HelpDeskEddy¶

Quick Start¶

Get your agents up and running in three steps.

Step 1 — Create a Agent in Cavuer¶

1. Sign up at console.cavuer.com

2. Create an agent. Click the "Create Agent" button in the top right corner, set a name, and choose a language model.

   

3. Add a channel to the created agent by clicking Add Channel and select HelpDeskEddy.

   

4. Fill in the fields:

   Field	Format	Example
   Subdomain name	login.helpdeskeddy.com	mycompany.helpdeskeddy.com
   Your API key	email:api-key	service@company.com:f5a9adcb-26fa-...

   Where to find the API key

   Go to Contacts in HelpDeskEddy → select the employee. The API key is visible only to the main Administrator (employee with id 1).

   

   The agent will respond on behalf of the specified employee. We recommend creating a dedicated employee account for the agent.

5. Go to channel Settings → switch the status from Off to On → Save

Step 2 — Set Up the Webhook in HelpDeskEddy¶

Create a rule to forward incoming messages to Cavuer.

Go to Management → Dispatcher → Add Rule. Specify the required and optional conditions (ticket source, department, etc.).

Webhook URL:

https://api.cavuer.com/webhooks/helpdeskeddy

Webhook Body:

{
  "text": "{answer_last}",
  "name": "{last_answer_author}",
  "source": "{ticket_source}",
  "ticketId": "{ticket_id}",
  "date": "{last_post_date}",
  "type": "{meta_type}",
  "last_post_user_id": "{last_post_user_id}",
  "files": "{last_answer_attachments_links}"
}

Token format:

CAV-GE5***************_service@company.com:f5a9adcb-26fa-**********

Step 3 — Test the Agent¶

Send a message through the connected communication channels.

Done! The agent will now respond to incoming messages in the connected channels.

Additional Configuration¶

Configure the Agent in Cavuer¶

Customize the agent behavior at console.cavuer.com:

Full parameter reference: Agent and channel setup

Knowledge Base Setup¶

The Knowledge Base is the agent's source of information. There are two ways to populate it:

1. Uploading individual articles. Go to the Knowledge Base section → click "Upload Data" → on the "File" or "Text" tab, enter a title and add the content (.pdf, .docx, .txt files or plain text).

2. Creating collections. Click "Collections" → "Add Collection" and choose a source type: Website, Yandex Wiki, or Confluence. Cavuer will automatically crawl and index the pages.

Then, in the agent settings under Knowledge Base, click "Link Data", select the required articles or collections, and save your changes. For more details, see Knowledge Base.

Ticket Assignment to the Agent¶

Add a rule in HelpDeskEddy to assign tickets to the agent. Go to Management → Dispatcher → Add Rule.

Transfer Tickets to a Human Operator¶

Set up the ability to transfer tickets to an operator when needed.

1. Add a Button¶

Go to Management → Ticket Fields → Add Field Group (e.g. Cavuer), then Add Field:

2. Create Transfer Rules¶

Rule "Transfer Assignee (1)" — triggered when the button is pressed (this rule is needed so that when an operator is requested and the previously created button is automatically pressed, the assignee changes to "Unassigned" and a label is added to the ticket for further distribution to available operators):

• Required condition: Changes in ticket
• Optional condition: Button click Transfer Assignee
• Action: Assignee → Unassigned, add label distribute

Rule "Transfer Assignee (2)" — distributes the ticket to an available operator (in this rule, the ticket that needs to be transferred to an operator has the status "Unassigned" with the label "Distribute", and it will be assigned to an available employee based on communication channel and workload):

• Required condition: Changes in ticket
• Optional condition: Ticket labels → contains → distribute
• Action: Assign to an available employee (based on channel and workload)

3. Enable the Transfer Function in Agent Settings in Cavuer¶

Go to the Cavuer dashboard → Agent Settings → Manage Tools → Change Eddy Ticket Owner → Connect (specify the button ID)

Learn more about connecting functions in this article

Auto-Close Tickets¶

Add a rule to automatically close tickets. If the last response was from the agent, the rule will close the ticket after the specified time, for example 5 minutes (according to HelpDeskEddy documentation, this rule triggers within a 1–20 minute window, so actual closure time may range from 5 to 25 minutes).

Webhook URL: https://api.cavuer.com/webhooks/helpdeskeddy

Webhook Body:

{
  "text": "{answer_last}",
  "name": "{last_answer_author}",
  "source": "{ticket_source}",
  "ticketId": "{ticket_id}",
  "date": "{last_post_date}",
  "type": "{meta_type}",
  "last_post_user_id": "{last_post_user_id}",
  "files": "{last_answer_attachments_links}",
  "scheduled": "yes"
}

Use the same token format as in Step 2.

Enable the Close Function in Agent Settings in Cavuer

Go to the Cavuer dashboard → Agent Settings → Manage Tools → Close Eddy Ticket → Connect

Learn more about connecting functions in this article

Recommendations¶

Hide the Added Button from the Interface¶

Copy the button ID and add CSS in Global Settings → Appearance → Advanced Settings → CSS Stylesheet:

/* Hide Cavuer custom field */
#ticket-app .ticket-fields__custom-field-2 { display: none; }