1. To connect your Envato account with Support Hub
2. To add your own Envato application to Support Hub

Connecting your Envato account

Adding Envato Application

If you have some experience with Envato API, this will be a breeze for you. But, even if you have never worked with it before, we will cover it here, step by step. 

Step 1: Registering new Envato application

This will take you to a "Register your app" page where you need to provide some application details.

Application Name

Pick anything you want for an application name. This will be visible to your customers so it's recommended to pick something that will be familiar to your customers like your company name or Envato username, etc.

Required Permissions

These are the permissions that your app needs to work properly. Pick the following permissions from the list:

• View and search Envato sites
• View the user's Envato Account username
• View the user's email address
• View the user's account profile details
• Verify purchases the user has made
• View the user's purchases of the app creator's items

Confirmation URL

The confirmation URL depends on your Support Hub subdomain and it should be formatted like following: https://YOUR_SUBDOMAIN.support-hub.io/envato/callback 

For example, if your help desk is located at my-test-company.support-hub.io then your callback should look like https://my-test-company.support-hub.io/envato/callback 

NOTE: If you are using  a custom domain to access your help desk, then your callback URL should look like https://yourcustomdomain.com/envato/callback
In this case, your customers will be able to authenticate with their Envato account only when they access your help desk via the custom domain. 

Application Key and Secret

Step 2: Updating Support Hub Settings

This email address will be used for sending email notifications to your customers and it will allow them to add replies to a ticket by replying directly to the email notification they have received.

Additionally, you can enable automatic ticket creation if someone sends an email to your default support email address from above.

Enabling Ticket E-Mails

From your account settings section, you can enable "Email Tickets" feature which will automatically turn any emails you receive on your_account_subdomain@mail.support-hub.io to private tickets.

Here you will also need to define a default support category for those tickets. 

NOTE: Purchase code verification will not be performed for tickets created via email! Make sure that you select the appropriate default category here or, if you don't want to allow ticket creation without a purchase code verification, consider disabling the "Email Tickets" feature.

Adding an external support address

If you already have an email address that you want to use (for example support@yourcompany.com) you can forward the emails you receive on support@yourcompany.com to your_account_subdomain@mail.support-hub.io and any forwarded emails will be automatically converted to support tickets.

Here is the documentation on how to forward emails for some of the most popular email providers:

• Microsoft Exchange and Outlook
  
• Google Gmail and G Suite
• Yahoo Mail

Most email providers will send a verification email to a forwarded email address (your_account_subdomain@mail.support-hub.io in your case) and that email will automatically appear as a ticket in your Support Hub account. This ticket usually contains instructions on how to verify the forwarding email and enable forwarding.

As soon as you complete the forwarding configuration, you are ready to start receiving the support tickets via email. 

Verifying your forwarding configuration (optional)

This step is completely optional and, if you have configured the forwarding settings properly, tickets will be automatically created when someone sends you an email to a defined external support email address.
However, if you want to make sure that your email forwarding is working as expected, it is recommended to follow the instructions below and add your forwarding emails to Support Hub.

So, as soon as you finish the forwarding process for your email provider, add the forwarding email to Support Hub by clicking the Add Forwarding E-Mail button and by filling in the email inside the input field which will appear in the modal displayed below.

Once you add the forwarding email, Support Hub will automatically attempt to verify your forwarding configuration by sending a sample email to the email address you have provided. If everything is configured properly, you will receive a success flash message and email will appear as verified.

If something is not configured properly, the status will turn to "Verification Failed" and you will be able to verify it again by clicking the "Try Again" link below the status. 

In this case, there is most likely some issue with your email forwarding configuration and you should check the forwarding settings again before you click the "Try Again" button, to make sure that everything is configured properly.

and then select "API Keys" from the sidebar

Choose any name you want for your new API token and hit the "Create Token" button.

One your token is created, a popup will appear and you will be able to get your token value. Keep in mind that that is the only time when you will see the token so make sure that you don't lose it. 

If you want to revoke any token that you have previously created, you can do it by clicking the "trash" icon next to the token's name within the list of active tokens.

But don't worry, we thought about that too. Support Hub allows you to easily create support categories from your Envato items. 

All you need to do is the following:

1. Connect your Envato account
2. Create categories from Envato items

Connecting an Envato Account

Everything you need to know about connecting your Envato account is explained inside the Envato Integration article. 

Once your Envato account is connected, Support Hub will fetch all the info about your ThemeForest and CodeCanyon items and they will be visible on "Settings >> Integrations >> Envato" page.

Create categories from Envato items

After connecting your Envato account, head over to Categories page and click the Create from Envato button displayed on the screenshot below

The modal with all your Envato items will appear where you can select the items for which you want to create your support categories. Once you have selected the desired list of items, click the Create Categories button and you are good to go. Support categories will be automatically created and associated with those items and your help desk is now ready to accept support tickets.

However, if you would like to use a custom domain or subdomain like support.yourcompany.com for example, here is how you can set that up:

1) Help Desk Branding Settings

First, you will need to update the custom domain settings field for your account. 

When you are logged in as admin, there is a new Settings > General > Custom Domain section where you can set up your custom help desk domain and SSL certificates.

To add a custom domain, simply fill the custom domain input field with your desired domain (just the domain, without http://,https:// or www part) and press Update Settings button. 

Support Hub will set up all the necessary things for you and you should see the screen below:

NOTE: To remove and disable custom domain help desk access, just remove the domain from the input field (leave the field blank) and click the Update Settings button.

2) Custom CNAME Record

Next step is to set up a custom CNAME DNS record for your desired domain. The way you configure the DNS records depends on the DNS provider you use, so if you have some issues we will recommend you to contact your DNS hosting provider support to help you out with it.

As an example, here is how you can configure it with CloudFlare:

1. Set up CloudFlare as a DNS resolver. More info on how to do it is available inside CloudFlare's documentation.
2. Go to a DNS section in CloudFlare and add one more CNAME record. For our example, we will name it "support"
3. Point it at the Support Hub's domain: custom.support-hub.io
   NOTE: Don't be confused, it doesn't matter what your Support Hub subdomain is, you should always point the DNS to custom.support-hub.io!

We want to use CloudFlare for DNS purposes only which means that we need to click on the Cloud icon to make it gray. The end result for this CNAME record will look like the following:

NOTE: Keep in mind that DNS changes sometimes can take up to 72 hours to take effect, but it is usually much faster and it should take effects in a matter of minutes.

As soon as DNS records are propagated you can visit your custom domain in a browser (in our case it is support.devscrew.com) and it should successfully open your help desk.

3) SSL Configuration

Although you can access your help desk through a custom domain now, there is no security certificate installed for that custom domain and it will appear as "not secure" in some browsers.

SSL (Secure Socket Layer) is an encryption protocol that ensures secure communications with your website. When you have a proper SSL certificate installed it means that all communications between a web browser and the server are encrypted. It is highly recommended to install the SSL certificate to make your help desk secure!

Luckily, Support Hub makes installing an SSL certificate for your custom domain a breeze. 

While you are on a Custom Domain settings page, click the Add New Certificate button. It will open a pop-up modal where you can select how you want to install the certificate by choosing between a free automatically generated certificate from LetsEncrypt or by uploading your own SSL certificate if you already have one.

Support Hub will allow you to have multiple certificates installed and only one active certificate, which means that you can change the active certificate whenever you want.

Installing LetsEncrypt Certificate

The easiest way to secure your website with a valid SSL certificate is to install one from LetsEncrypt. To do that, just select the "LetsEncrypt" option and click Obtain Certificate button.

Support Hub will do all the work automatically and obtain a valid SSL certificate for your custom domain. 

As soon as the certificate is installed, all you need to do is to activate it by clicking the "Activate" link like in the example below:

It will take a few seconds to activate the certificate, but as soon as it is activated your help desk will be fully secured if you access it via the custom domain.

IMPORTANT: All active LetsEncrypt certificates will be automatically renewed by Support Hub so you don't need to worry about it.

Uploading Existing Certificate

If you already have an SSL certificate generated somewhere else, you can easily upload it to Support Hub and use that one to secure your help desk custom domain.

To upload an existing certificate, select the "Existing Certificate" option inside the "Add New SSL Certificate" modal, paste your certificate private key and the certificate itself and hit the Install Certificate button.

Support Hub will install the certificate for you and you can then activate it by clicking the "Activate" link, the same way you do it for LetsEncrypt certificates.

Keep in mind that manually uploaded certificates cannot be automatically renewed by Support Hub, which means that you will need to keep an eye on certificate expiration date and upload a new one before it expires.

Please check the https://developer.support-hub.io for complete API reference.

My API returns 429 Too Many Requests HTTP response, what should I do?

The Support Hub API is rate-limited and your rate limit depends on your subscription plan. For more info please check the API docs: https://developer.support-hub.io/1.0/guide.html#rate-limit 

The code block will look like the one displayed below and you can press SHIFT+ENTER whenever you want to add a new line inside the code block or ENTER if you want to leave the code block and continue writing the regular text.

Of course, the integration is pretty simple, and all you need is the MailChimp API key. If you are not sure how to get one, please check the MailChimp documentation.

Enable MailChimp Integration

Once you get your API key, head over to "Settings > Integrations > MailChimp" page, enable the integration by clicking on the switch, paste the API key into the input field and click Update Settings button.

If your API key is correct, you will get the success message which means that your Support Hub account is now connected with your MailChimp account.

To learn how you can subscribe or unsubscribe your customers from MailChimp, check the following article: Managing Customer MailChimp Subscription Status 

If you are writing a new article, all the articles that will appear in the list will be scoped to selected article category. Also, if you are replying to a ticket, articles that will appear will be from the same category that the ticket belongs to. 

Subscription status can be managed for each customer individually, as well as for a selected group of customers or all customers at the same time. 

Subscribing Individual Customer

You can manage the subscription status for a specific customer from his profile section or from a ticket page of a ticket that he has created.

If you are on customer's profile page, you can access the MailChimp activity by clicking the MailChimp link inside the navigation section below the user's avatar.

The MailChimp activity page, as well as the sections that are available on that page, are explained in the screenshot below

If you want to subscribe or unsubscribe the customer from a specific MailChimp list, just click on the Subscribe or Unsubscribe button to the right of the list's name.

MailChimp activity information can also be seen from a ticket page,  which allows you to easily check if you have sent any email campaigns to this specific customer in the past.

Subscribing Multiple Customers

You can also manage the subscription status for multiple customers at once directly from your Customers page.

After clicking the Manage Subscriptions link, a modal popup will appear from which you can subscribe (or unsubscribe) a specific group of customers to (or from) the selected MailChimp list. 

If you want, you can also create a MailChimp static segment directly from this page, which will allow you to easily group only those customer that you have selected and subscribed in this batch. 

The following data can be imported automatically from your Ticksy account:

• Agents
• Customers
• Categories
• Tickets
• Articles

To import your Ticksy data, go to your account settings page and select Import option from the sidebar menu.

Then, you'll need to select the Ticksy tab, provide the required credentials and click the Import button. We will then validate your credentials to make sure that we can access your Ticksy account and start the import if credentials are valid.

The importing of all the data can take a while and you can see the status of your import job in the Recent Imports table.

Note that you don't have to wait on this page for the import to complete. You can use the app as usual and navigate to any other page and, as soon as the import job is completed, you will receive the appropriate notification:

The following data can be imported automatically from your Ticksy account:

• Users (Agents and End-Users)
• Groups
• Tickets
• Articles

NOTE! Since Zendesk does not have the same concept of "Categories" as Support Hub, all articles will be imported to a category named General. You can then easily move the newly created collections to any group you want.

Data Import

To import your Zendesk data, go to your account settings page and select Import option from the sidebar menu.

Then, you'll need to select the Zendesk tab, provide the required credentials and click the Import button. We will then validate your credentials to make sure that we can access your Zendesk account and start the import if credentials are valid.

The importing of all the data can take a while and you can see the status of your import job in the Recent Imports table.

Note that you don't have to wait on this page for the import to complete. You can use the app as usual and navigate to any other page and, as soon as the import job is completed, you will receive the appropriate notification:

API Rate Limits

Zendesk API rate limit depends on your Zendesk subscription plan. If you have a lot of customers and tickets, but you are subscribed to the Essential plan, it can take a while before we import all the data.

The following data can be imported automatically from your account:

• Agents
• Customers
• Tickets
• Knowledgebase Solutions

Data Import

To import your Freshdesk data, go to your account settings page and select Import option from the sidebar menu.

Then, you'll need to select the Freshdesk tab, provide the required credentials and click the Import button. We will then validate your credentials to make sure that we can access your Freshdesk account and start the import if credentials are valid.

The importing of all the data can take a while and you can see the status of your import job in the Recent Imports table.

Note that you don't have to wait on this page for the import to complete. You can use the app as usual and navigate to any other page and, as soon as the import job is completed, you will receive the appropriate notification:

API Rate Limits

Freshdesk API rate limit depends on your Freshdesk subscription plan. If you have a lot of customers and tickets, it can take a while before we import all the data.

When you are on the Edit Category page, click on the category thumbnail to open the modal pop-up for further thumbnail customization.

Inside the pop-up modal, you are able to either upload a custom thumbnail or completely remove the custom image and use a letter instead, which is the default for each category.

Once you select the image to upload you will be able to crop the image directly from the application interface so you don't have to worry about the image size and dimensions.

The feed with all published articles that can be publically visible is available on https://yoursubdomain.support-hub.io/feed 

If you want, there is a feed available for each category separately, and you can get the URL to the feed at the bottom of the category collections page like it is displayed on the screenshot below:

For example, here is the URL to the General category here on the official Support Hub help desk: https://help.support-hub.io/feed/3