Integrations, webhooks and the API
Notifications
Section titled “Notifications”Events in the app — a budget breach, a ticket assignment, an SLA about to expire — are emitted once and delivered three ways: the in-app inbox, Slack, and email. Each person chooses which of those they want, per kind of event, with digests and quiet hours.
Notification routing in Admin is the organisation-level layer above that: which events go where by default.
Outbound webhooks
Section titled “Outbound webhooks”Outbound webhooks lets another system be told about the same events. You register an endpoint, choose the events, and the app sends signed HTTP POSTs.
- Each endpoint has its own secret, and requests are signed with it so the receiver can verify they’re genuinely from you.
- An endpoint that keeps failing is disabled automatically rather than retrying forever.
- Deliveries are logged, so “did that fire?” is answerable.
Inbound webhooks
Section titled “Inbound webhooks”Inbound webhooks is the other direction: another system writing into your tickets or pipeline. It’s off until you turn it on, and while it’s off the receiving URL responds exactly as an unknown one would — an organisation that has configured nothing presents no receive surface at all.
API keys
Section titled “API keys”API Keys issues tokens for the REST API at /api/v1. Keys are scoped —
a key can be limited to what it actually needs — and they expire. The token
is shown once, when you create it.
The API covers the same ground as the interface rather than a subset, so anything you can do here can be automated. Full reference in the developer documentation.
Connected services
Section titled “Connected services”Integrations is where the third-party connections live:
- Slack — slash commands, an App Home tab, DM nudges for stale timers and under-target weeks, and budget alerts.
- Salesforce — a one-way pull of opportunities and their assigned resources, for organisations whose pipeline lives there.
- Google Calendar — a per-user, read-only overlay of your calendar on the time calendar, so you can see the meeting you’re trying to log.
- Timely — a one-way historical import, for moving in from Timely.
- Xero — pushes draft invoices from billing. It handles multiple Xero organisations, with per-company routing, so a group billing through more than one entity works.
Each is per-organisation. Credentials you connect are yours alone.
Mail accounts
Section titled “Mail accounts”Mail accounts connect the mailboxes the Service Desk reads from, so mail to a queue’s address becomes a ticket. Routing from there is mail routing rules.
Audit and usage
Section titled “Audit and usage”Audits records what changed and who changed it. Page Usage shows which screens people actually use — worth a look before deciding what to build or retire.