Helpdesks

When your team already works in a helpdesk, your agents' tickets can go there instead of to the agent's Tickets page. The helpdesk gets the visitor's address and name, the question, the page they asked it on, the conversation so far and a link to it in ChatterLab, and it sends its own mail to the visitor and to your team. Helpdesks are part of Studio and up.

Note. Helpdesks are being tested and are not open to every workspace yet. Where they are not, the Helpdesks card does not appear in Settings.

Connecting one#

In Settings, on the Helpdesks card, press Connect beside the helpdesk. The card lists the ones you can connect.

• Freshdesk: fill in the Helpdesk address and the API key of one of your Freshdesk agents, which Freshdesk shows under Profile settings, and press Connect. The key is tried first, then kept encrypted and never shown again. Tickets are made in that agent's name. Only addresses under freshdesk.com are taken.
• Zoho Desk: you sign in at Zoho and allow ChatterLab to make tickets. The data centre your account is in is taken from Zoho's answer, and the departments you can choose from are read at the same time.
• Zendesk: fill in your Zendesk subdomain, press Continue to Zendesk, sign in there and allow ChatterLab to make tickets.

A workspace connects each helpdesk once; connecting it again replaces what was kept. Only the workspace's owner and an admin can connect or disconnect one.

Choosing where an agent's tickets go#

On the agent, under Integrations, on the Tickets card, choose under Where tickets go: ChatterLab, or one of your helpdesks. For Zoho Desk, choose the Department too. Press Save.

What happens to a ticket#

• It is made in the helpdesk while the visitor waits, and the ticket number the chat gives them is the helpdesk's.
• ChatterLab sends no confirmation and tells nobody: the helpdesk does, as you set it up.
• It stays listed on the agent's Tickets page with a link to the helpdesk. You answer it there, not in ChatterLab.
• A mail the agent does not answer (E-mail) goes to the helpdesk the same way.

When the helpdesk refuses the ticket or does not answer within 6 seconds, the ticket is made in ChatterLab as usual and your team is told as usual. The workspace's owner gets an e-mail saying why, once a day at most, and the card in Settings shows the last reason. A key or a permission that stopped working is fixed by connecting the helpdesk again.

Disconnecting#

Disconnect deletes the key or the permission we kept. The agents that sent their tickets there send them to ChatterLab again. Tickets already made in the helpdesk stay there.