--- title: "Re:amaze API Integration on Truto" slug: reamaze category: Helpdesk canonical: "https://truto.one/integrations/detail/reamaze/" --- # Re:amaze API Integration on Truto **Category:** Helpdesk **Status:** Generally available ## Unified APIs ### Unified User Directory API - **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. - **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. - **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 Re:amaze 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 Re:amaze.** The Proxy API is a 1-to-1 mapping of the Re:amaze 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 chat conversations to human agents in Re:amaze** — AI chatbot and frontline support platforms can automatically create tickets in their customers' Re:amaze accounts when a conversation needs human intervention, passing along the full chat transcript as an internal comment and assigning the ticket to the right agent. - **Proactively create support tickets from logistics and returns events** — Returns management and shipping platforms can automatically open or update tickets in Re:amaze when a package is lost, delayed, or a return is initiated — ensuring support teams are alerted before the customer even reaches out. - **Route negative reviews into the support queue for immediate follow-up** — Reviews and reputation management SaaS products can create tagged tickets in Re:amaze when a customer leaves a low-star review, enabling support teams to do fast damage control without manually monitoring review feeds. - **Sync bug reports between Re:amaze and engineering tools** — Developer QA and bug tracking platforms can detect bug-tagged conversations in Re:amaze, link them to engineering issues, and keep comments synchronized — so customers get status updates without agents manually copying information between systems. - **Enrich customer context by syncing contact data across platforms** — CRM, CDP, and loyalty platforms can match and sync contact records with Re:amaze so that support agents always see the most up-to-date customer profile, including identity details managed outside the helpdesk. ## What you can build - **Automated ticket creation from external events** — Create Re:amaze conversations programmatically when your product detects a trigger event — like a failed delivery, a bad review, or an AI escalation — using the Unified Ticketing API's Tickets resource. - **Internal note injection for agent context** — Post internal-only comments on Re:amaze tickets containing system-generated context such as return tracking links, AI chat transcripts, or order details, so agents never have to leave their inbox. - **Two-way comment sync between Re:amaze and your product** — Keep comments on a Re:amaze ticket in sync with a parallel thread in your application — such as an engineering issue tracker or an internal case management tool — using the Unified Ticketing API's Comments resource. - **Ticket status lifecycle management** — Automatically update Re:amaze conversation statuses (open, archived, unassigned) from your product when an external workflow resolves — like closing a ticket when a return is completed or a bug fix ships. - **Agent lookup and smart ticket assignment** — Query available Re:amaze staff members and their roles via the Unified User Directory API to route new tickets to the correct support tier or account manager automatically. - **File attachment delivery to tickets** — Attach return shipping labels, screenshot evidence, invoices, or other documents directly to Re:amaze tickets using the Unified Ticketing API's Attachments resource. ## FAQs ### How does Truto handle authentication with Re:amaze? Re:amaze uses API token-based authentication (a combination of brand slug and API token). Truto manages credential storage and auth handling so your end users can connect their Re:amaze accounts without you building custom auth flows. ### How do Re:amaze concepts map to Truto's Unified Ticketing API? Re:amaze 'Conversations' map to Tickets, 'Messages' map to Comments (with internal notes distinguished by a visibility flag), 'Contacts' map to Contacts, and 'Staff' map to Users. Ticket statuses like open, archived, and unassigned map to the Ticket Status resource. ### Are there specific tools already available for Re:amaze on Truto? Re:amaze integration tools are built on request. Truto supports the Unified Ticketing API (Tickets, Comments, Contacts, Attachments, Collections, Ticket Status, Users) and Unified User Directory API (Users, Roles) for Re:amaze. Contact Truto to activate the integration for your account. ### Does Truto handle pagination and rate limits for the Re:amaze API? Yes. Truto abstracts away Re:amaze's API pagination and rate limiting so you can query large datasets — like all open tickets or full contact lists — without writing custom retry or cursor-management logic. ### Can I distinguish between public replies and internal notes when creating comments? Yes. Re:amaze differentiates messages by a visibility field (0 for regular/public, 1 for internal note). Through Truto's Unified Ticketing Comments resource, you can specify whether a comment should be visible to the customer or posted as an internal-only note for agents. ### What kinds of data can I attach to Re:amaze tickets via Truto? Re:amaze supports file attachments via URL. Using Truto's Attachments resource, you can attach documents like return labels, invoices, or screenshots to tickets by providing the file URL.