Update workspace helpdesk settings

Updates workspace-wide default helpdesk settings. These settings apply to all email accounts unless overridden at the account level.

What can be configured:

Default task priority: Priority level for all helpdesk tasks (Urgent, High, Normal, Low)
Default task type: Task type ID that will be assigned to helpdesk tasks
Default task status: Task status ID for newly created helpdesk tasks
Auto-assign user: Optional user ID to automatically assign tasks to
Default reply body: HTML template for automatic replies (supports variables like taskNumber)
Send default reply: Whether to automatically send replies to new email senders

How it works:

These settings become the base configuration for all helpdesk operations
Individual email accounts can override any of these defaults
When an email account has no specific settings, it uses these workspace defaults
The isHelpdeskEnabled flag is preserved from current settings (not updated via this endpoint)

Auto-reply system: When sendDefaultReply is enabled, the system automatically sends replies to initial emails from new senders:

Only triggers for first-time senders (not replies to existing conversations)
Uses the defaultReplyBody template with variable substitution
Variables like taskNumber are replaced with actual values
Replies are sent from the same email account that received the original email

Note: This endpoint requires the WsSettings.manageSettings permission. Changes affect all email accounts that don’t have account-specific overrides.

PUT/helpdesk/settings

Authorization

AuthorizationOAuth2 access token · headerrequired

Scopes:api:write

AuthorizationBearer token (JWT) · headerrequired

Query parameters

fieldsToReturnstring

Comma-separated list of top-level response fields to return. Overrides the endpoint compact default unless responseShape=full is used.

responseShapestring

Advanced override. Omit for the endpoint compact default. Use full only when you need the complete endpoint response, including nested fields that are not selectable with fieldsToReturn.

Allowed:compactfull

Header parameters

LT-Response-Shapestring

Advanced override. Set to full only when you need the complete endpoint response, including nested fields that are not selectable with fieldsToReturn.

Allowed:full

Request body

requiredapplication/json

autoAssignUserIdstring

Optional user ID to automatically assign all helpdesk tasks to. If provided, all tasks created from emails will be assigned to this user. If omitted or null, tasks will be created without automatic assignment. Must be a valid user ID from your workspace.

defaultReplyBodystringrequired

HTML template for automatic replies sent to new email senders. This template is used when sendDefaultReply is enabled.

Accepts Markdown or HTML for complex formatting. This content is rendered by the Leadtime rich editor, not by a plain Markdown viewer.

For quick/simple text, Markdown is acceptable. For polished user-facing content from an agent or integration, prefer structured HTML because it preserves editor blocks, links, and layout more predictably.

Use only the nodes and marks documented below for this field. Supported editor features differ by endpoint and field. Choose formatting for readability, not decoration: use headings for real sections, paragraphs for narrative text, lists or tables for structured facts, blockquotes for quoted context, callouts for important outcomes/risks/notes when supported, and explicit anchors for links. Do not rely on bare URLs or Markdown links when the link must be clickable; use explicit anchors such as <a href="https://example.com" target="_blank" rel="noopener noreferrer nofollow">link text</a>.

In HTML you can use:

Node Types and Marks

Nodes

paragraph Type: block Content: inline* (inline only — do not use block tags such as inside; use e.g. , , , …) Default paragraph. extraPlaceholder is an internal structure for the editor to show a ghost placeholder in empty “template” lines (ProseMirror JSON fragment or null). For normal agent output leave extraPlaceholder as null. Only set it if you are intentionally mirroring a field placeholder the user already has in the open editor; do not set random placeholder data for free-form answers. Atts:

extraPlaceholder: null

<p class="paragraph-base" extraplaceholder="null/some-value"></p>

heading Type: block Content: inline* (inline only — do not use block tags such as inside; use e.g. , , , …) Atts:

level: 1

<h1 class="heading-base"></h1>

bulletList Type: block list Content: listItem+ Atts: none

<ul class="list-base"><li></li></ul>

hardBreak Type: inline Atts: none

<br>

horizontalRule Type: block Atts: none

<hr class="hr-base">

orderedList Type: block list Content: listItem+ Atts:

start: 1
type: null

<ol class="order-list-base" type="null/some-value"><li></li></ol>

listItem Content: (paragraph|list)* (paragraphs and/or lists, in any order) Atts: none

<li></li>

blockquote Type: block Content: block+ (one or more block child nodes (e.g. paragraph, list, …)) Atts: none

<blockquote class="blockquote-base"><p class="paragraph-base"></p></blockquote>

Marks

link Atts:

href: null
target: _blank
rel: noopener noreferrer nofollow
class: null
title: null

<a target="_blank" rel="noopener noreferrer nofollow" href="">link text example</a>

bold Atts: none

<strong>bold text example</strong>

code Atts: none

<code>code text example</code>

italic Atts: none

<em>italic text example</em>

strike Atts: none

<s>strike text example</s>

underline Atts: none

<u>underline text example</u>

Available Helpdesk Variables

You can use the following variables in your helpdesk templates. Variables are represented as HTML spans:

taskNumber: The generated task number for the helpdesk ticket

Example HTML: #12345

Note: The template supports variables that are automatically replaced with actual values (e.g., taskNumber becomes the actual task number).

defaultTaskPrioritystringrequired

Default task priority for all helpdesk tasks. This priority will be assigned to tasks created from emails unless overridden at the email account or organization level. Valid values: Urgent, High, Normal, Low.

Allowed:LowNormalHigh

defaultTaskStatusIdstringrequired

Default task status ID for newly created helpdesk tasks. This determines the initial status of tasks created from emails. Must be a valid task status ID from your workspace.

defaultTaskTypeIdstringrequired

Default task type ID that will be assigned to all helpdesk tasks. This determines the category/type of tasks created from emails. Must be a valid task type ID from your workspace.

sendDefaultReplybooleanrequired

Whether to automatically send replies to new email senders. When enabled, the system will send the defaultReplyBody template as a reply to initial emails from senders who haven't contacted helpdesk before. Replies are only sent for first-time senders, not for replies to existing conversations.

Responses

200

Workspace helpdesk settings updated successfully

emailAccountsobject[]required

List of all email accounts in the workspace with their helpdesk settings. Each account can have account-specific overrides that override workspace defaults. Accounts without specific settings will use workspace defaults.

workspaceobjectrequired

Workspace-wide helpdesk settings including the global enabled flag and default task creation settings. These settings serve as the base configuration for all helpdesk operations in the workspace.

401

Unauthorized - Invalid or missing authentication token

403

Forbidden - Insufficient API scopes or permissions

Try it

Server

Base URLCustom base URLOverrides the selected server when set.

Authorization

OAuth2 access tokenRemember on this deviceInclude my values in samples

Parameters

fieldsToReturnqueryComma-separated list of top-level response fields to return. Overrides the endpoint compact default unless responseShape=full is used.responseShapequeryAdvanced override. Omit for the endpoint compact default. Use full only when you need the complete endpoint response, including nested fields that are not selectable with fieldsToReturn.LT-Response-ShapeheaderAdvanced override. Set to full only when you need the complete endpoint response, including nested fields that are not selectable with fieldsToReturn.

Bodyapplication/json

autoAssignUserIdstringOptional user ID to automatically assign all helpdesk tasks to. If provided, all tasks created from emails will be assigned to this user. If omitted or null, tasks will be created without automatic assignment. Must be a valid user ID from your workspace.defaultReplyBodystring*HTML template for automatic replies sent to new email senders. This template is used when `sendDefaultReply` is enabled. Accepts Markdown or HTML for complex formatting. This content is rendered by the Leadtime rich editor, not by a plain Markdown viewer. For quick/simple text, Markdown is acceptable. For polished user-facing content from an agent or integration, prefer structured HTML because it preserves editor blocks, links, and layout more predictably. Use only the nodes and marks documented below for this field. Supported editor features differ by endpoint and field. Choose formatting for readability, not decoration: use headings for real sections, paragraphs for narrative text, lists or tables for structured facts, blockquotes for quoted context, callouts for important outcomes/risks/notes when supported, and explicit anchors for links. Do not rely on bare URLs or Markdown links when the link must be clickable; use explicit anchors such as <a href="https://example.com" target="_blank" rel="noopener noreferrer nofollow">link text</a>. In HTML you can use: ## Node Types and Marks ### Nodes **paragraph** Type: block Content: inline* (inline only — do not use block tags such as inside; use e.g. , , , …) Default paragraph. extraPlaceholder is an internal structure for the editor to show a ghost placeholder in empty “template” lines (ProseMirror JSON fragment or null). For normal agent output leave extraPlaceholder as null. Only set it if you are intentionally mirroring a field placeholder the user already has in the open editor; do not set random placeholder data for free-form answers. Atts: - extraPlaceholder: null ```html ``` **heading** Type: block Content: inline* (inline only — do not use block tags such as inside; use e.g. , , , …) Atts: - level: 1 ```html <h1 class="heading-base"></h1> ``` **bulletList** Type: block list Content: listItem+ Atts: none ```html <ul class="list-base"><li></li></ul> ``` **hardBreak** Type: inline Atts: none ```html ``` **horizontalRule** Type: block Atts: none ```html <hr class="hr-base"> ``` **orderedList** Type: block list Content: listItem+ Atts: - start: 1 - type: null ```html <ol class="order-list-base" type="null/some-value"><li></li></ol> ``` **listItem** Content: (paragraph|list)* (paragraphs and/or lists, in any order) Atts: none ```html <li></li> ``` **blockquote** Type: block Content: block+ (one or more block child nodes (e.g. paragraph, list, …)) Atts: none ```html <blockquote class="blockquote-base"></blockquote> ``` ### Marks **link** Atts: - href: null - target: _blank - rel: noopener noreferrer nofollow - class: null - title: null ```html <a target="_blank" rel="noopener noreferrer nofollow" href="">link text example</a> ``` **bold** Atts: none ```html bold text example ``` **code** Atts: none ```html <code>code text example</code> ``` **italic** Atts: none ```html italic text example ``` **strike** Atts: none ```html <s>strike text example</s> ``` **underline** Atts: none ```html underline text example ``` ## Available Helpdesk Variables You can use the following variables in your helpdesk templates. Variables are represented as HTML spans: **taskNumber**: The generated task number for the helpdesk ticket **Example HTML**: `#12345` **Note:** The template supports variables that are automatically replaced with actual values (e.g., `taskNumber` becomes the actual task number).defaultTaskPrioritystring*Default task priority for all helpdesk tasks. This priority will be assigned to tasks created from emails unless overridden at the email account or organization level. Valid values: Urgent, High, Normal, Low.defaultTaskStatusIdstring*Default task status ID for newly created helpdesk tasks. This determines the initial status of tasks created from emails. Must be a valid task status ID from your workspace.defaultTaskTypeIdstring*Default task type ID that will be assigned to all helpdesk tasks. This determines the category/type of tasks created from emails. Must be a valid task type ID from your workspace.sendDefaultReplyboolean*Whether to automatically send replies to new email senders. When enabled, the system will send the `defaultReplyBody` template as a reply to initial emails from senders who haven't contacted helpdesk before. Replies are only sent for first-time senders, not for replies to existing conversations.

Request

curl -X PUT "https://leadtime.app/api/public/helpdesk/settings" \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
  "autoAssignUserId": "user-uuid-789",
  "defaultReplyBody": "<p>Thank you for contacting us. Your ticket number is <span data-type=\"variable\" data-id=\"taskNumber\">#12345</span>.</p>",
  "defaultTaskPriority": "Normal",
  "defaultTaskStatusId": "status-uuid-456",
  "defaultTaskTypeId": "type-uuid-123",
  "sendDefaultReply": true
}'

const response = await fetch("https://leadtime.app/api/public/helpdesk/settings", {
  method: "PUT",
  headers: {
    "Authorization": "Bearer YOUR_ACCESS_TOKEN",
    "Content-Type": "application/json"
  },
  body: "{\n  \"autoAssignUserId\": \"user-uuid-789\",\n  \"defaultReplyBody\": \"<p>Thank you for contacting us. Your ticket number is <span data-type=\\\"variable\\\" data-id=\\\"taskNumber\\\">#12345</span>.</p>\",\n  \"defaultTaskPriority\": \"Normal\",\n  \"defaultTaskStatusId\": \"status-uuid-456\",\n  \"defaultTaskTypeId\": \"type-uuid-123\",\n  \"sendDefaultReply\": true\n}"
});

import requests

response = requests.put(
    "https://leadtime.app/api/public/helpdesk/settings",
    headers={
        "Authorization": "Bearer YOUR_ACCESS_TOKEN",
        "Content-Type": "application/json"
    },
    data="{\n  \"autoAssignUserId\": \"user-uuid-789\",\n  \"defaultReplyBody\": \"<p>Thank you for contacting us. Your ticket number is <span data-type=\\\"variable\\\" data-id=\\\"taskNumber\\\">#12345</span>.</p>\",\n  \"defaultTaskPriority\": \"Normal\",\n  \"defaultTaskStatusId\": \"status-uuid-456\",\n  \"defaultTaskTypeId\": \"type-uuid-123\",\n  \"sendDefaultReply\": true\n}",
)

Response

{
  "emailAccounts": [
    {
      "defaultReplyBody": null,
      "emailAccountId": "account-uuid-123",
      "emailAddress": "support@example.com",
      "emailDisplayName": "Support Team",
      "isEnabled": true,
      "sendDefaultReply": null,
      "taskAccountableId": null,
      "taskAssignedId": null,
      "taskPriority": null,
      "taskProjectId": null,
      "taskStatusId": null,
      "taskTagsIds": null,
      "taskTypeId": "type-uuid-456"
    }
  ],
  "workspace": {
    "defaultSettings": {
      "defaultReplyBody": "<p>Thank you for contacting us.</p>",
      "sendDefaultReply": true,
      "taskAssignedId": "user-uuid-101",
      "taskPriority": "Normal",
      "taskProjectId": "project-uuid-123",
      "taskStatusId": "status-uuid-789",
      "taskTypeId": "type-uuid-456"
    },
    "isHelpdeskEnabled": true
  }
}