> For the complete documentation index, see [llms.txt](https://docs.eesel.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.eesel.ai/integrations/helpdesks.md).

# Helpdesks

Compare eesel's AI agent across helpdesks: Zendesk, Freshdesk, Intercom, Gorgias, HubSpot, Help Scout, Front, Salesforce and more. How each connects and drafts.

A helpdesk integration puts your AI agent inside the tool your team already answers customers in, so it works the ticket queue beside them rather than in a separate inbox. It learns from your help center, macros and past tickets, drafts or sends replies, and tags and routes the rest.

Your AI teammate works your ticket queue like any other agent on your team. It reads your help center, your macros and your past tickets first. Then it drafts replies for a person to check, answers the routine tickets itself, and tags and routes the rest.

## Compare helpdesks

| Helpdesk                                                                          | How you connect                                                          | What it learns from                                                                       | Keeps a person in the loop with                   | Worth knowing                                                                                                |
| --------------------------------------------------------------------------------- | ------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------- | ------------------------------------------------- | ------------------------------------------------------------------------------------------------------------ |
| [**Zendesk**](/integrations/helpdesks/zendesk.md)                                 | One approval in Zendesk                                                  | Help center, macros and past tickets. You choose what is imported before you connect      | **Draft ticket reply** or **Leave internal note** | [Zendesk Messenger](/integrations/helpdesks/zendesk/zendesk-messenger.md) live chat uses the same connection |
| [**Freshdesk**](/integrations/helpdesks/freshdesk.md)                             | Your subdomain and an API key, in a secure form                          | Help center, canned responses and past resolved tickets                                   | **Draft ticket reply** or **Leave internal note** | [Fresh Chat](/integrations/helpdesks/freshdesk/freshchat.md) live chat builds on the same connection         |
| [**Intercom**](/integrations/helpdesks/intercom.md)                               | One approval in Intercom                                                 | Help center, macros and past conversations                                                | **Leave internal note**                           | Waits about 15 seconds on a first message so your Intercom workflows can finish                              |
| [**HubSpot**](/integrations/helpdesks/hubspot.md)                                 | One approval in HubSpot                                                  | Knowledge base and past tickets, plus deals, contacts and companies if you switch them on | **Add internal comment**                          | @eesel works in an inbox comment, not in a note on a ticket record                                           |
| [**Gorgias**](/integrations/helpdesks/gorgias.md)                                 | One approval in Gorgias                                                  | Help center, macros and past tickets                                                      | **Draft ticket reply** or **Leave internal note** | Covers Gorgias chat too, because chats arrive as tickets                                                     |
| [**Help Scout**](/integrations/helpdesks/help-scout.md)                           | One authorization in Help Scout                                          | Your Docs site and past conversations                                                     | **Create draft reply**                            | Does not answer Beacon live chats                                                                            |
| [**Front**](/integrations/helpdesks/front.md)                                     | One approval in Front                                                    | Past conversations, plus your help center once you add its URL                            | **Leave internal comment**                        | Does not create tags or assign to teams                                                                      |
| [**Salesforce**](/integrations/helpdesks/salesforce.md)                           | Install the eesel package, then approve it. A Salesforce admin does both | Cases, contacts, accounts and Knowledge articles                                          | An internal case comment                          | Runs on Salesforce records only, with no trigger for chat or messaging sessions                              |
| [**Jira Service Management**](/integrations/helpdesks/jira-service-management.md) | An Atlassian API token, in a secure form                                 | Nothing from Jira. Issues are read live, and knowledge comes from your other sources      | **Leave Note on Issue**                           | Only a Jira Service Management project keeps a note internal                                                 |
| [**Zoho Desk**](/integrations/helpdesks/zoho-desk.md)                             | One authorization in Zoho                                                | Help center and past tickets (by default, closed tickets changed in the last 30 days)     | **Leave internal note**                           | Cannot read your support email address from Zoho                                                             |
| [**Re:amaze**](/integrations/helpdesks/reamaze.md)                                | Your subdomain, a staff login email and an API token                     | Response templates, past conversations and help center articles                           | **Leave internal note**                           | No event triggers. It checks on a schedule, as often as every ten minutes                                    |

Every helpdesk also has an action that replies straight to the customer.

### Live chat on your helpdesk

| Live chat                                                                     | What it needs                                                                                                   | How it hands over                                |
| ----------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------- | ------------------------------------------------ |
| [**Zendesk Messenger**](/integrations/helpdesks/zendesk/zendesk-messenger.md) | A Zendesk connection, then approval for Zendesk Conversations and picking eesel AI as the bot for your channels | Passes the chat to your team as a Zendesk ticket |
| [**Fresh Chat**](/integrations/helpdesks/freshdesk/freshchat.md)              | A Freshdesk connection, then an API token and a webhook you save in Freshchat                                   | Assigns the chat to a group or an agent          |

Live chat replies go out in real time, because a customer is waiting. To keep a person in the loop there, use handover rules instead of drafts.

### Keeping it off certain senders

Topics always go in the automation's instructions. Senders differ by helpdesk:

* **Zendesk, Intercom and Help Scout:** tag those tickets or conversations in the helpdesk, for example with a Zendesk trigger or a Help Scout Workflow, and skip the tag.
* **Freshdesk, Gorgias, Front and Salesforce:** name the sender in the automation's instructions. The first check sees who sent it.
* **HubSpot:** there is no sender blocklist. Limit it by inbox, channel or ticket pipeline.
* **Zoho Desk:** name the sender in the instructions, but a skipped sender still counts as a task, because the first check cannot see the email address.
* **Re:amaze:** name the sender in the schedule's instructions. Your agent reads who wrote each conversation before it acts.

Not seeing your app? The [integrations overview](/integrations/overview.md) has the full list, and how to ask for one.

## FAQ

<details>

<summary>Which helpdesks does eesel's AI agent work with?</summary>

eesel works with Zendesk, Freshdesk, Intercom, HubSpot, Gorgias, Help Scout, Front, Salesforce Service Cloud, Jira Service Management, Zoho Desk and Re:amaze, plus Zendesk Messenger and Freshchat for live chat. For anything else with an API, see [Network Access](/apis-and-developer-resources/network-access.md).

</details>

<details>

<summary>Does eesel replace my helpdesk?</summary>

No. eesel works inside your existing helpdesk, so its replies, notes, tags and assignments land on the ticket itself, with no separate inbox for your team to watch.

</details>

<details>

<summary>Can eesel draft helpdesk replies instead of sending them?</summary>

Yes. Every helpdesk has an action that leaves a draft or an internal note for a person to check and send, listed in the table above.

</details>


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.eesel.ai/integrations/helpdesks.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `build a script that syncs our docs to a CMS` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.