Connect a custom help desk

With a custom help desk connected, Konrado reads your tickets, drafts replies and knows the client behind each ticket, the same way it does with WHMCS. It takes developer work on your side. Your help desk must answer the Konrado plugin API: a set of web addresses that return tickets, clients and products in the format Konrado reads. The Konrado addon for WHMCS answers the same API.

What Konrado reads

What Konrado writes

What Konrado cannot do

Before you start

• Your developer has built the API on your help desk, and the module that sends ticket events. The console calls them your Konrado module. See what your developer builds.
• An owner or admin account in Konrado.
• No other help desk connected in Konrado.
• If your help desk is behind a firewall, allow Konrado's IP addresses.

Connect

Open the form

Open Workspace SettingsIntegrations, click Add integration, choose Help desk, then Custom help desk.

Fill in the address

Field	What to enter
Integration Name	A name your team knows. The help desk channel carries it
API Base URL	Where your API answers, for example https://yourdomain.com/api. Konrado adds /v1/tickets and the other routes to it
Ticket URL	Optional. Where your team opens a ticket. Konrado fills it in from your first ticket when you test the connection

Copy the keys into your module

The Keys for your Konrado module box holds two values, each with a copy button. Paste both into your module.

• API Key: Konrado made it. Use my own key lets you type one your module already has.
• Webhook token: you see it in full only now. Copy it before you click Connect.

Keep the form open while you paste. The keys are saved only when you click Connect.

Test and connect

Click Test Connection. Konrado reads one ticket through your API. When the test passes, click Connect.

Check it works

The integration shows Connected in the table. Konrado adds an agent named Ticket Agent, with a Helpdesk channel for this help desk and Copilot on. Open a test ticket in your help desk: it appears in the Inbox. Set up the Helpdesk channel.

What your developer builds

The API

Konrado calls these routes under your API Base URL. Every call carries the API Key in the Authorization header as Token <API Key>, and the same value in AuthorizationX for servers that drop Authorization.

The connection test calls GET /v1/tickets?limit=1&offset=0. GET /v1/info, the catalog routes and the domain route are optional. A catalog route that answers 404 tells Konrado the catalog is not available, and Konrado keeps the copy it stored.

POST /v1/tickets gets department_id, subject, message and requester_email, plus client_id for a signed-in customer and requester_name when Konrado knows it. It answers with the new ticket's id under data.

Open the API reference for the fields of each route.

The ticket events

When a ticket changes, your module posts an event to Konrado:

• URL: https://app.konrado.ai/api/v1/webhooks/ticket, method POST.
• Authorization header: the webhook token as it is, with no prefix.
• Content-Type header: application/json.

Every body also carries source, the name of your platform. Konrado knows your help desk by the token, not by source. After a ticket.updated, Konrado reads the ticket again through GET /v1/tickets/{id}.

{
  "source": "my-helpdesk",
  "eventType": "ticket.deleted",
  "ticketId": "1042"
}

Konrado answers 202 when it queued the ticket, 200 when it handled the event at once, and 401 when the token is missing or wrong.

Choose which agents use the lookups

In your live chat, Konrado can look up a signed-in customer's services, invoices, tickets and account details, and the server tools of their service. The Tools tab of the connection lists these lookups. Every agent may use them. To limit one, click it and choose Chosen agents.

The lookups run only for customers your website signs in to the chat. Set up identity verification.

If something is wrong

Remove the integration

Open Workspace SettingsIntegrations, open the row menu (...) and click Disconnect. Konrado stops reading tickets. The credentials and the ticket history stay, so you can reconnect later. Then turn off the events in your module.