Extensions

Additional Helpdesk Integration

Your AI product works inside one more helpdesk, reading and updating tickets where your support team already lives.

Support teams work from their helpdesk, and anything that happens outside it tends to get lost. This add-on connects the AI product you already run to one more helpdesk, such as Zendesk, Freshdesk, Intercom, Gorgias or Help Scout. Tickets and conversations are read and updated as agreed, so your team sees the full picture in the place they already work.

Reads and updates tickets in one more helpdesk
Follows an agreed list of what it reads and writes
Uses an API token created in your own helpdesk

$1,500 10–20 working days

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Two ticket spikes linked by a teal thread, AI conversations recorded as tickets in another helpdesk.

What it is

The Additional Helpdesk Integration connects an AI product you already run, or are buying now, to one more helpdesk, such as Zendesk, Freshdesk, Intercom, Gorgias, Help Scout or Jira Service Management. The product reads and updates tickets or conversations there as agreed. It is tested on ticket creation and updates with the parent product.

Why businesses buy it

When AI conversations happen in one place and tickets live in another, agents switch tabs, ask customers to repeat themselves and miss context. Connecting your AI product to the helpdesk your team actually uses keeps every interaction on the ticket. It suits businesses that run two helpdesks, have switched tools, or support different brands. The written scope sets out exactly what is read and written, how it is tested on real ticket flows, and that old ticket migration is excluded.

Problems this solves

Your AI product cannot see tickets in the helpdesk your team uses

The add-on connects your existing product to one more helpdesk, such as Zendesk, Freshdesk, Intercom, Gorgias, Help Scout or Jira Service Management. It reads and updates tickets there as agreed.

Agents copy AI conversations into tickets by hand

The product can create and update tickets or conversations in the connected helpdesk. Agents see the history in their usual queue without pasting it across.

Two support teams run separate helpdesks after a merger or expansion

Connecting the second helpdesk lets the same product serve both teams. It is tested on ticket creation and updates with the parent product before launch.

Scope card SKU UPM-A0011

Additional Helpdesk Integration

Everything this build includes, written down before you pay. Choose how you want it, own the code or license it yearly, then the delivery speed and any add-ons.

$1,500 one-time build price

What is included

Channel: As per the parent product
Integrations: As described in the add-on
Knowledge: As per the parent product
Workflows: Connects an existing product to one more helpdesk
Languages: As per the parent product
Testing: Tested together with the parent product
Revisions: 1 round
Handoff: Written handover report
Support: 14 days after launch

A good fit if

Your product works with one helpdesk, but another team or brand uses a different one.

You are switching helpdesks and the product must follow.

Agents copy AI conversation summaries into tickets by hand.

Someone has an agent or admin role in the helpdesk and can create API access.

Not the right fit if

You want incoming tickets sorted and assigned. AI Ticket Routing routes tickets to the right queue.

You want suggested replies for human agents inside the helpdesk. AI Support Copilot drafts replies and surfaces articles.

The second system is a CRM, not a helpdesk. The Additional CRM Integration connects it.

Your support tool is in-house with its own documented API. Custom API or Webhook Integration is the better match.

How it works

You choose the helpdesk. One per add-on, for example Zendesk, Freshdesk, Intercom, Gorgias, Help Scout, HubSpot Service Hub or Freshservice.
We agree what moves. Typically tickets, contacts or conversations, tags, and the summary the product writes.
Access is set up. Your admin issues an API token or app access with the agreed role.
Tickets are tested. We run the parent product's flows and check that tickets are created, updated and tagged correctly.
You review, ask for changes in one revision round, and receive the handoff note and written handover report.

What you provide within 72 hours

Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.

The order reference of the product being connected
Which helpdesk to add, and which ticket fields, tags and views matter
An API token or app access with an agent or admin role, shared securely in the way we agree at intake
Your ticket statuses and tagging rules
One person who approves the setup

The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.

Timeline

Start Helpdesk chosen, ticket fields and tags listed

Week 1 Read and write rules agreed

Week 2 Helpdesk connected and ticket flows built

Week 2 Ticket creation and updates tested with the parent product

Week 2 Your review and one revision round

Go-live Helpdesk connection live, walkthrough delivered

Delivery options, in working days (Monday to Friday) from completed intake. They can extend because of national or public holidays, technical issues outside our control (such as platform outages, third-party changes, account approvals or access delays), or natural disasters and other events beyond our control. If a delay happens, we tell you in writing with a new date.
Option	Delivery time	Price
Standard	10–20 working days	$1,500

What you receive at handover

Your existing product connected to one more helpdesk, reading and updating tickets as agreed
A test report covering ticket creation and updates with the parent product
Updated documentation and a handoff note
A short written walkthrough
14 days of support

Expected benefits and how to measure them

Can save agents from copying conversations between systems.
Helps the product serve teams on more than one helpdesk.

Tickets created or updated: Count tickets touched by the integration each week, from the helpdesk's activity log, after launch.
Agent handle time: Compare average handle time in the connected helpdesk for the month before and after launch.
Tickets missing history: Sample tickets each month and count any missing the earlier AI conversation.

Before you start: Note how conversations reach the second helpdesk today and how long agents spend copying them. Export a month of handle-time figures.

These are things to track, not promised results. Outcomes depend on your data, your team and your market.

Running costs

Your helpdesk subscription stays with the helpdesk vendor; check your plan includes API access. AI model usage remains in your own accounts. The integration is a single payment with no per-ticket charge from us.

Ask about running costs

Custom requirements

Migrating old tickets, help center articles in bulk, or custom ticket objects are outside this add-on. Add a note at checkout for a written Change Quote, sent. Larger or bespoke projects go through the Custom AI request form instead.

Request a custom version

Keep it running

The helpdesk connection is maintained under the parent product's maintenance, which grows in line with this add-on's price. New tags, views or status changes come out of its monthly change hours. That suits support teams that adjust workflows or add queues regularly.

Adds $75/mo to maintenance

Covered by the main product's maintenance, which grows by this amount.

How maintenance works

How this compares

	Do it yourself with a SaaS tool	Hire a custom agency	Upmark Labs
Price	A helpdesk app marketplace add-on bills monthly per agent	An agency quotes an integration	Ours is one fixed price, shown before you buy
What syncs	Fixed by the app	Agreed during the project	Ours is agreed with you before building
Testing	Left to you	Set per project	Ours tests ticket creation and updates with the parent product
Access	Granted to the app vendor	Depends on the contract	Ours uses an API token in your own helpdesk

Questions about this product

Which helpdesks can the integration add?

Common choices are Zendesk, Freshdesk, Intercom, Gorgias, Help Scout, HubSpot Service Hub, Salesforce Service Cloud, Jira Service Management and Freshservice. Each one needs a specific kind of access, such as an API key with an admin role or an OAuth app, which your admin creates during intake.

Will it create tickets for conversations the AI handled?

Yes, if that is what you agree. You can log every AI conversation as a ticket with a summary, or only create tickets for conversations that needed a person. You choose during intake, and the tests confirm the tickets appear with the right fields and tags.

Does it bring over our old tickets?

No. Historical ticket migration is outside the add-on. It connects the product so new activity flows into the helpdesk. If you need old tickets moved, note it at checkout and a written Change Quote follows, priced before any work starts.

Does the helpdesk add-on follow the product's delivery speed?

Yes. It is tested together with the product it connects, so it always matches that product's speed. Express and Rush are available on the product, each with a fixed price and date shown before you pay. To keep the date, have an admin create the API token in your helpdesk during intake, so testing can start on time.

Can the product read help center articles in the new helpdesk?

It can use the help center as a source if the parent product already answers from knowledge and the articles are in scope. Adding a large set of new sources is a separate job, which the Knowledge Base Expansion add-on covers for every channel.

Does our helpdesk plan need to change?

Possibly. Some helpdesk plans limit API access or apps. Check that your plan allows API access with the role the integration needs. We confirm the access works during intake, and we do not buy helpdesk subscriptions on your behalf. If an upgrade is needed, it is billed by the helpdesk vendor, not by us.