Overview

App Integration lets you connect OneDesk to other apps — Zapier (and the thousands of apps it reaches), Microsoft Teams, and Slack. When something happens in OneDesk (a ticket is created, a contact is updated), OneDesk can automatically send that information to another app so it reacts however you want.

To access App Integration, go to Settings → Integrations.

The Integrations page lists the apps you can connect. Selecting one opens its detail page, where you configure that app. Each app shows only what it needs — Zapier uses an API key, while Microsoft Teams and Slack use a channel webhook URL you paste in.

Key concepts

Two building blocks power every integration:

Concept	What it is
API key	A secret token that proves a request is coming from your organization (used by Zapier).
Webhook	A URL OneDesk sends event data to. When something happens, OneDesk POSTs the details there.

Connecting Zapier

Select Zapier on the Integrations page to open its detail page. There you’ll find the Connect with Zapier button, the How to connect steps, an API keys section, and the Webhooks Zapier has registered.

API keys

An API key is how Zapier authenticates with OneDesk on behalf of your organization. When you connect OneDesk in Zapier, you paste an API key so Zapier can act as your organization.

To create one, on the Zapier detail page open the API keys section and click New API key. Give it a name (for example, Zapier), click Generate, and copy the key — you can reveal it again later from the same page.

• Reveal — view the full key again with the eye icon.
• Copy — copy the key to your clipboard.
• Revoke — permanently disable a key. Any app using it stops working immediately.

Treat API keys like passwords. Anyone with a key can act as your organization, so only share them with trusted services, and revoke keys you no longer use.

The connection flow

1. Generate an API key — on the Zapier detail page, create an API key and copy it. You can reveal it again later from that page.
2. Click “Connect with Zapier” — on the Zapier detail page, click the Connect with Zapier button. It opens the OneDesk integration in Zapier.
3. Accept the invite — on the Zapier page, click Accept Invite & Build a Zap to add OneDesk to your Zapier account.
4. Create a new Zap — on the next page, click Create Zap to start building.
5. Choose OneDesk as the trigger — in the trigger step, search for and select OneDesk, then pick a trigger event (for example, “New Ticket”).
6. Connect your account with the API key — in the Account step, click Connect, paste the API key you generated in step 1 into the API key field, and confirm. Zapier verifies the key and shows your organization name — you’re connected.
7. Add an action — from the action step, choose the app and the action you want to run (Slack, Google Sheets, and 6,000+ more). Turn the Zap on, and OneDesk registers a webhook for it — visible on the Zapier detail page.

Connecting Microsoft Teams

Send OneDesk ticket activity straight to a Teams channel — no Zapier or API key needed. Teams uses an incoming webhook URL you create in Teams and paste into OneDesk.

Microsoft replaced the old “Connectors → Incoming Webhook” option with Workflows (Power Automate). The steps below use Workflows.

1. Open Workflows for the channel — in Microsoft Teams, go to the channel you want notifications in → the ⋯ menu → Workflows.
2. Add the webhook workflow — search for the template “Post to a channel when a webhook request is received” and add it. Pick the team and channel, then create it.
3. Copy the workflow URL — the workflow generates an HTTP POST URL. Copy it.
4. Add the channel in OneDesk — on the Integrations page, select Microsoft Teams, click Add Teams channel, give it a name, pick the events, paste the workflow URL, and save.
5. Done — when a matching event happens, OneDesk posts a formatted card to the Teams channel. Add more channels for other events.

Connecting Slack

Send OneDesk ticket activity straight to a Slack channel — no Zapier or API key needed. Slack uses an incoming webhook URL you create with a Slack app and paste into OneDesk.

1. Create a Slack app — go to api.slack.com/apps → Create New App → From scratch. Name it OneDesk and pick your workspace.
2. Enable Incoming Webhooks — in the app settings, open Incoming Webhooks and toggle it On.
3. Add a webhook to a channel — click Add New Webhook to Workspace, choose the channel to post to, and click Allow.
4. Copy the webhook URL — Slack generates a URL like https://hooks.slack.com/services/…. Copy it.
5. Add the channel in OneDesk — on the Integrations page, select Slack, click Add Slack channel, give it a name, pick the events, paste the webhook URL, and save.
6. Done — when a matching event happens, OneDesk posts a message to the Slack channel. Add more channels for other events.

Webhooks

A webhook is a URL that OneDesk sends event data to. When you turn on a Zap, Zapier automatically registers a webhook with OneDesk — you don’t create these by hand. From then on, whenever the matching event happens, OneDesk sends a signed request to that URL and Zapier runs your Zap.

Events OneDesk can send

Event	Fires when…
ticket.created	A new ticket is created.
ticket.updated	A ticket is updated (status, assignment, etc.).
ticket.tags.updated	A ticket’s tags change.
ticket.spam.updated	A ticket is marked as, or unmarked from, spam.
ticket.note.created	A public note is added to a ticket.
conversation.created	A new reply or message is added to a ticket.
contact.updated	A contact is updated.
contact.deleted	A contact is deleted.
automation.triggered	An automation with an integration action matches.

Managing webhooks

Each app’s detail page lists its own webhooks — the ones Zapier registered on the Zapier page, and the channels you added on the Microsoft Teams and Slack pages. Each shows its event, target URL, and status. From the actions menu you can:

• Rename — give a Zapier webhook a friendly name so it’s easy to identify.
• Disable / Enable — pause or resume delivery without deleting the webhook. A disabled webhook keeps its configuration but receives no events.
• Delete / Remove — remove the webhook (or a Teams/Slack channel) entirely so it stops receiving events.

Zapier sets a webhook’s name automatically from the Zap’s title, but you can rename it any time. For Teams and Slack, you set the name yourself when adding the channel.

Using integrations in Automations

Beyond raw events, you can trigger a webhook from an Automation — so a connected app (any Zapier, Teams, or Slack webhook) is only notified when your specific conditions match, not on every event.

For example: “When a ticket is created and its subject contains falcon → post to my Slack channel.”

How to set it up

1. Go to Settings → Automations and create or edit an automation.
2. Set your conditions (for example, subject contains falcon).
3. Add an action and choose Trigger integration.
4. Pick the webhook to call from the dropdown.
5. Save.

Now, whenever the automation’s conditions match, OneDesk sends an automation.triggered event to the chosen webhook — carrying the trigger name plus the ticket and contact details.

Why use this instead of a plain event trigger?

A plain event like “New Ticket” fires on every ticket — it can’t filter. An automation lets you use OneDesk’s full condition builder (tags, fields, subject, contact, and more) so the webhook fires only for the tickets you care about — keeping your notifications precise and avoiding noise.

Permissions

App Integration is controlled by two permissions, granted to the Organization Owner and Administrator roles by default:

Permission	Allows
View App Integration	See the Integrations page, API keys, and webhooks.
Edit App Integration	Create/revoke API keys and rename, enable, disable, or delete webhooks.

You can grant these to other roles from Settings → Roles Permission.