For your organization to begin using Haiilo's Ticketing integration features, you need to set up a connection between your Haiilo platform and your ticketing platforms. You need the "Manage integrations" permission to connect a ticketing platform.

Connect a ticketing platform

First, go to Administration > Integrations > Ticketing and toggle the integration on. Then, you have two options, depending on the platform you're connecting to:

• Connect directly: You can quickly connect to a few popular platforms: Jira, Jira Service Management, and ServiceNow. For these, you can establish the connection yourself through a guided process. Jump to section.
• Manual setup: For other ticketing platforms, you'll need to provide a few more details and coordinate with our Service Desk for the setup. But don't worry-the setup is still simple! Jump to section.

Let's walk through each option below. 

Connect directly: Jira, Jira SM, or ServiceNow

1. Select Connect next to the ticketing platform.
2. Assign a name to the connection so you can easily identify it. This name will appear in the Connected ticketing systems list and in the Internal tickets widget configuration.
3. Select Create name to move forward.
4. Next, select Continue on merge.dev to open a pop-up window to complete the setup on your ticketing platform. The specific steps you see will vary depending on the provider, but generally, they involve authenticating with the required permissions to access resources and entering the requested information on each screen.
5. Once you've completed the steps, your connection is successfully established, and your ticketing platform will appear in the list of Connected ticketing systems in Haiilo's Administration.
6. Find the ticketing platform in the list and select > Activate to make it active and ready to use.
   • You can set up the Internal tickets widget before activating the ticketing platform, but keep in mind that users won't see any tickets in it until you activate the platform.

Manual setup: Other ticketing platforms

1. Contact our Service Desk with a request for ticketing platform activation. Our team will provide you with a magic link.
2. Access the provided magic link and follow the steps to establish a connection to your ticketing platform.
   • The link needs to be used within 7 days, or it expires. Please ask our team for a new link if the link expires before you can establish the connection.
3. Inform our Service Desk that the connection has been established. Our team will retrieve and share an access token and ID.
4. In Haiilo, go to Administration > Integrations > Ticketing and open the Other ticketing systems box. Fill out these fields:
   • Name: Assign a name to the connection so you can easily identify it. This name will appear in the Connected ticketing systems list and in the Internal tickets widget configuration.
   • ID: Input the ID that you received from Haiilo's Service Desk
   • Token: Input the token that you received from Haiilo's Service Desk.
5. Select Add connection.
6. Once you've completed the steps, your connection is successfully established, and your ticketing platform will appear in the list of Other connected ticketing systems in Haiilo's Administration.
7. Find the ticketing platform in the list and select > Activate to make it active.
   • You can set up the Internal tickets widget before activating the ticketing platform, but keep in mind that users won't see any tickets in it until you activate the platform.

Edit, deactivate, or delete a ticketing platform

You can use Test Connection anytime to make sure your connection to a ticketing platform is still working.

If you need to change the configuration, you can easily update a directly connected ticketing platform by selecting > Relink Flow. If you're using a manually set up ticketing platform, please don't hesitate to contact our Service Desk for assistance with the configuration.

Lastly, you can easily deactivate or delete a ticketing platform by selecting > Deactivate or Delete.