Custom helpdesk integration

If your helpdesk isn't in the ready-made list, you can build a custom integration as long as it exposes a REST API. You define a helpdesk integration template that tells Dromlik how to authenticate, how to look up requesters, how to find their open tickets, and how to write call entries back. Dromlik handles the call events; your template handles the helpdesk-specific HTTP calls.

What you'll build

• Auth profile — OAuth 2.0 (recommended) or API-key bearer.
• Requester lookup — returns a requester for a given phone number.
• Ticket lookup — optional, returns the requester's open tickets so the pop-up can link to them.
• Ticket create — optional, opens a new ticket from an inbound call.
• Call journaling — creates a comment or activity after each call.

Workflow

1. 1

   Create a template

   Go to Integrations → Helpdesk → Custom helpdesk and click New template. Give it a name and pick the auth type.

2. 2

   Define the requests

   For each capability, fill in the endpoint, method, headers, and a JSON body. Use placeholders like {{caller_number}}, {{call_duration}}, {{ticket_id}}, and {{recording_url}} — Dromlik substitutes them at runtime.

3. 3

   Map the response

   Tell Dromlik which JSON fields from the lookup response correspond to the requester's name, email, ticket ID and ticket URL — that's what the pop-up displays.

4. 4

   Test

   Use the built-in Test tab to fire sample lookups and journal entries. Dromlik shows you the exact HTTP request, the response, and any extraction errors.

5. 5

   Roll out

   Save the template, then enable it for the extensions that need it.