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Support conversations

Connect Zendesk or Intercom and verify the support content attached to your companies.

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.

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 last successful conversation sync on the connection details. Source permissions and matching identities affect which conversations can appear on a company.

Verify the import

  1. Pick a known customer support conversation from the connected source.
  2. Confirm the customer's company and contact details are present in Cust.
  3. After a successful sync, open the company's Interactions tab and find the conversation.
  4. 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.