Create and link Route5 issues directly from initdesk tickets

Overview⁠

The initdesk integration for Route5 connects support tickets to product workflows. Agents can create new Route5 issues or link support tickets to existing issues directly from the initdesk ticket sidebar. When creating a New commitment, initdesk includes the ticket context in the Route5 issue description, along with a reference link back to the original support ticket.

How it works⁠

When creating issues, agents can specify the target team, status, assignee, subscribers, labels, title, and description. Administrators can configure a default Route5 team and apply a title prefix to help operator teams identify issues originating from support. If an item already exists in Route5, agents can search for the issue and attach it to the current ticket.

Once an issue is linked, the initdesk ticket sidebar displays the connection, allowing agents to open the issue directly in Route5. This maintains a direct reference back to the customer conversation. If an issue is attached by mistake, agents can unlink it from the ticket without deleting the issue in Route5.

Configure⁠

To install the integration, navigate to Settings > Plugins in initdesk and select Route5. Clicking the connection button starts the authorization flow, which authenticates the account and redirects the user back to the initdesk application. An account owner or admin permission is required to perform the setup.