Inbox Automation

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. Connecting a helpdesk does not turn on automatic replies. Configure the provider settings and pickup rules below, then enable Inbox automation. You need permission to edit integrations in Remark, included in the Integrations & products permission group.

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, from your account URL. Do not use a custom support-portal domain.
Sign in to Freshdesk as the admin agent you want Remark to use. Open your profile picture > Profile Settings and copy the API key into Remark.
Connect the integration.

Your Freshdesk plan must include API access. Remark needs admin permissions to read and create ticket fields and set up webhook automations.

Freshdesk settings

Remark uses the agent who owns the API key as its Freshdesk identity. For Only when assigned, route tickets to that agent. Use a dedicated account so assigning a ticket to a human does not also assign it to Remark.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 from your workspace URL, such as your-company.gladly.com. If you have a sandbox, its domain ends with .gladly.qa.
Enter the Gladly email for the agent used for API authentication.
Have a Gladly administrator grant that account API User access while keeping its Agent role. Sign in as that user and open Settings > App Developer Tools > API tokens > Create Token. Copy the API token into Remark.
Connect the integration.

The email, token, and domain must belong to the same Gladly environment. A sandbox token does not work in production.After connecting, use Inbox to choose the Gladly inbox used when the Remark Agent creates a ticket, and Due in to set how many days until that ticket is due. The default is 3 days.

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.

Search public answers

After connecting Gladly, you can add Search Gladly answers to an intent to search your public answers. It does not search internal answers. Specify a language when needed, or leave it unset to use the brand’s default language. Connecting Gladly alone does not add the action to your intents.

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.
In Gorgias, open Settings > REST API. Use the hostname from the Base API URL as your Gorgias domain, such as your-company.gorgias.com, without /api.
Enter the API username shown there as your Gorgias email.
As a Gorgias admin, select Create API key and copy the API key into Remark.
Connect the integration.

The API key acts with its owner’s permissions. Remark also uses that user as its Gorgias identity. For Only when assigned, route tickets to that user. Use a dedicated account rather than one a human uses for support.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.Use Gorgias integrations to choose which Gorgias integrations route tickets to this brand. If none are selected, tickets from every channel are considered.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 from your workspace URL, such as your-company.kustomerapp.com.
Have a Kustomer admin create an API key in Settings > Security > API Keys. Copy it into API key in Remark.
Enter the Webhook secret (optional) from Settings > Platform > Outbound Webhooks > Edit > Header Information if you have configured outbound webhooks.
Connect the integration.

Choose API key roles for the operations you enable using Kustomer’s permission reference. The connection check reads customers. Passing it does not verify permission to send replies or apply escalation actions.The webhook secret is optional for connecting, but required for Inbox Automation. Have a Kustomer admin configure outbound webhooks for Conversation Create, Conversation Update, Message Create, and Message Update. Get the destination URL from Remark support, then copy that webhook’s secret into Remark. The API key is not the webhook secret.

Kustomer settings

In the Kustomer automation settings:

Choose the Remark agent, a Kustomer user rather than a team. For Only when assigned, route conversations to this user.
Enter the Reply-from address used for email replies from the Remark Agent. Both this address and Remark agent are required for Inbox Automation setup.
Select the Email app for email drafts. Leave it blank to use the Kustomer default.
Choose the Conversation URL field, the Kustomer custom attribute where Remark writes the conversation URL.
Set AI response delay (seconds) to delay each AI reply after a customer message, from 0 to 3600 seconds. Leave it blank for the default of 30 seconds, or enter 0 for no delay.

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

Turn on Conversation sync to surface Remark conversations in Zendesk. When Sync only after escalation is on, conversations stay in Remark unless they are escalated to a human. Use Conversation URL field to choose the Zendesk ticket field that receives the Remark conversation URL.Conversation Sync and Inbox Automation have separate escalation actions. Configure both sections when you use both features.

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.

Pickup mode	Use it for
Only when assigned	Use existing helpdesk routing to assign tickets to Remark before the agent handles them.
Tickets matching criteria	Let the agent pick up tickets that match tag, assignment, or medium rules.
All tickets	Let the agent pick up every eligible ticket from that integration as it is created.

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:

Tag added (Topic added in Gladly)
Assigned to
Medium: Chat, Email, SMS, Phone, or Social

Rules can match values with:

is any of…
is none of…

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. Remark checks the rules when a ticket is created and when its tags, medium, or assignee change. The agent doesn’t pick up a ticket that is already assigned to another agent. For example, a team might use criteria to pick up tickets tagged with a specific support category, or tickets assigned to a 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 unassigns itself and runs every configured escalation action. If one action fails, the others still run. The conversation shows Escalated when every action succeeds and Unable to escalate when any action fails. Available action types can include:

Action	What it does
Reassign to user	Assigns the ticket to a specific user or agent.
Reassign to group	Assigns the ticket to a specific group.
Add tags	Adds one or more tags to the ticket.
Remove tags	Removes one or more tags from the ticket.
Add to queue	Adds the ticket to a queue.

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, Kustomer, and Zendesk. Use the helpdesk selector above for the settings available on each platform. Use Rollout percentage to choose the share of chats Remark starts syncing, from 0 to 100. Remark keeps syncing chats already linked to the integration.

Test and review

Use Playground to test Inbox Automation before relying on it for live tickets. Ticket-channel tests require a Subject. 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, labeled Conversations in the dashboard, 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.

Getting Started

Guides

Dashboard

API

Integrations

Set up your helpdesk

Connect Freshdesk

Freshdesk settings

Connect Gladly

Gladly settings

Search public answers

Conversation Sync

Connect Gorgias

Gorgias settings

Conversation Sync

Connect Kustomer

Kustomer settings

Conversation Sync

Connect Zendesk

Zendesk settings

Conversation Sync

Open automation settings

When the agent should pick up tickets

Ticket criteria

Escalation actions

Conversation Sync

Test and review

​Set up your helpdesk

​Connect Freshdesk

​Freshdesk settings

​Connect Gladly

​Gladly settings

​Search public answers

​Conversation Sync

​Connect Gorgias

​Gorgias settings

​Conversation Sync

​Connect Kustomer

​Kustomer settings

​Conversation Sync

​Connect Zendesk

​Zendesk settings

​Conversation Sync

​Open automation settings

​When the agent should pick up tickets

​Ticket criteria

​Escalation actions

​Conversation Sync

​Test and review

Set up your helpdesk

Connect Freshdesk

Freshdesk settings

Connect Gladly

Gladly settings

Search public answers

Conversation Sync

Connect Gorgias

Gorgias settings

Conversation Sync

Connect Kustomer

Kustomer settings

Conversation Sync

Connect Zendesk

Zendesk settings

Conversation Sync

Open automation settings

When the agent should pick up tickets

Ticket criteria

Escalation actions

Conversation Sync

Test and review