Intercom and Zendesk

Support conversations are some of the richest feedback you have. CustomerSaid connects to both Intercom and Zendesk, with a different approach for each.

Who can do this: an Owner or Admin connects them in Settings › Integrations.

Intercom: send on demand

Intercom feedback is sent by a person, one conversation at a time. Conversations can be open or closed.

1. Connect Intercom in Settings › Integrations and approve the app.
2. In Intercom, pin the CustomerSaid app to the conversation details sidebar.
3. Open a conversation and choose to send the messages. Send all of them or pick a subset.

Customer and teammate comments are captured. Internal notes are included only if you choose. Assignments, snoozes, bot messages and attachments are not.

If new replies arrive later, click Refresh messages in the sidebar to see the unsent ones, then send just those. Sending the same messages twice does nothing.

Import closed conversations

In Feedback, choose Import from Intercom to bring in conversations closed within a date range. They are imported in the background and each new conversation is analyzed.

CustomerSaid doesn't send on every reply or close, and doesn't write anything back to Intercom.

Zendesk: solved tickets arrive automatically

1. In Settings › Integrations, choose Zendesk.
2. Enter your subdomain, plus either an admin's email and API token, or sign in with Zendesk where that option is offered.
3. The Zendesk user must be an admin, because the ticket export is admin-only.

About every 15 minutes, solved and closed tickets are synced. Each ticket becomes one item with its public comment thread. The requester becomes the contact and the ticket's organization becomes the company.

Internal notes are left out unless you switch on Include internal notes. Open, pending and on-hold tickets, attachments and chat are not captured. Nothing is written back to Zendesk.

Import past tickets

You can run a one-time import of tickets solved in the last 7, 30 or 90 days. The solved-ticket count, estimated AI cost and rough duration are shown before you confirm. Tickets already synced are not duplicated.

Good to know

• A single Intercom or Zendesk account can be live in only one workspace at a time.
• Tickets that are reopened and solved again aren't re-imported.
• Large backfills are slow because of Zendesk's rate limits.

Troubleshooting

Zendesk says the user is not an admin. Use an admin account.

Tickets stopped syncing. The connection may need new credentials. Reconnect with a fresh token.

The Intercom sidebar says "Up to date". There is nothing new to send.