Docs/Resolve/ArminCX
ChatGPT Claude Edit

ArminCX#

The ArminCX integration opens a ticket in your ArminCX workspace whenever a customer submits a Resolve claim. The ticket is attributed to the customer, and claim photos, the carrier affidavit PDF, affected items, order context, and the customer's resolution preference are attached automatically.

What you need#

Before you start, gather:

  • ArminCX admin access — to create an API key.
  • An ArminCX API key — created under Settings → API keys. It must carry the tickets:write and agents:read scopes. ArminCX authenticates with a cx-api-key header, so unlike Zendesk or Gorgias there is no account email or subdomain to provide.
  • An email channel — the address of a connected ArminCX email channel new claim tickets are opened on, e.g. [email protected]. Required before you can enable the integration.
  • A default agent email (optional) — the ArminCX agent new tickets should be assigned to. Leave it empty to let ArminCX route tickets through its own inbox rules.

Karla authenticates with your API key only — not your ArminCX account password.

Connect ArminCX for ticket creation#

1. Create an API key in ArminCX#

In ArminCX, open Settings → API keys and create a key for your workspace with the tickets:write and agents:read scopes.

Name it something recognizable — e.g. Karla Resolve Integration — and copy the key immediately.

Treat the API key like a password. Do not share it in email or chat — enter it only in the Karla portal.

2. Note your email channel#

ArminCX opens the ticket on a specific channel. Use the address of the connected email channel exactly as it appears in ArminCX under Settings → Channels:

[email protected]

ArminCX treats the channel as optional and falls back to the first connected channel of that type. If you run several inboxes — say support@ and billing@ — that choice is silent and can change, so claims could land in an inbox nobody is watching. Karla requires the channel so tickets always arrive in the same place.

3. Connect ArminCX in the Karla portal#

In the Karla portal, navigate to Settings → Integrations and select ArminCX.

Under API Configuration, paste your API Key and save it. Karla stores it in a secret manager and shows only a masked preview afterward.

4. Configure the email channel#

Once the key is saved, the Integration Settings unlock:

FieldValue
Email ChannelThe ArminCX email channel claims are opened on, e.g. [email protected]
Default Agent EmailOptional agent to assign new tickets to, e.g. [email protected]

Save the email channel, then toggle the integration on. New Resolve claims will create tickets in ArminCX automatically.

The integration cannot be enabled until an email channel is saved — ArminCX opens claim tickets on a channel, so the address is required.

If you do not see ArminCX under Settings → Integrations, contact your account manager — the integration may need to be enabled for your shop first.

5. Optional settings#

Four optional settings live alongside the connection:

  • Sender address — your postal sender line for the carrier affidavit PDF. Saving an address attaches the affidavit to investigation (not received) tickets; clearing it removes the affidavit.
  • Type of goods — what your parcels contain, printed as the content ("Inhalt") line on the affidavit.
  • Main carrier — which carrier's form is used for the affidavit. Leave it on Automatic to route by the shipment's own carrier.
  • Ticket templates — customize the subject, body, tags, and attachments per claim reason. See Helpdesk integrations → Ticket templates.

What Karla creates in ArminCX#

When a customer submits a Resolve claim, Karla opens an ArminCX ticket with:

  • Subject and message mapped from the claim reason and customer notes.
  • Contact matched or created from the order email, with the message attributed to the customer — so your reply continues the conversation they expect, rather than starting a new one.
  • Tags reflecting the Resolve flow type, resolution preference, and shipment phase (configured per shop).
  • Attachments — claim photos and, where configured, the carrier affidavit PDF, uploaded directly onto the ticket.
  • Order and shipment context in the ticket — order number, carrier, tracking number, affected line items.

Your agents see a complete ticket without looking up the order elsewhere.

ArminCX accepts up to 10 attachments per message and 20 MB per file. Karla uploads the affidavit PDF first and fills the remaining slots with claim photos, so evidence is never dropped in favour of an extra image.

Troubleshooting#

Cannot enable the integration

  • Save an Email Channel first — the toggle stays disabled until one is stored.

Tickets not appearing

  • Confirm the integration toggle is enabled in the Karla portal.
  • Confirm the channel address matches a connected ArminCX email channel exactly, including the domain.
  • Confirm Resolve is enabled and customers are submitting claims through an active Resolve flow.

Authentication failed after saving

  • Confirm the API key was copied in full — no leading or trailing spaces.
  • Confirm the key carries the tickets:write and agents:read scopes.
  • Confirm the key is not expired or revoked in ArminCX.

Photos missing from the ticket

  • Confirm each file is under 20 MB — larger files are skipped rather than failing the whole ticket.
  • A claim with many photos may exceed the 10-attachment limit; the affidavit and the earliest photos are kept.

Wrong ArminCX workspace

  • Confirm the API key belongs to the ArminCX workspace you expect. A key from a different workspace will create tickets there — or fail if the channel does not exist.

Where to next#

Was this helpful?
SuperchatEmail