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Integrations

Internal support​

Internal mode requires no external credentials. Tickets, replies, notes, assignments, and states are handled in the administration panel.

Use it when the team works entirely in MMO-WEB or while an external help desk is being prepared.

Omnidesk​

Provide:

  • the account subdomain before .omnidesk.ru;
  • an enabled staff member's email;
  • that staff member's API key;
  • an incoming webhook secret;
  • custom-field mappings.

The generated webhook URL is read-only and can be copied into Omnidesk for staff reply and status-change events.

Credentials are saved together after format validation. Only administrators allowed to change integrations can view them.

Custom fields​

Each external field has an ID, source, order, and enabled state. Supported sources are:

  • game server;
  • game account;
  • character;
  • master account ID;
  • static value.

A static value is required only for its matching source. Empty optional values are omitted.

Credentials, webhook, and typed custom-field mappings

Delivery and retry​

A ticket is stored immediately. External delivery then progresses separately:

  1. Pending delivery - the record is saved and queued.
  2. Delivered - the external help desk confirmed receipt.
  3. Delivery failed - attempts ended in failure while local history remains available.
  4. Retry - after correcting credentials or availability, an administrator places the failed delivery back in the queue.
Delivery state is distinct from the ticket workflow state
Retry resumes the same delivery instead of creating a duplicate ticket

Omnidesk limits​

The Omnidesk plan determines the request limit. Remaining quota and retry timing are learned from response headers; write requests consume the quota faster than reads.

Do not start a bulk retry while the account is rate-limited or credentials are invalid. Restore the connection, retry a small number of records, and verify the result first.

Connection check​

  1. Save credentials and confirm successful staff verification.
  2. Configure the webhook.
  3. Create a ticket with a game server, account, and character.
  4. Verify the external category and custom fields.
  5. Reply from Omnidesk and check the player cabinet.
  6. Change the external status and verify synchronization.
  7. Send the same webhook event again and confirm that no duplicate message appears.