Help Desk Integrations (Freshdesk, Zendesk, Intercom)
Step-by-step setup guides for Freshdesk, Zendesk, and Intercom. Covers ticket sync, priority mapping, escalation policies, and troubleshooting.
Overview
Raya connects to your existing help desk so she can receive, respond to, and escalate support tickets without leaving Teammates.ai. Tickets sync bi-directionally with Freshdesk and Zendesk — when a customer creates a ticket in your help desk, it appears in Raya's inbox within seconds. When Raya escalates a conversation, the escalation ticket syncs back to your help desk.
| Help Desk | Status | Auth Method | Sync | Teammate |
|---|---|---|---|---|
| Freshdesk | Available (all plans) | Subdomain + API Key | Bi-directional | Raya |
| Zendesk | Enterprise plan | Subdomain + API Token | Bi-directional | Raya |
| Intercom | Enterprise plan | API Token | Inbound only | Raya |
Freshdesk Setup (Step-by-Step)
Freshdesk is available on all plans and connects via API key authentication. Follow these steps to connect Raya to your Freshdesk account and start syncing tickets.
- 1
Log in to your Teammates.ai Dashboard
Go to app.teammates.ai and sign in with your work email.
- 2
Navigate to Raya
From the main interface, click on RAYA to open her configuration panel.
- 3
Open the Integrations panel
Click "Integrations" in the left-hand sidebar to see all available integration cards.
- 4
Toggle Freshdesk ON
Find the Freshdesk card in the integration list and toggle it ON. A configuration modal appears.
- 5
Enter your Freshdesk subdomain
Enter ONLY the subdomain part of your Freshdesk URL. If your Freshdesk address is https://yourcompany.freshdesk.com, enter only "yourcompany" — not the full URL.
- 6
Enter your Freshdesk API Key
To find your API key: Log in to Freshdesk, click your profile icon in the top right corner, go to Profile Settings, and click "View API Key." Copy the key and paste it in the modal.
- 7
Submit and connect
Click Submit. The connection establishes automatically. You should see a green "Connected" status on the Freshdesk card.
- 8
Verify ticket sync
Go to the Tickets section in Teammates.ai. Your Freshdesk tickets will now sync and appear in Raya's ticket queue.
- 9
Configure your escalation policy
Navigate to Settings > Chat > Escalation Policy. Choose from 6 built-in templates (General Support, Technical, Billing, VIP, Complaints, Privacy) or write a custom policy. This controls when Raya escalates conversations to your human team.
- 10
Test the integration
Create a test ticket in Freshdesk. It should appear in Teammates.ai within seconds. Raya will process it based on your knowledge base and escalation policy.
Note
Enter ONLY the subdomain, not the full URL. For example: yourcompany — not https://yourcompany.freshdesk.com
Zendesk Setup
Zendesk follows the same architecture as Freshdesk — subdomain plus API token authentication with bi-directional ticket sync. Zendesk is available on the Enterprise plan.
- 1
Open the Integrations panel in Raya
Navigate to Raya > Integrations in the Dashboard. Find the Zendesk card. If your organization is on the Enterprise plan, the card is active. Otherwise, it appears locked.
- 2
Toggle Zendesk ON
Toggle the Zendesk card ON. A configuration modal appears asking for your subdomain and API token.
- 3
Enter your Zendesk subdomain
If your Zendesk URL is https://company.zendesk.com, enter only "company" — not the full URL.
- 4
Enter your Zendesk API Token
To find your API token: Log in to Zendesk Admin Center, go to Apps and Integrations > APIs > Zendesk API, and copy your active API token. Paste it in the modal.
- 5
Submit and verify
Click Submit. The Zendesk card shows a green "Connected" status. Go to the Tickets section to confirm your Zendesk tickets appear.
Important
Zendesk integration is available on the Enterprise plan. Contact support@teammates.ai to enable it for your organization.
Intercom Setup
Intercom is a read-only integration. Raya reads Intercom conversation history and customer data to inform her responses on other channels (email, WhatsApp, chat). She does not respond directly inside Intercom. This gives Raya full customer context without replacing your existing Intercom workflows.
- 1
Open the Integrations panel in Raya
Navigate to Raya > Integrations in the Dashboard. Find the Intercom card (Enterprise plan required).
- 2
Toggle Intercom ON and enter your API Token
Toggle the Intercom card ON. Enter your Intercom API token in the modal. You can find this in Intercom > Settings > Developers > Developer Hub.
- 3
Verify data import
After connecting, Raya imports customer profiles and recent conversation history from Intercom. Check a customer record in Teammates.ai to confirm Intercom data appears under the customer's context.
Important
Intercom integration is available on the Enterprise plan. Contact support@teammates.ai to enable it for your organization.
Ticket Sync Details
When a help desk is connected, tickets sync bi-directionally between your help desk and Teammates.ai. Inbound sync is webhook-based for real-time delivery. Outbound sync occurs when Raya creates escalation tickets. A 15-minute deduplication window prevents duplicate tickets from being created during high-volume periods.
| Field | Description |
|---|---|
| Title | Ticket subject line |
| Summary | AI-generated conversation summary |
| Priority | Mapped from help desk priority (see priority mapping below) |
| Status | Ticket lifecycle status (new, open, pending, solved, closed, etc.) |
| Kind | Support ticket or issue report |
| Tags | Help desk tags synced to Teammates.ai labels |
| Customer Info | Email, name, phone number from the help desk contact record |
| Assignee | Agent or group assignment from the help desk |
Priority Mapping
Teammates.ai normalizes priority levels from different help desks into a unified p0-p3 scale. Freshdesk uses numeric values while Zendesk uses string labels. Both map to the same internal priority system.
| Teammates.ai Priority | Freshdesk (numeric) | Zendesk (string) | Meaning |
|---|---|---|---|
| p0 | 4 (Urgent) | urgent | Critical issue, immediate attention required |
| p1 | 3 (High) | high | High impact, quick resolution needed |
| p2 | 2 (Medium) | normal | Standard request, normal queue |
| p3 | 1 (Low) | low | Low priority, no urgency |
Ticket Status Model
Teammates.ai supports a comprehensive ticket status model that covers the full lifecycle of a support conversation. Statuses sync from your help desk and update as Raya works on the ticket.
| Status | Description |
|---|---|
| new | Ticket just created, not yet assigned |
| open | Assigned and being worked on |
| pending | Waiting for additional information |
| hold | Temporarily paused by an agent |
| snoozed | Deferred to a future time |
| waiting_on_customer | Waiting for the customer to respond |
| waiting_on_third_party | Waiting for an external party |
| in_progress | Actively being resolved |
| escalated | Escalated to a human agent or team |
| solved | Resolution provided, awaiting customer confirmation |
| resolved | Customer confirmed the resolution |
| closed | Ticket finalized and archived |
Escalation Policy and Help Desk Sync
When Raya's escalation policy triggers, she creates a support ticket in Teammates.ai that syncs to your connected help desk. The ticket includes a conversation summary, customer details, escalation reason, and suggested priority. Teammates.ai ships with 6 built-in escalation templates. Each template defines which scenarios trigger escalation, priority mapping, required fields, and expected response timelines.
| Template | Triggers |
|---|---|
| General Support | Customer requests beyond Raya's knowledge base, failed resolution attempts, frustration signals detected |
| Technical / Product | Bug reports, platform outages, API failures, feature requests requiring engineering |
| Billing & Refund | Payment disputes, plan change requests, billing mismatches, refund requests |
| VIP / Priority | Enterprise accounts, high-value customers flagged in CRM, urgent business impact |
| Complaints | Formal complaints, churn threats, repeated dissatisfaction, social media mentions |
| Data & Privacy | GDPR requests, data deletion requests, security breach reports, compliance inquiries |
Frequently Asked Questions
Is ticket sync real-time?
What if ticket sync fails?
Can Raya create tickets in Freshdesk?
What happens if I don't set an escalation policy?
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