Trusted Apps & Case Ingress — Integration

Overview

Authorize workspace applications and trusted clients to create and synchronize cases, source-owned lifecycle, context, work, problems, messages, and customer-safe support operations through governed Agent Desk contracts.

Capabilities

• Canonical case ingress create/upsert and lifecycle synchronization

• Attach and detach source-owned context references with provenance

• Synchronize source-owned human work and problem/incident state

• Customer-scoped portal operations for cases, replies, attachments, timeline, resolution, reopening, and CSAT

• Per-application operation grants with Handler/RCP and scoped Bridge v2 authorization

1. 1

   Step 1

   Select an installed workspace application or trusted integration principal.

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2. 2

   Step 2

   Probe its system.capabilities contract through trusted platform discovery.

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3. 3

   Step 3

   Choose the Agent Desk operations and inbound transports it may use.

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4. 4

   Step 4

   Persist the app-scoped authorization and connection configuration.

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5. 5

   Step 5

   Send a test ingress request and verify case provenance, resource ownership, and timeline state.

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Limitations

• Inbound authority is operation-scoped, transport-scoped, workspace-scoped, and tied to the authenticated application or principal.

• Source-owned cases, work, problems, and customer resources retain provenance so later mutations remain resource-authorized.

FAQs

Pricing