> ## Documentation Index
> Fetch the complete documentation index at: https://wiredesk.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Helpdesks

> What to fill in for Zendesk, Freshdesk, HubSpot, Intercom, Help Scout, Gorgias and Odoo, and what each ticket contains.

Most helpdesks connect with a key you create in that product and paste into WireDesk. Zendesk connects with OAuth instead: you approve access on Zendesk. Either way, you don't need to install an app or wait for a vendor to approve one.

## What every ticket contains

Whichever helpdesk you use, the ticket carries:

* the agent's **summary** of what the customer needs and what it already tried
* **who the customer is**: their name, email address and phone number, whichever are known
* the **channel** it came in on, and a link back to the conversation in WireDesk
* the **whole transcript**, with each line marked Customer, AI agent or Team

Every ticket is tagged `wiredesk`, so you can build a view or a routing rule for them in your helpdesk.

## Zendesk

Zendesk connects with OAuth: you create an OAuth client in your Zendesk, then approve WireDesk's access on Zendesk. Zendesk is retiring API tokens (they stop working on April 30, 2027), so there is no API-token option.

<Steps>
  <Step title="Copy the redirect URL">
    In WireDesk, click **Connect** on the Zendesk card. The dialog shows a **Redirect URL** with a copy button.
  </Step>

  <Step title="Create an OAuth client in Zendesk">
    Admin Center → Apps and integrations → APIs → **OAuth clients** → **Add OAuth client**. Name it WireDesk, set **Client kind** to **Confidential**, and paste the redirect URL into **Redirect URLs**. Save.
  </Step>

  <Step title="Copy two values back">
    The client's **Identifier**, and the **Secret** Zendesk shows once when you save.
  </Step>

  <Step title="Connect with Zendesk">
    Fill in your **Zendesk subdomain** (`acme` for `acme.zendesk.com`), the identifier and the secret, and click **Connect with Zendesk**. Zendesk asks you to approve access. Sign in as an agent or admin, not an end user. You come back to Integrations, connected.
  </Step>
</Steps>

The ticket's requester is the customer. The summary and transcript go in as a **private note**, so the customer's "we got your request" email doesn't repeat the conversation back to them.

## Freshdesk

| Field | Where to find it |
| - | - |
| **Freshdesk subdomain** | `acme` for `acme.freshdesk.com`. |
| **API key** | Your profile picture → Profile settings → **View API key**. |

The ticket opens as **Open** with **Low** priority, so your team does the triage. Freshdesk needs a way to reach the customer, so a caller who gives only a phone number becomes a phone ticket.

## HubSpot

| Field | Where to find it |
| - | - |
| **Private app access token** | Settings → Integrations → Private apps → **Create a private app**. |

Give the private app the `tickets`, `crm.objects.contacts.read` and `crm.objects.contacts.write` scopes. The ticket goes into your default pipeline at its first stage. When we know the customer's email address, the ticket is linked to their contact, which we find or create. If the token can't reach contacts, the ticket still opens, just without the link.

## Intercom

| Field | Where to find it |
| - | - |
| **Access token** | Settings → Integrations → Developer Hub → your app → Configure → **Authentication**. |
| **Data region** | United States, Europe or Australia: wherever your workspace is hosted. |

The escalation arrives as a new conversation from the customer in your Intercom inbox. The customer is matched to an existing contact by email address, or added as a lead.

## Help Scout

| Field | Where to find it |
| - | - |
| **App ID** and **App secret** | Your profile → My Apps → **Create My App**. Any redirect URL will do. |
| **Mailbox ID** (optional) | The number in the mailbox's address. Leave it empty to use your first mailbox. |

Help Scout needs the customer's email address, so the agent asks for it before opening the conversation.

## Gorgias

| Field | Where to find it |
| - | - |
| **Gorgias subdomain** | `acme` for `acme.gorgias.com`. |
| **Username** | The email you sign in to Gorgias with. |
| **API key** | Settings → You → REST API → **Create API key**. |

Gorgias needs the customer's email address, so the agent asks for it before opening the ticket.

## Odoo

| Field | Where to find it |
| - | - |
| **Odoo address** | For example `https://acme.odoo.com`. It must be a public HTTPS address. |
| **Database name** | Shown when you activate developer mode, or ask your Odoo admin. |
| **Username** | The login you sign in to Odoo with. |
| **API key** | Your avatar → My Profile → Account Security → **New API Key**. |

The **Helpdesk** app must be installed, and the user must be allowed to create Helpdesk tickets. We check both when you connect.

## Related

* [Integrations](/docs/integrations/overview)
* [Helpdesk tickets](/docs/actions/helpdesk-tickets)