Agent Desk — Integration

Overview

Convert DMs or Huddle outcomes into tickets. Keep live links, attach recaps/recordings, and sync status back to the conversation.

Capabilities

• “Convert to ticket” from DM/Huddle with prefilled context

• Attach Huddle recap, recording, and transcript excerpt

• Bi-directional status and assignee sync back to the thread

• SLA timers and escalations visible from the DM

1. 1

   Step 1

   Settings → Connections → **Agent Desk** → Connect.

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2. 2

   Step 2

   Map DM fields (participants, subject) to ticket fields (requester, summary).

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3. 3

   Step 3

   Enable “Auto-attach Huddle recap” for ended Huddles with action items.

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4. 4

   Step 4

   Create a test ticket from a DM and verify links/attachments.

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Limitations

• Ticket visibility follows Agent Desk RBAC; some users may see redacted fields.

FAQs

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