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An integration connects an agent to another product, such as Zendesk or HubSpot. Each agent has its own connections. When you connect one, you can reuse an account another agent in your workspace already connected, or connect a new one. So two agents can share one Zendesk, or open tickets in two different ones. Connecting a tool doesn’t change what an agent does. An action on the agent decides that. For a helpdesk, the action is a helpdesk ticket: it says when the agent hands a customer to your team by opening a ticket.

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What you can connect

To get something marked Coming soon, click Request early access on its card. We’ll email you when it’s ready. Contact us on a card sends us your details so we can set it up with you. If a tool isn’t listed, search for it and choose Ask us for it.

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Connect one

1

Open Integrations

Go to Agents → your agent → Integrations. The page shows that agent’s connections only.
2

Click Connect on the card

If another agent already uses that product, the dialog asks Which account?: pick Use an existing account, which needs nothing new, or Connect a new account. For a new account, fill in the fields. Each one says where to find the value in that product. Helpdesks has the details for each.
3

Save

We check the details with the provider before saving them. If the key is wrong or missing an access right, you see the provider’s reason under the form and nothing is saved. For Zendesk, Connect with Zendesk takes you to Zendesk to approve access instead, and brings you back here.
Keys are encrypted when you save and never shown again. Only owners and admins can connect or disconnect. Anyone in the workspace can request an integration.

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Change a key or disconnect

  • Change lets you give the current account a new key, switch this agent to another account your workspace already uses, or connect a different one. A new key applies to every agent sharing that account; the dialog says so. The helpdesk ticket actions keep working, and you don’t need to edit them.
  • Disconnect removes the connection from this agent only. Other agents sharing the account keep it. When no other agent uses it, the connection and its key are deleted. Tickets already opened stay in the helpdesk, and conversations still link to them.
Connecting and disconnecting both show in the workspace’s activity log.

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When a ticket fails

If the helpdesk rejects a ticket, for example because the key was revoked, the agent offers to take a message instead. The customer is never left waiting. The card on the Integrations page then shows Last ticket failed with the provider’s reason. The message clears the next time a ticket goes through.