--- title: Richpanel API Integration on Truto slug: richpanel category: Helpdesk canonical: "https://truto.one/integrations/detail/richpanel/" --- # Richpanel 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 Priorities** — Ticket Priorities represent the intended order in which the Tickets should be worked on. Some products provide customizing the Ticket Priorities. - **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 19 tools for Richpanel that AI agents can call directly. - **list_all_richpanel_users** — List all users (agents) in Richpanel. Returns an array of user objects with details about each user. - **get_single_richpanel_user_by_id** — Get details of a user in Richpanel using id. Returns user fields including id, name, created_at, and updated_at. - **list_all_richpanel_teams** — List teams in Richpanel. Returns team objects with id, name, organization_id, created_at, and updated_at fields. - **list_all_richpanel_tags** — List tags in Richpanel. Returns id, updated_at, organization_id, created_at, description, and name for each tag. - **create_a_richpanel_tag** — Create a tag with name and description in Richpanel. Returns the id of the created tag. - **list_all_richpanel_channels** — List channels in Richpanel. Returns an array of channels with fields id, created_at, updated_at, business_brand_name, and type. - **get_single_richpanel_channel_by_id** — Get information about a specific channel by id in Richpanel. Returns id, created_at, updated_at, business_brand_name, and type fields. - **richpanel_files_upload** — Upload a file in Richpanel. Returns status 200 on success or 400 on failure. - **list_all_richpanel_orders** — Get order details linked to a conversation in Richpanel using conversation_id. Returns orderId and appClientId if linked, otherwise returns an empty object. - **get_single_richpanel_order_by_id** — Get a specific order in Richpanel using appclient_id and id. Returns fields such as order_id, status, amount, payment_status, items, fulfilment details, and billing_address for the requested order. appclient_id is available in the response of the list endpoint - **get_single_richpanel_customer_by_id** — Get customer details by type (email or phone) and id in Richpanel. Returns customer information matching the provided email or phone number. - **create_a_richpanel_customer** — Create or update a customer in Richpanel. Returns the customer's id and uid in the response. - **get_single_richpanel_conversation_by_id** — Get conversation details by id in Richpanel. Returns fields including id, created_at, status, subject, assignee_id, priority, organization_id, first_response_time, resolution_duration, comments with author_id and body, and tags. - **create_a_richpanel_conversation** — Create a conversation in Richpanel with ticket object including status, comment with sender_type and body, tags, customer_profile, priority, subject, and via channel. Returns ticket id, created_at, updated_at, assignee_id, organization_id, priority, recipient, status, subject, via, and comments with author_id, created_at, body, id, metadata, plain_body, type, via, isOperator, url, and tags. - **update_a_richpanel_conversation_by_id** — Update a conversation using id in Richpanel. Returns updated conversation with fields like status, comment (message body, sender_type, public, author_id, created_at), via (channel), source, tags, assignee_id, and customer_profile. - **list_all_richpanel_conversations** — Returns all conversations in Richpanel. Returns fields including id, created_at, status, subject, assignee_id, priority, organization_id, first_response_time, resolution_duration, comments with author_id and body, and tags. This also returns the messages within a conversation (including the internal notes). - **create_a_richpanel_conversation_tag** — Add tags to a ticket in Richpanel. Requires conversation_id and tags array. Returns status 200 on success. - **richpanel_conversation_tags_remove** — Remove tags from a ticket in Richpanel. Requires id and tags. Returns status of the operation. - **list_all_richpanel_customer_conversations** — Get customer conversations by type and customer id in Richpanel. Requires type (email or phone) and id (customer's email or phone number). Returns the list of conversations for the specified customer. ## How it works 1. **Link your customer's Richpanel 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 Richpanel.** The Proxy API is a 1-to-1 mapping of the Richpanel 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 - **Automate ticket triage with AI-powered categorization** — AI support platforms can poll Richpanel conversations, analyze incoming messages alongside linked order data, and automatically apply tags and priority levels — reducing manual triage for eCommerce support teams. - **Inject return and warranty events into the helpdesk** — Post-purchase and returns management SaaS products can automatically create Richpanel tickets when a return is initiated, attach shipping labels via file upload, and keep agents in the loop without requiring them to leave their inbox. - **Bridge voice and SMS channels into Richpanel** — Cloud telephony and messaging platforms can push call recordings, transcripts, and SMS threads into Richpanel as new conversations, giving eCommerce agents a complete omnichannel view they wouldn't otherwise have. - **Power QA dashboards with agent performance data** — Customer service quality assurance tools can pull conversation histories, resolution metrics, and agent assignments from Richpanel to score interactions and surface coaching insights across shifts and teams. - **Enrich support conversations with external context** — Loyalty, subscription, or logistics platforms can look up customers, retrieve their order details, and push relevant context directly into Richpanel conversations so agents resolve issues faster. ## What you can build - **Two-way conversation sync with automatic tagging** — Create, update, and tag Richpanel conversations from your product, and pull new ticket activity back in real time using the Unified Ticketing API. - **Order-aware ticket creation** — Automatically fetch Richpanel order data and attach it when opening new support tickets, giving agents immediate context on line items, fulfillment status, and billing details. - **Agent and team directory sync** — Map your platform's users to Richpanel agents and teams via the Unified User Directory API to power routing rules, assignment logic, and performance attribution. - **Automated file attachment pipeline** — Upload return labels, damage claim photos, or generated documents directly into Richpanel conversations using the file upload endpoint, triggered by events in your product. - **Customer identity resolution and creation** — Look up existing Richpanel customers by ID or create new customer profiles programmatically to ensure every support interaction is tied to the right shopper record. - **Dynamic tag-based workflow engine** — Add or remove conversation tags based on external signals — like sentiment scores, VIP status, or order value thresholds — to drive Richpanel automation rules downstream. ## FAQs ### What authentication method does the Richpanel integration use? Truto handles the full auth flow for Richpanel on your behalf. Your end users connect their Richpanel accounts through Truto's embedded linking experience, and Truto manages token storage and refresh so you never deal with credential management directly. ### Which Richpanel resources can I read and write through Truto? You can list and retrieve users, teams, tags, channels, orders, customers, and conversations. You can also create customers, conversations, and tags, update conversations, upload files, and add or remove tags on conversations. ### Can I use Truto's Unified Ticketing API with Richpanel? Yes. Richpanel is mapped to Truto's Unified Ticketing API, which provides standardized models for Tickets, Contacts, Comments, Tags, Teams, Attachments, Users, Ticket Priorities, and Ticket Status. This means the same integration code you write for other helpdesks works with Richpanel out of the box. ### Does Truto handle pagination when listing Richpanel conversations or orders? Yes. Truto abstracts away Richpanel's pagination logic. When you call list endpoints like list_all_richpanel_conversations or list_all_richpanel_orders, Truto handles cursor or page-based pagination automatically and returns consistent responses. ### Can I add internal notes to existing Richpanel conversations? Yes. Using update_a_richpanel_conversation_by_id, you can append comments to a conversation, including internal notes that are only visible to agents — useful for AI-drafted suggestions or system-generated context. ### Is Richpanel order data accessible through the integration? Yes. You can retrieve orders via list_all_richpanel_orders and get_single_richpanel_order_by_id, which return order amounts, line items, fulfillment state, and billing details — a uniquely valuable data set for eCommerce-focused workflows.