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SafeHanded Docs

Helpdesks without an adapter

If your helpdesk isn’t in the setup guides, you can still use SafeHanded with it today through the deep link, the generic webhook and the API.

What works

Section titled “What works”
  • Ticket reference on every request and share, linking back to the ticket.
  • Request from a ticket: add a button or link on the ticket to the deep link, https://safehanded.com/app/requests/new?ticket=TICKET_ID, with TICKET_ID replaced by your helpdesk’s placeholder for the ticket’s ID. Add &preset= and a preset’s slug to start from that preset; without one, SafeHanded uses the client’s default preset, then the organisation default, and otherwise the policy defaults. The generic webhook page has the full steps.
  • Close-to-purge, in one of three ways:
    • your helpdesk’s own outbound webhook or workflow, posting to the generic webhook when a ticket’s status changes;
    • an automation platform that calls the API’s POST /tickets/{ref}/status when the ticket closes;
    • or Complete and destroy on the request when you close the ticket.

What doesn’t

Section titled “What doesn’t”

Private notes on the ticket, in-ticket reply delivery, attaching the chain-of-custody certificate, and the ticket picker and contact autocomplete all need an adapter that can call your helpdesk’s API.

Asking for an adapter

Section titled “Asking for an adapter”

Email support@safehanded.com with your helpdesk and edition.

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