HelpDesk

How to integrate HelpDesk with Webflow

Connect HelpDesk with Webflow to automatically convert form submissions into support tickets and manage customer communications from a single system. The integration routes inquiries to the right team members and reduces spam before it reaches your support queue.

Install the marketplace app for basic setup, embed widgets using custom code for visual control, connect through automation platforms like Zapier and Make for multi-step workflows, or build with the HelpDesk API and webhooks.

The marketplace app connects your Webflow forms to HelpDesk's API without requiring middleware. This integration enables the following capabilities:

• AI-assisted ticketing processes tickets with automated summaries for rapid case understanding
• Smart routing and auto-assignment route inquiries to appropriate team members based on submission content
• Multi-channel message consolidation collects messages from web forms, email, and chat in a single ticket thread
• LiveChat and ChatBot integration enables real-time chat capabilities and automated responses directly on your Webflow site
• Customizable automation rules configure routing logic through HelpDesk's dashboard based on specific conditions
• Canned responses and macros handle common inquiries with pre-configured templates
• Performance analytics track ticket volume, resolution times, and agent productivity
• Automatic form-to-ticket conversion helps create tickets without manual data entry after form submissions
• Multi-form routing helps different forms route to specific teams or agents
• File attachment handling documents and images submitted through forms transfer as URLs in tickets
• Spam filtering reduces noise in your support queue

Test the connection by submitting a form on your published site and verifying the ticket appears in your HelpDesk dashboard. Start a 14-day HelpDesk trial to test form-to-ticket conversion.

Native features, direct embeds and widgets

Use the Webflow Code Embed element to place HelpDesk widgets manually for visual control over where support widgets appear.

Page-specific contact forms and support widgets

Generate embed code from your HelpDesk account or via OpenWidget (a third-party service requiring a separate signup), then place it using Code Embed elements for page-specific placement, or add it to Site Settings custom code for site-wide appearance.

For visual placement control, drag the Code Embed element from the Add panel, paste your embed code, and position it where you want it to appear. For site-wide widgets, navigate to Site Settings, select Custom Code, paste the code in the Footer Code section, and publish. Embed codes only render on published sites, not in preview.

Code Embed placement supports the following approaches:

• Convert embeds to components: Save the element as a Webflow component to reuse across pages (elements appear in preview but only render live after publishing)
• Control specific page locations: Place forms only on contact or support pages instead of site-wide
• Customize with the Style Panel: Use the Webflow Style Panel to adjust positioning and responsive behavior

Test your embeds on published or staging sites to verify complete functionality.

HelpDesk contact form builder using OpenWidget

Add HelpDesk to your Webflow site using the OpenWidget integration (requires separate signup at openwidget.com), which provides customization options for avatar, welcome messages, and business hours scheduling. Generate the embed code through OpenWidget and add it to Webflow using either the Code Embed element method for specific pages, or the site settings approach in Custom Code for site-wide availability.

The form builder supports the following features:

• Custom field configuration: Add specific fields your support team needs
• GDPR consent options: Include required consent checkboxes for compliance
• Preview functionality: Test forms before deployment
• Auto-assignment: Route form submissions to specific team members or queues

Persistent chat support across all pages

Add chat bubbles or feedback widgets to every page by placing your HelpDesk embed code in site settings. Open Site Settings → Custom Code → paste code in the Footer Code section. This method works for persistent support features that should follow visitors throughout your site.

Requirements: Requires a Core, Growth, Agency, or Freelancer Workspace plan or an active Site plan. Webflow support does not troubleshoot custom code directly — consult the Webflow Forum Custom Code section for help.

Tip: For more granular control over widget placement on specific pages, use the Code Embed element instead.

Third-party automation platforms

Use no-code automation platforms like Zapier or Make to build multi-step workflows if you need to transform form data before creating tickets, add conditional logic based on submission values, or connect to additional services beyond HelpDesk.

Zapier workflows

Connect Webflow form submissions to HelpDesk through Zapier's visual workflow builder. The Zapier Webflow integration triggers workflows when forms are submitted, while the HelpDesk Zapier integration enables you to create tickets, update ticket details, send replies, and manage tags.

Example Webflow and HelpDesk workflow includes:

1. Trigger: Webflow form submission
2. Action: Create HelpDesk ticket with form data
3. Action: Auto-assign ticket to team based on form field values
4. Action: Send an auto-response email to the customer

Make scenarios

The Make Webflow integration provides visual scenario building with webhook support. Connect Webflow forms to the Make workflow builder, then route form data to HelpDesk for automatic ticket creation. Configure webhooks by copying the URL from Make and pasting it into your Webflow form settings, then build the workflow to create HelpDesk tickets and automate customer support responses.

Make connects to 1,800+ apps. For Webflow-to-HelpDesk automation, create scenarios that trigger on form submissions and automatically create tickets with the submitted data.

Before production deployment, test to confirm that field mapping works, webhook events match your HelpDesk setup, the payload structure is correct, and all features are supported.

Build with Webflow and HelpDesk APIs

Note for enterprise teams: This section requires backend engineers and external infrastructure. Non-technical users should use the Marketplace App, Zapier, or Make instead.

Use the HelpDesk API with the Webflow Data API to build custom integrations for workflows that aren't possible through the marketplace app. API access enables bidirectional data sync between your CMS and ticketing system through webhook-based architectures, conditional routing based on complex business logic, and ticket status displays in custom dashboards.

Critical limitation: HelpDesk does not publish public API documentation. Contact HelpDesk support directly to request API access and documentation before starting development.

API integrations require server-side middleware because the Webflow static hosting can't make authenticated API calls directly. Platforms like AWS Lambda, Cloudflare Workers, or Vercel Functions sit between Webflow webhooks and HelpDesk's API to handle authentication, data transformation, and error recovery. Implement webhook-based architectures instead of polling to minimize API calls.

Form submissions to tickets

Convert Webflow form submissions into HelpDesk tickets by configuring Webflow form webhooks that trigger your middleware endpoint. The middleware validates the webhook signature using HMAC-SHA256, transforms the form data to HelpDesk's format, and calls the ticket creation endpoint.

Example ticket structure:

POST https://api.helpdesk.com/tickets
Authorization: Bearer <access_token>
Content-Type: application/json

{
  "subject": "Customer inquiry",
  "description": "Form submission details",
  "priority": "normal",
  "tags": ["webflow", "contact-form"],
  "source": "webflow_form",
  "requester_id": null,
  "status": "new"
}

Contact HelpDesk support to verify actual endpoint paths, required parameters, and authentication methods before implementation.

Required parameters typically include subject and description. Optional parameters like requester_id, priority, status, tags, and custom_fields enable advanced routing and categorization logic.

Note: Unverified endpoints will cause integration failures. Always verify API specifications with HelpDesk support before building custom integrations.

Real-time ticket updates

Sync HelpDesk ticket changes back to Webflow CMS collections using HelpDesk webhooks. Configure webhook endpoints in your HelpDesk admin panel to receive JSON payloads when tickets are created, updated, resolved, assigned, or transferred between queues.

Available webhook events:

• new_case: Fires when tickets are created
• new_message: Triggers when messages are added to tickets
• case_resolved: Sends when tickets are marked resolved
• case_assigned_to_agent: Fires when tickets are assigned to agents
• case_transferred_to_another_queue: Triggers when tickets are moved between queues

Your middleware receives these webhook events and updates Webflow CMS items through the Webflow Collections API. This server-side middleware is essential for bypassing CORS limitations and securing credentials.

Critical infrastructure requirement: Webflow webhooks automatically deactivate after repeated delivery failures. For production reliability, implement external queuing infrastructure (AWS SQS, Redis Queue) to handle webhook delivery issues and ensure data consistency. Without this infrastructure, webhook-based sync is unreliable in production.

What you can build

Integrating HelpDesk with Webflow enables automated support workflows, customer self-service portals, and communication systems that connect your website to your support infrastructure.

• Customer support portals: Build self-service help centers with searchable knowledge bases, embedded contact forms that create tickets automatically, and chat widgets powered by HelpDesk integration
• Multi-team routing systems: Route different form types to specific teams based on submission content, sending sales inquiries to the sales team, technical support questions to support agents, and general inquiries to customer service
• Support dashboards: Display ticket status, response times, and resolution metrics on internal dashboards by syncing HelpDesk data via webhooks to Webflow CMS collections (requires external queuing infrastructure for production reliability)
• Automated follow-up systems: Configure automated responses for common inquiries, set up auto-assignment for conditional ticket routing, prioritize VIP customers, and auto-tag tickets based on criteria you define