Ticketing: how it works

Connecting your helpdesk is what turns SafeHanded from a link tool into a ticket-native control: requests are tied to the ticket, notes are written back, and closing the ticket destroys the credential automatically. This page explains the model; the per-vendor setup guides give the exact steps.

What connecting gets you

• Close-to-purge — when a linked ticket reaches the trigger status, the credential is purged (or an unsubmitted request revoked). See Completing & purging.
• Notes back to the ticket — a private note on create, submit and purge (and on reveal, if an admin turns that on in policy), so the whole handover is recorded where the work lives.
• A ticket picker — choose the ticket when creating a request (mine / all open / search).
• Request from a ticket — a tag, button or deep link creates a request without opening SafeHanded. See Request from a ticket.
• Certificate on purge (optional) — attach the chain-of-custody certificate PDF as evidence.

Which of these a given system supports depends on its API — see the capability matrix.

Credentials are enough

Every adapter that can read tickets polls, so close-to-purge works with just the connection credentials — nothing to configure in the vendor. Resolving or closing a ticket is picked up on the next poll: every five minutes by default, and an admin can set anything from 1 to 60 minutes in policy.

Verified before it acts

Where an adapter can read the ticket back, SafeHanded re-reads the ticket to confirm the status before purging — so a spoofed “closed” message can at worst cause a harmless read, never a wrongful purge.

Setting the trigger

An admin chooses what counts as “closed” in policy: purge on closed, on resolved or closed (the default), or never purge on ticket status. You can also revoke unsubmitted requests on close, and set a grace period so a quick reopen cancels the purge.

Several helpdesks per organisation

On the MSP plan you can connect more than one helpdesk — org-wide or scoped per client. The Team plan includes one ticketing connection, and the Free plan the generic webhook only. Each connection is set up the same way, from Settings → Integrations.

No native adapter?

Anything that can send an HTTP POST gets close-to-purge and the deep link through the generic webhook or the API. Writing into the ticket — private notes, in-ticket replies and attaching the chain-of-custody certificate to the ticket — needs a native adapter.

Set one up

Pick your system from the integrations overview.