How to connect Dispatch Tickets to Clarion

Connecting Dispatch Tickets adds a Tickets page to the sidebar, where people can submit support tickets, follow their status and reply. Each company connects its own Dispatch account with its own API key.

You need to be an owner or admin of the company. See Roles and permissions.

Connect your company’s account

1. In Dispatch Tickets, create an API key for this company under API keys.
2. In Clarion, go to Settings → Integrations and find Dispatch Tickets.
3. Paste the key into Dispatch Tickets API key and click Continue. Clarion checks the key and lists the brands it can reach.
4. Choose a Brand. Tickets submitted from Clarion land in this brand.
5. Click Connect.

The section now shows the brand name, the last four characters of the key and the date it was connected. The key is stored encrypted and never shown again. Tickets appears in the sidebar.

If you see a warning that the server can’t store third-party credentials, the key can’t be saved yet — contact Clarion support.

Give client companies a Tickets tab

If you run client companies in Clarion (see Manage client companies), the company that owns the Dispatch desk can serve them too. Do this from the desk owner’s company.

1. In Settings → Integrations → Dispatch Tickets, scroll to Client companies. It lists other companies you own or admin.
2. Turn on the switch next to a client.
3. Match it to a company in Dispatch:
   • choose an existing one from Match to a company in Dispatch, or
   • click New, check the name, optionally add the client’s email domain, and click Create and match.

Once matched, the row reads “Sees tickets from …” and the client’s Tickets page shows only tickets reported by that company. Your own Tickets page continues to show every ticket in the brand, with who reported each one.

Adding an email domain matters: tickets that arrive in Dispatch by email from that domain are filed under the client, so they appear in the client’s tab without anyone moving them.

Until a client is matched, its Tickets page says “Almost there” and shows nothing. Clarion never falls back to showing a client your whole desk.

A company that has connected its own Dispatch account shows as “Own desk” and can’t be switched from here. Your API key is never copied to client companies.

Submit and reply to tickets

Anyone in a connected company can:

1. Open Tickets in the sidebar and click New Ticket.
2. Enter a Subject and Details, then submit. The ticket is filed under your name and email.
3. Filter the list by Open, Pending, Resolved or Closed.
4. Open a ticket to read the thread, type in Add a reply… and click Send reply.

Troubleshooting

• An error banner on Tickets or in Settings. Clarion shows the last error from Dispatch, such as a revoked key. Click Check the connection, then disconnect and connect again with a working key.
• “Your support contact is already registered under another company.” In Dispatch a person belongs to one company. If you work across several Clarion companies, raise the ticket from the company your contact belongs to, or ask the support team to move your contact.
• Clients’ tabs stopped loading. Client companies are served by the desk owner’s connection, so if the owner disconnects, every client’s Tickets page stops loading too.

Disconnect

Click Disconnect and confirm. Clarion forgets the key and the Tickets page stops loading until a key is added again. Nothing is deleted in Dispatch Tickets.