Home Conversation Closure: Handover (N2) and Retain (N1) What Is Rate Limit in Helpdesks and Why It Affects ClaudIA

What Is Rate Limit in Helpdesks and Why It Affects ClaudIA

Last updated on Aug 27, 2026

When to use it

  • You are seeing undelivered messages or unresolved tickets and suspect Rate Limit
  • You need to understand what is and is not within ClaudIA's control
  • You want to know what to do to avoid hitting the limit

Prerequisites

  • Access to the Helpdesk dashboard to check API usage
  • (For troubleshooting) Access to the ClaudIA Panel to check tickets with Resolved in N2

About this article

Rate Limit is a restriction imposed by the helpdesks (Zendesk, Hubspot, Intercom, Freshdesk, etc.) that limits how many requests can be made within a period of time. It is exclusive to the helpdesk platform and is outside ClaudIA's control.

Why this affects ClaudIA

ClaudIA's integrations are optimized to consume as few requests as possible. Our architecture prioritizes only the essential actions:

  • Sending messages to end users

  • Closing/Resolving tickets automatically

  • Assigning tickets to humans (handover)

Each of these actions consumes API calls.

Why I can hit the Rate Limit

Even with an optimized integration, there are factors outside our control:

Helpdesk limitations

  • Each helpdesk sets its own limits in RPM (X requests/min)

  • The limits vary by contracted plan

  • Some helpdesks apply a global limit per account — all integrations share the same ceiling

Customer settings and usage

  • Features that multiply requests (e.g.: split messages)

  • High ticket volume in short windows (thousands within a few hours)

  • Other systems/people using the API in parallel, consuming the same limit

  • Fluxos Controlados (Controlled Flows) that make additional requests to the helpdesk

What happens when you hit the Rate Limit

  • Messages may be delayed or not delivered

  • Tickets may not be resolved or reassigned within the expected time

  • The helpdesk starts to reject calls until the limit is released

What to do to avoid it

Since control over the limit always belongs to the helpdesk and depends on the customer's settings and usage:

  1. Track your API usage on the helpdesk platform

  2. Map which systems besides ClaudIA consume the API

  3. Review settings and avoid features that generate extra requests

  4. Distribute the ticket volume better over time

  5. Ask the helpdesk for a limit increase or a plan upgrade

  6. Consider alternatives without API restrictions — such as Cloud Chat

What does "Resolved in N2" mean in the messages?

When ClaudIA runs into a Rate Limit block, the N2 resolution message may appear with specific flagging.

Notes