escalio DEVELOPER DOCUMENTATION
Connect your work
to Escalio.
Create tickets from your scripts, bring support into your product, or connect monitoring and AI tools. Start with the interface that fits your job.
POSTCreate your first ticketKeep your existing cron or integration. Send its result to Escalio.Organization API
For your team's external scripts and scheduled jobs. An organization key can create an open, unassigned ticket with an internal note. It cannot read existing tickets, upload files, change Settings or send a customer reply.
Get a key: agents open their avatar menu → API keys. Owners and admins can also open Settings → Team → API keys for the organization's complete registry. Keys belong to the organization and remain active if their creator is disabled.
Customer API
For a customer's integrations: read, create and reply to public support requests. Company admins can access the company's requests; member keys see only their own. Internal notes and staff Settings are never available.
A signed-in customer-company admin opens API keys beside My requests. No embedded panel or JWT SSO is required. Your support provider assigns this role in Settings → Tickets → Companies → company → Users → user.
Embedded support remains optional: configure customer JWT SSO in Settings → Sign-in and the panel's allowed origins in Settings → Portal. Embedded keys additionally follow signed membership and panel settings.
Customer keys start with esc_customer_, have read, create and reply permissions, and expire within 30 days. They cannot create other keys.
MCP
Staff: open Settings → AI → Connectors → Escalio in Claude and follow the connection instructions. Staff connect with OAuth and their organization permissions.
Customers: use a key from the support portal or embedded panel with the customer MCP endpoint in the Customer API guide. It uses a customer key and supports listing, reading, creating and replying to accessible requests. Customer MCP and staff MCP have different credentials and access.
On-call integrations
In On-call → Integrations, create an integration for Grafana, Prometheus Alertmanager or a JSON sender. Copy its generated webhook address into your monitoring system. The address contains its own secret; it does not use an organization API key.
To notify the person on call about a new ticket, configure the schedule and escalation policy, then use a ticket-created rule in Settings → Automations with the On-call action. Delivery follows the on-call member's notification settings.
Status pages
Create status API tokens in Status page → Settings to read components and set their status. A heartbeat monitor has a separate generated address for a scheduled task to call. Keep both credentials private; organization ticket keys cannot replace them.
Outgoing webhooks
Connect a destination in Settings → Automations → Webhooks, then use Send webhook in an automation. This sends requests from Escalio to your system. It is separate from an API request your script sends to create a ticket.
Embedded support & SSO
Use Settings → Sign-in for customer JWT SSO and Settings → Portal → Embedded customer support for the panel. Your backend signs the customer's identity, company and role; the browser does not choose their access. Email is optional for these signed customer identities.
For a website chat button, use Settings → Channels → Website chat and its installation snippet. Website chat, the embedded panel and server-to-server API keys serve different purposes.