osTicket Integration

This guide will show you how to set up osTicket to work with your new Helpdesk Buttons.

Create Your API Keys

Once you are logged in as an Admin. Click on Admin Panel in the top-right.


Now click API Keys under the Manage tab.


We will need to create two API Keys. For each key, click Add New API Key and fill out the form

../../../_images/os-image-3.png ../../../_images/os-image-4.png

osTicket requires API Keys be paired with IP addresses. Helpdesk Buttons servers are located at:


Let’s Label these as Key1 ( and Key2 (

Helpdeskbutton.com Settings


Once you have your API Keys and you put in the url for osTicket put the keys into the appropriate space on Settings page in this format:


That should be it. Hit update and test the integration with the Integration Test button.

Anti-Virus and AntiMalware

It is not always necessary, but we recommend whitelisting the helpdeskbuttons installation folder (C:\Program Files(x86)\Helpdesk Button). We regularly submit our code through VirusTotal to make sure we are not getting flagged, but almost all AV/M interactions cause some sort of failure. Webroot in particular can cause issues with screenshots.

Advanced Integration Options

This is the list of variables that can be accessed when using the Custom Rules.

Read/Write Read Only
priority selections
alert name
auto_respond email
message hostname
subject mac
append ip

Field Definitions

  • priority refers to the ticket priority (Urgent, Low, ect)
  • alert alerts staff to ticket creation or not
  • message refers to the message the client typed when making the ticket
  • subject refers to the ticket title
  • append refers to the information appended to the HDB report
  • selections refers to the checkboxes/radio buttons the client chose when creating the ticket
  • name refers to the client’s name
  • email refers to the client’s email
  • ip refers to the client’s external ip address
  • mac refers to the client’s MAC address
  • hostname refers to the client’s hostname