# Route requests to your helpdesk

> Send a request category to the helpdesk your team already works in: Jira Service Management, Linear, Zendesk or Freshservice. Public replies there come back to the person who asked.

Audience: Administrators

Kind: How-to guide

Canonical: https://shuffl.ai/docs/helpdesk-routing

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## How routing works

Each request category goes to the Shuffl inbox or to a queue in a connected helpdesk. A routed request becomes one ticket there, with what the person shared, who asked and the category.

Your public reply on the ticket reaches the person in Slack or by email. Internal notes stay with your team. Their replies land on the ticket as internal notes.

Resolving the ticket resolves the request; reopening it reopens the request.

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## Connect a helpdesk

1. Open Request settings from the foot of the Inbox. Under Helpdesks, choose your helpdesk.

2. Paste what it asks for, as the steps in the dialog describe, and choose Connect. Shuffl checks the token before saving it.

3. Copy the webhook address and secret into the helpdesk, as its section below describes. Without a webhook, Shuffl reads open tickets once a day.

4. Under Where requests go, pick a queue for each category you want there.

- [Open Request settings](https://shuffl.ai/app/requests/settings)

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## Sensitive categories

Sensitive categories, such as complaints or medical leave, stay in Shuffl until you confirm. Choosing a queue for one asks you to tick that everyone with access to that queue can read them, then Send to helpdesk.

Keep in Shuffl drops the change. Sending a category back to the Shuffl inbox affects new requests only.

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## Jira Service Management

Use an agent’s Atlassian API token, with your site and their email. Each request type of each service desk is a queue.

In Jira settings, open System, then WebHooks, and create one with the address and secret, for issue updates and comments. Reply to customer reaches the person; Add internal note does not.

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## Linear

Use a personal API key from Settings, then Security & access. Each team is a queue, and a request becomes an issue.

Linear has no public replies, so only a comment that starts with Reply: reaches the person. Every other comment stays with your team.

Add a webhook for Issues and Comments with the address. Linear shows a signing secret: choose Add signing secret in Shuffl and paste it with your API key.

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## Zendesk

Use an agent’s API token from Admin Center, then Apps and integrations, then APIs, with your subdomain and their email. Each group is a queue.

Add a webhook with the address, API key authentication, the X-Shuffl-Token header and the secret, and a trigger on ticket updates that sends the request body shown. A public reply reaches the person; an internal note does not.

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## Freshservice

Use an agent’s API key from their profile settings, with your domain. Each group is a queue, and the person is the ticket’s requester, so they need a work email in Shuffl.

Add a workflow that triggers a webhook on ticket updates, with the address, the X-Shuffl-Token header and the secret, and the request body shown. A public reply reaches the person; a private note does not.

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## A routed request

On a routed request, HR sees where it went, such as In Zendesk · People Ops (HR-501), with Open ticket. The person who asked never sees where it went.

Answer on the ticket. If a ticket couldn’t be opened, the request stays in the Shuffl inbox and its responders hear about it as usual.

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## Reconnect or disconnect

If the helpdesk refuses the token, the connection shows Reconnect needed and new requests stay in the Shuffl inbox. Choose Reconnect and paste a new token; the webhook keeps working.

Disconnect sends every routed category back to the Shuffl inbox. Open tickets stay in the helpdesk and stop syncing.

## Related guides

- [Share a request with HR](https://shuffl.ai/docs/hr-requests)

- [Answer HR requests as a responder](https://shuffl.ai/docs/answer-hr-requests)

- [Webhooks](https://shuffl.ai/docs/webhooks)

Agent documentation index: https://shuffl.ai/llms.txt