Integrations overview
SafeHanded connects to the tools you already use so that requests tie to tickets, subjects autocomplete from your directory, and closing a ticket destroys the credential automatically.
What you can connect
Section titled “What you can connect”- Sign-in and a directory — everyone can sign in with Microsoft or email, with passkeys. On Team and above, add your own sign-in connection (Microsoft Entra, OpenID Connect or SAML 2.0, plus SCIM provisioning) and subject autocomplete from your directory.
- A helpdesk / PSA — for ticket linking, notes back to the ticket, request-from-ticket, and close-to-purge. See how ticketing works.
- Notifications — Slack, Microsoft Teams and email.
- Your own mailbox — send SafeHanded’s email from your Microsoft 365 or SMTP mailbox.
- Automation — the generic webhook, or automation platforms calling the API, for anything without a native adapter.
- Your SIEM — stream the audit log to Splunk, Microsoft Sentinel, Datadog, Elastic or OpenSearch, or any HTTPS endpoint.
- The API — build your own; see Developers.
When a connection stops working
Section titled “When a connection stops working”SafeHanded watches every connection and tells you when one needs attention, so you don’t have to keep checking.
- Checked continuously. Every use counts (a ticket note, an email, a batch of audit events). A connection that hasn’t been used for an hour gets a quiet check that sends nothing: Test connection for ticket systems, directories, SMS and mailboxes, and a credential check for Splunk, Elastic, OpenSearch, Datadog and Sentinel. Each row shows when it was last confirmed working, e.g. Checked 12 min ago.
- You’re told once. When a connection starts failing, every Owner and Admin gets an email and a notification in SafeHanded, and your Teams or Slack channel gets a message if you’ve connected one. The email says what failed and what to do. You get one more when it’s working again.
- No spam. A connection that keeps dropping and coming back isn’t reported every time. It still shows Needs your attention on the Integrations page while it’s failing.
- Nothing is lost meanwhile. Audit events wait and are sent in order; email goes from the SafeHanded sender; ticket notes and close-to-purge wait for the ticket system.
Teams and Slack channels and the generic HTTPS SIEM destination can’t be checked without sending something, so they’re checked when they’re next used.
Paused and locked connections
Section titled “Paused and locked connections”After a downgrade, a connection may show one of these:
- Paused: a ticketing connection set aside because the plan includes fewer. Its settings are kept and it does nothing until you select Resume (when the plan has room) or Choose which to keep.
- Not on your plan: a connection whose feature the plan no longer includes. It’s read-only, with Remove only, until you upgrade.
See When you downgrade.
Editing a connection
Section titled “Editing a connection”Secrets — API keys, client secrets, passwords, tokens — are never shown again once saved. When you edit a connection, leave a secret blank to keep the stored one. If you change where the connection points (its URL, subdomain, server, port, site or data centre), enter the secrets again as well: SafeHanded never sends a stored secret to a new address.
Ticketing capability matrix
Section titled “Ticketing capability matrix”Every native adapter polls, so close-to-purge works with credentials alone — nothing to configure in the vendor (see how ticketing works). The generic webhook can’t poll, so it takes status changes as an inbound POST instead. A trigger adds zero-touch request-from-ticket.
| Vendor | Status | Search | Notes | Reply | Cert | Poll | Trigger | Setup |
|---|---|---|---|---|---|---|---|---|
| HaloPSA / HaloITSM | Preview | ✓ | ✓ | ✓ | ✓ | ✓ | · | halo |
| ConnectWise PSA | Preview | ✓ | ✓ | ✓ | ✓ | ✓ | · | connectwise |
| Syncro | Preview | ✓ | ✓ | ✓ | · | ✓ | · | syncro |
| Atera | Preview | ✓ | ✓ | ✓ | · | ✓ | · | atera |
| SuperOps | Preview | ✓ | ✓ | · | · | ✓ | · | superops |
| Jira Service Management | Verified | ✓ | ✓ | ✓ | ✓ | ✓ | · | jira-sm |
| Freshservice | Verified | ✓ | ✓ | ✓ | ✓ | ✓ | · | freshservice |
| Zendesk Support | Verified | ✓ | ✓ | ✓ | ✓ | ✓ | · | zendesk |
| ServiceNow | Verified | ✓ | ✓ | ✓ | ✓ | ✓ | · | servicenow |
| ManageEngine ServiceDesk Plus | Verified (Cloud) | ✓ | ✓ | ✓ | ✓ | ✓ | · | manageengine-sdp |
| Zoho Desk | Verified | ✓ | ✓ | ✓ | ✓ | ✓ | · | zoho-desk |
| Freshdesk | Verified | ✓ | ✓ | ✓ | ✓ | ✓ | · | freshdesk |
| HubSpot Service Hub | Preview | ✓ | ✓ | · | · | ✓ | · | hubspot |
| Generic webhook | Preview | · | · | · | · | · | ✓ | generic-webhook |
Column key: Status = Verified, or Preview (ManageEngine on-premises is in preview; if anything doesn’t work for you, email support@safehanded.com) · Notes = private notes on the ticket · Reply = a customer-visible reply in the ticket (the “Send via PSA” link delivery) · Cert = attaching the chain-of-custody certificate PDF to the ticket on purge.
If a Preview adapter doesn’t work with your setup, email support@safehanded.com.
Helpdesks without an adapter work through the generic webhook and the deep link: close-to-purge and the request-from-a-ticket button work; in-ticket notes, replies and certificate attachment don’t. See Helpdesks without an adapter.