Help Desk
The Help Desk section of the admin console lists the help desks connected to your account. Each one is an instance: a single connection between one help desk and Flexivity AI, with its own status, classification, brands and sync. You can manage several instances from one account.
Everything about how the AI behaves with your customers is on AI Configuration, what the AI knows is on Knowledge Sources, and knowledge-base gaps are on the Knowledge Builder. The Help Desk section is about the connection itself, and the ticket data that comes through it.
For the details of each help desk’s instance page, see:
One ticketing system per account
The first instance you connect decides which ticketing system your account uses. Every instance after it must use the same one, so an account is never split across two systems.
To switch to a different ticketing system, delete your existing instances first. Once the last one is gone, the choice is open again. This is deliberate: attributes, rules and knowledge are set up per system, and an account running two at once was found to break classification silently.
A help desk can also only be connected to one Flexivity account. If you try to connect one that another account already uses, the connection is refused and you are asked to sign in to that account instead.
The Help Desk list
The Help Desk page shows one card per instance. Each card shows:
- Name, and for Zendesk, the Zendesk label and your subdomain
- Status, as a coloured label (see below)
- Connection: for osTicket, whether the Plugin (and, for a self-hosted install, the Agent) is connected; for Zendesk, whether the App is connected, and its version
- Heartbeat: when the instance last checked in
Click a card to open the instance’s page. Add Instance starts the setup wizard for a new one; see Connecting Your Help Desk.
Instance statuses
| Status | Meaning |
|---|---|
| Active | Connected and checking in on schedule. This is the normal state. |
| Pending | Created, but not connected yet. Finish Connecting Your Help Desk. |
| Pending activation | Connected from the Zendesk Marketplace, waiting for sign-up to finish. |
| Disconnected | Was connected, but has stopped checking in, or was disconnected on purpose. |
| Degraded | Zendesk only: Zendesk refused Flexivity’s access. Often clears by itself; otherwise reconnect. |
| Suspended | Deactivated from the instance page. Nothing is processed until it is reactivated. |
| Error | A configuration problem stops normal operation. The instance page says what it is and how to fix it. |
What causes each state, and what to do about it, differs by help desk; each help desk’s page covers its own. See also Troubleshooting.