Integrations

SupportHub integrates with external systems through scoped API clients, outbound webhooks, inbound mailbox payloads, update delivery endpoints, REST APIs, and GraphQL surfaces. Compared with TicketPro's ticket-centered integrations, SupportHub exposes broader CX resources such as customers, feedback, community, knowledge, status, automation, analytics, and platform modules.

API Clients

Admins create API clients at /integrations/api-clients. Each client has a name, active state, token prefix, hashed token, last-used metadata, and scopes. Plain tokens are only shown when created or rotated, so store them immediately.

API Authentication

External clients authenticate with either an Authorization bearer token or X-Api-Key. Plain tokens are shown once when created or rotated, then stored as SHA-256 hashes. The examples below use a SupportHub-style shp_ placeholder; treat the real token value shown by the app as opaque.

Authorization: Bearer shp_your_token_here

X-Api-Key: shp_your_token_here

API Scopes

Scope	Purpose
tickets.read	Read tickets, lookups, and suggestions.
tickets.write	Create or update tickets and internal notes.
tickets.reply	Add customer-facing replies.
tickets.attachments	Upload and download ticket attachments.
tickets.transitions	Move ticket status through transition endpoint.
tickets.bulk	Apply bulk ticket changes.
webhooks.read	Read webhook delivery records.
webhooks.write	Replay deliveries and receive inbound sync updates.
customers.read / customers.write	Read and manage Customer 360 requester records.
analytics.read / advanced_analytics.read	Read CX analytics and advanced platform snapshots.
automation.read	Read automation workflow resources.

GraphQL

SupportHub also exposes scoped GraphQL access at /graphql. API keys use the same scope checks as REST endpoints. Use GraphQL when a client needs combined customer and analytics data in one request.

Webhooks

Webhook subscriptions have name, connector type, endpoint URL, optional secret, event list, delivery profile, active state, last delivery time, and last delivery status. Connector types include generic, Slack, Teams, HRIS, CRM, payroll, and SIEM.

Webhook Events

Subscriptions can listen to * or specific ticket events such as ticket created, assigned, reassigned, status updated, replied, SLA warning, communication approval events, assigned down, and returned to lead.

Webhook Signature

If a secret is configured, outbound webhooks include X-SupportHub-Signature, which is an HMAC SHA-256 hash of the JSON body using the subscription secret. Webhooks also send X-SupportHub-Event and X-SupportHub-Ticket.

Inbound Mailboxes

Mailboxes accept inbound messages at /api/v1/mailboxes/{mailboxKey}/inbound. The request must include X-SupportHub-Mailbox-Token. Payload fields include from email, from name, subject, text body, HTML body, in-reply-to, references, and attachments.

Monitoring

The Operations Center shows active API clients, active webhooks, webhook failures, delivery logs, mailboxes, and heartbeats. Failed webhook deliveries can be replayed from Platform Ops or through the API when the client has webhooks.write.