--- title: FuseDesk API Integration on Truto slug: fusedesk category: Helpdesk canonical: "https://truto.one/integrations/detail/fusedesk/" --- # FuseDesk API Integration on Truto **Category:** Helpdesk **Status:** Generally available ## Unified APIs ### Unified User Directory API - **Groups** — Groups are a collection of users in the source application. In some applications, they might also be called Teams. - **Roles** — The Role object represents a role of a User. - **Users** — The User object represents a User. ### Unified Ticketing API - **Attachments** — Attachments are the files associated with a ticket or a comment. - **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. - **Teams** — Teams represent the grouping system used for Users. These are usually called groups, teams, agent groups, etc. in the underlying products. A User can belong to one or more Teams. - **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. ## MCP-ready AI tools Truto exposes 13 tools for FuseDesk that AI agents can call directly. - **list_all_fusedesk_contacts** — Search contacts in FuseDesk by search text. Returns id, firstName, lastName, emailAddress, company, dateCreated, and crmId fields for matching contacts. - **get_single_fusedesk_contact_by_id** — Use this endpoint to get a single contact from the Fusedesk account. It always requires an ID to fetch. - **list_all_fusedesk_departments** — Get all departments including archived ones in FuseDesk. Returns id, name, repUserIds, allReps, replyTemplateId, templateCategory, staleWarning, stale, feedbackDelay, feedbackSample, feedbackTemplateId, feedbackFrequency, phone, dateCreated, and dateArchived fields. - **get_single_fusedesk_department_by_id** — Use this endpoint to get a single department from the Fusedesk account. It always requires an ID to fetch. - **list_all_fusedesk_reps** — Returns a list of both active and disabled reps/users with their details. - **get_single_fusedesk_rep_by_id** — Use this endpoint to get a single rep/user from Fusedesk. It always requires an ID to fetch. - **list_all_fusedesk_chats** — Get a list of all active chats in Fusedesk. Returns fields including id, dateCreated, title, repId, contactId, clientName, lastMessage, dateLastMessage, lastMessageSender, departmentId, and isArchived. - **get_single_fusedesk_chat_by_id** — Get a chat by id in Fusedesk. Returns chat details including id, dateCreated, title, clientName, lastMessage, and messages array with message history. - **list_all_fusedesk_case_tags** — Get all case tags in Fusedesk. Returns id, tagname, and totalcases for each tag. - **get_single_fusedesk_email_by_id** — Get an email by id in Fusedesk. Returns the email content and metadata for the specified id. - **list_all_fusedesk_emails** — Retrieves all emails available in your Fusedesk account. - **list_all_fusedesk_cases** — Get a list of cases in Fusedesk. Returns caseid, status, contactid, and date_opened fields. - **get_single_fusedesk_case_by_id** — Get a case and its full case history in Fusedesk by caseId. Returns case details including history and status. ## How it works 1. **Link your customer's FuseDesk 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 FuseDesk.** The Proxy API is a 1-to-1 mapping of the FuseDesk 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 customer agents with full ticket and chat history** — Conversational AI platforms can ingest historical FuseDesk cases, chats, and emails via Truto's Unified Ticketing API to train models and deflect tier-1 queries — then automatically escalate complex issues by creating new cases routed to the right department. - **Embed a native support dashboard in your client portal or LMS** — Membership site and LMS platforms can look up FuseDesk contacts by email, pull their open and closed cases, and render a fully branded 'My Support Tickets' view so end users never leave the product to check ticket status. - **Generate customer health scores from helpdesk signals** — Customer success and churn prevention platforms can sync FuseDesk cases and case tags to detect friction patterns — like repeated bug reports or login issues — and automatically flag at-risk accounts for proactive outreach. - **Automate ticket creation from billing or scheduling events** — Workflow automation and billing SaaS products can create FuseDesk cases when external events occur (e.g., failed payments or missed appointments), routing them to the correct department with full context attached. - **Unify support rep analytics across helpdesks** — BI and RevOps platforms can pull FuseDesk rep rosters, department assignments, and case volumes through Truto's Unified User Directory and Ticketing APIs to benchmark agent performance alongside data from other helpdesks. ## What you can build - **Two-way ticket lifecycle sync** — Sync FuseDesk cases, statuses, tags, and contact associations into your product in real time using Truto's Unified Ticketing API, so your users always see up-to-date ticket data without switching tools. - **CRM-linked contact resolution** — Match FuseDesk contacts to CRM records using the returned crmId field, letting your platform bridge support interactions with sales and revenue data automatically. - **Intelligent department-based ticket routing** — Query FuseDesk departments and their assigned reps to programmatically route new or escalated tickets to the right team — such as sending refund requests directly to a Billing department. - **Conversation feed aggregation** — Pull chat transcripts and email threads from FuseDesk into a unified conversation timeline your users can search, display, or run sentiment analysis on without leaving your app. - **Tag-driven automation triggers** — Read FuseDesk case tags to detect ticket categories and fire downstream workflows — like triggering an onboarding sequence when a case tagged 'Setup Complete' is closed. - **Support rep directory and assignment management** — List active and disabled FuseDesk reps and their department memberships through Truto's Unified User Directory API to power auto-assignment rules or build agent performance dashboards. ## FAQs ### What authentication method does the FuseDesk integration use? FuseDesk uses API key authentication. Your end users provide their FuseDesk API key when connecting their account through Truto, and Truto manages credential storage and request signing on every call. ### Which Truto Unified APIs does FuseDesk map to? FuseDesk maps to Truto's Unified Ticketing API (Tickets, Contacts, Comments, Tags, Teams, Ticket Status, Users, Attachments) and Unified User Directory API (Users, Groups, Roles). This means you can query FuseDesk data using the same schema you use for other helpdesk integrations. ### Can I retrieve the full conversation history for a FuseDesk case? Yes. FuseDesk chats and emails are available as separate resources via list_all_fusedesk_chats, get_single_fusedesk_chat_by_id, list_all_fusedesk_emails, and get_single_fusedesk_email_by_id. These map to Comments in the Unified Ticketing API and include message content and sender information. ### Does Truto handle pagination for FuseDesk list endpoints? Yes. Truto abstracts away FuseDesk's pagination mechanics across all list endpoints — cases, contacts, reps, departments, chats, emails, and tags — so you can iterate through full result sets with a consistent cursor-based interface. ### Can I link a FuseDesk contact back to their CRM record? Yes. FuseDesk contact objects include a crmId field that references the contact's record in the connected CRM (Keap, ActiveCampaign, etc.). This is returned when you call list_all_fusedesk_contacts or get_single_fusedesk_contact_by_id, making it straightforward to join support and CRM data. ### What operations are currently supported — read-only or read-write? The available tools support listing and retrieving FuseDesk resources (cases, contacts, reps, departments, chats, emails, and case tags). If you need write operations like creating or updating cases, contact Truto to discuss enabling additional endpoints.