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A Helpdesk ticket action lets the agent open a ticket in your helpdesk when a customer needs a person. It works with Zendesk, Freshdesk, HubSpot, Intercom, Help Scout, Gorgias and Odoo. The ticket carries the agent’s summary, who the customer is and the full transcript, so nobody has to ask the customer to repeat themselves.

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What you need

A helpdesk connected under Integrations. See Integrations and Helpdesks.

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Set it up

1

Open Actions

Go to Agents → your agent → Actions and choose Add action → Helpdesk ticket.
2

Pick the helpdesk

Only helpdesks this agent has connected are listed. If none are, the editor links you to Integrations.
3

Say when to open a ticket

Leave When should the agent open a ticket? empty to use the default: when the customer asks for a person or wants to make a complaint, or when the agent can’t answer from what it knows, and only after confirming with them. Or write your own, for example “Open a ticket for any refund over $100, and for anything about a damaged delivery.”
4

Pick channels and save

Choose Voice, Chat and Email as needed, then click Add. The tool name defaults to create_ticket. Change it if you want two ticket actions with different rules.

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How it works in a conversation

  1. Finding out what’s wrong. The agent follows your instructions for when to open a ticket, and checks first unless the customer asked for one. It asks one short question at a time. A product name on its own, like “integration” or “billing”, isn’t enough: it asks what actually happens until your team could act without asking again.
  2. Where to reply. In chat and email it needs an email address, because that’s where your team answers. It asks for one unless it already has it from an email thread or a lead saved earlier in the conversation. On a call it has the number they called from, so an email is optional there, except for Help Scout and Gorgias, which always need one. It doesn’t ask for their name, but uses it if they give it.
  3. Opening it. The ticket is opened with a subject and summary in the customer’s words, their details and the transcript so far. The agent is never allowed to open a ticket that says the problem is still unknown.
  4. Telling them. The agent gives them the ticket number and says the team will reply. It never promises a time. In the chat widget, a card appears under that reply showing the ticket number, the date, Submitted, the subject and the summary. The card is still there when the customer comes back to the conversation.
The conversation page in WireDesk shows a Ticket row that links to the ticket in your helpdesk.

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When something is wrong

  • The helpdesk isn’t connected any more. A ticket action whose helpdesk was disconnected isn’t offered to the agent at all until you connect it again.
  • The helpdesk rejects the ticket. The agent offers to take a message instead, and the Integrations card shows Last ticket failed with the reason.
  • Timeout: 8 seconds on a phone call, 15 seconds on chat and email.
Every ticket attempt appears in the Action log under Inbox → Extra fields, with whether it succeeded.

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Helpdesk tickets and Request a human

Both hand a customer to a person, in different places:
  • Request a human brings someone into the live conversation from the WireDesk inbox.
  • A helpdesk ticket puts the customer in your helpdesk’s queue, where your team already works.
You can switch on both. The agent picks between them from your instructions.