--- title: LiveAgent API Integration on Truto slug: liveagent category: Helpdesk canonical: "https://truto.one/integrations/detail/liveagent/" --- # LiveAgent 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. - **Users** — The User object represents a User. ### Unified Ticketing API - **Accounts** — Accounts represent the companies or organizations that you are in contact with. Accounts have one or more Contacts associated with them. - **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. ## How it works 1. **Link your customer's LiveAgent 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 LiveAgent.** The Proxy API is a 1-to-1 mapping of the LiveAgent 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 - **Escalate AI conversations to human agents in LiveAgent** — AI support and chatbot SaaS companies can automatically create tickets in their customers' LiveAgent accounts when a conversation requires human intervention, routing to the correct department and appending the full conversation transcript so agents never lose context. - **Surface open support tickets inside a CRM** — CRM platforms can pull ticket data, statuses, and contact associations from LiveAgent to give account executives real-time visibility into active support issues — preventing poorly timed outreach and enabling proactive customer management. - **Automate QA scoring across helpdesk interactions** — Agent coaching and QA platforms can fetch resolved tickets, comments, and assigned agent data from LiveAgent to run sentiment analysis and quality grading, then push scorecards back as internal comments for managers to review. - **Log VoIP calls and voicemails as LiveAgent tickets** — Cloud telephony providers can create tickets from missed calls or voicemails, attach audio recordings, and link them to existing contacts so voice interactions flow into LiveAgent's universal inbox alongside every other channel. - **Trigger ticket updates from billing and subscription events** — Billing and subscription management platforms can apply tags, update ticket statuses, or create new tickets in LiveAgent when payment events occur — enabling support teams to act on churn signals or payment failures immediately. ## What you can build - **Two-way ticket sync with LiveAgent** — Keep tickets, statuses, and comments synchronized between your product and your customers' LiveAgent instances in real time using the Unified Ticketing API. - **Automated department-aware ticket routing** — Query LiveAgent teams and groups through the Unified APIs to dynamically route new tickets to the correct department without hardcoding department IDs. - **Contact and account directory sync** — Sync customer contact records between your platform and LiveAgent so support agents always see up-to-date customer profiles and your product reflects the latest helpdesk data. - **Contextual ticket enrichment with attachments and comments** — Append screenshots, logs, transcripts, or internal notes to existing LiveAgent tickets so agents get full context without leaving their inbox. - **Agent performance dashboards powered by LiveAgent data** — Pull users, resolved tickets, and comment threads from LiveAgent to build external reporting and coaching dashboards for support team leads. - **Tag-based automation triggers** — Programmatically apply or read tags on LiveAgent tickets to trigger workflows in your product — such as escalation paths, SLA alerts, or customer health score updates. ## FAQs ### Which Truto Unified APIs support LiveAgent? LiveAgent is supported through the Unified Ticketing API (covering Tickets, Comments, Contacts, Accounts, Attachments, Tags, Teams, Ticket Status, and Users) and the Unified User Directory API (covering Users and Groups). Specific tools are built on request. ### How do end users authenticate their LiveAgent accounts? LiveAgent's API uses API key-based authentication. End users provide their LiveAgent API key and instance URL through Truto's managed auth flow, so your application never handles raw credentials directly. ### Can I create tickets and add comments programmatically? Yes. The Unified Ticketing API supports creating tickets, posting comments (including internal notes), updating ticket statuses, applying tags, and attaching files — all through a single normalized interface. ### How does Truto handle LiveAgent's API pagination and rate limits? Truto abstracts away LiveAgent's pagination and rate limiting behind the Unified API layer. You work with a consistent cursor-based pagination model, and Truto manages retries and throttling on the provider side. ### Can I map LiveAgent departments to Teams in the Unified Ticketing API? Yes. LiveAgent's departments map to the Teams resource in the Unified Ticketing API and to Groups in the Unified User Directory API, allowing you to query available departments for routing or organizational purposes. ### What if I need a LiveAgent-specific capability not covered by the Unified APIs? Truto supports building custom tools on request for provider-specific functionality. If you need access to LiveAgent features beyond what the Unified Ticketing and User Directory APIs expose, the Truto team can scope and build those integrations.