Ticket training
Train your AI chatbot on the support tickets your team already solved
intoCHAT reads solved Zendesk and Freshdesk tickets, removes personal data, and saves each one as a question with the answer your team gave. Intercom Help Center articles come in as sources too, and both stay in sync on their own.
Visitor: The app says "sync failed" every time I connect my calendar. What can I do?
Agent: That usually happens when calendar access was granted to a different account. Disconnect the calendar under Settings, sign out of your calendar provider in the same browser, then connect again and approve access with the account you want to use.
Visitor: That worked, thanks!
Agent: Glad it's fixed. If it happens again after a password change, the same steps will sort it out.
Your best answers are buried in old tickets
Your help center covers the questions you expected. Your ticket history covers the ones customers actually asked, answered by people who know the product: the odd shipping exception, the setting that fixes a common error, the polite no. A chatbot trained only on your website never sees any of it. Copying tickets into a knowledge base by hand is slow, and pasting them in as they are would put customers' names and email addresses into your agent's knowledge.
Why train your agent on tickets
Years of answers from your team, cleaned up and kept current without manual copying.
Real questions, real answers
Each solved ticket becomes a question, made of the subject and the customer's first message, and an answer, made of the public replies your team sent.
Personal data removed first
Email addresses, phone numbers, card, order and account numbers, IBANs, and names after a greeting or in a sign-off are replaced before anything is saved or sent to the AI.
Works in five languages
The labels and phrases the filter looks for are recognised in English, German, French, Spanish and Italian, such as Bestellnummer, commande, pedido and ordine.
Long threads condensed
With the option on, a long conversation is rewritten by AI into one clean question and the answer your team gave. Short tickets are never sent to the AI.
Stays up to date
Sync daily or weekly, or click Sync now. Changed tickets are retrained, new Intercom articles are added and unpublished ones are removed.
How to train your agent on tickets
Connect your helpdesk
On the Setup tab, connect Zendesk or Freshdesk under Helpdesk tickets, the same connection that opens tickets for hand-offs. Importing only reads tickets and never changes anything in your helpdesk.
Choose what to import
On the Knowledge tab, pick tickets solved in the last 30, 90 or 365 days, choose whether to condense long conversations with AI, and set automatic sync to daily or weekly.
Preview, then import
Click Preview to see how many solved tickets were found and up to three of them exactly as they will be saved. Then click Import tickets: the import runs on intoCHAT's servers and trains new tickets as they arrive.
Add your Intercom articles
Paste an Intercom access token, choose the United States, Europe or Australia region, and import all published articles or a single collection.
What is imported, and what is left out
Solved and closed tickets only
Tickets with the status Solved or Closed in Zendesk, or Resolved or Closed in Freshdesk, from the last 30, 90 or 365 days.
Internal notes are never imported
Zendesk comments that aren't public and all Freshdesk notes and private replies are skipped, and so are tickets without a public reply from your team.
Quoted emails cut off
Earlier messages quoted in a reply, such as "On … wrote:" and lines starting with ">", are removed so each answer reads cleanly.
Plan caps per agent
Up to 200 tickets on Starter, 1,000 on Pro and 5,000 on Enterprise. Ticket text also counts toward the agent's character limit.
Intercom Help Center articles
Each published article becomes its own source, with headings, paragraphs and lists kept. Up to 2,500 articles per import or sync; only the character limit applies.
Tickets rank below your website
A ticket is a past answer to one customer, so it ranks below your website when sources disagree. Intercom articles are trusted like your own documents.
Syncs that never delete
A sync adds and updates tickets but never deletes them. At your plan's cap, new tickets stop being added while imported ones are still updated.
Clear roles
Owners, admins and editors can preview, import, sync and remove imports. Connecting a helpdesk or Intercom is for the owner and admins.
Frequently asked questions
Can I train a chatbot on Zendesk tickets?
Yes. Connect Zendesk on the agent's Setup tab, then import solved and closed tickets from the Helpdesk tickets card on the Knowledge tab. Each ticket becomes a question and the public answer your team gave, with personal data removed. Freshdesk works the same way. Ticket import is included from the Starter plan.
Which helpdesks are supported?
Ticket import works with Zendesk and Freshdesk. HubSpot, Gorgias and Help Scout can be connected to open tickets on hand-off, but their tickets can't be imported. From Intercom, intoCHAT imports published Help Center articles, not conversations.
How is personal data removed from tickets?
Before a ticket is saved or sent to the AI, intoCHAT replaces email addresses, phone numbers, card-like numbers, order and account numbers, IBANs, other long numbers, names after a greeting, in a sign-off or after "My name is", and tokens in links such as password reset links. Dates, prices and ordinary links stay. It is a filter, not a guarantee: names elsewhere in a message and street addresses aren't detected. Check the preview and a few imported tickets.
Is my ticket data sent to an AI?
Only long conversations, and only when the condensing option is on. A ticket of more than about 3,000 characters, or with more than three replies from your team, is sent to OpenAI after personal data is removed, and the result is checked for personal data again before it is saved. Short tickets are never sent to the AI, and with the option off no ticket is.
How many tickets can I import?
Up to 200 per agent on Starter, 1,000 on Pro and 5,000 on Enterprise. Free doesn't include ticket import. At the limit, imports and syncs stop adding tickets, and tickets already imported are still updated and stay after a downgrade. Intercom articles have no cap of their own; like tickets, they count toward the agent's character limit.
Will visitors see links to my tickets?
No. Ticket sources have no address, so they never appear as source links under a reply. Intercom articles aren't shown as source links either; only website pages are.
What happens when a ticket changes in my helpdesk?
With automatic sync on, intoCHAT checks daily or weekly for tickets solved since the last sync. A ticket already imported is read again only if it changed, and retrained when its text did. A sync never deletes tickets; to start over, remove the import and import again.
Put your ticket history to work
Create your agent free and train it on your website, then add the tickets your team has already solved on Starter or above.
Create your agent freeFree plan, no credit card needed.