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Build apps for the HelpDesk ticketing system

Weronika Masternak, Feb 7, 2023


Build Apps for HelpDesk in the Developer Console

Until now, you've only had the opportunity to create integrations for LiveChat and more than 36,000 companies around the world have been using it. But now you can get creative when it comes to developing apps, as a new product — HelpDeskhas joined the Marketplace and is now open to your ideas. Take advantage of the untapped potential that is hidden in this ticketing software system.

Ability to build apps for HelpDesk using the Developer Console.

✉️ A few words about the HelpDesk ticketing software

HelpDesk is an online ticketing system suitable for both small and enterprise businesses. It provides easy-to-use features and an intuitive user interface that are designed to simplify the efforts of customer support teams.

HelpDesk allows users to manage all messages from recipients, from emails, website forms, social media, chats turned into tickets, and other customized communication channels on one clear dashboard.

HelpDesk ticketing system main dashboard.

HelpDesk users can take advantage of different priorities and statuses, descriptive tags, easy ticket assignments, private messages, or informative custom fields to outline and resolve customer cases with greater precision.

Ticket details in HelpDesk.

Also, users can boost their team productivity and save support agents time by delegating the most repetitive and labor-intensive tasks to automation or using pre-saved canned responses.

Automation in HelpDesk.

HelpDesk is a simple yet powerful ticketing solution available in one transparent pricing plan with all essential features.

The information you've just read is just the basics you need to know to understand the tool and get your project started. If you need more details, take a look at the HelpDesk website.

🏗️ Create a marketplace app for HelpDesk

Use the Developer Console to come up with integrations for HelpDesk and publish them on the HelpDesk Marketplace. You can connect HelpDesk to external tools or services, extend the HelpDesk user interface, automate various support or communication tasks, configure helpful features, or create custom actions for users. The possibilities are endless!

To give you a head start, let's recap the four main customer needs areas that all HelpDesk features focus on:

  1. Single source of truth on communications
  2. Trusted teamwork on tickets
  3. Automation of daily processes
  4. Powerful and seamless integrations

Keep them in mind when creating an app for HelpDesk, and success (and your app monetization) is a given!

To make sure that your newly developed app is of high quality, it must pass one or both types of app review:

  1. Basic app review. A mandatory and free check of any public or private app that is done before the launch on the Marketplace.
  2. Premium app review. A one-time paid app review, through which our experts will advise you on what can be improved in your app to make it more appealing to users and ultimately bring you more revenue.

So, whenever you're ready, let's go through our step-by-step guide and build a highly desirable app for HelpDesk.

Browse guide

💡 Ideas for a marketplace app for HelpDesk

Let's face it: all excellent apps start with an empty project in your Developer Console. With a few sips of your favorite beverage, you can start using Building Blocks and write your first line of code. In the best-case scenario, you know exactly what you want to develop, and your goal is in sight. But other times, you don't know where to begin, and you just wander around. Worry not! We've got you covered.

Since the first step is always the hardest, HelpDesk's multidisciplinary team has collected some app ideas based on data and customer feedback, so you can quickly jumpstart your development process. Take a look at the sample apps you can build.

📅 Integration with Google Calendar
Event: Creating a meeting in Google Calendar based on the conversation and adding information to the ticket details. Sending such an invitation in the form of a ticket response.
Building Block: HelpDesk Widgets
HelpDesk API: Tickets
Placement in HelpDesk: ticket details
Behavior: Adding a link to the actual meeting directly in the conversation with the recipient.

🗣️ Integration with Slack
Event: Connecting to the instant messaging program — Slack — by setting up specific webhooks. Creating HelpDesk tickets straight from Slack messages.
Building Block: HelpDesk Widgets
HelpDesk API: Webhooks and Tickets
Placement in HelpDesk: app settings/full screen
Behavior: Adding an external tool for having conversations with teammates and managers.

🗣 Integration with Messenger
Event: Connecting to the instant messaging program — Messenger — by setting up specific webhooks. Creating HelpDesk tickets straight from Messenger messages.
Building Block: HelpDesk Widgets
HelpDesk API: Webhooks and Tickets
Placement in HelpDesk: app settings/full screen
Behavior: Adding a new communication channel for conversations with teammates, managers, and external recipients.

🗣 Integration with WhatsApp
Event: Connecting to the instant messaging program — WhatsApp — by setting up specific webhooks. Creating HelpDesk tickets straight from WhatsApp messages.
Building Block: HelpDesk Widgets
HelpDesk API: Webhooks and Tickets
Placement in HelpDesk: app settings/full screen
Behavior: Adding a new communication channel for conversations with teammates, managers, and external recipients.

🕸️ Integration with WordPress
Event: Creating a contact form for WordPress and linking it to HelpDesk.
Building Block: HelpDesk Widgets
HelpDesk API: Tickets
Placement in HelpDesk: app settings/full screen
Behavior: Allowing website visitors to submit a contact form that will result in a HelpDesk ticket.

💵 Integration with payment service
Event: Connecting to payment services, such as Paypal/Google Pay/Apple Pay/Stripe.
Building Block: HelpDesk Widgets
HelpDesk API: Tickets
Placement in HelpDesk: ticket details
Behavior: Allowing users to create a custom payment in the ticket details and send it as a link to the recipient in the communication feed.

🛍️ Integration with CRM/ecommerce platform
Event: Checking existing tickets in the CRM using HelpDesk-SDK and allowing editing of data directly in the ticket details. Building Block: HelpDesk Widgets
HelpDesk API: Webhooks and Tickets
Placement in HelpDesk: ticket details/app settings/full screen
Behavior: Exchanging information between HelpDesk and the selected CRM about the recipient and their needs discovered during the relationship-building process.

As you can see, the most desirable integrations improve communication with the recipient and the team, enhance support actions, and allow for proper work organization. We hope you find these ideas helpful and that they'll evolve with your ownership.

Remember to join our community for developers on Discord. Here you can find more inspiration, ask the community members for guidance, and exchange knowledge.

Start building your app

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