Replies and notes you write in Aide on a Gorgias, Front or Zendesk ticket now go to that helpdesk, with their files, and show there under your own name. Before, they were saved in Aide only.
How it behaves
- You reply on a helpdesk ticket: the customer gets it through your helpdesk, the same way as if you'd replied there, and it's posted as you.
- You add a note: it becomes an internal note on the ticket in your helpdesk.
- Files: attach them as usual. Limits are 25 MB on Front, 50 MB on Zendesk and 10 MB on Gorgias, for all of a reply's files together.
- Aide can't find you in the helpdesk: Aide matches you to a helpdesk agent by email. If none has your email, the reply isn't sent and Aide tells you why.
- An inbox Aide only shadows: public replies can't be sent from Aide, and notes stay in Aide.
- A disconnected or paused helpdesk: the reply isn't sent and Aide says so.
- The helpdesk refuses a reply: the message shows as failed, with the reason.
- No duplicates: when the helpdesk syncs your reply back, Aide recognises it and doesn't show it twice.
For developers
/v1conversations gaincanReply(allowed,reason,message) andreplyFiles(allowed,maxBytes,reason), saying whether a reply, and files on it, can be sent now.
Previous: Replies and drafts find the right help-center articles in long email threads