How do I connect Zendesk, Intercom or Freshdesk?

What happens when you connect a help desk

Every request a visitor opens in chat is forwarded to your help desk as well as to the Requests queue. The record starts with the handoff note (summary and suggested first step), followed by the name, contact details, source agent and the conversation transcript. Urgent requests are tagged. If the visitor left a real email address, the help desk sends replies to it.

• When the Requests screen opens, the status of forwarded requests is fetched from your help desk, so a change made there shows up in the panel. That's why a forwarded request's status is managed in the help desk, not in the panel.
• A forwarded request shows its number in the help desk (e.g. “Zendesk #123”); click it to open the record.
• If forwarding fails, a “Couldn't send to …” badge appears; use “Resend” in the request details to try again.

One help desk can be connected per workspace. To connect another, remove the current one first.

For Gorgias, see Connecting Gorgias.

Zendesk

1. On Integrations → Zendesk, enter your yourcompany.zendesk.com address in “Your Zendesk address” (not your own domain).
2. Press “Connect Zendesk” and approve in Zendesk.

Tickets and the Zendesk steps in your agents act in the name of the person who connected, who must be an agent or admin in Zendesk. If the connection goes unused for 90 days, Zendesk drops the permission and you need to connect again.

Agent actions: creating, getting, updating and deleting tickets, recovering suspended tickets; user and organization records.

Intercom

1. Press “Connect Intercom” and approve with your Intercom account. If you sign in to Intercom with Google and your workspace is hosted in Europe or Australia, use “Connect a Europe workspace” or “Connect an Australia workspace”.
2. On the card, set “Requests from chat”: they land in your inbox as conversations, or open as tickets of one of your Intercom ticket types.

Agent actions: contact, lead and company records; creating, updating and replying to tickets; starting, replying to and closing conversations. Replies and notes are written in the name of the admin who connected. Removing the connection also removes Agenola from your Intercom.

Freshdesk

1. In Freshdesk, click your profile picture (top right) → Profile settings and copy the key from the “Your API Key” box.
2. On Integrations → Freshdesk, fill in “Freshdesk address” (yourshop.freshdesk.com) and “API key”, then press “Connect”. The connection is tested before it is saved.

Tickets, replies and notes are written as the agent who owns the key. If that person leaves the team or resets their key, the connection breaks; use the key of a shared support account.

Agent actions: creating, searching, updating, replying to and deleting tickets, getting the conversation; contact records.

Disconnecting

Press “Disconnect” on the provider's page. New requests are no longer forwarded and that help desk's flow steps stop. For Zendesk and Intercom the permission you gave Agenola is revoked too. Requests forwarded earlier are no longer synced if you switch provider.

Connecting and disconnecting require the Owner or Admin role.