# Helpdesk integrations

Source: https://gokarla.io/docs/guides/resolve/integrations/overview

# Helpdesk integrations

<DocHero
  icon="Headset"
  eyebrow="Resolve → Helpdesk"
  title="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.
</DocHero>

## Two ways to connect

<FeatureGrid>
  <FeatureCard icon="Plug" title="Native integrations">
    Connect Zendesk, Gorgias, and other supported helpdesks directly in the
    [Karla portal](https://portal.gokarla.io). Karla authenticates with your
    instance and creates tickets with the right fields, attachments, and
    customer threading.
  </FeatureCard>
  <FeatureCard icon="Webhook" title="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](../data-processing) and map it to tickets yourself — or let a
    connector like Zapier or Make handle the translation.
  </FeatureCard>
</FeatureGrid>

:::tip Which path should I pick?
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](../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](../data-processing) and
  [Claim events](/docs/platform/events/claims).

## Supported helpdesks

| Helpdesk | Native integration | Setup guide              |
| -------- | ------------------ | ------------------------ |
| Zendesk  | Yes                | [Zendesk →](./zendesk)   |
| Gorgias  | Yes                | [Gorgias →](./gorgias)   |
| Other    | Via webhooks       | [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](../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](../data-processing).

## Where to next

- [Zendesk](./zendesk) — self-service setup with API token authentication.
- [Gorgias](./gorgias) — self-service setup with API key authentication and
  optional Help Center embed.
- [Webhooks](./webhooks) — connect any helpdesk via claim event webhooks.
- [Integration and automation](../integration-and-automation) — automated
  refunds, conditional routing, and custom outputs.
- [Integrate in your shop](../integrate-in-your-shop) — embed Resolve on your
  storefront.