Skip to main content
When Gorgias, Front or Zendesk is connected, you can answer its tickets from Aide’s conversation view. Your reply goes to the customer through your helpdesk, posted as you, and your internal notes become notes on the ticket there.

​
Reply or add a note

In the composer, choose Reply or Internal note, write, and send.
  • Reply: the customer gets it through your helpdesk, the same way as if you’d replied there.
  • Internal note: it becomes an internal note on the ticket in your helpdesk. Only teammates see it.
  • Files: attach them as usual. Each helpdesk takes a limited size for all of a reply’s files together:
When your helpdesk syncs the reply back, Aide recognises it, so it doesn’t show twice.

​
Aide posts as you

Aide matches you to a helpdesk agent by your email address. If no agent in the helpdesk has your email, the reply isn’t sent and Aide says: “No Gorgias agent has your email address, so Aide can’t send this as you.” (or Front, or Zendesk). Reply in the helpdesk instead, or use the same address in both. A note you write in that case stays in Aide. Aide never posts your reply as someone else.

​
When a reply isn’t sent

  • An inbox Aide only shadows: public replies can’t be sent from Aide, and notes stay in Aide. Reply in your helpdesk, or take the inbox out of shadow in its settings.
  • A paused or disconnected helpdesk: the reply isn’t sent and Aide says the connection is paused or needs reconnecting. Notes stay in Aide.
  • The helpdesk refuses the reply: the message shows “Failed to send” with the reason.
To see the photos and files customers send on these tickets, see Photos and files in conversations.