If training isn't in the PSA, it isn't on anyone's board.
A course assignment that never becomes a ticket ends up competing with every ticket that did. When training is assigned in one platform and the workday runs in the PSA, it's hard to track employee training without someone chasing it by hand.
A webhook is a small, automatic message one system sends to another when something happens. With Empath Learn webhooks turned on, a course assignment, a completion, or a failed knowledge check can show up in your PSA, Slack, or automation platform the moment it happens, next to the tickets your team is already working.
If your service managers are tired of logging in just to see who finished, the rest of this article shows what to set up so training follow-up runs through the same queue as everything else.
Employee training is hard to track when it lives somewhere your team doesn't look. For an MSP tech, the day happens in the PSA.
Tickets get worked because they land in a queue with an owner, a priority, and a due date. A course assignment in a separate platform has none of that. It sits in another tab, next to an email that got read once and buried under client alerts. That gap is the reason to put training in the ticket flow in the first place.
So the follow-up falls to a person. A service manager logs in to see who finished, or someone forwards a completion email to the right lead. Sometimes a team lead remembers, two weeks late, to ask how the new hire's onboarding is going.
Training rarely stalls because people refuse to do it. It stalls because nobody saw the assignment.
Employee training accountability starts with visibility. You can't hold someone to training the team never sees, and you can't expect a service manager to check one more platform every morning on top of the board.
The practical fix is to send training events to the place where follow-up already happens.
A webhook sends a message to an address you choose whenever a training event you've picked happens in Empath. Setting one up comes down to those two choices: which events, and where they go.
When one of those events fires, Empath sends a small message to that address. The message says what happened and identifies the person and the course or knowledge check involved.
Two details matter for MSPs.
First, the messages are signed. Empath attaches a signature your system can check, so a receiver can confirm a message really came from Empath before acting on it. Whoever builds your automations will want this.
Second, webhooks are immediate. They're never held for the email digest, so a completion can close its ticket right away.
The webhook only delivers the news. Your system decides what to do with it, which is why the same event can open a ticket at one MSP and post to a Slack channel at another.
Empath Learn sends four webhook events, and each one maps to a job your team already does by hand.
A course is assigned, and a ticket opens. A new tech gets their onboarding pathway on day one. Instead of an email they may never open, a work item lands in the PSA under their name, or their manager's. It now sits on the same board as everything else they're accountable for.
The course is completed, and that ticket closes. When the tech finishes, the completion event lets your system match the person and the course and close the item it opened. Nobody has to check a report to know it's done. Completion counts the first time, whether the course was finished in Empath's player, through SCORM or Microsoft Learn, or marked complete manually.
A knowledge check is failed, and a coaching item appears. This is the easiest event to miss, because it usually only surfaces when someone opens a report. A failed check can open or bump a coaching task for the team lead, while the material is still fresh. Passes don't send anything, so the signal stays quiet unless someone needs help.
New content is published, and ops hears about it. When a course, knowledge check, or pathway goes live, one message goes out per webhook for the whole company, not one per person. It's useful for the person who builds assignments or keeps internal documentation current.
If you only care about people, subscribe to the first three and skip the last one.
If your team lives in Slack, you can send training events straight to a channel without building a receiver. Create an incoming webhook in Slack for the channel you want, then paste its URL into Empath when you create the webhook.
Empath recognizes the Slack address and switches the format for you. Each event arrives as a short, readable message, such as a course being assigned or completed. No parsing, no middleware.
That makes Slack a good first webhook for an MSP that wants visibility before it wants automation. A #training channel that shows completions as they happen gives a service manager a quick pulse without logging in anywhere.
Privacy is your call. A Slack message includes the person's name only if you choose to include personal data in the webhook. Leave that setting off and the message carries no personal details, which may suit a channel that's visible to the whole company.
One technical note for whoever sets it up: Slack doesn't check Empath's signature. The signing secret only matters for receivers you build yourself, like a PSA integration or an automation workflow.
Webhooks follow your company's settings, and individual inbox preferences don't affect them. That's what makes them dependable enough to build a ticket workflow on.
A tech who unsubscribes from training emails still generates events. So does a company that pauses all notifications during a busy week. Unticking email or bell alerts for a notification type doesn't stop webhooks either. The only things that decide whether a webhook sends are whether webhook delivery is on for your company and which events it subscribes to.
When a delivery fails, Empath tries again, up to four attempts per event. Each webhook shows a health label so you can see how it's doing at a glance:
When a webhook turns Unhealthy, managers and admins get an email and a bell notification, as long as webhook and account alerts are switched on. Empath keeps trying the endpoint; it doesn't switch the webhook off. One successful delivery puts it back to Healthy.
Events that failed every attempt aren't resent, so a broken receiver can leave gaps. After you fix it, check recent assignments and completions in Empath to catch up on anything your system missed.
You don't need all four events on day one. Pick the one your team follows up on by hand most often, whether that's new assignments or failed knowledge checks, and send it where your service team already works.
To see the full set of jobs webhooks can handle, read What Empath webhooks are for in the Herd Help Hub. When you're ready to build, start with Before you start and the Go-live checklist, then create your first webhook in Empath in three steps: Endpoint, Events, and Review & test.
No. There's no overdue or reminder event, and the course-assigned event doesn't include the due date. For overdue tracking, use Empath's due-date and overdue emails or reports, or record the due date in your own process when you assign the course.
Not as a single message. Completions are sent per person, so there's no team summary event. You can count completion events in your own system, or use the manager's weekly team report, which arrives by email.
No. Invites and sign-in emails don't go through webhooks. If you want a ticket when someone joins, trigger it from your own onboarding or identity process.
Maybe not for everything. If you use ConnectWise PSA, Empath's integration can already create weekly training tickets for assigned courses and add tracked training time. With any PSA that turns email into tickets, Empath can also send a copy of manager and owner emails, like the weekly team report, to a shared inbox the PSA watches. Webhooks fit when you want each assignment, completion, or failed check to land as its own item the moment it happens, in any PSA, Slack, or automation tool.
Not yet. Webhooks only send events out of Empath; they don't accept instructions coming back in. Assignments and enrollments still happen inside Empath.
Want to see webhooks running with your own PSA and training events? Book a demo.