Tickets & Service Desk
Common questions about ticket management, routing, watchers, and desk configuration
Can historical tickets from Help Scout or Zendesk be imported into Harmony?
Yes. Historical tickets can be imported with a status of Closed, fully mapped to the corresponding employees. This is a one-time migration, not an ongoing integration.
Import process
Export your ticket data. Use your platform's built-in export (CSV or Excel) if available. If not, Harmony can create a one-time OAuth2 export script using your platform's API.
Provide API credentials. Create an OAuth2 app in your ticketing platform and share the client ID and secret with the Harmony team. Help Scout authentication instructions are available here.
Data mapping. Harmony maps the exported data to the appropriate employees.
Staged loading. A single ticket is loaded first for review before the full history is imported.
Access control. Imported tickets are loaded onto the relevant desk and access can be restricted to specific agent groups and admins.
How do I receive notifications for tickets created through the portal?
Route portal ticket notifications to a dedicated Slack channel:
Go to Settings > Desks > IT > Notifications.
Select your desired Slack channel as the notification destination.
You will receive a notification in that channel whenever a new ticket is created through the portal.
What happens when a support agent is tagged in an internal note on a ticket from a different desk?
Notifications
The tagged agent will receive:
An in-app notification within the Harmony UI
An email notification
Viewing the note
The tagged agent can view the internal note by navigating directly to the ticket. It will be visible in the ticket's activity thread.
Cross-desk access
To access a ticket from another desk, the tagged agent needs at least view permissions on that desk. Agents with full platform permissions can also respond to tickets outside their own desk.
If a ticket is routed to the wrong desk, does manually moving it improve future routing?
Manually moving the ticket does not train the agent directly. To improve routing accuracy going forward, update the desk description to be more specific.
Add the application name and relevant use cases (such as SSO access or login issues) explicitly to the desk description. This helps the agent distinguish between desks and route similar requests correctly.
Can individual tickets be exported as a PDF?
Harmony currently supports bulk ticket export, but this does not include comments or attachments.
Single-ticket PDF export with comments and attachments is not yet available. Submit a feature request through your account team to have it considered for a future release.
Who can add Watchers to a ticket?
Only agents with access to a ticket can add Watchers. To add a Watcher, type @name within the ticket.
Eligible Watchers:
Agents and end users already provisioned in the system
Non-agent users (they are granted access to that specific ticket when added)
Not supported: External email addresses (e.g., personal Gmail accounts) cannot be added as Watchers.
Can a reporter add watchers to a ticket?
Reporters can notify others by tagging them in a comment using @name. Be aware of the following limitations:
Watchers added via mentions may not be able to access the ticket through the portal.
Comments added outside the portal (e.g., via a connected messaging integration) may not be visible to watchers in the portal.
A dedicated "add watchers at creation time" option is not currently available in the portal submission form.
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