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Help Desk#

Help Desk integrations in Formie let you automatically create support tickets from form submissions in platforms like Zendesk and Gorgias. This is ideal for contact, support, or issue-reporting forms that should route directly to your customer service team.

Formie uses Craft‘s Queue system to send data to third-party providers. When a submission is successful a job is added to the queue so that it can be processed asynchronously.

You can create Help Desk integrations by going to Formie → Settings → Help Desk. You can pick from a list of providers Formie supports, and provide details for connecting to their respective APIs. You can also create multiple Help Desk integrations, in case you need to connect to multiple, different providers.

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Supported Providers#

Formie integrates with the following providers:

• Freshdesk
• Front
• Gorgias
• Help Scout
• Intercom
• LiveChat
• Zendesk

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Freshdesk#

Follow the below steps to connect to the Freshdesk API.

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Step 1. Create the Integration#

1. Navigate to Formie → Settings → Help Desk.
2. Click the New Integration button.
3. Select Freshdesk as the Integration Provider.

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Step 2. Connect to the Freshdesk API#

1. Go to Freshdesk and login to your account.
2. Click on your profile dropdown on the top-right of the screen, and select Profile Settings.
3. Copy the API Key from Freshdesk and paste in the API Key field in Formie.

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Step 3. Test Connection#

1. Save this integration.
2. Click on the Refresh button in the right-hand sidebar.

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Step 4. Form Setting#

1. Go to the form you want to enable this integration on.
2. Click the Integrations tab.
3. In the left-hand sidebar, select the name you gave the integration.
4. Enable the integration and fill out all required fields.
5. Click Save to save the form.

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Front#

Follow the below steps to connect to the Front API.

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Step 1. Create the Integration#

1. Navigate to Formie → Settings → Help Desk.
2. Click the New Integration button.
3. Select Front as the Integration Provider.

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Step 2. Connect to the Front API#

1. Go to Front Developer Portal and log into your account.
2. Click Create App, and enter a name for your app (e.g. Formie).
3. Click OAuth tab, and the Enable OAuth button.
4. In the Redirect URLs field, enter the value from the Redirect URI field in Formie.
5. Copy the Client ID from Front and paste in the Client ID field in Formie.
6. Copy the Client Secret from Front and paste in the Client Secret field in Formie.

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Step 3. Test Connection#

1. Save this integration.
2. Click on the Connect button in the right-hand sidebar.

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Step 4. Form Settings#

1. Go to the form you want to enable this integration on.
2. Click the Integrations tab.
3. In the left-hand sidebar, select the name you gave the integration.
4. Enable the integration and fill out all required fields.
5. Click Save to save the form.

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Gorgias#

Follow the below steps to connect to the Gorgias API.

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Step 1. Create the Integration#

1. Navigate to Formie → Settings → Help Desk.
2. Click the New Integration button.
3. Select Gorgias as the Integration Provider.

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Step 2. Connect to the Gorgias API#

1. Go to Gorgias and login to your account.
2. Click on your profile dropdown on the top-right of the screen, and select Settings.
3. In the left-hand sidebar, click the Settings icon.
4. In the left-hand sidebar, click REST API.
5. Click the Create API Key button.
6. Copy the Base API URL from Gorgias and paste in the API URL field in Formie.
7. Copy the Username from Gorgias and paste in the Username field in Formie.
8. Copy the Password from Gorgias and paste in the API Key field in Formie.

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Step 3. Test Connection#

1. Save this integration.
2. Click on the Refresh button in the right-hand sidebar.

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Step 4. Form Setting#

1. Go to the form you want to enable this integration on.
2. Click the Integrations tab.
3. In the left-hand sidebar, select the name you gave the integration.
4. Enable the integration and fill out all required fields.
5. Click Save to save the form.

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Help Scout#

Follow the below steps to connect to the Help Scout API.

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Step 1. Create the Integration#

1. Navigate to Formie → Settings → Help Desk.
2. Click the New Integration button.
3. Select Help Scout as the Integration Provider.

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Step 2. Connect to the Help Scout API#

1. Go to Help Scout and log into your account.
2. Click on your profile dropdown on the top-right of the screen, and select Your Profile.
3. In the left-hand menu, click My Apps.
4. Click the Create My App button.
5. Provide an app name (e.g. Formie).
6. In the Redirection URL field, enter the value from the Redirect URI field in Formie.
7. Copy the App ID from Help Scout and paste in the Client ID field in Formie.
8. Copy the App Secret from Help Scout and paste in the Client Secret field in Formie.

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Step 3. Test Connection#

1. Save this integration.
2. Click on the Connect button in the right-hand sidebar.

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Step 4. Form Settings#

1. Go to the form you want to enable this integration on.
2. Click the Integrations tab.
3. In the left-hand sidebar, select the name you gave the integration.
4. Enable the integration and fill out all required fields.
5. Click Save to save the form.

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Intercom#

Follow the below steps to connect to the Intercom API.

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Step 1. Create the Integration#

1. Navigate to Formie → Settings → Help Desk.
2. Click the New Integration button.
3. Select Intercom as the Integration Provider.

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Step 2. Connect to the Intercom API#

1. Go to Intercom and log into your account.
2. Visit your Intercom Developer Hub at https://app.intercom.com/a/apps/_/developer-hub.
3. Click New App, and provide an app name (e.g. Formie) and select your workspace.
4. Click the Edit button.
5. In the Redirect URLs field, enter the value from the Redirect URI field in Formie.
6. In the left-hand sidebar menu, go to Basic Information.
7. Copy the Client ID from Intercom and paste in the Client ID field in Formie.
8. Copy the Client Secret from Intercom and paste in the Client Secret field in Formie.

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Step 3. Test Connection#

1. Save this integration.
2. Click on the Connect button in the right-hand sidebar.

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Step 4. Form Settings#

1. Go to the form you want to enable this integration on.
2. Click the Integrations tab.
3. In the left-hand sidebar, select the name you gave the integration.
4. Enable the integration and fill out all required fields.
5. Click Save to save the form.

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LiveChat#

Follow the below steps to connect to the LiveChat API.

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Step 1. Create the Integration#

1. Navigate to Formie → Settings → Help Desk.
2. Click the New Integration button.
3. Select LiveChat as the Integration Provider.

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Step 2. Connect to the LiveChat API#

1. Go to LiveChat Developer Console and log in.
2. Navigate to Apps.
3. Click the Build App button, and fill out the app name and description.
4. Proceed to Configure a widget using the default settings.
5. Proceed to Configure Authorization.
6. In the Redirect URI whitelist field, enter the value from the Redirect URI field in Formie.
7. Copy the Client ID from LiveChat and paste in the Client ID field in Formie.
8. Copy the Client Secret from LiveChat and paste in the Client Secret field in Formie.
9. Set the required scopes (such as tickets.write and tickets.read).
10. Go to LiveChat.
11. Navigate to Settings → Chat Page.
12. Copy just the number in the URL from LiveChat and paste in the License ID field in Formie.

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Step 3. Test Connection#

1. Save this integration.
2. Click on the Connect button in the right-hand sidebar.

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Step 4. Form Settings#

1. Go to the form you want to enable this integration on.
2. Click the Integrations tab.
3. In the left-hand sidebar, select the name you gave the integration.
4. Enable the integration and fill out all required fields.
5. Click Save to save the form.

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Zendesk#

Follow the below steps to connect to the Zendesk API.

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Step 1. Create the Integration#

1. Navigate to Formie → Settings → Help Desk.
2. Click the New Integration button.
3. Select Zendesk as the Integration Provider.

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Step 2. Connect to the Zendesk API#

1. Go to Zendesk and log in to your account.
2. In the left-hand sidebar, click the Settings icon.
3. Click the Go to Admin Center link.
4. In the left-hand sidebar select Apps and Integrations → Zendesk API.
5. Ensure that Token Access is enabled.
6. Click the Add API Token button.
7. Copy the API Key from Zendesk and paste in the API Key field in Formie.
8. Enter the full domain (including https://) for your Zendesk account in the Domain field in Formie.
9. Enter your Zendesk login email (the same one used to generate the token) in the Username field in Formie.

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Step 3. Test Connection#

1. Save this integration.
2. Click on the Refresh button in the right-hand sidebar to verify the connection.

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Step 4. Form Settings#

1. Go to the form you want to enable this integration on.
2. Click the Integrations tab.
3. In the left-hand sidebar, select the name you gave the integration.
4. Enable the integration and fill out all required fields.
5. Click Save to save the form.