--- title: Deskpro API Integration on Truto slug: deskpro category: Helpdesk canonical: "https://truto.one/integrations/detail/deskpro/" --- # Deskpro API Integration on Truto **Category:** Helpdesk **Status:** Beta ## How it works 1. **Link your customer's Deskpro account.** Use Truto's frontend SDK; we handle every OAuth and API key flow so you don't need to create the OAuth app. 2. **Authentication is automatic.** Truto refreshes tokens, stores credentials securely, and injects them into every API request. 3. **Call Truto's API to reach Deskpro.** The Proxy API is a 1-to-1 mapping of the Deskpro API. 4. **Get a unified response format.** Every response uses a single shape, with cursor-based pagination and data in the `result` field. ## Use cases - **Enrich support tickets with external product context** — SaaS companies building IT asset management, billing, or subscription tools can automatically inject relevant customer data into Deskpro tickets via internal notes and custom fields, so agents never have to context-switch or ask redundant questions. - **Calculate customer health scores from ticket data** — Customer success platforms can pull open tickets, SLA breach rates, and ticket severity distributions per organization from Deskpro to power automated health scoring and churn-risk alerts for account managers. - **Power AI triage and draft responses on new tickets** — AI support SaaS products can listen for new Deskpro tickets, analyze message content for intent and sentiment, and post drafted responses or triage recommendations as internal notes — cutting agent resolution time significantly. - **Sync customer and organization records bidirectionally** — CRM and customer data platforms need to keep Deskpro Users and Organizations in sync with their own records so that changes to account tier, contact info, or ownership are reflected in ticket routing and SLA policies without manual intervention. - **Trigger external escalation workflows from ticket events** — Incident management and DevOps SaaS products can react to high-severity Deskpro ticket creation to automatically page on-call engineers, create mirrored issues in bug trackers, or kick off remediation runbooks. ## What you can build - **Automated ticket creation from external alerts** — Programmatically create Deskpro tickets from monitoring, billing, or security alerts so issues surface in the helpdesk without manual entry. - **Internal note injection for agent context** — Post hidden internal notes onto tickets containing AI-generated drafts, sentiment warnings, or enriched customer data that agents see without the end-user being notified. - **Two-way organization and user sync** — Keep Deskpro Users and Organizations continuously synchronized with your SaaS product's customer records, including custom fields like account tier or contract value. - **Ticket routing and assignment engine** — Update ticket agent or agent group assignments via API based on external logic such as skill-based routing, workload balancing, or account ownership rules from your platform. - **Knowledge base article search for AI deflection** — Query Deskpro's knowledge base articles to feed into your AI support product's retrieval pipeline, enabling automated self-service responses grounded in existing help content. - **SLA and ticket analytics dashboard** — Pull ticket status, urgency, custom fields, and SLA metrics from Deskpro to render support performance dashboards inside your own product for customer success or operations teams. ## FAQs ### What authentication methods does Deskpro's API support? Deskpro's REST API v2 supports API key authentication (token-based, tied to an agent account) and OAuth 2.0 for third-party app integrations. Truto can manage either auth flow on your behalf, handling token storage and refresh. ### Does Deskpro support webhooks for real-time event notifications? Yes. Deskpro supports configurable webhooks that fire on events like ticket creation, status changes, and new messages. This enables event-driven architectures where your SaaS reacts to helpdesk activity in near real-time. ### Can I read and write custom fields on Deskpro tickets and users? Yes. Deskpro's API exposes custom fields on Tickets, Users, and Organizations. You can read custom field values when fetching objects and set them when creating or updating records, which is essential for enrichment and routing workflows. ### Are there rate limits on the Deskpro API? Deskpro applies rate limits that vary by deployment type (Cloud vs. On-Premise). Cloud instances enforce per-minute request caps. Truto handles pagination and can implement request throttling to keep your integration within limits. ### Is a Truto Unified API available for Deskpro today? Deskpro is not yet mapped to a Truto Unified API. However, Truto builds integrations on request. Once built, you get normalized access to Deskpro's Tickets, Users, Organizations, Messages, and other objects alongside other helpdesk providers through a single schema. ### Does the integration work with on-premise Deskpro deployments? Deskpro's API is available on both cloud and on-premise installations. For on-premise or private cloud deployments, connectivity depends on network accessibility. Truto can work with your team to configure secure access to self-hosted Deskpro instances.