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Hand over to your helpdesk

Keep Zendesk, Freshdesk, HubSpot, Gorgias or Help Scout. Dazza answers first, hands over into it as a ticket, and your agents’ replies reach the customer.

8 MIN READUPDATED 11 SECTIONS

If your team already works in a helpdesk, you don’t have to move. Dazza answers customers first, and when one needs a person it opens a ticket in your helpdesk. Your agents reply there as they always have, and the reply reaches the customer in the website chat, on WhatsApp or another messaging app, or by email.

It works with Zendesk, Freshdesk, HubSpot, Gorgias and Help Scout, on Growth and above. A workspace connects one helpdesk.

What the ticket has

Dazza makes a ticket whenever a conversation goes to the team:

  • Dazza hands over (it can’t answer, the customer is upset, or something needs a person);
  • the customer presses Talk to a person;
  • a workflow sends a request to the team;
  • someone assigns a conversation Dazza was handling to a teammate.

Each ticket has:

  • a short subject saying what the customer needs;
  • why it was handed over, and Dazza’s summary (or the request and the details collected);
  • the customer’s name, email and phone, and whether they proved their email;
  • the channel and the page they were on;
  • the whole conversation, with links to any photos or PDFs they sent (links work for 90 days without signing in to Dazza);
  • a link back to the conversation in Dazza;
  • the tag dazza, plus the conversation’s topics.

Dazza finds the customer in your helpdesk by email, or adds them. The transcript goes in as an internal note, so your helpdesk doesn’t email it to the customer.

Where handovers go

Under Connections → Your helpdesk, choose one:

  • To your helpdesk, instead of the Dazza inbox. Each handover becomes a ticket and stays out of Dazza’s Team queue. Dazza doesn’t email your team or post to Slack, since your helpdesk tells its own agents. You can still find these conversations under All.
  • To your helpdesk and the Dazza inbox. A ticket is made, and the handover also waits in the Dazza inbox with the usual emails and Slack alerts. Reply from either: a reply from Dazza is copied to the ticket as an internal note.

The Send handovers switch turns it off for a while without disconnecting. Open tickets keep in step until they’re solved.

What happens next

  • The customer writes again. While the ticket is open, their messages are added to it, and a pending ticket goes back to open.
  • An agent replies publicly. The reply reaches the customer on the channel they used, as a message from your team with the agent’s first name. Internal notes never leave your helpdesk.
  • The ticket is solved or closed. The Dazza conversation is resolved, and the customer is asked how it went if they were in a chat.

In the Dazza inbox, these conversations show In Zendesk · #1234 (or your helpdesk’s name), with a link to the ticket. The details panel has Check for replies, in case a reply hasn’t come through yet.

If a ticket can’t be made

If your helpdesk is down or refuses the request, the handover lands in Dazza’s own inbox straight away, with the usual emails, and Dazza says why in the conversation. It tries again after 1, 5 and 30 minutes, then 2 and 6 hours, and Try again now in the details panel does it at once. Credentials that stop working show on the Connections page.

Zendesk

You need an API token. An admin’s token lets Dazza set up replies for you.

  1. In Zendesk, open Admin Center → Apps and integrations → APIs → API tokens. If token access is off, turn it on.
  2. Choose Add API token, describe it as “Dazza” and copy it.
  3. In Dazza, open Connections → Your helpdesk → Zendesk and enter your subdomain (the part before .zendesk.com), the email of the person the token belongs to, and the token.

Dazza checks the token, then adds a webhook called “Dazza: replies to customers” and a trigger called “Dazza: send replies to the customer”, which fires when a ticket tagged dazza gets a public comment or is solved. The webhook is signed by Zendesk and carries a secret only Dazza knows.

If the token isn’t an admin’s, set it up by hand. The Connections page shows the address and secret to paste:

  1. Admin Center → Apps and integrations → Actions and webhooks → Webhooks → Create webhook, then Trigger or automation.
  2. Endpoint URL: the address Dazza shows. Method POST, format JSON. Authentication API key: header name X-Dazza-Secret, value the secret.
  3. Objects and rules → Business rules → Triggers → Create trigger. Meet all: Ticket · Is · Updated, and Tags · Contains at least one of · dazza. Meet any: Comment · Is · Public; Status · Changed to · Solved; Status · Changed to · Closed.
  4. Action: Notify by → Active webhook, the Dazza webhook, with the body {"ticket_id": "{{ticket.id}}"}.

Customers’ later messages go on the ticket as internal notes, so Zendesk’s standard “Notify requester and CCs of comment update” trigger doesn’t email them their own words. That trigger does email the customer your agents’ replies when Zendesk has their email. For website chats that’s a useful copy; if you’d rather replies only came through Dazza, add the condition Tags · Contains none of · dazza to it.

Zendesk recommends OAuth over API tokens for new integrations, but API tokens still work. Make one just for Dazza, so you can delete it on its own.

Freshdesk

  1. In Freshdesk, click your profile picture, then Profile settings → View API key, and copy it.
  2. In Dazza, choose Freshdesk and enter your Freshdesk address (the part before .freshdesk.com) and the key.

Freshdesk’s API can’t set up an automation rule safely, so add one by hand. The Connections page shows each step with the address and secret:

  1. Admin → Workflows → Automations → Ticket Updates → New rule, named “Dazza: send replies to the customer”.
  2. Action performed by Agent. Events: Reply is sent, Note is added, Status is changed.
  3. Condition: Tags contains any of dazza.
  4. Action: Trigger webhook, POST, the address Dazza shows. Turn on Add custom headers and add X-Dazza-Secret: followed by the secret.
  5. Encoding JSON, content Advanced, body {"ticket_id": "{{ticket.id}}"}. Save and enable it.

Until the rule is in, Dazza checks open tickets for replies every few minutes. Customers’ later messages are added as notes from the customer. Freshdesk also emails your agents’ replies to customers who gave an email.

HubSpot

  1. In HubSpot, open Development → Legacy apps (on older accounts, Settings → Integrations → Private apps) and create a private app called “Dazza”. You need to be a super admin.
  2. On the Scopes tab, add tickets, crm.objects.contacts.read and crm.objects.contacts.write.
  3. Create the app, open its Auth tab, show the access token and copy it into Dazza.

Tickets go in the pipeline you choose (the first one by default), in its first open stage, on the contact’s record, with the conversation as a note. Later messages are added as notes.

HubSpot can’t send your team’s replies back to Dazza: a ticket made through its API isn’t a help desk conversation, and private apps can’t pass on the emails agents send from it. So with HubSpot, your team replies to the customer by email from the ticket, and Dazza tells the customer to expect an email. Dazza checks the ticket every few minutes and resolves the conversation once it reaches a closed stage.

Gorgias

  1. In Gorgias, open Settings → REST API. It shows your base API address, your username and an API key (create one if there isn’t one).
  2. In Dazza, choose Gorgias and enter your Gorgias address (the part before .gorgias.com), the username and the key.

Dazza adds an HTTP integration called “Dazza: replies to customers” that tells it when a message is added or a ticket’s status changes. Tickets open with the customer’s own words, and the conversation goes in as an internal note.

Help Scout

  1. In Help Scout, click your profile picture, then Your Profile → My Apps → Create My App. Name it “Dazza”; Help Scout asks for a redirection URL, and https://app.dazza.io is fine (Dazza doesn’t use it).
  2. Copy the App ID and App Secret into Dazza. Use an admin’s profile, so Dazza can add the webhook.
  3. Choose the mailbox for Dazza’s conversations.

Dazza adds a webhook for Agent Reply and Status Updated, signed with a secret only Dazza knows. If it can’t, add one under Settings → Workspace → Apps → Webhooks with the address and secret the Connections page shows. Help Scout also emails your agents’ replies to customers who gave an email.

More options

Under More options, choose the group (Zendesk, Freshdesk), team (Gorgias) or pipeline (HubSpot) tickets go to, and their priority. By default your helpdesk’s own rules decide.

Security

  • Credentials are encrypted and never shown again. Dazza only reads your account to check them, and to read the tickets it made.
  • Every call from your helpdesk is checked against a secret only that connection has (and Zendesk’s or Help Scout’s signature). Dazza then reads the ticket itself through your helpdesk’s API, so a forged call can’t put words in front of a customer.
  • A reply is passed on once, however many times your helpdesk repeats the call.
  • Disconnect removes the webhook, trigger or integration Dazza added, then the connection. Conversations keep their links to tickets.

Admins connect and change the helpdesk. Everyone on the team can use Try again now and Check for replies. Changes are recorded in the audit log.

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