Knowledge Base – Integration Guides

Slack Integration

Connect your workspace to receive instant notifications and interact with your bot directly from Slack.

Setup Steps

1. Create a Slack App here.
2. Enable Incoming Webhooks and copy the generated URL.
3. Navigate to Settings → Integrations → Slack in our dashboard and paste the webhook URL.
4. Choose the events you want to receive (e.g., new ticket, status change).
5. Save and test the connection.

Sample Payload

{
  "text": "New ticket #12345 created by John Doe",
  "attachments": [
    {
      "title": "Issue Summary",
      "text": "Unable to login to the portal.",
      "color": "#ff5733"
    }
  ]
}

Zapier Integration

Automate workflows by connecting our platform with thousands of apps via Zapier.

Getting Started

• Sign in to Zapier.
• Create a new Zap and select "Our Platform" as the trigger.
• Choose an event (e.g., New Ticket).
• Authenticate using your API key (found under Settings → API).
• Add an action (e.g., create a Google Sheet row) and configure fields.
• Turn on the Zap.

API Key Retrieval

API_KEY_XXXXXXXXXXXXXXXXXXXX

Salesforce Integration

Sync tickets with Salesforce Cases for seamless support management.

Configuration

1. In Salesforce, go to Setup → App Manager and create a Connected App.
2. Enable OAuth with scopes: api, refresh_token, offline_access.
3. Copy the Consumer Key and Consumer Secret.
4. Return to our dashboard → Integrations → Salesforce and paste the credentials.
5. Map fields between tickets and Cases (e.g., Subject → Case Subject).
6. Save and enable sync.

Field Mapping Example

Ticket.Subject   →   Case.Subject
Ticket.Description →   Case.Description
Ticket.Priority  →   Case.Priority

GitHub Integration

Create issues automatically from tickets and sync comments.

Setup

• Generate a Personal Access Token with repo scope.
• In our dashboard, go to Integrations → GitHub and paste the token.
• Select the repository where issues should be created.
• Configure the mapping (e.g., Ticket ID → Issue Title).

Sample Issue Body

**Ticket ID:** #12345
**Reporter:** John Doe
**Description:** Unable to reset password.
**Priority:** High

Custom Webhooks

Send real‑time data to any endpoint of your choice.

Creating a Webhook

1. Navigate to Settings → Webhooks.
2. Click New Webhook.
3. Enter the target URL and select events (e.g., Ticket Created, Comment Added).
4. Optionally add a secret for HMAC verification.
5. Save and enable.

Verification Example (Node.js)

const crypto = require('crypto');
app.post('/webhook', (req, res) => {
  const signature = req.headers['x-signature'];
  const payload = JSON.stringify(req.body);
  const expected = crypto.createHmac('sha256', process.env.WEBHOOK_SECRET)
                         .update(payload).digest('hex');
  if (signature !== expected) return res.status(401).send('Invalid signature');
  // Process payload
  res.sendStatus(200);
});