Product
Channels and Integrations
The customer writes where they want, the agent replies from a single screen. The original channel is maintained so the response goes back the same way.
Email first
It's the channel that handles most of the volume, so it's the one we care most about: clean parsing, bounce management, DKIM on your outgoing emails.
Chat and WhatsApp
The widget chat creates a ticket as soon as no one is available. WhatsApp Business goes through a number you provide.
API for the rest
Everything the interface does is accessible via REST: tickets, messages, contacts, articles, rules, exports.
acme.open-helpdesk.com/app/settings/channels
Emailsupport@acme.fr · MX vérifié412 ce mois
Chatwidget web · 14 ko97 ce mois
WhatsApp+33 6 12 ** ** **58 ce mois
APIclé srv_live_… · lecture/écriture1 903 appels
POST /webhooks/acme · ticket.created
200 · 84 ms · signature vérifiée
200 · 91 ms · signature vérifiée
502 · nouvelle tentative dans 30 s
In detail
Available interfaces
- REST API
- Versioned under /api/v1, JSON responses, cursor pagination, 600 requests per minute.
- Authentication
- Personal tokens or service keys, with read and write scopes per resource.
- Webhooks
- HMAC SHA-256 signature, 5 retries with backoff, 7-day delivery log.
- Slack et Teams
- Notification by view or by team, reply from thread on Team and higher plans.
- Import
- Zendesk, Freshdesk, Front, and CSV, with custom field mapping.
- Export
- CSV and NDJSON on demand, plus read-only SQL access on the Enterprise plan.
- Logging
- Each API call appears in the audit log with the key used.
Verify webhook signature
import { createHmac, timingSafeEqual } from "node:crypto";
export function verify(raw: string, header: string, secret: string) {
const expected = createHmac("sha256", secret).update(raw).digest("hex");
return timingSafeEqual(Buffer.from(header), Buffer.from(expected));
}