Understanding API Access

API access allows authorized systems or applications to interact with supported Helpdesk resources programmatically.

API purpose

Use the API when a business process requires controlled machine-to-machine access rather than manual user interaction.

Supported resources

Available resources depend on the Helpdesk API implementation and enabled modules.

Authentication

Every API request must use the supported authentication mechanism.

Do not place API credentials in public source code, browser-exposed scripts, or documentation.

Authorization

Successful authentication does not automatically permit every action.

API access must still respect the applicable tenant, role, permission, and resource rules.

Request validation

Send only supported fields and valid values.

Good practices

Test API operations in a controlled environment before production use. Store credentials securely and rotate them when compromise is suspected.