Support Desk
Auto-triage incoming tickets from Zendesk, Freshdesk, or Intercom and post the diagnosis back into the ticket
Connect your support desk so SigSentry triages every incoming ticket automatically. The triage pipeline classifies severity, suggests an affected service and time window, and — for high-severity tickets — can run a full analysis and post the diagnosis back into the ticket as an internal note or public reply.
What this looks like in practice
A customer opens a ticket: "Checkout has been broken since 9am, getting 500 errors." Seconds later, the agent opens the ticket and sees a triage note already attached — severity, affected service, suggested time window. For high-severity tickets, a full diagnosis with root cause and code correlation lands shortly after as a second internal note (or a customer-facing reply, depending on your posting mode).
The agent starts from a structured set of clues instead of a blank investigation.
Supported platforms
Zendesk
OAuth install, webhook registration, custom fields, sidebar widget.
Freshdesk
API key, app sideload, webhook config.
Intercom
OAuth install, Canvas Kit panel, conversation events.
After connecting a platform, configure the posting mode, auto-analyze threshold, and field mapping per binding.
What triage produces
Each incoming ticket gets:
- Severity — critical / high / medium / low / info
- Affected service — the service it identified, when one is evident from the ticket
- Suggested time window — for any subsequent analysis
You can tune classification accuracy per binding under Configuration.
Auto-analysis trigger
Each binding has an auto-analyze severity threshold. Tickets at or above this severity automatically trigger a full analysis:
| Threshold | What auto-analyzes |
|---|---|
disabled | Nothing — only triage runs, no full analysis |
critical | Critical-severity tickets only |
high | High and above |
medium | Medium and above |
low | Low and above (basically everything) |
Most teams set this to high so only the urgent stuff gets the full
analysis treatment.
Result posting modes
How the triage and analysis results are delivered to the ticket:
| Mode | Posts |
|---|---|
internal | Internal note (visible to support agents only) |
public | Public reply (visible to the customer) |
both | Internal note + public reply with sanitized customer-friendly text |
internal is the default and safest. See
Configuration for details on
the public reply template and field mapping.
Sidebar widget
Each platform supports a sidebar widget that loads inside the ticket detail view. The widget shows the triage result and any analyses run on the ticket, with one-click access to the full analysis in the SigSentry dashboard. See Sidebar widget.
Plan requirements
Support desk integrations are gated by plan:
| Plan | Support desk integrations |
|---|---|
| Starter | 0 |
| Pro | 1 |
| Business | 3 |
| Enterprise | Unlimited |
A "support desk integration" is one binding (one Zendesk subdomain, one Freshdesk domain, etc.). You can have one of each platform connected and that counts as three integrations.