Helpdesk
Escalate to Zendesk, Freshdesk, Intercom, Zoho Desk, Help Scout or Gorgias
Create a ticket in your own helpdesk when a chat needs a person, and get the replies back in the chat.
If your team already works in a helpdesk, keep it: AnytimeReply answers first, and when a chat needs a person it creates a ticket there with everything your team needs.
Connect
Open the agent's Integrations → Escalate to your helpdesk, pick yours and enter its API details — we check them with the helpdesk before saving and store them encrypted.
| Helpdesk | What you need |
|---|---|
| Zendesk | Subdomain, an agent's email, an API token (Admin Center → APIs) |
| Freshdesk | Subdomain and your API key (Profile settings) |
| Intercom | An access token from your Developer Hub app, and the data region |
| Zoho Desk | Data center, Org ID, and a Self Client's client ID, secret and refresh token (scopes Desk.tickets.ALL, Desk.basic.READ) |
| Help Scout | An App ID and secret (Your profile → My Apps); mailbox optional |
| Gorgias | Subdomain, your email and a REST API key |
What happens
- On every handoff (switch it off per helpdesk if you prefer to send by hand): a ticket with the customer's name, email and phone, the handoff reason and summary, a link to the chat in AnytimeReply and the whole conversation as a private note.
- ↗ Send to … in the inbox creates one for any chat. Each chat goes to each helpdesk only once.
- Later messages the customer writes are added to the ticket as private notes.
- Customers without an email get a placeholder address, so the ticket can still be created.
Replies back to the chat (optional)
Click Reply sync for the webhook URL (and, for Zendesk, Freshdesk and Gorgias, a small JSON body to paste; for Help Scout, a secret key). When an agent replies in the helpdesk, the reply appears in the customer's chat — website, WhatsApp, Messenger, Telegram, Slack or email — and the AI steps aside. Without it, your team simply answers the customer by email from the helpdesk.
Escalation is available on plans that include channels or actions.