The agent uses OneDesk's Get Tickets API to retrieve all tickets and can filter by customer email, ticket ID, or keyword. When a customer asks about their issue, the agent identifies the matching ticket, retrieves its status, assignee, and most recent comments, and provides a conversational update. All data is fetched in real-time from your OneDesk account.

Yes. The agent uses OneDesk's Create Worklog endpoint to log time entries with the associated ticket or task ID, duration in hours, user ID, date, and optional notes. You can configure whether entries default to billable or non-billable. This eliminates the need for manual timesheet completion after support interactions.

Tars requires your OneDesk API key, which you can generate from your OneDesk account settings. The API key provides access to your organization's tickets, tasks, projects, timesheets, and other data. You can regenerate or revoke the key at any time to control access.

No. All data is queried live from OneDesk during conversations. Ticket details, task information, timesheet entries, and feedback are fetched in real-time and used only to respond to the current request. Tars does not maintain a separate database of your OneDesk data.

Yes. OneDesk uses different item types for tickets, tasks, issues, requirements, and feedback. The agent uses the appropriate API endpoint for each type and can query them independently. When a user asks about their request, the agent determines the correct item type and retrieves it from the right endpoint.

OneDesk's portal requires customers to log in and navigate a web interface. Tars AI Agents meet customers wherever they already are, on your website, WhatsApp, or messaging channels, and provide instant answers through natural conversation. The agent can also combine OneDesk data with other integrated tools for a more complete customer experience.

Yes. The agent queries OneDesk timesheets with filters for date range, user ID, billable status, and associated object type. You can ask for all billable hours logged by a specific team member last month, or total hours on a particular project. The agent returns detailed entries that match your criteria.

If the agent cannot find the requested ticket, it informs the customer and suggests alternative ways to locate their request, such as providing a different ticket number or email address. The agent can also search messages and comments for references to the deleted item and offer to create a new ticket if needed.