Configuration

HelpdeskConfig is the one object that buildHelpdesk(config) from better-helpdesk takes. The fields below are grouped by what they serve; the order inside the type is different. Inboxes have a page of their own, and the adapter interfaces are on Adapters.

import { buildHelpdesk, postgresAdapter } from 'better-helpdesk';
import { pool } from './db'; // a pg.Pool

export const helpdesk = buildHelpdesk({
  db: postgresAdapter({ pool }),
  referencePrefix: 'ACME',
  adminUrl: 'https://app.example.com/helpdesk/',
  inboxes: { support: {} },
  identify: async () => null,
});

RequiredCopy Anchor Link

Routing and identityCopy Anchor Link

Names shown to customersCopy Anchor Link

ConversationsCopy Anchor Link

Service levels and tiersCopy Anchor Link

EmailCopy Anchor Link

Adapters and host hooksCopy Anchor Link

CRMCopy Anchor Link

Rate limitsCopy Anchor Link

Fixed limits that are not configurable are listed under HTTP routes.

Startup checksCopy Anchor Link

buildHelpdesk throws when:

• identityTokenSecret is set and shorter than 32 bytes.
• An inbox's hours fails validation; the message names the inbox. The rules are on Inboxes.
• sla fails validation: a target without respond or resolve, a target that is not a positive number of hours, warnAt outside 0 to 1, or hours that break the rules above.
• priorities is empty, repeats a word, or has one longer than 50 characters; or an inbox's defaultPriority or priorities.options, priorityLabels or an SLA target names a priority that is not in the list.

IdentityCopy Anchor Link

What identify returns. Identity, HelpdeskUser and HelpdeskOrg are exported as types.

HelpdeskUserCopy Anchor Link

HelpdeskOrgCopy Anchor Link

SlaConfigCopy Anchor Link

The value of sla. SlaConfig, SlaPolicy, SlaTarget and Priority are exported as types.

SlaPolicyCopy Anchor Link

SlaTargetCopy Anchor Link

A target needs respond, resolve or reply, each a positive number of hours or a whole number of days from '1d' to '999d'. A day target is due at the same time that many open days later; In business days has the rules.

sla: {
  tiers: {
    gold: {
      hours: 'always',
      targets: {
        urgent: { respond: 4, resolve: 24 },
        high: { respond: 8, resolve: 48 },
        normal: { respond: 16, resolve: 80, hours: office },
      },
    },
  },
  default: { targets: { normal: { respond: 24 } } },
  warnAt: 0.75,
},

TierInputCopy Anchor Link

What resolveTier receives. Exported as a type.

CustomFieldDefCopy Anchor Link

A value may also be null. A key that is not defined for the record is refused with 400.

Link typesCopy Anchor Link

The arguments and result of links. All three are exported as types.

LinkContactCopy Anchor Link

LinkCompanyCopy Anchor Link

HostLinkCopy Anchor Link

TranslatedCopy Anchor Link

Copy you write per language: { en: string } & Partial<Record<Locale, string>>. English is required, and a language you leave out shows the English text, so adding a language to the package never breaks your build. The qualifying question's labels and CustomFieldDef use it.

Fixed valuesCopy Anchor Link

These are not configurable and not exported.