Helpdesk integrations#
Structured claims in the tools your team already uses
When a customer submits a Resolve claim, Karla opens a fully populated ticket in your helpdesk — photos, affected items, order context, and resolution preference included. No copy-pasting, no JSON dumps.
Two ways to connect#
Native integrations
Connect Zendesk, Gorgias, and other supported helpdesks directly in the Karla portal. Karla authenticates with your instance and creates tickets with the right fields, attachments, and customer threading.
Webhooks
Use Karla webhooks to push claim events to any helpdesk, workflow tool, or middleware. You receive the same structured payload described in Data processing and map it to tickets yourself — or let a connector like Zapier or Make handle the translation.
Use a native integration when Karla supports your helpdesk out of the box — setup takes a few minutes in the portal and ticket formatting is handled for you. Use webhooks when you run a custom stack, need a non-standard ticket shape, or want to fan out the same claim to multiple destinations.
Prerequisites#
Before connecting a helpdesk, make sure:
- Your shop is connected to Karla — Resolve needs order, shipment, and customer context. See Shop connection.
- Resolve is enabled on your Karla package. Contact your account manager if you do not see Resolve settings in the portal.
- You understand the claim payload — what fields Karla sends when a customer submits. See Data processing and Claim events.
Supported helpdesks#
| Helpdesk | Native integration | Setup guide |
|---|---|---|
| Zendesk | Yes | Zendesk → |
| Gorgias | Yes | Gorgias → |
| Other | Via webhooks | Webhooks → |
Karla maps each Resolve flow (defective, return, not received, etc.) to the right ticket type and attaches evidence automatically. For routing rules, auto-refunds, and custom transformations beyond ticket creation, see Integration and automation.
What Karla sends to your helpdesk#
Regardless of integration type, your team receives a ticket built from the same structured claim:
- Issue type and reason — which Resolve flow the customer entered and the specific reason they selected.
- Affected items — SKUs, titles, quantities.
- Customer preference — refund, replacement, or the options you exposed.
- Evidence — photos, signatures, free-text descriptions.
- Order context — order number, shipment phase, carrier, delivery address.
For the full payload shape, see Data processing.
Where to next#
- Zendesk — self-service setup with API token authentication.
- Gorgias — self-service setup with API key authentication and optional Help Center embed.
- Webhooks — connect any helpdesk via claim event webhooks.
- Integration and automation — automated refunds, conditional routing, and custom outputs.
- Integrate in your shop — embed Resolve on your storefront.