Hello @Oscar Hue you will want to use the API key of an administrator to make sure that you don’t run into issues with permissions related to what functionality you are trying to accomplish (ex. Ability to create tickets). Secondly, unfortunately there is no way to just setup an agent for the api key without purchasing an agent license. Lastly, when you perform actions through automations or integrations, the agent whose api key you are using will be the agent associated with the action. For example if you create a ticket and use John Smith’s api key in the integration. It will show John Smith created the ticket. If you use that agent’s api key again to add a note to the ticket. It will show John Smith’s name as the agent adding the ticket.

In our system we bite the bullet and bought another agent license solely allocated for whenever we need a service desk api key and labeled it helpdesk.

Hope this helps! Take care!

Hi Zach, thanks for your replied, now at least I understand the process, meaning that I should use the administrator API key for the integration instead use the specific agent API key now.

Thanks for your help, appreciate it

No problem, let us know if you have any further questions. Take care :)