--- title: SolarWinds Service Desk API Integration on Truto slug: solarwindsservicedesk category: Helpdesk canonical: "https://truto.one/integrations/detail/solarwindsservicedesk/" --- # SolarWinds Service Desk 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. - **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. - **Tasks** — Task represent a smaller subdivision of a Ticket, which could be the list of things to do in a Ticket. - **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 27 tools for SolarWinds Service Desk that AI agents can call directly. - **list_all_solarwindsservicedesk_users** — A user is someone who has access to an organization in Bigin. Use this endpoint to get all users in the Zoho Bigin account. - **get_single_solarwindsservicedesk_user_by_id** — Use this endpoint to get a single user in the Zoho Bigin account. It always requires the ID to fetch. - **delete_a_solarwindsservicedesk_user_by_id** — Use this endpoint to delete a single user in the Zoho Bigin account. It always requires the ID to delete a user. - **update_a_solarwindsservicedesk_user_by_id** — Use this endpoint to update a user in the Solar Winds Service Desk account. It always requires the ID to update. - **create_a_solarwindsservicedesk_user** — Use this endpoint to create a user in the Solar Winds Service Desk account. - **list_all_solarwindsservicedesk_roles** — In Zoho Bigin, each organization has a defined set of roles that determine data access based on a hierarchy. These roles are assigned to users according to their responsibilities. Use this endpoint to retrieve a list of all the roles available in your organization. - **get_single_solarwindsservicedesk_role_by_id** — Use this endpoint to get a single role in the Solar Winds Service Desk account. It always requires the ID to fetch. - **list_all_solarwindsservicedesk_groups** — Use this endpoint to get all groups in the Solar Winds Service Desk account. Use the name query parameter to filter by group name. - **get_single_solarwindsservicedesk_group_by_id** — Use this endpoint to get a single group in the Solar Winds Service Desk account. It always requires the ID to fetch. - **create_a_solarwindsservicedesk_group** — Use this endpoint to create a group in the Solar Winds Service Desk account. - **update_a_solarwindsservicedesk_group_by_id** — Use this endpoint to update a group in the Solar Winds Service Desk account. It always requires the ID to be updated. - **delete_a_solarwindsservicedesk_group_by_id** — Use this endpoint to delete a group in the Solar Winds Service Desk account. It always requires the ID to be deleted. - **list_all_solarwindsservicedesk_categories** — Use this endpoint to get all categories in the Solar Winds Service Desk account. - **get_single_solarwindsservicedesk_category_by_id** — Use this endpoint to get a single category in the Solar Winds Service Desk account. It always requires the ID to fetch. - **delete_a_solarwindsservicedesk_category_by_id** — Use this endpoint to delete a category in the Solar Winds Service Desk account. It always requires the ID to be deleted. - **create_a_solarwindsservicedesk_category** — Use this endpoint to create a category in the Solar Winds Service Desk account. - **update_a_solarwindsservicedesk_category_by_id** — Use this endpoint to update a category in the Solar Winds Service Desk account. It always requires the ID to be updated. - **list_all_solarwindsservicedesk_incidents** — Use this endpoint to get all incidents available in the Solar Winds Service Desk account. Used the layout query parameter to get more detailed information, including properties such as comments, attachments, service statistics, and more. - **get_single_solarwindsservicedesk_incident_by_id** — Use this endpoint to get a single incident in the Solar Winds Service Desk account. It always requires the ID to fetch. Used the layout query parameter to get more detailed information, including properties such as comments, attachments, service statistics, and more. - **update_a_solarwindsservicedesk_incident_by_id** — Use this endpoint to update an incident in the Solar Winds Service Desk account. It always requires the ID to be updated. - **delete_a_solarwindsservicedesk_incident_by_id** — Use this endpoint to delete an incident in the Solar Winds Service Desk account. It always requires the ID to be deleted. - **create_a_solarwindsservicedesk_incident** — Use this endpoint to create an incident in the Solar Winds Service Desk account. - **solarwindsservicedesk_attachments_download** — Use this endpoint to download the files attached to incidents in the Solar Winds Service Desk account. - **get_single_solarwindsservicedesk_task_by_id** — Use this endpoint to get a single task related to an incident in the Solar Winds Service Desk account. It always requires the ID to fetch. - **create_a_solarwindsservicedesk_comment** — Use this endpoint to create a comment in the Solar Winds Service Desk account. - **update_a_solarwindsservicedesk_comment_by_id** — Use this endpoint to update a comment in the Solar Winds Service Desk account. It always requires the ID to be updated. - **delete_a_solarwindsservicedesk_comment_by_id** — Use this endpoint to delete a comment in the Solar Winds Service Desk account. It always requires the ID to be deleted. ## How it works 1. **Link your customer's SolarWinds Service Desk 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 SolarWinds Service Desk.** The Proxy API is a 1-to-1 mapping of the SolarWinds Service Desk 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 - **Automatically escalate security alerts as ITSM incidents** — Security and observability platforms can push critical findings directly into SolarWinds Service Desk as categorized, prioritized incidents — routed to the right group — so IT teams act on threats without switching tools. - **Sync employee lifecycle events to IT service workflows** — HRIS and identity platforms can provision users in SolarWinds Service Desk and trigger onboarding or offboarding incidents and tasks, ensuring IT is looped in the moment an employee is hired, transferred, or terminated. - **Bridge conversational support with ITSM ticketing** — AI chatbots and collaboration tools can create incidents on behalf of employees and sync comments bi-directionally, so end users never leave Slack or Teams while IT agents work entirely inside SolarWinds Service Desk. - **Centralize cross-tool ticket context with attachments and comments** — SaaS products that generate diagnostic logs, compliance reports, or screenshots can attach them directly to incidents via the API, giving service desk agents full context without manual file transfers. - **Maintain a unified internal directory across IT tools** — Platforms managing user access, roles, or organizational structure can keep SolarWinds Service Desk's user directory in sync — creating, updating, and deactivating accounts as the source of truth changes. ## What you can build - **Two-way incident comment sync** — Stream comments between your product and SolarWinds Service Desk incidents in real time using create, update, and delete comment operations so conversations stay unified across both platforms. - **Automated incident creation with smart routing** — Create incidents pre-categorized and assigned to the correct group by fetching available categories and groups from SolarWinds Service Desk, eliminating manual triage for your customers' IT teams. - **Employee provisioning and deprovisioning pipeline** — Automatically create, update, or delete SolarWinds Service Desk user accounts and assign roles and groups when employee records change in your platform. - **Attachment-powered diagnostic context** — Push log files, screenshots, or reports into incidents and let agents download attachments from SolarWinds Service Desk directly inside your product using the attachments download endpoint. - **Task-aware workflow orchestration** — Read task details tied to SolarWinds Service Desk incidents to track sub-work completion status and trigger downstream actions in your product when specific tasks are resolved. - **Role and group mapping for access governance** — List and read roles and groups from SolarWinds Service Desk to build permission-aware dashboards or enforce access policies that mirror your customers' existing ITSM structure. ## FAQs ### What authentication method does the SolarWinds Service Desk integration use? SolarWinds Service Desk uses token-based API authentication. Truto handles token management so your application and your end users don't need to deal with auth flows manually. ### Which SolarWinds Service Desk plan tiers support API access? API access is typically gated behind the Advanced and Premier plan tiers. Your integration documentation should advise end users to confirm they have the appropriate license before connecting their account via Truto. ### What operations are supported on incidents? You can list all incidents, get a single incident by ID, create new incidents, update existing incidents, and delete incidents. Comments and attachments can also be managed on incidents, enabling full lifecycle management. ### Can I manage users, roles, and groups through this integration? Yes. You can create, read, update, and delete users, and create, read, update, and delete groups. Roles are read-only — you can list all roles and get a single role by ID, but cannot create or modify them. ### Does Truto handle pagination for SolarWinds Service Desk list endpoints? Yes. Truto abstracts pagination across all list endpoints (users, incidents, categories, groups, roles) so you receive consistent, complete result sets without implementing provider-specific pagination logic. ### Which Unified APIs map to SolarWinds Service Desk? SolarWinds Service Desk is covered by both the Unified Ticketing API (tickets, comments, attachments, tasks, teams, collections, users, ticket priorities, ticket status) and the Unified User Directory API (users, roles, groups), letting you normalize SWSD data alongside other helpdesk and directory providers.