--- title: Trengo API Integration on Truto slug: trengo category: Ticketing canonical: "https://truto.one/integrations/detail/trengo/" --- # Trengo API Integration on Truto **Category:** Ticketing **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. - **Fields** — Fields represent the attributes defined for various entities in the underlying product. Depending on the underlying product, custom attributes can be defined by a User on various entities like Ticket, Contact, etc. is_user_defined attribute within Field can be used to differentiate between custom and system defined Fields. - **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 Trengo 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 Trengo.** The Proxy API is a 1-to-1 mapping of the Trengo 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 - **Enrich agent context with external customer data** — SaaS platforms that manage customer profiles, subscriptions, or order data can push relevant context into Trengo Contacts and custom Fields, giving support agents immediate visibility without leaving their inbox. - **Automate ticket creation from external system events** — Billing, logistics, or operations platforms can programmatically create Tickets in Trengo when critical events occur — like a failed payment or a delayed shipment — ensuring the right Team picks up the conversation proactively. - **Sync ticket lifecycle for cross-platform workflows** — Project management or escalation tools can read and update Ticket Status, Tags, and Comments in Trengo to keep external tasks and support threads in lockstep, closing the loop between engineering and customer-facing teams. - **Power AI-driven QA and conversation analytics** — AI and analytics SaaS products can ingest Tickets, Comments, and Attachments from Trengo to score agent performance, detect churn risk, and write back Tags or internal notes to trigger real-time interventions. - **Map agent identities for intelligent routing** — Workforce management or CRM platforms can pull Users and Teams from Trengo to build routing rules that automatically assign tickets based on agent skills, availability, or customer tier. ## What you can build - **Two-way ticket status sync** — Automatically update Trengo Ticket Status when a linked task is resolved in your platform, and reflect Trengo status changes back into your app in real time. - **Contextual sidebar enrichment via custom Fields** — Push structured data like booking IDs, subscription tiers, or order totals into Trengo Contact Fields so agents see rich context without switching tools. - **Internal note injection for cross-team collaboration** — Post Comments as internal notes on Trengo Tickets to relay backend information — like refund approvals or escalation updates — directly to agents without exposing it to customers. - **Auto-tagging engine for ticket categorization** — Write Tags to Trengo Tickets based on your platform's AI classification or business rules, enabling automated triage and reporting inside the Trengo inbox. - **Agent and Team directory sync** — Pull Users and Teams from Trengo into your platform to power assignment rules, capacity planning dashboards, or identity mapping across systems. - **Event-driven proactive ticket creation** — Generate new Trengo Tickets assigned to specific Teams with pre-populated Tags and Fields when your system detects actionable events like payment failures or SLA breaches. ## FAQs ### What Unified APIs does Truto support for Trengo? Trengo is mapped to the Unified Ticketing API (Tickets, Ticket Status, Comments, Contacts, Attachments, Fields, Tags, Teams, Users) and the Unified User Directory API (Users, Groups, Roles). Specific tools are built on request — contact Truto to discuss your requirements. ### How does authentication work for Trengo through Truto? Trengo's API uses API key-based authentication. Truto handles credential storage and token management so your end users can connect their Trengo accounts securely without you building auth flows from scratch. ### Can I read and write custom fields on Trengo Contacts and Tickets? Yes. The Unified Ticketing API's Fields and Contacts resources allow you to both read existing custom field values and write data into them, enabling context enrichment workflows like pushing booking IDs or subscription tiers into Trengo. ### Does the integration support both reading and creating Tickets? Yes. Through the Unified Ticketing API you can list and read existing Tickets, create new ones, and update properties like Ticket Status, Tags, and assigned Teams. ### How does Truto handle pagination and rate limits for the Trengo API? Truto abstracts away Trengo's pagination and rate limiting. When you query the Unified API, Truto manages cursor-based or offset pagination and respects Trengo's rate limits with automatic retry logic, so you get consistent results without writing defensive code. ### Are Trengo tools available today or built on request? Trengo integration tools are currently built on request. Truto can scope and deliver the specific resources and operations you need quickly — reach out to discuss your use case and timeline.