Support integrations bring customer conversations into the company timeline for account context, sentiment, and topics. Admins manage them in Settings → Integrations. Pylon has its own guide.

Zendesk

Choose Zendesk, enter your Zendesk subdomain, and complete authorization. The connection details show the authorized account, sync status, and configured resources.

Tickets and comments: public ticket comments sync as support conversations on an hourly schedule. The configuration can limit tickets to selected Zendesk brands.
Help Center articles: published articles sync hourly when Help Center sync is enabled. Review which brand subdomains are included.

When configured, Mapped custom fields lists the Zendesk ticket fields copied into Cust support ticket fields. Ask Cust to configure the mappings and field types you need. Open an imported conversation from the company's Interactions tab to see these values above its messages. Dropdown and multi-select fields retain their readable option labels, and the Assistant can use the mapped values when answering questions about support tickets.

Change these source values in Zendesk, then verify them after the next sync. Mapping fields does not enable writeback to Zendesk. A cleared or invalid source value can appear empty in Cust, so compare the source ticket when a field is missing.

The initial ticket import starts with the last 30 days. Large imports can continue over several runs; the last-sync timestamp may show progress through a backlog rather than the current time.

Internal ticket comments are not part of the public-comment import. Ticket brand selection and Help Center brand subdomains are separate settings. Contact Cust if the source selection you need is not editable on your connection page.

Intercom

Choose Intercom and authorize the relevant Intercom app. Cust imports support conversations and their messages on a 15-minute schedule when conversation sync is enabled.

Check the Intercom app ID and conversation sync timestamp on the connection details. That timestamp shows how far Cust has processed conversation updates. It can lag behind the current time while successful runs work through a backlog. Source permissions and matching identities affect which conversations can appear on a company.

Verify the import

Pick a known customer support conversation from the connected source.
Confirm the customer's company and contact details are present in Cust.
After a successful sync, open the company's Interactions tab and find the conversation.
Read the imported messages and follow the source link when you need the original thread.

If a conversation is missing, check authorization, sync state, source visibility, any configured brand or record filters, and company/contact matching. A connected status alone does not confirm that every ticket was imported.

Imported articles appear in Knowledge base. Edit source-owned content in the provider; use Exclude from AI search in Cust when an imported article should not be used as reference material.

Support data and shared email queues

These integrations import support conversations from their source systems. To manage a shared email mailbox with stages, assignments, response targets, and prepared drafts inside Cust, use Ticketing.

For Intercom, a configured creation-date cutoff can exclude a conversation created before that date even if it receives a recent reply. If permissions and matching look correct, ask Cust to check the configured history window.