Connecting support systems

Threadline connects to your company's support workspace so you can import real customer conversations and tickets for analysis. A support administrator may need to approve the connection, but your support-system email does not need to match your Threadline email.

Supported integrations

How to connect

1. On the CFA page, go to Multiple Feedback mode.
2. Click the Support Systems tab.
3. Select your support platform.
4. Connect your company's support workspace using the instructions below.
5. Choose an import window and ticket status.
6. Click Preview Tickets to review a sample, then continue to import and analyse them.

Zendesk setup

1. Select Zendesk under Support Platform.
2. Enter your Zendesk subdomain — the part before `.zendesk.com`.
3. Click Connect Zendesk.
4. Sign in to Zendesk if prompted and approve Threadline's requested read access. You must have permission to authorise integrations for that Zendesk workspace.
5. After returning to Threadline, test the connection, choose your import settings, and preview the tickets.

You do not need to create a Zendesk developer app or give Threadline an API token.

Intercom setup

1. Select Intercom under Support Platform.
2. Click Connect Intercom.
3. Sign in to Intercom if prompted and select your company's Intercom workspace.
4. Approve Threadline's requested access. Your Intercom account must be allowed to install or authorise apps for that workspace.
5. After returning to Threadline, test the connection, choose your import settings, and preview the tickets.

You do not need to create an Intercom developer app or provide an API key. Threadline's approved Intercom integration is shared by all Threadline customers; each customer only authorises access to their own workspace.

Freshdesk setup

1. In Freshdesk, create or use an agent account with permission to read the tickets you want to analyse.
2. Open your Freshdesk profile menu and select Profile Settings.
3. Under Your API Key, click View API key and complete any verification Freshdesk requests.
4. If Freshdesk says the API key is disabled, follow its Agent Settings link, enable API-key access for the agent, save, and return to Profile Settings. The agent's email may also need to be verified.
5. In Threadline, select Freshdesk under Support Platform.
6. Enter your Freshdesk domain, such as `company.freshdesk.com`, your Freshdesk agent email, and the copied API key.
7. Click Test Connection, then Save & Continue.
8. Choose your import window and ticket status, then click Preview Tickets.

Treat the Freshdesk API key like a password: enter it only in Threadline's secure connection form. Do not send it through email or chat. Threadline encrypts the saved credential.

Disconnecting an integration

Go to the Support Systems tab, select the connected platform, and click Disconnect. This removes Threadline's saved connection. You can reconnect the workspace later.