Connect SupportPal
Connect SupportPal ticketing to Konrado.AI and bind it to WHMCS billing context
Connect SupportPal after WHMCS if you want AI replies to combine ticket history with billing, services, invoices, and client context.
Estimated time: 10 minutes
Setup Flow
| Step | Guide | Success signal |
|---|---|---|
| 1. Connect API | This page | Test Connection passes in Konrado.AI |
| 2. Create webhook macro | Webhook Macro | New or updated tickets appear in Konrado.AI |
| 3. Verify ticket sync | Tickets | Conversation and metadata are visible |
| 4. Use widget | AI Widget | Operator sees Konrado AI inside SupportPal tickets |
Before You Start
- WHMCS connected in Konrado.AI.
- SupportPal operator/admin access.
- Permission to create or view SupportPal API tokens.
- Outbound HTTPS connectivity from Konrado.AI to your SupportPal instance.
What This Connects
Konrado.AI reads SupportPal tickets, replies, users, and ticket links. When WHMCS is connected, it binds those tickets to billing and service context.
What It Can Do
| Capability | How it helps support |
|---|---|
| Read ticket conversations | Generate replies with the full customer message context |
| Track new ticket events | Use the webhook macro to notify Konrado.AI about new or updated tickets |
| Link operator ticket URLs | Let agents jump back to the SupportPal ticket from Konrado.AI |
| Bind WHMCS context | Add services, invoices, products, and billing context when WHMCS is connected |
| Power the SupportPal widget | Show generated replies and context inside the SupportPal operator view |
What It Cannot Do
| Not supported by default | Why this matters |
|---|---|
| Replace SupportPal permissions | Operators still need normal SupportPal access to view or reply to tickets |
| Change billing data without WHMCS | SupportPal alone does not provide invoice or service context |
| Guarantee ticket sync without the macro | The API connection and webhook macro work together |
| Send every AI reply automatically | Review and automation behavior is configured separately in Konrado.AI |
Security / Permissions
Use a dedicated SupportPal API token with the minimum read permissions required for tickets, users, departments, and messages. Store the Konrado.AI webhook token exactly as generated and rotate it if it is exposed.
Ticket Examples
- "Can you summarize the conversation before I reply?"
- "Does this ticket match a WHMCS service or invoice?"
- "What did the customer already try?"
- "Can you draft a response using our documentation and billing context?"
- "Why did this SupportPal ticket not appear in Konrado.AI?"
Create the SupportPal API Token
In SupportPal, open Settings > General > API Tokens and create or copy an API token for Konrado.AI.
The token must allow Konrado.AI to read tickets, users, departments, and ticket messages. If your SupportPal version lets you scope API tokens, grant read access to ticket, user, and department resources.
Connect in Konrado.AI
In Konrado.AI, open Integrations, choose the Ticketing System area, find SupportPal, and click Connect.
Copy the generated Webhook Token. You will reuse it in the webhook macro guide.
Fill in the connection form:
| Field | Value |
|---|---|
| SupportPal API URL | Base URL of your SupportPal instance, for example https://help.example.com |
| API Token | The SupportPal API token |
| Webhook Token | The token generated by Konrado.AI |
| Ticket URL | Operator ticket path, for example https://help.example.com/operator/ticket |
| Billing Platform | Your connected WHMCS integration |
Verify
Click Test Connection. When the test passes, save the integration. The SupportPal card should show Connected.
Next Step
Create the SupportPal webhook macro so ticket events are sent to Konrado.AI.
Troubleshooting
| Issue | What to check |
|---|---|
| SupportPal connection fails | Confirm the API URL is reachable and does not include an operator-only path |
| Authentication fails | Create a new SupportPal API token with ticket, user, and department read access |
| WHMCS context is missing | Confirm the Billing Platform field is set to your connected WHMCS integration |
| Ticket links open the wrong place | Confirm Ticket URL points to the SupportPal operator ticket path |
Remove
Delete or disable the SupportPal integration in Konrado.AI, then revoke the dedicated SupportPal API token.