Introduction
Support Integrations connect your helpdesk platform with Rep AI, creating a powerful support ecosystem that combines AI efficiency with human expertise. By connecting your support tools, you'll reduce ticket volume, provide faster customer service, and create seamless transitions between AI and human agents.
Key Benefits
Create seamless handoffs between your AI assistant and support team
Maintain conversation context when transitioning to human agents
Import knowledge base articles to train your AI with your support content
Track support metrics to measure AI impact on your customer service
How to Connect Your Support Platform
Navigate to Integrations
Go to Settings → Integrations in your Rep AI Console
Select the "Support" tab
Select Your Platform
Find your helpdesk platform card
Click "Connect" to begin
Authenticate Your Account
For OAuth platforms you'll be redirected to authorize Rep AI
For API key platforms enter your API key and domain as needed
How Support Integration Works
Ticket Creation
When a customer asks to contact support or needs assistance beyond what the AI can provide:
The AI collects necessary information (email, issue details)
A support ticket is automatically created in your helpdesk system
The ticket includes the customer's contact information and conversation history
The customer receives confirmation that their request has been submitted
Live Chat Transition
If an agent responds to the ticket while the customer is still active:
The conversation automatically transitions to live chat mode
The customer is notified they're now speaking with a human agent
All messages are synchronized between your helpdesk and the customer chat
When the agent completes the conversation, the AI assistant resumes control
Knowledge Base Synchronization
Keep your AI assistant aligned with your support documentation:
Import help center articles automatically: When you connect platforms like Zendesk, Freshdesk, or Help Scout, Rep AI can automatically import articles from their integrated help centers
Leverage your existing support content: No need to duplicate work—your AI will learn directly from the knowledge base you've already built in your support platform
See import status at a glance: The integration page shows when your articles were last imported, so you always know if your AI is working with current information
Daily synchronization: Your AI stays up-to-date as new articles are published or existing ones are updated in your help center
This seamless knowledge integration means your AI assistant will provide answers that align perfectly with your official support documentation, reducing inconsistencies and ensuring customers receive accurate information regardless of whether they interact with your AI or search your help center directly.
Troubleshooting
Connection Issues
Verify you've entered the correct API key or credentials
Ensure your account has appropriate permissions
Missing Knowledge Base Articles
Ensure articles are published and not in draft state
Allow up to 24 hours for large knowledge bases to fully process
Frequently Asked Questions
Q: How often are knowledge base articles synced?
A: Articles are automatically synced once every 24 hours.
Q: Will connecting Rep AI affect my existing helpdesk workflows?
A: No, Rep AI works alongside your existing workflows without disrupting them.
Q: How do my agents know when a conversation has been handed off from AI?
A: Tickets created by Rep AI include a clear indicator in the ticket notes showing it was initiated by the AI assistant, along with the full conversation history.