Helpdesk Integrations
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      Helpdesk Integrations Overview

      Last Updated: July 29, 2024

      ReturnGO enables you to integrate with your helpdesk system to automatically sync your returns, enabling your customer service team to have access to all relevant RMA information that customers might reach out about.

      What is a Helpdesk Integration?

      Helpdesk integrations connect your customer service platform with ReturnGO. These integrations enable you to automate ticket creation, provide real-time updates on Return Merchandise Authorizations (RMA), and enable your support team to manage customer queries efficiently. This is particularly useful for eCommerce businesses handling a high volume of return requests.

      Popular helpdesk platforms include Zendesk, Gorgias, Freshdesk, Trengo, and Re:amaze.

      Requirements 

      To integrate your helpdesk system with ReturnGO, you will need:

      • Access credentials (such as API key, username, API password).
      • An active account on the helpdesk platform.

      Functionality

      Helpdesk integrations for ReturnGO provide several key functionalities:

      1. Automatic Ticket Creation: Automatically generate support tickets for each RMA, for pending RMAs, or when an error occurs.
      2. Real-Time Updates: Update the support ticket with RMA information in real time.

      Note: The exact functionality supported by each helpdesk integration will vary depending on the specific integration.

      How to Configure the Helpdesk Integration

      To configure a helpdesk integration:

      1. Go to Settings > Integrations > Products & Services.
      2. Click on ADD PRODUCT OR SERVICE.

       3. Select your helpdesk provider from the drop-down list.

      4. Click the green checkmark.

      5. Enter the required credentials.

      6. Click CONNECT.

      Helpdesk Integrations 3-png

      7. If your integration supports further customization, you'll see drop-down options specifying when the helpdesk should be updated.

      Troubleshooting

      If you encounter difficulties during the integration process, several basic troubleshooting steps may help resolve the issue:

      1. Verify API credentials for accuracy and ensure there are no extra spaces.
      2. Use live or production API credentials instead of development or test credentials.
      3. Regenerate the API key and reconnect.
      4. Refer to helpdesk-specific support articles or contact their support teams.

      For detailed instructions on specific helpdesk integrations, refer to the individual articles.