--- title: Enchant API Integration on Truto slug: enchant category: Helpdesk canonical: "https://truto.one/integrations/detail/enchant/" --- # Enchant API Integration on Truto **Category:** Helpdesk **Status:** Generally available ## Unified APIs ### Unified User Directory API - **Users** — The User object represents a User. ### Unified Ticketing API - **Attachments** — Attachments are the files associated with a ticket or a comment. - **Collections** — Tickets and contacts can be grouped into Collections. Collection resource usually maps to the various grouping systems used in the underlying product. Some examples are lists, projects, epics, etc. You can differentiate between these grouping systems using the type attribute of a Collection. - **Comments** — Comments represent the communication happening on a Ticket, both between a User and a Contact and the internal things like notes, private comments, etc. A Ticket can have one or more Comments. - **Contacts** — Contact represent the external people you are in contact with. These could be customers, leads, etc. Contacts can be associated with an Account if the underlying product supports it. - **Tags** — Tags represent a common classification approach used in various ticketing systems. A Ticket may have one or more Tags associated with them. - **Ticket Status** — Ticket Status represents the completion level of the Ticket. Some products provide customizing the Ticket Status. - **Tickets** — Core resource which represents some work that needs to be carried out. Tickets are usually mapped to issues, tasks, work items, etc. depending on the underlying product. - **Users** — Users represent the people using the underlying ticketing system. They are usually called agents, team members, admins, etc. ## How it works 1. **Link your customer's Enchant 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 Enchant.** The Proxy API is a 1-to-1 mapping of the Enchant 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 - **Power AI support copilots with historical ticket data** — AI support products can ingest all historical tickets, comments, and attachments from their customers' Enchant accounts to train models and generate suggested responses. Truto's Unified Ticketing API standardizes the data pull so you don't have to build Enchant-specific pagination or auth logic. - **Automate returns and order issue workflows for e-commerce tools** — E-commerce operations platforms can programmatically create tickets in Enchant when a return or dispute is initiated, attach shipping labels, tag them for routing, and link the relevant customer contact — all through a single unified API call. - **Calculate account health scores from support activity** — Customer success platforms can continuously read tickets, statuses, and tags from Enchant to detect churn signals like spikes in high-priority tickets for a given account, enabling proactive intervention without requiring manual data exports. - **Close the loop between engineering tools and customer-facing tickets** — Developer tools and bug trackers can update Enchant ticket statuses and post comments when issues are resolved, ensuring customers are notified automatically and support agents don't have to manually relay engineering updates. - **Sync helpdesk agent rosters with identity and HR systems** — Workforce management and identity platforms can use the Unified User Directory API to read and sync Enchant agent accounts, supporting automated provisioning and deprovisioning as part of employee onboarding and offboarding workflows. ## What you can build - **Two-way ticket status sync** — Automatically update Enchant ticket statuses when issues are resolved in your product, and reflect Enchant status changes back into your app's UI in real time. - **Contextual support history panel** — Display a customer's full Enchant ticket and comment history inside your product's account view by pulling data through the Unified Ticketing API. - **Automated ticket creation with tags and attachments** — Programmatically create Enchant tickets pre-populated with contacts, tags for routing, and file attachments when events occur in your platform. - **Agent directory sync for provisioning** — Keep your product's user roster in sync with Enchant's agent list via the Unified User Directory API, enabling auto-provisioning and access control. - **Support volume analytics pipeline** — Continuously pull tickets, tags, and statuses from Enchant into your analytics or BI layer to surface resolution times, tag distributions, and agent workload metrics. - **Smart escalation tagging from external systems** — Push tags like 'Escalated' or 'VIP' onto Enchant tickets from your product so that Enchant's internal routing rules automatically direct them to the right team. ## FAQs ### What authentication method does Enchant use, and how does Truto handle it? ### Which Unified APIs does Truto support for Enchant? Truto supports the Unified User Directory API (Users) and the Unified Ticketing API, which covers Tickets, Ticket Status, Comments, Attachments, Contacts, Tags, Collections, and Users. ### Are there specific Truto tools available for Enchant? No pre-built tools are available yet. Truto builds tools for Enchant on request, so if you need a specific capability beyond the Unified APIs, reach out and the team will scope it. ### Can I create and update tickets in Enchant through Truto, or is it read-only? The Unified Ticketing API supports both read and write operations on standard resources like Tickets, Comments, Tags, and Ticket Status. The exact write operations available depend on Enchant's underlying API capabilities, which Truto maps to the unified schema. ### How does Truto handle Enchant's API pagination and rate limits? Truto abstracts away Enchant-specific pagination logic and manages rate limit handling automatically, so you can fetch large datasets — like full ticket histories — through simple paginated calls on the unified API without hitting throttling errors. ### What is the difference between Users and Contacts in the Enchant integration? Users represent internal agents and team members (available via both the Unified Ticketing API and the Unified User Directory API), while Contacts represent the external customers who submit tickets. This maps directly to Enchant's internal data model.