> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usefini.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Deskpro

> Connect Deskpro, configure ticket webhooks, and route customer requests to a Fini agent.

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.

## 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**.

## Choose reply behavior

Use **Go to Reply Behavior Settings** to configure [Reply Rules](https://docs.usefini.com/en/automations/reply-behavior.md). 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](https://docs.usefini.com/en/testing/inbox.md), use the intended agent, and produce the expected reply type. Connecting credentials does not create the two Deskpro triggers for you.

## 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.

## Why Deskpro isn't working

> **Tickets do not reach Fini**
>
> 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.

> **Fini responds to its own replies**
>
> Disable agent event sources in both triggers. Only customer-originated events should invoke the webhook.

> **The API key was rotated**
>
> Enter the complete new key, including its leading number, and use **Update Credentials**. Verify that the key can access the test ticket.

> **A ticket is visible but no public reply appears**
>
> Inspect the reply outcome in AI Steps. An internal-comment or no-reply rule does not produce a customer-visible response.


## Related topics

- [Fini on top of your helpdesk](https://docs.usefini.com/en/deploy/on-top-of-your-helpdesk.md)
- [Channel overview](https://docs.usefini.com/en/deploy/overview.md)
- [Overview](https://docs.usefini.com/en/api-reference/guardrails.md)


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