Connecting your helpdesk

Handoff is off until your helpdesk is connected. Connecting it is a setup step we do with you, because it needs credentials from you and verification from us.

What we need from you

An API credential for your helpdesk with permission to create a ticket or conversation, and nothing more. Specifically:

• the account or domain your helpdesk runs on
• an API token or key created for this purpose, not a shared one
• where tickets should land, if your helpdesk supports groups, inboxes or teams and you want them routed somewhere particular

Create the credential for Karas alone, so it can be revoked without affecting anything else you have connected.

How we store it

Credentials are encrypted before storage and can only be written by an operator running a command-line tool — there is no web form, and no interface that can read one back. No credential is ever written to a log line or included in an error message, and that is verified by tests rather than by convention.

Verification before it goes live

We file a real test ticket into your helpdesk and confirm the whole path: that the ticket is created, that it carries the summary and transcript, that an agent's reply reaches the requester's email, and that our duplicate protection behaves as expected against your account.

Only then is handoff switched on for your widget. Until it is switched on, the control does not appear.

This step is not a formality. Each helpdesk's API behaves slightly differently from its documentation, and the test ticket is how we find out where, on your account rather than in production.

What you should check on your side

• The test ticket appeared where you expected it, not in a catch-all queue.
• Replying to it as an agent reaches the email address it was filed from. On some helpdesks this needs an email integration enabled on your account.
• Your team knows what these tickets are and that the customer has already read the cited articles.

Changing or revoking it

Email support@usekaras.com. Revoking the credential in your helpdesk is also sufficient to stop handoff immediately — tickets will fail rather than being filed somewhere unexpected, and visitors will see the fallback message.