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Connect Deskpro from Deploy → Deskpro to let a Fini agent respond to tickets. Setup has three parts: authorize the connection, create Deskpro triggers, and save agent routing.

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Connect Deskpro

1

Create a Deskpro API key

In Deskpro, open Admin → Apps & Integrations → API Keys and create a key with access to the tickets Fini should handle.
2

Authorize the connection

In Fini, enter your Subdomain—the part before .deskpro.com—and API Key under Connection Details. Paste the key exactly as shown, including its leading key number. Click Authorize Integration.
3

Create the New Reply trigger

In Deskpro, open Admin → Business Rules → Triggers. Create a New Reply trigger. Enable user event sources and disable agent event sources so Fini does not respond to its own messages. Add a Call Webhook action using POST, with the Webhook URL and Headers shown in Fini’s Webhook Setup section.
4

Create the New Ticket trigger

Repeat the same webhook configuration for a New Ticket trigger. Keep the copied headers private: they include the secret used to authenticate incoming events.
5

Route tickets and save

Under Bot Routing → Email Bot Routing, select the agent. Set Ticket response delay (seconds) under Reply Settings, then click Save Changes.

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Choose reply behavior

Use Go to Reply Behavior Settings to configure Reply Rules. Choose direct customer replies, internal comments, or no reply. Start with internal comments if your team wants to review answers before enabling customer-facing replies. Create a test ticket and a customer follow-up. Confirm both appear in Inbox, use the intended agent, and produce the expected reply type. Connecting credentials does not create the two Deskpro triggers for you.

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Update credentials

After rotating a key or changing your subdomain, edit Connection Details and click Update Credentials. Fini verifies the credentials before saving them. Save Changes saves routing and reply settings; it does not apply edited credentials.

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Why Deskpro isn’t working

Check both Deskpro triggers, their event sources, the POST method, and the copied URL and headers. Then check that an agent is selected and routing was saved.
Disable agent event sources in both triggers. Only customer-originated events should invoke the webhook.
Enter the complete new key, including its leading number, and use Update Credentials. Verify that the key can access the test ticket.
Inspect the reply outcome in AI Steps. An internal-comment or no-reply rule does not produce a customer-visible response.