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The assistant requires a Pro or Enterprise plan.
When the assistant can’t answer a question from your documentation, it can hand the user off to your team. Users get a way to reach a person instead of a dead end. Choose where support questions go in the Support menu of the Response Handling section on the Assistant page of your dashboard: If you use a help desk other than Plain or Zendesk, use Link to send users to its contact page or help center.

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Send questions by email

In the Support menu, select Email, then enter one or both of the following addresses:
  • Support email: For questions the assistant can’t resolve from your documentation.
  • Sales: For questions about pricing, plans, or purchasing.
When the assistant detects a matching question, an in-chat contact form appears. The form asks for the user’s first name, last name, company, company email, and a message. Mintlify emails the submission to the appropriate team, which can respond directly to the user’s email. The same contact form is available in the assistant widget embedded on other sites.
If you prefer to route support questions to your existing support channels instead, disable the Contact form in the Response Handling section.When you disable the contact form, the assistant directs users to your support email address in plain text instead of showing the in-chat form. Sales questions still use the in-chat form when you configure a sales email.
In the Support menu, select Link to send users to your existing support platform, such as a help center, ticket portal, or community forum, instead of collecting email through an in-chat form. Enter the full URL of your support destination. The URL must use http or https and cannot include credentials. When the assistant detects a support question, it shows the user a card linking to your support URL. Mintlify appends the assistant thread ID as a threadId query parameter so your support tool can attach the conversation transcript to the resulting ticket. Fetch the transcript with the Get assistant conversation thread endpoint. With Link selected, the assistant does not show the contact form or route sales questions.

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Create tickets in Plain or Zendesk

The assistant can file support requests as tickets in Plain or Zendesk instead of emailing them. Before you connect Plain, create a Plain API key with these permissions:
  • customer:create
  • customer:edit
  • customer:read
  • thread:create
  • thread:read
  1. In the Response handling section of the Support menu, select Direct support ticketing.
  2. Select a Ticketing platform: Plain or Zendesk.
  3. On the platform card, click Connect and complete the connection in the window that opens. For Plain, use the API key you created.
Mintlify saves direct support ticketing only after the platform connects. Until then, your current support option stays active. The connection is a shared integration for your organization. When the assistant detects a support question, it shows the in-chat contact form. Mintlify creates a ticket in your connected platform from the submission. The ticket includes the user’s contact details and message, plus up to the first three messages of the assistant conversation. If the conversation is longer, the ticket links to the full conversation in your dashboard. If you saved a Sales address under Email, sales questions still go to that address by email. If the Plain API key is missing any of the required permissions, the platform card shows Scopes misconfigured. Click Configure to see which permissions are missing, then add them to the API key in Plain.