Help desk integrations
Our platform connects to all major help desks and chat platforms. We connect to each platform's API via oAuth or an API key. We use this access to read the content of tickets for QA purposes, and to report on ticket volumes and response times.
Here's how to connect to each tool specifically:
Jump ahead: Zendesk | Intercom | Help Scout | Front | Groove | Salesforce Desk | Ticksy | Freshdesk | bbPress | More
Zendesk
Enter your Zendesk URL in the Dashboard
Log into your Influx account and add your Zendesk URL here
Click the Authorize button to grant Influx access to Zendesk
To do this, you need to be authorized as an admin in Zendesk. If you’re not logged in, you’ll be prompted to log in as part of the authorization process.
When you authorize your account to work with Influx, we’ll use this access to read the content of tickets. We start by default reading only the last two weeks of content. We use this information to QA responses. We also track ticket response times.
Intercom
Find your Intercom app URL
Log into your Intercom account and look at any URL, you’ll see something like this:
https://app.intercom.io/a/apps/xyz123/users/segments/active
Copy this string after /apps, e.g. xyz123
Enter your Intercom URL in the Influx Dashboard
Log into the Influx dashboard and enter your Intercom URL here
Click the Authorize button to grant Influx access to Intercom
If you’re not logged into Intercom, you’ll be prompted to log in as part of the authorization process.
When you authorize your account to work with Influx, we’ll use this access to read the content of conversations. We start by default reading only the last two weeks of content. We use this information to QA responses. We also track ticket response times.
Help Scout
Find your Mailbox URL
When you log into your Help Scout dashboard, you can choose to click on your mailbox. Then, just grab the URL of your mailbox from your browser. Here’s some more information about mailboxes.
Find or Generate Your Help Scout API Key
You can create an API key for a specific profile. Log into your Help Scout account, click on ‘Your Profile’ and then ‘API Keys’ to generate a new key. More information here
Here's also an overview of how Help Scout APIs work
Connect to Your Influx Account
You can add both URLs to your Influx account here
Once connected, it usually takes about 30 minutes before data starts showing up in your account.
Front
Find Your Front JSON Web Token
You can grab your JSON web token in Settings → API & Integrations → API. Learn more here
Ticksy
Find your Ticksy URL
Log into your help desk and copy the subdomain in your browser
When you authorize your Ticksy account to work with Influx, we’ll use this access to read the content of tickets. We start by default reading the last two weeks of content. We use this information to QA responses. We also track ticket response times.
Salesforce Desk
Find your Salesforce Desk URL
Sign in to Salesforce Desk and copy the subdomain in your browser.
Freshdesk
Find your Freshdesk URL
Sign in to Freshdesk and copy the subdomain in your browser
Groove
Find your Groove URL
Sign in to Groove and copy the subdomain in your browser
bbPress
Find your bbPress URL
Sign in to bbPress and copy the subdomain in your browser
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