Re:amaze Ticket Sync

Re:amaze sync in Helpwave covers both directions: Helpwave can create a new Re:amaze conversation, and it can also pull external conversations, messages, attachments, and timestamps back into the local conversation model.

Inbound sync behavior

• Loads conversations from Re:amaze through the backend API client
• Creates or updates Helpwave conversations using the Re:amaze slug
• Stores attachment metadata when files are available

Outbound sync behavior

• Creates a Re:amaze conversation with Helpwave message content
• Passes attachment URLs when files are included
• Can later close the synced conversation from Helpwave

Good rollout practice

1. Test with one brand and one queue first.
2. Validate that customer email and subject values look correct.
3. Confirm attachments open correctly from the synced conversation.