All integrations

HelpDesk.com

BUSINESS · CRM & SUPPORT

Tickets, agents, canned responses, macros, mailboxes, and rules in the account they connected.

Connecting HelpDesk.com in practice

HelpDesk.com shares its authorization system with LiveChat, so tokens are minted in the LiveChat Developers Console, and its read model surprises people: any authenticated user on a licence can read that licence’s settings and admin-managed resources through the API — rules and shared macros included — even when the matching page is hidden from their role in the app. Only the Administrator role can modify them.

Scopes that draw scrutiny

  • accounts--my:ro The scope HelpDesk tells you to generate a Personal Access Token with. The account id then becomes the Basic-auth username and the token the password.
  • Administrator (owner) role HelpDesk defines modification rights by role rather than by scope: only owner can change licence settings and admin-managed resources, while normal and viewer see the same resources read-only.
  • resource--access:level scope naming Scopes on this platform combine a resource with an access breadth — my, access or all — and a level of ro, rw or rc, so the same resource name can mean a personal grant or an organization-wide one.

Worth knowing

  • Non-administrator roles can read admin-managed configuration through the API even when the matching page is hidden from them in the app, and the docs call this intentional — so "they cannot see it in the UI" is not an access control.
  • Tickets live in four silos — tickets, archive, spam and trash — and listing anything outside tickets requires naming the silo, so a search that omits it silently misses archived conversations.
  • spam is purged 60 days after a ticket last changed and trash after 30 days, so a soft delete is a countdown rather than a state an agent can rely on.
  • Relative date filters use case to change meaning: lowercase units are relative to now and uppercase to the start of the truncated period, so -0M is the start of this month while -10n is ten minutes ago.

Checked against HelpDesk.com API (2026-09-29), Scopes and permissions (2026-09-29)

Acts as the person, not as itself

Each user connects their own account. Every call carries both identities — the agent and the person it is acting for — so the agent can never reach past what that individual can already do.

Credentials never touch the agent

Tokens live in the vault and attach server-side at call time. The agent holds a session, not a secret, and revoking access does not mean rotating a key.

Every call on the record

Who asked, which agent acted, which action ran, and the verdict that let it through — one audit trail across every integration, not one per vendor.

What an agent can do

Each action is granted on its own. An agent allowed to read is not thereby allowed to write, and the scope beside each row is what the acting user must have connected for it to run at all.

help_desk_com_delete_v1_agents_by_agentidWRITE

Delete agent via DELETE /v1/agents/{agentID}

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help_desk_com_delete_v1_blockedemails_by_blockedemailidWRITE

Remove blocked email via DELETE /v1/blockedEmails/{blockedEmailID}

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help_desk_com_delete_v1_cannedresponses_by_cannedresponseidWRITE

Delete canned response via DELETE /v1/cannedResponses/{cannedResponseID}

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help_desk_com_delete_v1_customfields_by_customfieldidWRITE

Delete custom field via DELETE /v1/customFields/{customFieldID}

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help_desk_com_delete_v1_emaildomains_by_emaildomainidWRITE

Delete email domain via DELETE /v1/emailDomains/{emailDomainID}

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help_desk_com_delete_v1_macros_by_macroidWRITE

Delete macro via DELETE /v1/macros/{macroID}

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help_desk_com_delete_v1_mailboxes_by_mailboxidWRITE

Delete mailbox via DELETE /v1/mailboxes/{mailboxID}

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help_desk_com_delete_v1_replyaddresses_by_replyaddressidWRITE

Delete reply address via DELETE /v1/replyAddresses/{replyAddressID}

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help_desk_com_delete_v1_rules_by_ruleidWRITE

Delete rule via DELETE /v1/rules/{ruleID}

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help_desk_com_delete_v1_tags_by_tagidWRITE

Delete tag via DELETE /v1/tags/{tagID}

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help_desk_com_delete_v1_teams_by_teamidWRITE

Delete team via DELETE /v1/teams/{teamID}

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help_desk_com_delete_v1_templates_by_templateidWRITE

Delete template via DELETE /v1/templates/{templateID}

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help_desk_com_delete_v1_tickets_by_ticketidWRITE

Delete ticket via DELETE /v1/tickets/{ticketID}

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help_desk_com_delete_v1_tickets_by_ticketid_childtickets_by_childticketidWRITE

Unmerge ticket via DELETE /v1/tickets/{ticketID}/childTickets/{childTicketID}

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help_desk_com_delete_v1_tickets_by_ticketid_events_by_eventid_attachments_by_attachmentidWRITE

Delete tickets attachment via DELETE /v1/tickets/{ticketID}/events/{eventID}/attachments/{attachmentID}

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help_desk_com_delete_v1_tickets_by_ticketid_followers_by_followeridWRITE

Remove follower via DELETE /v1/tickets/{ticketID}/followers/{followerID}

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help_desk_com_delete_v1_tickets_by_ticketid_tags_by_tagidWRITE

Remove tag via DELETE /v1/tickets/{ticketID}/tags/{tagID}

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help_desk_com_delete_v1_transactions_by_transactionid_attachments_by_attachmentidWRITE

Delete attachment via DELETE /v1/transactions/{transactionID}/attachments/{attachmentID}

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help_desk_com_delete_v1_trustedemails_by_trustedemailidWRITE

Remove trusted email via DELETE /v1/trustedEmails/{trustedEmailID}

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help_desk_com_delete_v1_views_by_viewidWRITE

Delete view via DELETE /v1/views/{viewID}

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help_desk_com_delete_v1_webhooks_by_webhookidWRITE

Delete webhook via DELETE /v1/webhooks/{webhookID}

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help_desk_com_get_v1_agentsREAD

List agents via GET /v1/agents

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help_desk_com_get_v1_agents_by_agentidREAD

Get agent via GET /v1/agents/{agentID}

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help_desk_com_get_v1_auditlogREAD

Returns audit log events via GET /v1/auditLog

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help_desk_com_get_v1_blockedemailsREAD

List blocked emails via GET /v1/blockedEmails

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help_desk_com_get_v1_blockedemails_by_blockedemailidREAD

Get blocked email via GET /v1/blockedEmails/{blockedEmailID}

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help_desk_com_get_v1_cannedresponsesREAD

List canned responses via GET /v1/cannedResponses

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help_desk_com_get_v1_cannedresponses_by_cannedresponseidREAD

Get canned response via GET /v1/cannedResponses/{cannedResponseID}

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help_desk_com_get_v1_customfieldsREAD

List custom fields via GET /v1/customFields

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help_desk_com_get_v1_customfields_by_customfieldidREAD

Get custom field via GET /v1/customFields/{customFieldID}

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help_desk_com_get_v1_emaildomainsREAD

Email domains list via GET /v1/emailDomains

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help_desk_com_get_v1_emaildomains_availableREAD

Check domain availability via GET /v1/emailDomains/available

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help_desk_com_get_v1_emaildomains_by_emaildomainidREAD

Get email domain via GET /v1/emailDomains/{emailDomainID}

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help_desk_com_get_v1_licensesREAD

List licenses via GET /v1/licenses

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help_desk_com_get_v1_licenses_by_licenseidREAD

Get license via GET /v1/licenses/{licenseID}

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help_desk_com_get_v1_macrosREAD

Macros list via GET /v1/macros

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help_desk_com_get_v1_macros_by_macroidREAD

Get macro via GET /v1/macros/{macroID}

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help_desk_com_get_v1_mailboxesREAD

List mailboxes via GET /v1/mailboxes

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help_desk_com_get_v1_mailboxes_by_mailboxidREAD

Get mailbox via GET /v1/mailboxes/{mailboxID}

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help_desk_com_get_v1_replyaddressesREAD

List reply addresses via GET /v1/replyAddresses

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help_desk_com_get_v1_replyaddresses_by_replyaddressidREAD

Get reply address via GET /v1/replyAddresses/{replyAddressID}

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help_desk_com_get_v1_reports_agentratingREAD

Agent rating via GET /v1/reports/agentRating

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help_desk_com_get_v1_reports_failedemailsREAD

Failed outgoing emails via GET /v1/reports/failedEmails

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help_desk_com_get_v1_reports_newticketsREAD

New tickets via GET /v1/reports/newTickets

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help_desk_com_get_v1_reports_newtickets24READ

New tickets (24h distribution) via GET /v1/reports/newTickets24

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help_desk_com_get_v1_reports_ratingREAD

Ticket rating via GET /v1/reports/rating

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help_desk_com_get_v1_reports_rating24READ

Ticket rating (24h distribution) via GET /v1/reports/rating24

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help_desk_com_get_v1_reports_ratingperagentREAD

Rating per agent via GET /v1/reports/ratingPerAgent

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help_desk_com_get_v1_reports_ratingperteamREAD

Rating per team via GET /v1/reports/ratingPerTeam

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help_desk_com_get_v1_reports_resolutiontimeREAD

Resolution time via GET /v1/reports/resolutionTime

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help_desk_com_get_v1_reports_resolutiontime24READ

Resolution time (24h distribution) via GET /v1/reports/resolutionTime24

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help_desk_com_get_v1_reports_resolutiontimeperagentREAD

Resolution time per agent via GET /v1/reports/resolutionTimePerAgent

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help_desk_com_get_v1_reports_resolutiontimeperteamREAD

Resolution time per team via GET /v1/reports/resolutionTimePerTeam

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help_desk_com_get_v1_reports_responsetimeREAD

Response time via GET /v1/reports/responseTime

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help_desk_com_get_v1_reports_responsetime24READ

Response time (24h distribution) via GET /v1/reports/responseTime24

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help_desk_com_get_v1_reports_responsetimeperagentREAD

Response time per agent via GET /v1/reports/responseTimePerAgent

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help_desk_com_get_v1_reports_responsetimeperteamREAD

Response time per team via GET /v1/reports/responseTimePerTeam

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help_desk_com_get_v1_reports_statusREAD

Ticket status via GET /v1/reports/status

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help_desk_com_get_v1_reports_status24READ

Ticket status (24h distribution) via GET /v1/reports/status24

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help_desk_com_get_v1_reports_statusdurationREAD

Tickets status duration via GET /v1/reports/statusDuration

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help_desk_com_get_v1_reports_statusdurationperagentREAD

Tickets status duration per agent via GET /v1/reports/statusDurationPerAgent

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help_desk_com_get_v1_reports_statusdurationperteamREAD

Tickets status duration per team via GET /v1/reports/statusDurationPerTeam

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help_desk_com_get_v1_reports_statusdurationtotalREAD

Tickets status duration total via GET /v1/reports/statusDurationTotal

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help_desk_com_get_v1_reports_statusperagentREAD

Tickets status per agent via GET /v1/reports/statusPerAgent

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help_desk_com_get_v1_reports_statusperteamREAD

Tickets status per team via GET /v1/reports/statusPerTeam

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help_desk_com_get_v1_reports_ticketsourcesREAD

Ticket sources via GET /v1/reports/ticketSources

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help_desk_com_get_v1_reports_ticketsources24READ

Ticket sources (24h distribution) via GET /v1/reports/ticketSources24

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help_desk_com_get_v1_rulesREAD

List rules via GET /v1/rules

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help_desk_com_get_v1_rules_by_ruleidREAD

Get rule via GET /v1/rules/{ruleID}

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help_desk_com_get_v1_subscriptionsREAD

List subscriptions via GET /v1/subscriptions

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help_desk_com_get_v1_tagsREAD

List tags via GET /v1/tags

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help_desk_com_get_v1_tags_by_tagidREAD

Get tag via GET /v1/tags/{tagID}

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help_desk_com_get_v1_teamsREAD

List teams via GET /v1/teams

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help_desk_com_get_v1_teams_by_teamidREAD

Get team via GET /v1/teams/{teamID}

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help_desk_com_get_v1_templatesREAD

List templates via GET /v1/templates

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help_desk_com_get_v1_templates_by_templateidREAD

Get template via GET /v1/templates/{templateID}

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help_desk_com_get_v1_ticketsREAD

List tickets via GET /v1/tickets

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help_desk_com_get_v1_tickets_by_ticketidREAD

Get ticket via GET /v1/tickets/{ticketID}

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help_desk_com_get_v1_tickets_by_ticketid_events_by_eventid_originalcontentREAD

Get original message content via GET /v1/tickets/{ticketID}/events/{eventID}/originalContent

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help_desk_com_get_v1_transactions_by_transactionidREAD

Get transaction via GET /v1/transactions/{transactionID}

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help_desk_com_get_v1_trustedemailsREAD

List trusted emails via GET /v1/trustedEmails

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help_desk_com_get_v1_trustedemails_by_trustedemailidREAD

Get trusted email via GET /v1/trustedEmails/{trustedEmailID}

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help_desk_com_get_v1_unsubscriptionsREAD

List unsubscriptions via GET /v1/unsubscriptions

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help_desk_com_get_v1_viewsREAD

Views list via GET /v1/views

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help_desk_com_get_v1_views_by_viewidREAD

Get view via GET /v1/views/{viewID}

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help_desk_com_get_v1_webhooksREAD

Webhooks list via GET /v1/webhooks

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help_desk_com_get_v1_webhooks_by_webhookidREAD

Get webhook via GET /v1/webhooks/{webhookID}

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help_desk_com_patch_v1_agentsWRITE

Batch update agents via PATCH /v1/agents

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help_desk_com_patch_v1_agents_by_agentidWRITE

Update agent via PATCH /v1/agents/{agentID}

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help_desk_com_patch_v1_cannedresponses_by_cannedresponseidWRITE

Update canned response via PATCH /v1/cannedResponses/{cannedResponseID}

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help_desk_com_patch_v1_customfields_by_customfieldidWRITE

Update custom field via PATCH /v1/customFields/{customFieldID}

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help_desk_com_patch_v1_licenses_by_licenseidWRITE

Update license via PATCH /v1/licenses/{licenseID}

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help_desk_com_patch_v1_macros_by_macroidWRITE

Update macro via PATCH /v1/macros/{macroID}

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help_desk_com_patch_v1_mailboxes_by_mailboxidWRITE

Update mailbox via PATCH /v1/mailboxes/{mailboxID}

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help_desk_com_patch_v1_rules_by_ruleidWRITE

Update rule via PATCH /v1/rules/{ruleID}

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help_desk_com_patch_v1_subscriptions_by_subscriptionidWRITE

Update subscription via PATCH /v1/subscriptions/{subscriptionID}

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help_desk_com_patch_v1_subscriptions_by_subscriptionid_cancelWRITE

Cancel subscription via PATCH /v1/subscriptions/{subscriptionID}/cancel

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help_desk_com_patch_v1_subscriptions_by_subscriptionid_terminateWRITE

Terminate subscription via PATCH /v1/subscriptions/{subscriptionID}/terminate

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help_desk_com_patch_v1_tags_by_tagidWRITE

Update tag via PATCH /v1/tags/{tagID}

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help_desk_com_patch_v1_teamsWRITE

Update teams via PATCH /v1/teams

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help_desk_com_patch_v1_teams_by_teamidWRITE

Update team via PATCH /v1/teams/{teamID}

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help_desk_com_patch_v1_templates_by_templateidWRITE

Update template via PATCH /v1/templates/{templateID}

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help_desk_com_patch_v1_tickets_by_ticketidWRITE

Update ticket via PATCH /v1/tickets/{ticketID}

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help_desk_com_patch_v1_views_by_viewidWRITE

Update view via PATCH /v1/views/{viewID}

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help_desk_com_patch_v1_webhooks_by_webhookidWRITE

Update webhook via PATCH /v1/webhooks/{webhookID}

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help_desk_com_post_v1_agentsWRITE

Create agent via POST /v1/agents

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help_desk_com_post_v1_blockedemailsWRITE

Block an email via POST /v1/blockedEmails

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help_desk_com_post_v1_cannedresponsesWRITE

Create canned response via POST /v1/cannedResponses

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help_desk_com_post_v1_customfieldsWRITE

Create custom field via POST /v1/customFields

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help_desk_com_post_v1_emaildomainsWRITE

Create email domain via POST /v1/emailDomains

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help_desk_com_post_v1_emaildomains_by_emaildomainid_verifyWRITE

Verify email domain via POST /v1/emailDomains/{emailDomainID}/verify

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help_desk_com_post_v1_forwardingemailsWRITE

Test email forwarding via POST /v1/forwardingEmails

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help_desk_com_post_v1_importedticketsWRITE

Create imported ticket via POST /v1/importedTickets

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help_desk_com_post_v1_importedtickets_transactionsWRITE

Create imported ticket transaction via POST /v1/importedTickets/transactions

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help_desk_com_post_v1_licensesWRITE

Create license via POST /v1/licenses

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help_desk_com_post_v1_macrosWRITE

Create macro via POST /v1/macros

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help_desk_com_post_v1_mailboxesWRITE

Create mailbox via POST /v1/mailboxes

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help_desk_com_post_v1_replyaddressesWRITE

Create reply address via POST /v1/replyAddresses

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help_desk_com_post_v1_reportsWRITE

Create custom report via POST /v1/reports

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help_desk_com_post_v1_rulesWRITE

Create rule via POST /v1/rules

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help_desk_com_post_v1_subscriptionsWRITE

Create subscriptions via POST /v1/subscriptions

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help_desk_com_post_v1_tagsWRITE

Create tag via POST /v1/tags

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help_desk_com_post_v1_teamsWRITE

Create team via POST /v1/teams

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help_desk_com_post_v1_templatesWRITE

Create template via POST /v1/templates

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help_desk_com_post_v1_templates_previewWRITE

Generate template preview via POST /v1/templates/preview

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help_desk_com_post_v1_templates_sendtestmessageWRITE

Send test message via POST /v1/templates/sendTestMessage

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help_desk_com_post_v1_ticketsWRITE

Create ticket via POST /v1/tickets

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help_desk_com_post_v1_tickets_by_ticketid_childticketsWRITE

Merge ticket via POST /v1/tickets/{ticketID}/childTickets

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help_desk_com_post_v1_tickets_by_ticketid_followersWRITE

Add followers via POST /v1/tickets/{ticketID}/followers

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help_desk_com_post_v1_tickets_by_ticketid_ratingrequestsWRITE

Send rating request via POST /v1/tickets/{ticketID}/ratingRequests

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help_desk_com_post_v1_tickets_by_ticketid_tagsWRITE

Add tag via POST /v1/tickets/{ticketID}/tags

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help_desk_com_post_v1_transactionsWRITE

Create transaction via POST /v1/transactions

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help_desk_com_post_v1_trustedemailsWRITE

Trust an email via POST /v1/trustedEmails

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help_desk_com_post_v1_viewsWRITE

Create view via POST /v1/views

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help_desk_com_post_v1_webhooksWRITE

Create webhook via POST /v1/webhooks

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help_desk_com_put_v1_licenses_by_licenseid_forwardinginstructionsWRITE

Send forwarding instructions via PUT /v1/licenses/{licenseID}/forwardingInstructions

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help_desk_com_put_v1_tickets_by_ticketid_siloWRITE

Move ticket to silo via PUT /v1/tickets/{ticketID}/silo

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Put HelpDesk.com behind one governed endpoint.

Same permissions, same audit trail, whatever else you connect next.