Connecting support systems
How to integrate Zendesk, Intercom, and Freshdesk.
Threadline integrates directly with Zendesk, Intercom, and Freshdesk so you can import real support tickets for analysis.
Supported integrations
| Platform | What it imports |
|---|---|
| Zendesk | Resolved tickets with subject, description, and tags |
| Intercom | Closed conversations from your Intercom inbox |
| Freshdesk | Resolved tickets with subject and description |
How to connect
- On the CFA page, go to Multiple Feedback mode.
- Click the Direct Connect tab.
- Select your support platform.
- Follow the authentication flow (OAuth for Intercom, API key for Zendesk/Freshdesk).
- Once connected, configure your import: choose a date range and the number of tickets to import.
- Click Preview to see a sample, then Import to load them for analysis.
Zendesk setup
You'll need your Zendesk subdomain (the part before .zendesk.com) and an API token. Tokens can be generated in Zendesk under Admin > API.
Intercom setup
Threadline uses Intercom's OAuth flow. You'll be redirected to Intercom to authorise access. No API key is needed.
Freshdesk setup
You'll need your Freshdesk domain and an API key. Keys can be found in Freshdesk under Profile Settings > API Key.
Disconnecting an integration
Go to the Direct Connect tab, find your connected platform, and click Disconnect. This removes Threadline's access immediately.
Troubleshooting
My Zendesk connection fails with an authentication error
Make sure your API token is correct and that the Zendesk user associated with the token has 'Agent' or higher permissions. Also verify your subdomain — it's the part before .zendesk.com, e.g. 'mycompany' not 'mycompany.zendesk.com'.
Intercom OAuth redirects but then shows an error
Try clearing your browser cookies and attempting the OAuth flow again. If the problem persists, disconnect the integration from Threadline and reconnect it.
The import completes but returns 0 tickets
Check the date range and status filter — Threadline imports only resolved/closed tickets by default. If your tickets use a custom status, try widening the date range.
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