External helpdesks

If your team already uses an external helpdesk (Gorgias, Zendesk, Freshdesk, Intercom), Humagician integrates with it instead of replacing it. Tickets created from chat sync into your external system; replies in either direction stay in sync.

When to use an external helpdesk

Use an external helpdesk if:

• Your team is already trained on it — switching is painful
• You have email volume that's already routed there
• You need features Humagician's built-in help desk doesn't have yet (advanced macros, complex routing, multi-brand)

Use Humagician's built-in help desk (Help desk) if:

• You're starting fresh
• Your volume is low-to-medium and chat is your dominant channel
• You want everything in one tool

Switching helpdesk mode

A workspace has one helpdesk mode. Set it in Settings → Help desk → Mode:

• Built-in — default; tickets live in Humagician
• Gorgias
• Zendesk
• Freshdesk
• Intercom

Once you flip to an external mode, the /helpdesk page disappears from your nav (since the source of truth is elsewhere). Conversations from chat still sync, but you'll work them in your external tool.

Gorgias

1. Get an API key

   Gorgias admin → Settings → REST API → Generate key. You need tickets, customers, and messages scopes.

2. Connect

   Settings → Integrations → Gorgias → paste your domain (yourstore.gorgias.com), email, and key.

3. Verify

   A green check appears once the connection works. Test by sending a chat that escalates — it should appear in Gorgias as a new ticket.

What syncs:

• Chat → Gorgias: every escalated chat becomes a Gorgias ticket. Ongoing chat messages append as ticket events.
• Gorgias → Chat: when an operator replies in Gorgias, the message lands in the chat thread.
• Tags + customers sync.

Limitations: macros and Gorgias-specific automations don't fire from chat-originated tickets unless you set Gorgias rules to apply to them.

Zendesk

1. Set up an API token

   Zendesk admin → Apps and integrations → Zendesk API → Token access. Generate a token.

2. Connect

   Settings → Integrations → Zendesk → subdomain, email, token.

3. Pick a default group / brand

   Tickets from Humagician land in the group + brand you select.

Zendesk's "side conversations" feature is not used; we sync as standard tickets.

Freshdesk

1. Get an API key

   Freshdesk profile → Your API key.

2. Connect

   Settings → Integrations → Freshdesk → domain (yourstore.freshdesk.com), API key.

Intercom

Intercom uses OAuth. Click Connect Intercom → approve in Intercom → done. No manual key setup.

Intercom workspace must have Conversations + Contacts scopes.

What Huey sees with external helpdesks

Huey can read from your external helpdesk to enrich its replies:

• "Has this customer contacted us before?" → checks both Humagician chat history AND your Gorgias ticket history
• "What's the open ticket from [email protected]?" → fetches from Zendesk

The exact tools depend on which helpdesk you've connected. Look for the helpdesk name as a tool-call chip under Huey's messages.

Disconnecting

Settings → Integrations → (helpdesk) → Disconnect. Existing conversation data isn't deleted; new escalations stop syncing.

If you switch back to Built-in mode after using an external helpdesk, your historical synced tickets stay in the external system. You can manually re-import them via Librarian → Knowledge Base → Import if you want them visible in Humagician.