LiveChat integration: Manage emails and chats in one application

Aneta Szotek
2 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 email system. You can manage your entire communication with customers in one application.

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

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

How to add HelpDesk integration to LiveChat

Go to LiveChat Marketplace. Choose HelpDesk, and click “Install”.

HelpDesk in LiveChat Marketplace

Once the app is installed, connect your HelpDesk account.

Set up HelpDesk in LiveChat

Log in, or create a new HelpDesk account.

Log in to HelpDesk

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

HelpDesk embedded in the LiveChat app

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

Create tickets from chats

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.

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.

Send 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 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.

Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.

RELATED ARTICLES

Migrate your data from other ticketing system to HelpDesk

Learn how you can migrate data from your previous ticketing system to HelpDesk and what can be migrated.

Read the article

Zendesk Chat: Forwarding chat transcripts to HelpDesk

Learn how to connect Zendesk Chat and HelpDesk tickets.

Read the article

Effortless customer support

Find out how to simplify your work with HelpDesk

14-day free trial Easy setup