HelpDesk
Customers ask about open tickets and support status. Your AI agent checks HelpDesk in real time, retrieves ticket details, identifies the right support team, and routes complex issues intelligently. Common questions get answered instantly. Your support agents handle the cases that actually need human judgment.
Your AI agent taps into HelpDesk's ticketing system to check statuses, identify contacts, and surface the right information before your support team even opens the dashboard.
HelpDesk
Discover how support teams use AI agents alongside HelpDesk to deflect common tickets, personalize responses, and route complex issues to the right people.
A customer messages asking about the status of their refund request submitted three days ago. Your AI Agent searches HelpDesk tickets, matches the customer's email, retrieves the ticket with its current status and last agent comment, and shares the update. The customer gets their answer in seconds. Your support team never has to open the ticket just to relay a status.
Someone contacts support about a product issue. Before responding, your AI Agent searches HelpDesk contacts by the customer's email, discovers they are a verified enterprise client with three previous tickets, and tailors the response to their account tier. The customer feels recognized immediately. Your support team sees enriched context without asking the customer to repeat their history.
A customer describes a complex technical issue involving API integration errors. Your AI Agent identifies the technical nature of the request, retrieves the team list from HelpDesk, and flags the conversation for the engineering support team with a summary of the issue. The right team gets the ticket from the start. No bouncing between departments, no frustrated customer.
HelpDesk
FAQs
The agent uses HelpDesk's List Tickets endpoint with cursor-based pagination, sorting by creation date. It can then match tickets to the customer's email through the contact lookup. Each ticket includes status, assignee, creation time, and the latest messages, giving the agent full context to update the customer.
Yes. The agent uses the List Contacts endpoint with email, phone, or company ID filters. It retrieves the contact's verification state, associated company, and ticket history. This allows the agent to personalize responses based on the customer's profile without asking them to identify themselves again.
HelpDesk uses Basic Auth with a Personal Access Token. You generate a PAT from the Developers Console under Tools, then base64-encode it with your Account ID in the username:token format. Enter this encoded token in your Tars dashboard. You can revoke the PAT at any time from the HelpDesk console.
No. Tars queries HelpDesk's API in real time during each conversation. Ticket details, contact records, and team assignments are fetched live and used only to respond to the current request. No support data is cached or stored in Tars systems between sessions.
Yes. The agent retrieves all canned responses through the List Canned Responses endpoint. When a customer asks a frequently asked question, the agent matches it to the most relevant pre-approved response and delivers it. This ensures brand-consistent answers without manual agent involvement.
HelpDesk's LiveChat integration creates tickets from chat conversations, but a human agent still answers. With Tars, the AI agent resolves common queries autonomously by pulling data from HelpDesk in real time. It works across WhatsApp, SMS, and web, and connects to your other tools like Slack, CRM, or billing systems simultaneously.
Yes. The agent retrieves the full team list from HelpDesk's List Teams endpoint, each with their name, description, and settings. Based on the customer's issue type, the agent identifies the appropriate team and can flag the conversation for escalation to that specific group.
The agent gracefully hands off to a human. It compiles the full conversation context, the customer's HelpDesk contact record, any matching ticket history, and a summary of the issue. This information can be pushed to your support team via notification or ticket creation so they start with complete context rather than a blank slate.
Don't limit your AI Agent to basic conversations. Watch how to configure and add powerful tools making your agent smarter and more functional.
Privacy & Security
At Tars, we take privacy and security very seriously. We are compliant with GDPR, ISO, SOC 2, and HIPAA.
Email - sales@hellotars.com
.png)
%201.png)
%201.png)
