Zendesk Chat: Forwarding chat transcripts to HelpDesk

Aneta Szotek
1 min read
updated: Oct 18, 2019

If you use Zendesk Chat to contact your customers in real time, you can easily store all the chat transcripts as tickets in HelpDesk. This way, you’ll have the entire conversation history with a customer in one place.

How to forward chat transcripts to HelpDesk

Open the HelpDesk app. Go to Settings > Mailboxes > Email forwarding. Copy your HelpDesk address.

HelpDesk forwarding address

Go to the Zendesk Chat dashboard. Click Settings > Account. Choose “Email piping”, and switch the toggle to “On”.

Zendesk settings - email piping

Enter your HelpDesk address, and click “Save changes”.

Setting up email piping in Zendesk

After completing these simple steps, you’ll see all your chat transcripts in HelpDesk.

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