An API key is generated in Splashtop Gateway and passed to a third-party ticketing system, which is used by the ticketing system to authenticate access to the back-end of Splashtop On-Prem system. The API key is basically the linkage between the ticketing system and Splashtop On-Prem back-end. A ticketing system hereby refers to a support portal, namely Freshservice, Freshdesk, Zendesk, Jira and ServiceNow.
To generate an API key, go to the Splashtop Gateway.
Open the Management page, and find Third-party Integration in the Team settings
Once you click Set up API keys link, a pop-up window appears and it allows you to create an API key by simply checking the box on left of the ticketing system provider.
Copy the API key and paste it into appropriate field in the ticketing system app settings. If you need a new API key, one click on the refresh button and it will automatically generate a new key and retire the old key. In this case, do not forget to update the API key in the ticketing system, otherwise, Splashtop On-Prem back-end will fail the authentication.