LiveChat integration: Manage emails and chats in one application

Aneta Szotek
3 min read
updated: Nov 8, 2019

Combine emails with real-time chat support

Connect LiveChat with HelpDesk to get a powerful customer service platform. Handle all your chats, emails, and ticket form messages in one place.

With this integration, HelpDesk is embedded in the LiveChat app. That means you don’t need to switch between your chat software and help desk system. You can manage your entire communication with customers in one application.

LiveChat and HelpDesk are based on the same design system so that they work together like one app. You can use similar features for chats and tickets.

If you don’t have a LiveChat account yet, you can create it at www.livechat.com.

How to add HelpDesk integration to LiveChat

You can use the shortcuts with recommended marketplace apps on the main dashboard as soon as you enter LiveChat. You’ll surely find HelpDesk among them. You can also go to LiveChat Marketplace, choose HelpDesk, and click on the “Install” button.

A shortcut to HelpDesk in the LiveChat marketplace.

Installing HelpDesk in the LiveChat marketplace.

After installing and connecting your HelpDesk account, you can continue your work in the app.

If you’ve created a new Helpdesk account, you need to set up forwarding so that all your messages go to HelpDesk.

Forwarding instructions in the LiveChat marketplace.

Go through our quick product onboarding so that you can properly set up your new account.

Forwarding instructions for different email providers in the LiveChat marketplace.

And that’s it! From now on, you can access HelpDesk tickets in your LiveChat app.

View of the main HelpDesk dashboard embedded in the LiveChat menu.

By default, the integration lets you create tickets when you chat.

Create a ticket directly from the chat in LiveChat.

To use the integration to the fullest, forward ticket form messages and emails from your customers to HelpDesk. These two steps are optional but necessary to turn LiveChat and HelpDesk into a multichannel customer support platform.

Possible integration issues

There can be potential setbacks when integrating LiveChat and HelpDesk if:

  1. Accounts are created with different email addresses or when different people had created both accounts (there are different organization owners). When the HelpDesk account was created by a different organization owner than the LiveChat account, they cannot be integrated properly.

Solution:

Contact our support heroes at support@helpdesk.com. Ask them to change the organization owner of the new HelpDesk account to the same organization owner as LiveChat in order to unify them.

  1. When the organization owner of both HelpDesk and LiveChat accounts is the same but operates more than one HelpDesk account. In this situation, it can be challenging to integrate the HelpDesk account with LiveChat properly. As a result, you can encounter an error or accidentally create a new but unwanted HelpDesk account.

Solution:

Contact our support heroes at support@helpdesk.com. They’ll guide you through the whole integration process and set the same organization owner in both products.

How to forward LiveChat’s ticket form messages to HelpDesk

With this setup, you’ll see all ticket form messages from your customers in the HelpDesk tab.

In the LiveChat app, go to Settings > Chat survey & forms > Ticket form. In the “Send ticket form messages:” section, choose “HelpDesk.” Save changes.

Forwarding LiveChat’s ticket form messages to HelpDesk.

The setup is ready. Your ticket form messages will be sent directly to HelpDesk.

How to set up forwarding from your current email provider to HelpDesk

You can also forward emails from your current email address to HelpDesk.

Set up forwarding for the most popular email providers with these step-by-step guides. If you want to forward the email directly from your server, or you use a different email provider, contact our 24/7 support team on chat and let us help you with the setup.

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