# Settings

> Where admins manage the team, credits, phone numbers, channels, integrations and webhooks. Everything that connects Facilio Helpdesk to the outside world lives here.

**Find it in:** Settings (bottom of the menu) · Profile menu › Settings

*From the Facilio Helpdesk Guide — https://facilio.com/help/helpdesk-guide/settings/*

---

## Find your way around Settings

Click **Settings** at the bottom of the menu. The menu switches to the Settings list. Click **‹ Settings** at the top to go back to where you were.

| Section | Pages |
| --- | --- |
| **General** | Profile, Users, Credit Usage |
| **Telephony** | Phone Numbers, Network Info |
| **Channels** | Voice, Whatsapp, Email |
| **Website & Portal** | Web Chat Keys |
| **Integrations** | Data Sources, Webhooks |

## Your profile

Your own name, phone number, photo and language.

![The banner with your photo and name. Click the photo to change it.](https://facilio.com/help/helpdesk-guide/screens/focus-set-profile-banner.webp)
*Fig. 1 — The banner with your photo and name. Click the photo to change it.*

![Name, Email Address, Phone Number and Language, with Reset and Save underneath.](https://facilio.com/help/helpdesk-guide/screens/focus-set-profile-fields.webp)
*Fig. 2 — **Name**, **Email Address**, **Phone Number** and **Language**, with **Reset** and **Save** underneath.*

### How to update your profile

1. Open **Settings**. You land on **Your Profile**.
2. To add a photo, click the picture in the banner and choose an image (under 5 MB).
3. Change your **Name**, **Phone Number** or **Language**. **Reset** and **Save** buttons appear as soon as something changes.
4. Click `Save`.

![Edit any field, and the Reset and Save buttons appear at the bottom.](https://facilio.com/help/helpdesk-guide/screens/how-edit-profile-1-edited.webp)
*Fig. 3 — Edit any field, and the **Reset** and **Save** buttons appear at the bottom.*

> Your **Language** is the language the Inbox translates conversations into.

## Your team

Invite teammates and see who has joined.

![Everyone on your team, with their Status (Accepted or Invited) and Last Login.](https://facilio.com/help/helpdesk-guide/screens/focus-set-users-table.webp)
*Fig. 4 — Everyone on your team, with their **Status** (**Accepted** or **Invited**) and **Last Login**.*

### How to invite a teammate

1. Go to **Settings › Users** and click `Invite User`.

![The Invite Users dialog.](https://facilio.com/help/helpdesk-guide/screens/how-invite-user-1-open.webp)
*Fig. 5 — The **Invite Users** dialog.*

2. Type your teammate's work email under **Email**.

![One email address per invite.](https://facilio.com/help/helpdesk-guide/screens/how-invite-user-2-email.webp)
*Fig. 6 — One email address per invite.*

3. Click `Send Invite`, or press Enter. They appear in the list as **Invited** until they accept.

![The new teammate shows as Invited. It changes to Accepted when they sign in.](https://facilio.com/help/helpdesk-guide/screens/how-invite-user-3-invited.webp)
*Fig. 7 — The new teammate shows as **Invited**. It changes to **Accepted** when they sign in.*

### How to remove a teammate

1. On **Settings › Users**, hover over the person's row. A delete icon appears at the end of the row.

![Hover over a row to show the delete icon.](https://facilio.com/help/helpdesk-guide/screens/how-remove-user-1-hover.webp)
*Fig. 8 — Hover over a row to show the delete icon.*

2. Click the delete icon, then confirm with `Delete`.

![Removing someone can't be undone, so you're asked to confirm first.](https://facilio.com/help/helpdesk-guide/screens/how-remove-user-2-confirm.webp)
*Fig. 9 — Removing someone can't be undone, so you're asked to confirm first.*

## Credits

Facilio Helpdesk runs on AI credits.

![Credits Remaining out of your total, and how many Used by Helpdesk.](https://facilio.com/help/helpdesk-guide/screens/focus-set-credits-balance.webp)
*Fig. 10 — **Credits Remaining** out of your total, and how many **Used by Helpdesk**.*

![Need More Credits? Click Contact Sales to top up.](https://facilio.com/help/helpdesk-guide/screens/focus-set-credits-sales.webp)
*Fig. 11 — **Need More Credits?** Click `Contact Sales` to top up.*

![Logs: one row per conversation, with what it cost. The period chip is on the right.](https://facilio.com/help/helpdesk-guide/screens/focus-set-credits-logs.webp)
*Fig. 12 — **Logs**: one row per conversation, with what it cost. The period chip is on the right.*

### How to check your credit usage

1. Go to **Settings › Credit Usage**, or click the credits chip at the top of any page and choose **View usage**.
2. **Credits Remaining** shows your balance, and **Used by Helpdesk** shows what Helpdesk has used.
3. Under **Logs**, each row is one conversation: its **Date**, **Call ID**, **Channel**, **Caller** and the **Credits Used**.

![The log for today: calls, WhatsApp and web chats, web calls and emails, each with what it cost.](https://facilio.com/help/helpdesk-guide/screens/how-credit-log-1-log.webp)
*Fig. 13 — The log for today: calls, WhatsApp and web chats, web calls and emails, each with what it cost.*

4. Click the period chip next to **Logs** to change the range: **Today**, **Yesterday**, **This Week**, **This Month** or **This Year**.

![Pick a period to see what each conversation cost in that range.](https://facilio.com/help/helpdesk-guide/screens/how-credit-log-2-period.webp)
*Fig. 14 — Pick a period to see what each conversation cost in that range.*

5. Click a row to open that conversation in the [Inbox](https://facilio.com/help/helpdesk-guide/inbox/).

![Clicking a WhatsApp row opens the chat in Inbox › Chats, with Atom's summary at the top.](https://facilio.com/help/helpdesk-guide/screens/how-credit-log-3-conversation.webp)
*Fig. 15 — Clicking a WhatsApp row opens the chat in **Inbox › Chats**, with Atom's summary at the top.*

6. Need more credits? Click `Contact Sales`.

## Phone numbers

The numbers your agent answers on. Numbers are available in the United States today.

![A number you bought: its country, Local or Toll Free, whether it takes Inbound and Outbound calls, and Purchased. The ⋯ menu has Release.](https://facilio.com/help/helpdesk-guide/screens/focus-set-numbers-purchased.webp)
*Fig. 16 — A number you bought: its country, **Local** or **Toll Free**, whether it takes **Inbound** and **Outbound** calls, and **Purchased**. The **⋯** menu has `Release`.*

![The Trial number that came with your helpdesk. It can't be released.](https://facilio.com/help/helpdesk-guide/screens/focus-set-numbers-trial.webp)
*Fig. 17 — The **Trial** number that came with your helpdesk. It can't be released.*

### How to buy a phone number

1. Go to **Settings › Phone Numbers** and click `Buy New Number`.

![Buy New Number: filters on the left, available numbers on the right.](https://facilio.com/help/helpdesk-guide/screens/how-buy-number-1-open.webp)
*Fig. 18 — **Buy New Number**: filters on the left, available numbers on the right.*

2. Choose **Local** or **Toll Free**. For a local number, type a **Preferred area code** to narrow the list.
3. Click the number you want.

![Here the area code is 628, and the first number is selected.](https://facilio.com/help/helpdesk-guide/screens/how-buy-number-2-pick.webp)
*Fig. 19 — Here the area code is **628**, and the first number is selected.*

4. Click `Buy`, check the details, then click `Confirm Purchase`.

![Check the number and its monthly price before you confirm.](https://facilio.com/help/helpdesk-guide/screens/how-buy-number-3-confirm.webp)
*Fig. 20 — Check the number and its monthly price before you confirm.*

5. The new number appears on the page, marked **Purchased**.

![The new number is added to your list.](https://facilio.com/help/helpdesk-guide/screens/how-buy-number-4-added.webp)
*Fig. 21 — The new number is added to your list.*

> Next, give the number to your agent. Tick it on [Intake › Calls](https://facilio.com/help/helpdesk-guide/intake/#how-to-choose-the-phone-numbers-the-agent-answers).

### How to release a phone number

1. On **Settings › Phone Numbers**, open the **⋯** menu on the number's card and choose `Release`.

![Every number you've bought has a ⋯ menu with Release.](https://facilio.com/help/helpdesk-guide/screens/how-release-number-1-menu.webp)
*Fig. 22 — Every number you've bought has a **⋯** menu with **Release**.*

2. **Release this number?** shows the number you're about to give up. Click `Release Number`.

![Once released, billing stops and the number no longer receives calls or messages.](https://facilio.com/help/helpdesk-guide/screens/how-release-number-2-confirm.webp)
*Fig. 23 — Once released, billing stops and the number no longer receives calls or messages.*

3. The number disappears from the page.

![The released number is gone from your list.](https://facilio.com/help/helpdesk-guide/screens/how-release-number-3-released.webp)
*Fig. 24 — The released number is gone from your list.*

> **Note:** The trial number can't be released, so it has no **⋯** menu.

## Network info

If calls reach you through your own phone system (SIP), your IT team needs to allow Facilio's IP addresses through your firewall. **Settings › Network Info** lists them by region. Hover over **+N** on a row to see the rest of the list.

![Media IP (Global): one address range that applies in every region.](https://facilio.com/help/helpdesk-guide/screens/focus-set-network-global.webp)
*Fig. 25 — **Media IP (Global)**: one address range that applies in every region.*

![The addresses for each region: United States, Europe and Australia.](https://facilio.com/help/helpdesk-guide/screens/focus-set-network-regions.webp)
*Fig. 26 — The addresses for each region: **United States**, **Europe** and **Australia**.*

## Voice channels

A voice channel links a name to one of your phone numbers, so you can tell your lines apart.

![A voice channel: its name, its number, and Custom, SIP or Trial.](https://facilio.com/help/helpdesk-guide/screens/focus-set-voice-card.webp)
*Fig. 27 — A voice channel: its name, its number, and **Custom**, **SIP** or **Trial**.*

### How to add a voice channel

1. Go to **Settings › Voice** and click `Add Voice Channel`.

![The Assign Phone Number dialog.](https://facilio.com/help/helpdesk-guide/screens/how-add-voice-channel-1-open.webp)
*Fig. 28 — The **Assign Phone Number** dialog.*

2. Enter a **Name**, for example *Retail tenants line*.
3. Open **Phone Number** and choose one of your spare numbers.

![Only numbers that aren't already used by another channel are listed.](https://facilio.com/help/helpdesk-guide/screens/how-add-voice-channel-2-choose-number.webp)
*Fig. 29 — Only numbers that aren't already used by another channel are listed.*

4. Click `Save`.

![Ready to save.](https://facilio.com/help/helpdesk-guide/screens/how-add-voice-channel-3-filled.webp)
*Fig. 30 — Ready to save.*

![The new line appears next to your other voice channels.](https://facilio.com/help/helpdesk-guide/screens/how-add-voice-channel-4-added.webp)
*Fig. 31 — The new line appears next to your other voice channels.*

> No spare number? The dropdown offers **Buy new Phone number**, which takes you straight to buying one.

### How to delete a voice channel

1. On **Settings › Voice**, open the **⋯** menu on the channel's card and choose `Delete`.

![The ⋯ menu on the After-hours line.](https://facilio.com/help/helpdesk-guide/screens/how-delete-voice-channel-1-menu.webp)
*Fig. 32 — The **⋯** menu on the **After-hours line**.*

2. The channel is deleted straight away, without asking you to confirm. Its phone number stays in **Phone Numbers**, ready to use again.

![Only the main helpline is left.](https://facilio.com/help/helpdesk-guide/screens/how-delete-voice-channel-2-deleted.webp)
*Fig. 33 — Only the main helpline is left.*

## WhatsApp

**Settings › Whatsapp** shows the WhatsApp numbers your agent replies on.

![A WhatsApp channel: its name and number, and whether it's a Trial or Business Account number.](https://facilio.com/help/helpdesk-guide/screens/focus-set-whatsapp-card.webp)
*Fig. 34 — A WhatsApp channel: its name and number, and whether it's a **Trial** or **Business Account** number.*

To connect your own WhatsApp Business number, click `Contact Sales` and the Facilio team will set it up with you.

### How to delete a WhatsApp channel

1. On **Settings › Whatsapp**, open the **⋯** menu on the channel's card and choose `Delete`.

![Removing the Retail tenants WhatsApp line.](https://facilio.com/help/helpdesk-guide/screens/how-delete-whatsapp-1-menu.webp)
*Fig. 35 — Removing the **Retail tenants** WhatsApp line.*

2. The channel is deleted straight away, without asking you to confirm. Your agent stops replying on that number.

![The Retail tenants line is gone.](https://facilio.com/help/helpdesk-guide/screens/how-delete-whatsapp-2-deleted.webp)
*Fig. 36 — The **Retail tenants** line is gone.*

## Email inboxes

Turn a support mailbox into a channel your agent answers.

![Two tabs: Support Email for your inboxes, and DKIM Settings for your own sending domains.](https://facilio.com/help/helpdesk-guide/screens/focus-set-email-tabs.webp)
*Fig. 37 — Two tabs: **Support Email** for your inboxes, and **DKIM Settings** for your own sending domains.*

![An inbox: the Incoming address tenants write to (via forwarding) and the Outgoing address replies come from. Use the copy icons to grab either.](https://facilio.com/help/helpdesk-guide/screens/focus-set-email-inbox.webp)
*Fig. 38 — An inbox: the **Incoming** address tenants write to (via forwarding) and the **Outgoing** address replies come from. Use the copy icons to grab either.*

### How to add a support email

1. Go to **Settings › Email** and click `Add Email`.

![The Add Email dialog has two parts: Incoming Email and Outgoing Email.](https://facilio.com/help/helpdesk-guide/screens/how-add-email-1-open.webp)
*Fig. 39 — The **Add Email** dialog has two parts: **Incoming Email** and **Outgoing Email**.*

2. Enter a **Display Name**, for example *Tenant requests*.
3. Under **Incoming Email**, type the **Email Address** tenants will write to. The domain is filled in for you.

![The Forwarding Mail address appears as soon as you type.](https://facilio.com/help/helpdesk-guide/screens/how-add-email-2-incoming.webp)
*Fig. 40 — The **Forwarding Mail** address appears as soon as you type.*

4. Copy the **Forwarding Mail** address and set your existing support mailbox to forward to it. Click `Forwarding Steps` for a four-step guide.

![Set up forwarding: copy the address, add it in your mailbox, approve if asked, then send a test email.](https://facilio.com/help/helpdesk-guide/screens/how-add-email-3-forwarding-steps.webp)
*Fig. 41 — **Set up forwarding**: copy the address, add it in your mailbox, approve if asked, then send a test email.*

5. Under **Outgoing Email**, choose **Same As Incoming**, or **Custom** to reply from your own domain.
6. Click `Add Email`.

![The new inbox appears with its Incoming and Outgoing addresses.](https://facilio.com/help/helpdesk-guide/screens/how-add-email-5-added.webp)
*Fig. 42 — The new inbox appears with its **Incoming** and **Outgoing** addresses.*

### How to delete a support email

1. On **Settings › Email**, open the **⋯** menu on the inbox's card and choose `Delete`.

![Removing the Leasing enquiries inbox.](https://facilio.com/help/helpdesk-guide/screens/how-delete-email-1-menu.webp)
*Fig. 43 — Removing the **Leasing enquiries** inbox.*

2. The inbox is deleted straight away, without asking you to confirm. Emails forwarded to its address no longer reach your agent, so remove the forwarding rule in your mailbox too.

![Only the Helpdesk mailbox is left.](https://facilio.com/help/helpdesk-guide/screens/how-delete-email-2-deleted.webp)
*Fig. 44 — Only the **Helpdesk mailbox** is left.*

### How to send replies from your own domain

1. On **Settings › Email**, click `Add Domain`.
2. Enter your **Domain Name**, for example *northpointmall.ae*, and click `Add Domain`.

![The Add Domain dialog.](https://facilio.com/help/helpdesk-guide/screens/how-add-domain-1-domain.webp)
*Fig. 45 — The **Add Domain** dialog.*

3. Open the **DKIM Settings** tab. Your domain is listed with the DNS records to add.

![A verified domain, with the CNAME and TXT records you added to your DNS.](https://facilio.com/help/helpdesk-guide/screens/focus-set-dkim-domain.webp)
*Fig. 46 — A verified domain, with the **CNAME** and **TXT** records you added to your DNS.*

![Copy each Name and Value into your domain's DNS settings. The domain changes from Not Verified to Verified once the records are found.](https://facilio.com/help/helpdesk-guide/screens/how-add-domain-2-dkim.webp)
*Fig. 47 — Copy each **Name** and **Value** into your domain's DNS settings. The domain changes from **Not Verified** to **Verified** once the records are found.*

4. When the domain shows **Verified**, add or edit an email and choose **Custom** under **Outgoing Email** to reply from it.

### How to remove a domain

1. On **Settings › Email**, open the **DKIM Settings** tab. Each domain is listed with its DNS records and whether it's **Verified**.

![Two domains: northpointfm.com is verified, northpointmall.ae isn't.](https://facilio.com/help/helpdesk-guide/screens/how-delete-domain-1-list.webp)
*Fig. 48 — Two domains: **northpointfm.com** is verified, **northpointmall.ae** isn't.*

2. Click the bin icon at the top right of the domain's box.
3. **Delete DKIM Domain** asks you to confirm, because this can't be undone. Click `Delete`.

![Confirm before the domain is removed.](https://facilio.com/help/helpdesk-guide/screens/how-delete-domain-2-confirm.webp)
*Fig. 49 — Confirm before the domain is removed.*

![The unverified domain is removed. You can delete its DNS records from your domain provider too.](https://facilio.com/help/helpdesk-guide/screens/how-delete-domain-3-deleted.webp)
*Fig. 50 — The unverified domain is removed. You can delete its DNS records from your domain provider too.*

## Web chat keys

Web Chat Keys keep your website widget secure, so only visitors your own website has signed in can open a chat. This is a one-time task for your web developer.

![Generate RSA Key Pair: the private key stays on your server, and the public key comes here.](https://facilio.com/help/helpdesk-guide/screens/focus-set-keys-step1.webp)
*Fig. 51 — **Generate RSA Key Pair**: the private key stays on your server, and the public key comes here.*

![Upload Public Key: paste the public key and click Save Key.](https://facilio.com/help/helpdesk-guide/screens/focus-set-keys-step2.webp)
*Fig. 52 — **Upload Public Key**: paste the public key and click `Save Key`.*

![Generate JWT Token: the code your server uses to sign visitors in, in JavaScript, Python or Java.](https://facilio.com/help/helpdesk-guide/screens/focus-set-keys-step3.webp)
*Fig. 53 — **Generate JWT Token**: the code your server uses to sign visitors in, in JavaScript, Python or Java.*

### How to set up a web chat key

1. Go to **Settings › Web Chat Keys**. The page walks through three steps.

![Three steps: generate a key pair, upload the public key, add the token code to your server.](https://facilio.com/help/helpdesk-guide/screens/how-web-chat-keys-1-steps.webp)
*Fig. 54 — Three steps: generate a key pair, upload the public key, add the token code to your server.*

2. Click `Open RSA Key Generator`, create a 2048-bit key pair, and copy the **public key**.
3. Paste it into step 2 and click `Save Key`. An **Active** tag appears.

![The key is saved and marked Active. The button now reads Update Key.](https://facilio.com/help/helpdesk-guide/screens/how-web-chat-keys-2-saved.webp)
*Fig. 55 — The key is saved and marked **Active**. The button now reads **Update Key**.*

4. In step 3, choose **JavaScript**, **Python** or **Java**, and click `Copy Code`. Your web team adds this snippet to your server.

![The code already includes your organisation's ID.](https://facilio.com/help/helpdesk-guide/screens/how-web-chat-keys-3-copy-code.webp)
*Fig. 56 — The code already includes your organisation's ID.*

> **Note:** Until a key is saved, the Intake › Web Widget tab shows **Your widget isn't live yet**.

## Data sources

Data Sources brings records from the systems you already use into Facilio Helpdesk. Each **dataset** maps one module from a connected system into **Tickets** or **Technicians**. Today the live connector is **Facilio** (the Facilio CMMS).

![Connected systems: Facilio, with the number of datasets, and Add a system to request another.](https://facilio.com/help/helpdesk-guide/screens/focus-set-data-systems.webp)
*Fig. 57 — **Connected systems**: Facilio, with the number of datasets, and `Add a system` to request another.*

![A dataset card: what syncs into what, how many fields are mapped, and a to review note when Atom isn't sure of a match.](https://facilio.com/help/helpdesk-guide/screens/focus-set-data-dataset.webp)
*Fig. 58 — A dataset card: what syncs into what, how many fields are mapped, and a **to review** note when Atom isn't sure of a match.*

### How to add a dataset

1. Go to **Settings › Data Sources** and click `New dataset`. On a new account, click `Add dataset` on the **Facilio** card instead.

![The Add Dataset dialog: questions on the left, the field mapping on the right.](https://facilio.com/help/helpdesk-guide/screens/how-add-dataset-1-open.webp)
*Fig. 59 — The **Add Dataset** dialog: questions on the left, the field mapping on the right.*

2. Under **Sync into**, choose **Tickets** or **Technicians**.

![Choose what the records become in Helpdesk.](https://facilio.com/help/helpdesk-guide/screens/how-add-dataset-2-sync-into.webp)
*Fig. 60 — Choose what the records become in Helpdesk.*

3. Under **Data source**, choose **Facilio**. Atom checks your modules and lists the **Best matching modules**, ranked by how many fields each one can fill.

![Atom suggests Work Orders as the best match for tickets.](https://facilio.com/help/helpdesk-guide/screens/how-add-dataset-4-suggestions.webp)
*Fig. 61 — Atom suggests **Work Orders** as the best match for tickets.*

4. Click a suggested module, or pick another under **Module**. The field mapping appears on the right.

![Fields are matched for you. Check anything under Needs a look, and pick a field for anything under No match found.](https://facilio.com/help/helpdesk-guide/screens/how-add-dataset-5-mapping.webp)
*Fig. 62 — Fields are matched for you. Check anything under **Needs a look**, and pick a field for anything under **No match found**.*

5. Read **What this will do** to check the result, then click `Save`.

![The new dataset appears in your list, and records start syncing.](https://facilio.com/help/helpdesk-guide/screens/how-add-dataset-6-saved.webp)
*Fig. 63 — The new dataset appears in your list, and records start syncing.*

### How to fix a dataset's field mapping

When Atom matches fields with less than full confidence, the dataset's card shows a note such as **2 to review**. Check those fields so the right values sync.

1. On **Settings › Data Sources**, click the dataset's card.

![Work Orders → Tickets has 2 to review, and 8 of 9 fields mapped.](https://facilio.com/help/helpdesk-guide/screens/how-edit-dataset-1-list.webp)
*Fig. 64 — **Work Orders → Tickets** has **2 to review**, and **8 of 9 fields mapped**.*

2. **Edit Dataset** opens. On the right, **Needs a look** lists the fields Atom matched on a partial name, each with a confidence score and the reason. **No match found** lists fields nothing was matched to. Use the chips at the top (**All**, **Needs a look**, **Unmapped**) to filter.

![Priority was matched to Urgency (72%) and Resource to Assigned To (64%).](https://facilio.com/help/helpdesk-guide/screens/how-edit-dataset-2-open.webp)
*Fig. 65 — **Priority** was matched to **Urgency** (72%) and **Resource** to **Assigned To** (64%).*

3. For each field, click the field on the left and pick the right one from the list. Search if the list is long. Your choice moves to **Set by you**, and matching won't change it again.

![Both fields are set by hand. Location is still unmapped and will stay empty until you pick a field for it.](https://facilio.com/help/helpdesk-guide/screens/how-edit-dataset-3-fixed.webp)
*Fig. 66 — Both fields are set by hand. **Location** is still unmapped and will stay empty until you pick a field for it.*

4. Click `Save`. **Dataset updated successfully** confirms it, and the **to review** note disappears from the card.

![The card no longer needs a review.](https://facilio.com/help/helpdesk-guide/screens/how-edit-dataset-4-saved.webp)
*Fig. 67 — The card no longer needs a review.*

> **Sync into**, **Data source** and **Module** can't be changed on an existing dataset. To sync a different module, add a new dataset.

### How to remove a dataset

1. On **Settings › Data Sources**, open the **⋯** menu on the dataset's card and choose `Delete dataset`.

![The dataset's ⋯ menu.](https://facilio.com/help/helpdesk-guide/screens/how-delete-dataset-1-menu.webp)
*Fig. 68 — The dataset's **⋯** menu.*

2. **Delete this dataset?** explains what happens: syncing stops, and records that have already synced stay in Helpdesk. Click `Delete`.

![Confirm to stop the sync.](https://facilio.com/help/helpdesk-guide/screens/how-delete-dataset-2-confirm.webp)
*Fig. 69 — Confirm to stop the sync.*

### How to ask for another system

Facilio is connected today. Other systems, such as CMMS, ERP and property-management tools, are available on request.

1. On **Settings › Data Sources**, click `Add a system`. **Systems** lists every system you can connect. Search at the top right.

![Facilio is Active. The others are Available on request.](https://facilio.com/help/helpdesk-guide/screens/how-request-system-1-systems.webp)
*Fig. 70 — **Facilio** is **Active**. The others are **Available on request**.*

2. Click `Request access` on the system you use. If it isn't listed, use the **Don't see your system?** card at the end.
3. Under **Tell us about your setup**, say which system you use and which data should sync, then click `Send Request`.

![Asking for Maximo work orders and assets to sync into Tickets.](https://facilio.com/help/helpdesk-guide/screens/how-request-system-2-request.webp)
*Fig. 71 — Asking for Maximo work orders and assets to sync into Tickets.*

4. A message confirms the request is sent. The Facilio team will reach out when it's ready for your account.

![Request sent.](https://facilio.com/help/helpdesk-guide/screens/how-request-system-3-sent.webp)
*Fig. 72 — **Request sent**.*

## Webhooks

A webhook runs an action in one of your connected apps the moment something happens in the helpdesk. For example, every new ticket can raise a work order in Facilio. You don't fill in a form: you describe the rule to Atom in one line, and Atom builds the trigger, the action and the code that runs it.

Each webhook has three parts:

| Part | What it decides | Example |
| --- | --- | --- |
| **When it runs** | The events that set the rule off | Ticket created, in Tickets |
| **What it does** | The action it runs, and in which connected app | Create work order, on Facilio |
| **What it sends** | Where each of the action's inputs gets its value | `site` comes from **Tickets › Site** |

Rules can start from tickets, calls, chats, emails, feedback or technicians. An input's value can be **Agent decides** (the agent works it out from the conversation), a ticket field such as **Tickets › Priority**, or a fixed value.

![A webhook card: its name, the action and app, Atom's summary, and Active or Paused with the trigger underneath.](https://facilio.com/help/helpdesk-guide/screens/focus-set-webhooks-card.webp)
*Fig. 73 — A webhook card: its name, the action and app, Atom's summary, and **Active** or **Paused** with the trigger underneath.*

### How to add a webhook

1. Go to **Settings › Webhooks**. Each existing webhook is a card that shows its app, its trigger and whether it's **Active**.

![Settings › Webhooks with one webhook already running.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-add-1-list.webp)
*Fig. 74 — **Settings › Webhooks** with one webhook already running.*

2. Click `Add Webhook`. The **New Webhook** dialog opens: you chat with Atom on the left, and the rule builds itself on the right.

![Describe what should happen and Atom builds the trigger, action and inputs.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-add-2-open.webp)
*Fig. 75 — Describe what should happen and Atom builds the trigger, action and inputs.*

3. In **Describe your webhook…**, write what should happen, in plain words. Name the event and the app, for example *"When a new ticket is created, raise a work order in Facilio with the ticket's site and priority."*

![One line is enough. Atom asks if it needs anything else.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-add-3-typed.webp)
*Fig. 76 — One line is enough. Atom asks if it needs anything else.*

4. Press Enter. Atom starts drafting: you'll see it choose the trigger, pick the action and map the inputs.

![Choosing the trigger… Atom is drafting your webhook.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-add-4-drafting.webp)
*Fig. 77 — **Choosing the trigger…** Atom is drafting your webhook.*

5. Atom replies in the chat and fills in the rule. It then writes and deploys the code that runs it. This takes about half a minute.

![Building the function… The footer says Atom is building it, and the save button waits.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-add-5-building.webp)
*Fig. 78 — **Building the function…** The footer says Atom is building it, and the save button waits.*

6. Check the rule on the right: **When it runs**, **What it does** and **What it sends**. To change any part, click it, or click one of the **Ask a follow-up** chips such as `Also on assign`. The change goes into the chat box, and you press Enter to send it to Atom.

![The finished rule: every new ticket raises a Facilio work order with the ticket's site and priority.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-add-6-built.webp)
*Fig. 79 — The finished rule: every new ticket raises a Facilio work order with the ticket's site and priority.*

7. Click `Add webhook`. The new webhook appears as a card and starts running straight away.

![Webhook added. Atom also names the rule and writes a one-line summary for the card.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-add-7-added.webp)
*Fig. 80 — **Webhook added.** Atom also names the rule and writes a one-line summary for the card.*

> If the save button stays greyed out, the line next to it says what's missing, for example **No action yet** or **site has no value**. Tell Atom in the chat and it will finish the rule. Only apps that are connected to your helpdesk can be used.

### How to test a webhook

1. Click the webhook's card. The **Edit Webhook** dialog opens with the rule on the right and **Recent runs** at the bottom.

![The rule as Atom summarised it, with its recent runs underneath.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-test-1-open.webp)
*Fig. 81 — The rule as Atom summarised it, with its recent runs underneath.*

2. Click `Run test`. The rule runs once, and the result is added to **Recent runs** as a **Test** run.
3. Click a run to open it. **Inputs sent** shows each value and where it came from, and **Response** shows what the app sent back.

![A Succeeded test run, with the inputs it sent and the work order Facilio created.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-test-2-run.webp)
*Fig. 82 — A **Succeeded** test run, with the inputs it sent and the work order Facilio created.*

> To change a webhook, type the change into **Tell Atom what to change…** in the same dialog, then click `Save`.

### How to pause, view or delete a webhook

1. Open the **⋯** menu on the webhook's card.

![The card menu: Open, View code, Pause and Delete.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-manage-1-menu.webp)
*Fig. 83 — The card menu: **Open**, **View code**, **Pause** and **Delete**.*

2. Choose `View code` to read the code Atom wrote for this rule. It's read-only.

![Function code for the rule.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-manage-2-code.webp)
*Fig. 84 — **Function code** for the rule.*

3. Choose `Pause` to stop the webhook without deleting it. The card shows **Paused** until you choose `Resume`.

![The webhook is paused.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-manage-3-paused.webp)
*Fig. 85 — The webhook is paused.*

4. Choose `Delete` and confirm with `Delete`. The webhook stops running. The connected app itself isn't touched.

![Deleting a webhook can't be undone.](https://facilio.com/help/helpdesk-guide/screens/how-webhooks-manage-4-delete.webp)
*Fig. 86 — Deleting a webhook can't be undone.*