Request from a ticket
Once your admin has connected a helpdesk, you can start a request from inside the ticket you’re already working — and, with a helpdesk automation and a saved preset, without opening SafeHanded at all.
Two ways to trigger it
Section titled “Two ways to trigger it”A ticket link
: A button or link in the ticket opens SafeHanded at /app/requests/new?ticket=<ticket id> (add
&preset=<slug> to apply a preset). The New request form opens with the ticket linked and, where
SafeHanded can read the ticket, the subject’s name, email and mobile filled in from the ticket’s
requester. You check it and click Issue secure link as usual.
A helpdesk automation (zero-touch)
: Your helpdesk’s automation — for example a rule that fires when a safehanded tag is added — posts
the ticket to the trigger URL of a Generic webhook integration in
SafeHanded, with the ticket id, the subject’s details, the assigned technician’s email and the preset’s
slug. SafeHanded creates the request from the preset with no one present. Request presets and this
trigger are available on Team and above.
What happens with zero-touch
Section titled “What happens with zero-touch”- SafeHanded takes the subject (name, email, mobile) from the post, and the requesting technician from the technician email in the post (if they’re a key-holding member who can work for that client; otherwise the preset’s fallback member). The client is the one the Generic webhook integration is scoped to, or otherwise your default client.
- The request is created from the named preset — or, with none named, the integration’s default preset, then the client’s default, then the organisation default — and the link is emailed or texted to the subject if the preset says so.
- The subject submits.
- You reveal in SafeHanded with your passkey as usual — revealing never happens in the ticket.
- When SafeHanded learns the ticket has closed, the credential is destroyed (see how ticketing works).
The request always follows your policy: if the preset’s expiry isn’t an allowed option the policy default is used instead, and verification is raised to the policy minimum.
If something can’t be done — no preset, no key-holding member to be the requester, an emailed code is required but the post had no email address for the subject — SafeHanded records it in the audit log, so nothing fails silently. A second trigger for the same ticket and preset while the first request is still open is ignored.
Setting it up
Section titled “Setting it up”Connecting a helpdesk and creating presets is an admin task — see how ticketing works and your vendor’s setup guide. An organisation can connect several helpdesks, org-wide or per client.