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Integrating SailPoint with SupportBee

SupportBee is a collaborative help desk platform that enables organizations to manage customer support through shared inboxes, tickets, teams, and agents. It helps support teams collaborate efficiently by organizing customer conversations and assigning tickets across teams. This document provides instructions to configure a new direct connection to a SupportBee source. For a reference to the terminology specific to SailPoint products, refer to Source and Connector Definitions.

Note

To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the SaaS Release Notes page.

Supported Features

The SupportBee connector supports the following:

Account Management

  • Aggregate Users

Entitlement Management

  • Aggregate Teams

Important

Quick Compliance connectors have the following manual aggregation limits within a 24-hour period:

  • Organization Admins: Limited to 3 manual account or entitlement aggregations per day per source. This limit is cumulative across all admins in the organization.
  • Regular Users: Limited to 1 manual account or entitlement aggregation per day per source.

These limits ensure that individual compliance statuses are kept up to date while maintaining continuous compliance monitoring. If you need to run additional aggregations beyond these limits, contact SailPoint Support.

Prerequisites

Ensure the following prerequisites are met before proceeding with the configuration:

  1. You have Admin permissions in your SupportBee account.
  2. You know your SupportBee subdomain.
  3. You have generated and stored an API Token using the SupportBee API Token process.

Create an API Token

  1. Sign in to your SupportBee account.
  2. Select your profile picture in the SupportBee desk.
  3. Select API Token from the menu.
  4. Copy and save the token shown on screen.

Note

SupportBee does not issue separate named, expiring application tokens - each account has a single API token that is tied to the permission level of the user who generated it.

Required Permissions

SupportBee uses a subdomain-based API base URL. Ensure connectivity to https://<subdomain>.supportbee.com.

The token inherits the role and permissions of the SupportBee user who generated it. To manage organization members and teams, generate the token from an Admin account. By default, an Admin-level token inherits access to manage:

  • User Management - Access to create, update, and retrieve company users and agents (/users endpoint)
  • Team Management - Access to teams within the company, used to model entitlements (/teams endpoint)

Note

If you generate a token from an account with Agent or Collaborator permissions, the connector will only be able to read data it has visibility into; write operations such as provisioning, updates, or team assignments require an Admin-level token.

Support

For any help with the SupportBee API, refer to the SupportBee API documentation, Getting Started With SupportBee, and API Docs.

Note

The linked document is not maintained by SailPoint and is subject to change without notice.