Which helpdesks are supported

Karas files tickets into your own helpdesk. Tell us which one you use on your setup call and we will tell you where it stands before you sign up.

We support a helpdesk once we have filed real tickets into it on a live account and confirmed the whole path end to end — not once we have read its API documentation. That verification happens on your account, with your credentials, as part of setup, which is also when you find out for certain rather than taking our word for it. See Connecting your helpdesk.

Adding a helpdesk we have not worked with before is a self-contained piece of work rather than a change to the rest of the system, so ask even if you expect the answer to be no.

Shopify Inbox

Deliberately not supported. Shopify Inbox has no public way for an outside system to open a conversation on your behalf, so there is nothing for us to file into.

If you run a Shopify store, the helpdesk to connect is Gorgias. It is what most Shopify stores run their support on, and it integrates with Shopify on your side rather than ours.

What "supported" requires of your account

Whichever helpdesk you use, two things have to be true:

A ticket can be created by API. Every supported helpdesk allows this; some require the credential to hold a particular permission or role.

An agent's reply can reach the customer by email. On some helpdesks this depends on an email integration being configured on your account. Without it, a ticket is created and your agent's reply goes nowhere the customer can see — which is worse than no handoff at all, so we check it during verification.

Asking for one that is not listed

Tell us which helpdesk you use and we will tell you honestly whether it can work. The two things that make a helpdesk hard are no ticket-creation API, and no way to look up a ticket we have already filed — the second is what protects you from a duplicate being filed into your queue when a request's outcome is uncertain.

Using no helpdesk at all

You can run Karas with handoff switched off entirely. Answers, citations, guardrails, feedback and branding all work without it. Visitors who need a person are directed to whatever contact route you already use, which you can put in the widget's footer note.