> ## Documentation Index
> Fetch the complete documentation index at: https://docs.remark.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbox Automation

> Configure when the Remark Agent handles helpdesk tickets and what happens when a shopper needs a human.

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.

<Tabs>
  <Tab title="Freshdesk" icon="https://mintcdn.com/remark-be9bb6da/i7DVhWOKhfYOAJHH/logo/integrations/freshdesk.svg?fit=max&auto=format&n=i7DVhWOKhfYOAJHH&q=85&s=4dffc7a2e84aae4b7d0c5063ed765a13" width="24" height="24" data-path="logo/integrations/freshdesk.svg">
    ### Connect Freshdesk

    1. Open **Settings > Integrations** in the Remark dashboard.
    2. Select **Freshdesk**.
    3. Enter your **Freshdesk domain**, such as `your-company.freshdesk.com`.
    4. Enter the **API key** from your Freshdesk profile settings.
    5. 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.
  </Tab>

  <Tab title="Gladly" icon="https://mintcdn.com/remark-be9bb6da/i7DVhWOKhfYOAJHH/logo/integrations/gladly.svg?fit=max&auto=format&n=i7DVhWOKhfYOAJHH&q=85&s=e6c09d20f2654516e0d77b0724d73a02" width="24" height="24" data-path="logo/integrations/gladly.svg">
    ### Connect Gladly

    1. Open **Settings > Integrations** in the Remark dashboard.
    2. Select **Gladly**.
    3. Enter your **Gladly domain**, such as `your-company.gladly.com`.
    4. Enter the **Gladly email** for the agent used for API authentication.
    5. Enter an **API token** generated under that agent's settings in Gladly.
    6. 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.

    1. Turn on **Conversation sync**.
    2. Enter the **ChatRocket organization ID** that customer conversations originate from.
    3. Enter the **ChatRocket app ID** that starts conversations in Gladly.
    4. 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.
  </Tab>

  <Tab title="Gorgias" icon="https://mintcdn.com/remark-be9bb6da/i7DVhWOKhfYOAJHH/logo/integrations/gorgias.svg?fit=max&auto=format&n=i7DVhWOKhfYOAJHH&q=85&s=8b09615c5f510ecf20f9a8e9123864f7" width="24" height="24" data-path="logo/integrations/gorgias.svg">
    ### Connect Gorgias

    1. Open **Settings > Integrations** in the Remark dashboard.
    2. Select **Gorgias**.
    3. Enter your **Gorgias domain**, such as `your-company.gorgias.com`.
    4. Enter the **Gorgias email** you use to sign in.
    5. Enter the **API key** from the REST API section of your Gorgias settings.
    6. 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.
  </Tab>

  <Tab title="Kustomer" icon="https://mintcdn.com/remark-be9bb6da/i7DVhWOKhfYOAJHH/logo/integrations/kustomer.svg?fit=max&auto=format&n=i7DVhWOKhfYOAJHH&q=85&s=199153588c41f67ae06c25bfd7c11a50" width="24" height="24" data-path="logo/integrations/kustomer.svg">
    ### Connect Kustomer

    1. Open **Settings > Integrations** in the Remark dashboard.
    2. Select **Kustomer**.
    3. Enter your **Kustomer domain**, such as `your-company.kustomerapp.com`.
    4. Enter the **API key** from your Kustomer API Keys settings.
    5. If you use Kustomer outbound webhooks, enter the optional **Webhook secret** from **Settings > Platform > Outbound Webhooks > Edit > Header Information**.
    6. 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.
  </Tab>

  <Tab title="Zendesk" icon="https://mintcdn.com/remark-be9bb6da/i7DVhWOKhfYOAJHH/logo/integrations/zendesk.svg?fit=max&auto=format&n=i7DVhWOKhfYOAJHH&q=85&s=c6068173ca0692c42ff3ed05c2b864ef" width="24" height="24" data-path="logo/integrations/zendesk.svg">
    ### Connect Zendesk

    1. Open **Settings > Integrations** in the Remark dashboard.
    2. Select **Zendesk**.
    3. Enter your **Zendesk domain**, such as `your-company.zendesk.com`.
    4. Enter the **Zendesk email** you use to sign in.
    5. Enter the **API key** from the REST API section of your Zendesk settings.
    6. 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.
  </Tab>
</Tabs>

## Open automation settings

1. Open **Settings > Integrations** in the Remark dashboard.
2. Find your connected helpdesk integration.
3. Select **Inbox automation**.
4. Turn on **Inbox automation**.
5. Configure when the agent should pick up tickets.
6. Configure what the agent should do when escalating to a human.
7. 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 or assignment rules.                        |
| All tickets               | Let the agent pick up every eligible ticket from that integration.                       |

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**
* **Assigned to**

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.

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:

| 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, 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

<Note>
  Need help setting up Inbox Automation? Contact `support@remark.ai`.
</Note>