# Ticketing and improvements (/help-desks/ticketing-and-improvements)



A help desk can do two more things that keep your operation tidy: raise cases in
your ticketing system, and turn the moment before an escalation into a chance to
improve future answers.

## Connect a ticketing system [#connect-a-ticketing-system]

When a channel of type **Create a ticket** is used, the request becomes a case in
your ticketing system. To make that work, connect the system to the help desk.

1. Open a help desk and find its ticketing integration section.
2. Choose your ticketing system from the pinned options, or browse the full
   catalog of integrations.
3. Select **Connect** and provide the credentials the integration asks for.

Once connected, ticket channels on that desk can create cases automatically,
carrying over the form fields and any conversation data you attached.

## Auto generate improvements [#auto-generate-improvements]

A help desk can automatically create an improvement from the last answer the
assistant gave before a visitor escalated. This captures the exact question that
the assistant could not resolve, so you can strengthen your knowledge or flows and
prevent the same escalation next time.

Turn this on from the help desk so that each escalation quietly feeds your
[Improvements](/operations/improvements) board. Over time this turns
escalations into a steady stream of concrete, high value fixes.

## Connected assistants [#connected-assistants]

A help desk shows which assistants currently offer it. This gives you a clear
picture of where each escalation path is in use, so you can update a desk with
confidence.