# Texa AI inside your helpdesk

Keep Zendesk, Freshdesk, Salesforce Service Cloud, Intercom, HubSpot or Zoho Desk, and let Texa AI answer there.


!!! note "Early access"
    These connections are built and tested against each helpdesk's documented API, but not yet with
    every vendor's live accounts. Talk to [info@texadesk.com](mailto:info@texadesk.com) before
    you connect a production helpdesk; we'll do the first run with you.

A company that already runs another helpdesk can keep it. Texa AI works inside it the way it works in
Texa Desk: the same procedures, knowledge, actions, kill switch and credits. It answers as its own
agent there, hands tickets to your groups with a note, and reports in Texa Desk.

Set it up in Texa Desk under **Texa AI → Agent and inboxes → Other helpdesks**. First add Texa AI
as a user of its own in your helpdesk (an agent such as `ai@yourcompany.com`), so its replies carry
its name.

## How it behaves

- **It starts in shadow mode:** for each customer message it posts a draft as an internal note, seen
  only by your team. When a person answers, the draft is scored against what they sent.
- **Live mode** answers customers on the share of new tickets you choose.
- **A person takes a ticket** by replying or assigning it to anyone else. Texa AI then says nothing
  to the customer.
- **Giving it back:** assign the ticket to the Texa AI user, or add the tag `texa-ai` (where the
  helpdesk has tags).
- **A handover** leaves an internal note with the summary and facts, unassigns the ticket, moves it
  to the mapped group with its priority, and tags it `ai-handover`.
- **The kill switch** hands every ticket to people at once, with a note saying Texa AI is paused.
- Webhooks are only a signal: Texa AI reads the ticket again through the helpdesk's API, so a forged
  or replayed webhook can cause at most a read.

## Per helpdesk

| Helpdesk | Sign-in | Changes reach Texa by | Hand over to |
|---|---|---|---|
| **Zendesk** | Zendesk's OAuth (an API token for a pilot) | webhooks Texa sets up, signed | groups |
| **Freshdesk** | the Texa AI agent's API key | two automation rules you add (the steps are shown), with a token | groups |
| **Salesforce Service Cloud** | your org's connected app (client credentials, JWT or web sign-in) | a check every 20 seconds, optionally an outbound message | a queue (required) |
| **Intercom** | Intercom's OAuth, or your workspace's own app | webhooks, signed | teams |
| **HubSpot** | HubSpot's OAuth (a private app's token for a pilot) | webhooks, signed | ticket pipeline stages |
| **Zoho Desk** | Zoho's OAuth, on your data centre | webhooks Texa sets up, with a secret address | departments |

One helpdesk account belongs to one Texa Desk account: connecting the same Zendesk subdomain or
Intercom workspace from a second account is refused.