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Connect your help desk
Everything Overdesk does starts in your help desk. It reads your conversations there, learns from the answers your team has already written, and places each draft back on the conversation it belongs to. Connect Help Scout, Zendesk, Intercom or FreeScout: you only need one.
Before you start
You need to be an owner or admin of your Overdesk workspace. Each help desk asks for different credentials, and its page tells you exactly where to find them:
| Help desk | What you paste into Overdesk |
|---|---|
| Help Scout | The App ID and App Secret of a Help Scout app you create |
| Zendesk | Your subdomain, an admin email and an API token |
| Intercom | An access token from your Intercom developer app |
| FreeScout | Your FreeScout address, an API key and the agent account drafts appear as |
Connect
- Open Integrations in Overdesk, or use the first step of the setup wizard, Connect Platform.
- Choose your help desk.
- Follow the instructions on the form to create the credentials in your help desk, and paste them in.
- Choose Connect. In the setup wizard the button is Connect & continue.
Overdesk checks the credentials against your help desk before it saves anything, so a form that accepts them has proven they work. They are stored encrypted. If your help desk refuses them, the form shows the reason next to the fields, so you can correct what you typed without starting over.
What happens next
Sync past conversations brings your resolved conversations into the knowledge base, so drafts match how your team already answers. Its first run starts shortly after you finish setup, and after that it runs every night at 03:00 in your workspace timezone. Each run imports up to 2,000 conversations and the next one picks up where it stopped, so a long history arrives over a few days without anything slowing down.
How far back the first import reaches is set by Conversation history to sync, in the setup wizard or in Settings → Knowledge base. The choices run from 90 days to all history, and the wizard offers 1 year by default. If you skip the wizard, the first import reaches back 90 days unless you choose a window in Settings → Knowledge base first.
Saved replies and help-center articles come across too, on the help desks that have them. Help desks overview shows what each one brings.
Your help desk's page under Integrations has a Syncing section showing when each sync last ran. Admins can start one straight away with Sync now.
How many help desks you can connect
| Plan | Help desk connections |
|---|---|
| Trial | No limit |
| Assist | 1 |
| Pro | 2 |
| Scale | No limit |
With more than one help desk connected, read Allowed inboxes before you list inbox numbers.
Disconnecting
The Disconnect button on a help desk's page deletes the stored credentials and everything that help desk put into your knowledge base. Reconnecting indexes it again from scratch.
Next: Add your Anthropic API key.