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

# Helpdesk integrations

> Connect your helpdesk to create support tickets from app reviews

AppReply can automatically create support tickets in your helpdesk when reviews match your escalation rules. Instead of manually copying negative reviews into your support system, escalation handles it for you.

## How it works

When a review matches an escalation rule (for example, all 1-star reviews mentioning "crash"), AppReply creates a ticket or conversation in your connected helpdesk. The ticket includes the review text, rating, app name, and a link back to the review in AppReply.

Escalation rules are configured as part of your [auto-reply actions](/auto-replies/actions). You define which reviews should be escalated and to which helpdesk provider.

## Supported providers

<CardGroup cols={2}>
  <Card title="Zendesk" icon="headset" href="/integrations/helpdesk/zendesk">
    Create Zendesk tickets from app reviews. Requires a Zendesk subdomain and OAuth credentials.
  </Card>

  <Card title="Intercom" icon="headset" href="/integrations/helpdesk/intercom">
    Create Intercom conversations from app reviews. Requires OAuth credentials and a default requester email.
  </Card>
</CardGroup>

## Connection method

All helpdesk integrations connect through OAuth via [Nango](https://www.nango.dev/), a third-party integration platform. This means your helpdesk credentials are never stored directly in AppReply. Nango handles token management and refresh.

## Setting up escalation rules

After connecting your helpdesk, configure escalation rules in your auto-reply actions to start routing reviews. See [Escalation rules](/auto-replies/escalation) for details on setting conditions like rating thresholds, keywords, and cooldown periods.

<Note>
  Helpdesk integrations require an active paid subscription.
</Note>