SupportBee
Helpdesk & ITSMConnect AI agents to SupportBee, an email-based help desk. Agents open tickets, reply to customers, post internal comments, and apply labels to route work, since the connector exposes no direct agent assignment.
What This Integration Enables
SupportBee is an email help desk, and that is the whole design rather than a limitation to apologise for. Tickets are conversations, replies are emails, and the state model is deliberately small: archived or not, trashed or not, answered or not, plus labels. The connector matches that shape. Agents list and read tickets with filters for archived state, spam and trash, assigned agent or team, label, and requester email; open tickets on a customer's behalf; move them through Archive and Unarchive and Trash and Restore; and set the answered flag in both directions. Replies and comments are cleanly separated, with List Replies and Create Reply covering the customer visible thread and List Comments and Create Comment covering agent only notes.
Two things are worth knowing before you design a flow. First, this connector has no assignment action. It can filter tickets by assigned agent or team and it can list the confirmed agents on the desk, but ownership is set inside SupportBee, so an agent routes work by labelling and notifying rather than by assigning. Build around that rather than around a call that does not exist. Second, the snippet surface is fully writable. List Snippets, Create Snippet, Update Snippet, and Delete Snippet mean an agent can maintain the team's canned responses, which is powerful and shared: every snippet edit changes what every agent sends from that day forward. One operational note on credentials, since it affects how you treat the connection: SupportBee's native scheme sends the API token as a query string parameter, which means it can end up in access logs and proxy logs. Scope the token to the minimum role it needs and rotate it if a log is ever exposed.
Without FlowRunner
With FlowRunner
Use Case Scenarios
Unanswered queue worked down before the day starts
An agent runs List Tickets filtered to unanswered and sorted by last activity, then for each one runs Get Ticket and List Replies to establish whether it is genuinely waiting on the team. Some are not: the customer replied to say thanks, or an agent answered from their own mail client and the flag was never cleared. Those get Mark Ticket Answered and, where appropriate, Archive Ticket. The ones that really are waiting get an internal Create Comment summarising the ask and what the customer has already tried, plus Apply Label to mark the topic. The queue that reaches the team in the morning contains only tickets that need a human, and each one arrives with a briefing attached.
New ticket opened from an upstream signal
A failed payment fires in Stripe. Rather than waiting for the customer to notice, an agent runs Create Ticket on their behalf with their name and email as requester, a subject that names the specific card decline reason, and a body composed from the relevant snippet retrieved with List Snippets. It applies a label for billing with Apply Label so the ticket lands in the right view, and posts to the billing channel in Slack. The customer gets a proactive ticket that already contains the fix, and the desk owns the thread rather than an outbound email nobody can find later.
Snippet library kept in step with the product
Product ships a change that invalidates three canned responses. An agent runs List Snippets, matches each against the changed feature names, and drafts corrected versions. It does not push them. The proposed diffs go to the support lead with the old and new text side by side, and only approved changes are written back with Update Snippet. New snippets for the new behaviour are added with Create Snippet. Delete Snippet is reserved for entries the lead has explicitly retired, because removing a snippet takes it away from every agent at once.
Human-in-Loop Highlight
Create Reply on this connector accepts an optional on behalf of agent, which means a customer visible email can go out from the desk signed by a colleague who has never seen it. That is a different failure from a bad reply. A bad reply is a mistake the customer attributes to the company; a reply sent under someone else's name is a mistake the customer attributes to a specific person, and the person it lands on finds out when the customer answers them directly. On a shared email desk that is the single most damaging thing a well meaning automation can do, and here it is one parameter on one call. So the agent drafts into the safe channel first. It runs Create Comment to post the proposed wording as an internal, agent only note on the ticket, then asks the named agent, in their own words: "Draft reply ready on ticket 1177 for Priya Raman about the duplicate charge. It is composed from the Billing Refund snippet and would send from the desk on behalf of you. Read it on the ticket and reply send, edit, or hold." Nobody's name goes on an email they did not approve. This is what human-in-the-loop is for: not slowing the agent down, but keeping the decisions that carry someone's reputation with the person whose reputation it is.
Agent Capabilities
21 actionsTickets
9- List Tickets Lists tickets with filters for archived state, spam and trash, assigned agent or team, a label, and requester emails, sorted by last activity or creation time, returning up to 100 per page. This is the polling path that stands in for event delivery on this connector.
- Get Ticket Retrieves a single ticket by ID with its subject, requester, current assignment, labels, and summary content. Used to confirm state before acting.
- Create Ticket Creates a ticket on behalf of a customer with their name and email, a subject, and a plain text or HTML body, optionally adding CC and BCC recipients and notifying the requester by email. Used to open a proactive thread from an upstream signal.
- Archive Ticket Archives a ticket, moving it out of the active inbox once it is resolved. Reversible with Unarchive Ticket.
- Unarchive Ticket Returns an archived ticket to the active inbox. Used when a customer replies to something the desk considered done.
- Trash Ticket Moves a ticket to the trash. Recoverable with Restore Ticket, which makes it the safer choice than any permanent removal.
- Restore Ticket Restores a ticket from the trash back into the inbox.
- Mark Ticket Answered Clears the unanswered flag on a ticket. Used to correct the queue when a reply happened outside the desk.
- Mark Ticket Unanswered Flags a ticket as needing a reply. Used to pull something back into the working queue when a customer's follow up was missed.
Replies
2- List Replies Retrieves all customer visible replies on a ticket in chronological order with their author and content. Used to establish what the customer has already been told before drafting anything new.
- Create Reply Posts a customer visible reply to a ticket as plain text or HTML, optionally sent on behalf of another agent and with CC and BCC recipients. This is the outbound email, and the on behalf of parameter is why it sits behind an approval gate.
Comments
2- List Comments Retrieves all internal, agent only comments on a ticket in chronological order. Used to read prior internal context without touching the customer thread.
- Create Comment Adds an internal, agent only note to a ticket as plain text or HTML. This is where an agent stages a draft reply for review, because nothing written here reaches the customer.
Labels
3- List Labels Retrieves the company's custom labels with their names and display colours. Used to resolve a valid label before applying one.
- Apply Label Applies an existing custom label to a ticket. The label must already exist in the company's label list. Since this connector has no assignment action, labelling is how an agent routes work into the right view.
- Remove Label Removes a custom label from a ticket. Used when reclassification changes where a ticket should appear.
Agents
1- List Agents Lists the confirmed agents on the help desk with their names, email addresses, and roles, optionally including agents who have been invited but not yet confirmed. Used to identify who a reply would be attributed to and who should be asked to approve it.
Snippets
4- List Snippets Retrieves all reply snippets for the company with their names, tags, and content. Used to compose a draft from currently approved wording rather than from memory.
- Create Snippet Creates a reply snippet with a name, optional tags, and plain text or HTML body content. Used to add an approved response for new product behaviour.
- Update Snippet Updates an existing snippet, changing only the fields provided. Every agent sends the updated wording from that moment, so edits go through review.
- Delete Snippet Permanently deletes a reply snippet by ID. This removes it for the whole team, so it is reserved for entries a lead has explicitly retired. --- The SupportBee connector exposes no FlowRunner triggers. SupportBee's API is a request and response surface, so nothing here listens for new tickets or new replies. Reactive flows run on a schedule that calls List Tickets sorted by last activity, filtered to unanswered where that is the queue you care about, and compares each run against the previous high water mark.
Frequently Asked Questions
What can FlowRunner do with SupportBee?
FlowRunner agents can run List Tickets, Get Ticket, and Create Ticket in SupportBee, plus 18 more actions.
Does connecting SupportBee to FlowRunner require OAuth?
No. SupportBee connects to FlowRunner with an API key, no OAuth flow required.
Can SupportBee trigger a FlowRunner workflow automatically?
SupportBee doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
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