Agent Desk — Integration

Overview

One-click “Convert thread → ticket”, live status mirroring, and transcript/file sync between Channels and Desk.

Capabilities

• Convert thread → ticket with attachments and participants

• Bi-directional status + assignee sync (open/in-progress/resolved)

• Deep link back to the originating thread

• SLA timers + “needs reply” signals surfaced in channel

• Internal notes from channel posts (with mention mapping)

1. 1

   Step 1

   Open **Admin → Apps → Agent Desk** and click **Connect**.

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2. 2

   Step 2

   Select default project/queue and SLA policy for channel tickets.

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3. 3

   Step 3

   Enable “Mirror ticket status to thread header.”

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4. 4

   Step 4

   In a channel, use **More → Convert to ticket** on a thread; verify linkback.

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Limitations

• Ticket field requirements can block conversion; configure field defaults.

• Attachments over policy limits are linked instead of embedded.

FAQs

Pricing