Sidebar widget
Embed SigSentry inside your support platform's ticket detail view so agents see triage and analysis results without leaving the ticket
The sidebar widget loads SigSentry directly inside the ticket / conversation detail view of your support platform. Agents see the triage result, any analyses run on the ticket, and can trigger new analyses without leaving the ticket.
Per-platform behavior
| Platform | Widget mechanism |
|---|---|
| Zendesk | App framework iframe in the right sidebar |
| Freshdesk | App framework panel in the ticket properties tab |
| Intercom | Canvas Kit panel in the inbox right sidebar |
The functionality is similar across platforms — the rendering technology differs.
What the widget shows
For any ticket, the widget displays:
- Triage result: severity, affected service, and a suggested time window
- Analyses on this ticket: list of full analyses that have run, with timestamps, summary, and a link to the full analysis in the SigSentry dashboard
- Run analysis button: kick off a new analysis from the ticket context — uses the suggested time window from triage by default
Setup
The widget installs automatically as part of the platform's app installation. See the per-platform setup pages:
Zendesk
Sidebar widget enabled by default after install.
Freshdesk
App sideload includes the panel.
Intercom
Canvas Kit panel; add to inbox visibility.
Authentication
Agents are auto-signed into the widget using their support-platform identity — no extra login needed. If the agent has a SigSentry account in your tenant (matched by email), the widget shows the full set of actions they have permission for. Anyone else gets a read-only view.
Run-analysis from the widget
Clicking Run analysis from the widget opens a small form pre-filled with:
- Description: the ticket subject + first portion of the body
- Time range: triage's suggested window, or the binding's default time buffer if triage didn't suggest one
The agent can edit either before submitting. The resulting analysis is automatically linked to the ticket and posted as an internal note when complete.
Canvas Kit specifics (Intercom)
Intercom uses Canvas Kit rather than iframes. The panel:
- Is server-rendered — every time the agent opens a conversation, Intercom POSTs to SigSentry, and we return a Canvas JSON definition
- Updates dynamically when the agent interacts (e.g. clicks Run Analysis, the next render shows the in-progress state)
- Has tighter UI constraints than iframes — limited to Intercom's Canvas component primitives
Functionality is the same as Zendesk / Freshdesk; the rendering limitations are mostly invisible to agents.
Disabling the widget
If you want the integration without the sidebar widget — e.g. you prefer agents to use the SigSentry dashboard directly — you can:
| Platform | How |
|---|---|
| Zendesk | Disable the app under Apps → SigSentry → Visibility |
| Freshdesk | Hide the panel in Admin → Apps → SigSentry → Configure |
| Intercom | Remove from inbox visibility in Settings → Apps → SigSentry → Configure |
The triage and auto-analysis pipelines continue to work; only the sidebar UI is hidden.
Troubleshooting
| Symptom | Likely cause |
|---|---|
| Widget loads with "Authentication failed" | JWT validation failed — usually expired session or wrong workspace; refresh |
| Widget loads empty | No triage has run yet on this ticket; create a new ticket to test |
| Run analysis fails with "no log sources" | Project has no log sources connected; configure under Project → Log Sources |
| Slow to load | Iframe / canvas loading remote content; first load can take a few seconds |