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External helpdesk integrations can sync tickets, replies, status, assignment, tags, and other fields depending on the integration settings. If an external helpdesk appears to overwrite Chatarmin CX state, identify:
  • the external helpdesk
  • the affected ticket
  • the field that changed
  • when it changed
  • whether the external helpdesk should be the source of truth for that field
Ask Torben can inspect the affected ticket activity and distinguish expected sync behavior from duplicate ticket mapping or stale webhook issues.