HelpDeskEddy

Connect HelpDeskEddy as a channel: your AI Employee handles tickets as the first line and hands complex cases to a manager in the right department.

If you handle support through tickets, you don’t need to connect messengers separately: everything set up in HelpDeskEddy (WhatsApp, Telegram, live chat, email) reaches your AI Employee through a single connection. It handles tickets as the first line, and whatever needs a human, it hands to a manager and goes quiet.

What you need

• HelpDeskEddy administrator rights: only an administrator can access the API key and the Dispatcher section.
• Your system address, a domain like service.example.ru.
• A dedicated employee in HelpDeskEddy for the AI to work under. You’ll need their email and ID during setup.

Connection

1. Copy the API key in HelpDeskEddy

   Administration → Global Settings → System → API Key. The same key is also in the profile of the user the AI Employee will work under.

2. Create a channel in AI TEXTURA

   Open the AI Employee → Channel tab → Connect New → HelpDeskEddy and fill in the three access fields.

   

   Field	What to enter
   HelpDeskEddy Address	Your system’s domain, service.example.ru. You can paste it with https://; the extra part is removed automatically
   Administrator Email	The email of the HelpDeskEddy account the AI Employee works under
   API Key	The key from the first step

   Click Create. The channel appears on the Connected tab.

3. Configure how the AI Employee handles tickets

   Open the channel by clicking it on the Connected tab and go through the settings: mode, departments, handoff rules. Until you select departments, the AI Employee has nowhere to reply.

4. Go back to HelpDeskEddy and create a Dispatcher rule

   The rule is what makes HelpDeskEddy call AI TEXTURA on every new message. Open Administration → Dispatcher and create a rule.

   

   • Conditions: “New ticket” and “New reply in ticket.”
   • Actions → Send webhook: asynchronous mode, POST method, JSON format, No authorization.
   • Take the URL and request body from the HDE Dispatcher Setup block in the channel card: clicking a field copies it to the clipboard.

   The request body looks like this:

   {
     "ticket_id": "{ticket_id}",
     "post_id": "{last_post_id}"
   }
   

The webhook URL contains the channel’s secret key. Anyone who knows it can send messages to your AI Employee on behalf of customers. Don’t publish it.

Test it

Write to any channel set up in HelpDeskEddy, for example your website live chat. A ticket appears in HelpDeskEddy, your AI Employee replies in it, and the conversation shows up in AI TEXTURA Chats.

Handoff to a manager

The AI Employee handles the conversation as long as it’s the ticket’s assignee. As soon as a human manager becomes the assignee, the AI Employee goes quiet. It can hand off a ticket in two ways, and each is configured separately.

First-line handoff keeps the ticket in the same department: the AI Employee sets the Operator Needed status, and the HelpDeskEddy distribution rule then picks an available manager. Use this for questions a first-line operator can resolve.

Second-line handoff moves the ticket to a separate managers’ department, the one selected in the Escalation Department field.

In both cases, there’s a rule field next to the toggle: describe in your own words when the AI Employee should hand the ticket to a human, for example “if the customer complains about rude staff, reports a billing error, or asks for a manager.” If you leave it empty, the default rule set applies.

Turn off Second-Line Handoff if this channel only needs auto-replies, for example when the AI Employee responds to reviews.

Channel settings

The defaults don’t suit every support team, so go through the settings right away.

Setting	What it does
Chats / Reviews	Channel mode: handle conversations in tickets or respond to reviews
Departments for AI	Which departments the AI Employee replies in. Until you select at least one, it stays silent
Communication Channels for AI	Which communication channels it replies in: API, live chat, messengers. Empty means all
Operator Needed Status	The status the AI Employee sets on first-line handoff. Set up your HelpDeskEddy distribution rule to trigger on it
AI Account ID	The ID of the HelpDeskEddy employee whose API key the AI uses
First-Line Manager ID	The ticket goes to this specific manager. This field is for testing: leave it empty so the distribution rule applies
Auto-Close Ticket	The AI Employee closes the ticket once the issue is resolved
Request Type and Tags	The AI Employee sets the type and tags before closing or handing off. Works only in Chats mode
Message Buffer	The AI Employee waits for the Buffer Time (10 seconds by default) before replying, since customers often split one thought into several messages
History Auto-Cleanup	Deletes the conversation on a schedule, permanently

What’s next

Planfix

The other ticket system: replies as comments in tasks

Persona

Where to describe what the AI Employee handles itself and what it hands to a human

Notifications

A Telegram alert when a ticket needs a manager

Channels

All the ways to connect customers to your AI Employee