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Helpdesk teams

Payment tickets solved before agents look.

Connect Zendesk, any helpdesk or your inbox. Payment requests are resolved in the thread; an agent’s reply always takes over.

Request early accessRead the guide

Zendesk ticket #18320

Customer: Where is my refund for #4821?

Chargeless: Your refund of €29.00 was issued on 16 Oct.

Agent replied · automation stepped back

Illustrative example, not real data

Works inside the helpdesk you already use.

Connect with OAuth. Only tickets with your trigger tag come in, replies go back to the same thread, and agent comments mean takeover.

  • OAuth, no API tokens
  • Scoped by trigger tag
  • One Zendesk ticket per handoff
↪

Refund asked 45 days after purchase

Outside the 30-day refund window

High

Transcript · 6 messages

Reply due in 2 h
With your team
Illustrative example, not real data

Your support inbox, handled the same way.

Forward up to ten support addresses. Replies thread into their ticket, and identity is proven by a link to the address on file.

  • Threaded by message IDs
  • Identity by email link
  • Auto-replies and loops ignored

From: [email protected]

Re: Your request [#1182]

Thanks! Could you also cancel my plan?

↳ Threaded into ticket #1182

✓ Identity proven by email link

Illustrative example, not real data

A signed connector for every other helpdesk.

Post signed ticket events in; receive signed replies and status changes back. Events are deduplicated and capped hourly.

  • Signed events both ways
  • HMAC-SHA256 signatures
  • Seven-day secret overlap
# Your helpdesk → Chargeless
POST /webhooks/helpdesk/{tenant}/{connector}
X-SupportRoute-Timestamp: 1761210000
X-SupportRoute-Signature: v1=c0a1…7b2e
{ "kind": "ticket.created", "ticket": { "external_id": "48211" }, … }

# Chargeless → your write-back URL
POST https://yourhelpdesk.example/chargeless
{ "type": "helpdesk.reply", "ticket": { "external_id": "48211" }, … }
Illustrative example, not real data

Tagged to resolved, in the same thread.

  1. 1

    Ticket arrives

    A tagged ticket, an email or a helpdesk event.

  2. 2

    Identity, per message

    A signed token, an email link, or the matched level if enabled.

  3. 3

    Policy decides

    Every check recorded with its version and facts.

  4. 4

    Refund at the provider

    Executed once, on the charge’s own connection.

  5. 5

    Reply in the thread

    The outcome goes back in the same ticket.

  6. 6

    Agent takes over

    Any agent reply ends the automation on that ticket.

Helpdesk refunds without a customer sign-in.

On your own payment system, a helpdesk or email ticket can be matched by its identifiers instead of a proof. Off by default, never in chat.

  • Two identifiers, e.g. email and last four
  • Refunds only, up to a cap you set
  • Off for a ticket with a CC
  • Re-matched at every decision

Matched identity

Ticket #48211 · email

Requester email[email protected]
Card last four•••• 4242
Matched transactiontx_88 · €29.00
MatchedRefunds up to the capReplies reach the requester only
Illustrative example, not real data

Limits that keep automation polite.

  • Reply budgets

    Daily automatic replies capped per requester.

  • Connector caps

    Hourly limits, every event deduplicated.

  • Quiet by default

    No public acknowledgement until you turn it on.

  • Escalation fallback

    If the connector is down, handoffs go to the team queue.

Ticket settings in the merchant panel: response targets per priority and the limits on automatic replies.
Illustrative example, not real data

Frequently asked questions

Can’t find your question?

See every question merchants ask, or ask us when you request access.

All questionsRequest early access
01Will Chargeless reply to tickets my agents are working on?

No. Once an agent replies, the ticket belongs to them and the automation never writes on it again.

02How is identity confirmed on a helpdesk ticket?

Per message: a signed single-use token or an email link to the address on file. A requester field alone is never proof.

03Which helpdesks are supported?

Zendesk natively, any other helpdesk through the signed connector, and email.

Related

Start with low limits. Raise them when the record shows it works.

Start in test mode, run your policy against your own history, and go live when the results meet your standards.

Request early accessHow it works
  1. 1A test workspace on your provider’s test mode
  2. 2Your past requests replayed against your policy
  3. 3Live with low limits, raised as the record allows