Inbox Automation lets the Remark Agent handle eligible tickets from supported helpdesk integrations. Use it to decide which tickets the agent should pick up, how it should respond, and what should happen when the conversation needs a human.
Inbox Automation is configured from each supported helpdesk integration in the Remark dashboard.
Set up your helpdesk
Select your helpdesk for its connection requirements and platform-specific settings.
Freshdesk
Gladly
Gorgias
Kustomer
Zendesk
Connect Freshdesk
- Open Settings > Integrations in the Remark dashboard.
- Select Freshdesk.
- Enter your Freshdesk domain, such as
your-company.freshdesk.com.
- Enter the API key from your Freshdesk profile settings.
- Connect the integration.
Freshdesk settings
Freshdesk supports Reassign to user, Reassign to group, Add tags, and Remove tags when the agent escalates a ticket.Freshdesk routes tickets through groups, so Add to queue is not available. Conversation Sync is not available for Freshdesk.Connect Gladly
- Open Settings > Integrations in the Remark dashboard.
- Select Gladly.
- Enter your Gladly domain, such as
your-company.gladly.com.
- Enter the Gladly email for the agent used for API authentication.
- Enter an API token generated under that agent’s settings in Gladly.
- Connect the integration.
After connecting, you can choose the Gladly inbox used when the Remark Agent creates a ticket and set how many days until that ticket is due.Gladly settings
In the Gladly automation settings:
- Choose the Remark agent that the Remark Agent uses to post and assign conversations. This field is required when Inbox Automation or Conversation Sync is enabled.
- Use Inboxes to select where Inbox Automation runs. If no inboxes are selected, all Gladly inboxes are considered.
- Select an optional Playground inbox for conversations created while testing.
Gladly calls tags topics. Its escalation actions are Reassign to agent, Add topics, Remove topics, and Add to inbox. Gladly does not support Reassign to group.Conversation Sync
Conversation Sync surfaces Remark conversations in Gladly so your team can see their history and take over after an escalation.
- Turn on Conversation sync.
- Enter the ChatRocket organization ID that customer conversations originate from.
- Enter the ChatRocket app ID that starts conversations in Gladly.
- Configure the Gladly actions that should run when a synced conversation is escalated.
Both ChatRocket IDs are required. Contact Remark support if you do not know which values to use.Connect Gorgias
- Open Settings > Integrations in the Remark dashboard.
- Select Gorgias.
- Enter your Gorgias domain, such as
your-company.gorgias.com.
- Enter the Gorgias email you use to sign in.
- Enter the API key from the REST API section of your Gorgias settings.
- Connect the integration.
After connecting, use Include chat transcripts in tickets to choose whether tickets created from Remark conversations include the full transcript.Gorgias settings
Use Reply-from address to select the Gorgias email address used for replies from the Remark Agent. If you leave it empty, replies are sent from the address that originally received the ticket.Gorgias supports Reassign to user, Reassign to group, Add tags, and Remove tags when the agent escalates a ticket. Gorgias routes through teams, which appear as groups in Remark, so Add to queue is not available.Conversation Sync
Turn on Conversation sync to surface Remark conversations in Gorgias. When Sync only after escalation is on, conversations stay in Remark unless they are escalated to a human.Conversation Sync and Inbox Automation have separate escalation actions. Configure both sections when you use both features.Connect Kustomer
- Open Settings > Integrations in the Remark dashboard.
- Select Kustomer.
- Enter your Kustomer domain, such as
your-company.kustomerapp.com.
- Enter the API key from your Kustomer API Keys settings.
- If you use Kustomer outbound webhooks, enter the optional Webhook secret from Settings > Platform > Outbound Webhooks > Edit > Header Information.
- Connect the integration.
Kustomer settings
In the Kustomer automation settings:
- Choose the Remark agent. Conversations assigned to this Kustomer user can be handled by the Remark Agent.
- Enter the Reply-from address used for email replies from the Remark Agent.
Kustomer supports Reassign to user, Reassign to group, Add tags, Remove tags, and Add to queue when the agent escalates a conversation.Conversation Sync
Turn on Conversation sync to surface Remark conversations in Kustomer. When Sync only after escalation is on, conversations stay in Remark unless they are escalated to a human.Conversation Sync and Inbox Automation have separate escalation actions. Configure both sections when you use both features.Connect Zendesk
- Open Settings > Integrations in the Remark dashboard.
- Select Zendesk.
- Enter your Zendesk domain, such as
your-company.zendesk.com.
- Enter the Zendesk email you use to sign in.
- Enter the API key from the REST API section of your Zendesk settings.
- Connect the integration.
Zendesk settings
Zendesk supports Reassign to user, Reassign to group, Add tags, and Remove tags when the agent escalates a ticket.Zendesk routes tickets through groups, so Add to queue is not available. Conversation Sync is not available for Zendesk.Open automation settings
- Open Settings > Integrations in the Remark dashboard.
- Find your connected helpdesk integration.
- Select Inbox automation.
- Turn on Inbox automation.
- Configure when the agent should pick up tickets.
- Configure what the agent should do when escalating to a human.
- Save your changes.
Once an integration is set up for Inbox Automation, its channel can also be tested in Playground.
When the agent should pick up tickets
The When AI should pick up tickets section controls which tickets the Remark Agent should automatically handle.
Start with the narrowest mode that matches your support process. You can expand automation after you confirm the agent is handling the right tickets.
Ticket criteria
When you choose Tickets matching criteria, define rules for the tickets the agent should handle.
Criteria can use:
Rules can match values with:
Rule groups can use Any of or All of logic. Use Any of when a ticket can match one of several acceptable conditions. Use All of when every condition must be true.
For example, a team might use criteria to pick up tickets tagged with a specific support category, or tickets assigned to a queue or user reserved for Remark.
Escalation actions
The When escalating to a human section controls what the agent does when it needs to hand the conversation to a person.
When escalation happens, the agent takes all configured escalation actions.
Available action types can include:
Available actions depend on the helpdesk platform. For example, some platforms do not have queues or groups, so those actions may not appear.
Conversation Sync
Conversation Sync is separate from Inbox Automation. Inbox Automation controls when the agent picks up external tickets. Conversation Sync controls whether Remark conversations are mirrored into a connected helpdesk platform.
Conversation Sync is available for Gladly, Gorgias, and Kustomer. Use the helpdesk selector above for the settings available on each platform.
Test and review
Use Playground to test Inbox Automation before relying on it for live tickets. For ticket-channel tests, provide a realistic subject and shopper message so the agent sees the same context it would receive from the helpdesk platform.
After live tickets are handled, use Inbox to review:
- Which tickets the agent picked up
- Which intents were detected
- Which actions ran
- Whether escalation actions succeeded
- Whether a human joined or took over
Need help setting up Inbox Automation? Contact support@remark.ai.
