Services · Integrate
The help desk is never the only system.
Support runs on context that lives somewhere else: the issue tracker, the CRM, the billing system, your own database. We connect them, so your team stops copying values between tabs and your customers stop waiting while they do it.
What we connect
Four kinds of integration work.
Most requests fall into one of these. The interesting ones usually combine two.
Issue trackers
Linear, Jira and GitHub. Two-way linking between conversations and issues, status sync back to the customer thread, and escalation that does not depend on someone pasting a ticket number into Slack.
- Conversation → issue with context attached
- Status changes posted back to support
- Escalation rules by product area
CRM and billing
Salesforce, HubSpot and Stripe. Account context on the conversation so agents can see plan, renewal date and spend without opening another tab.
- Plan and MRR on the conversation
- Renewal and churn-risk flags
- Billing actions from the inbox
Internal systems
The database, admin panel or internal API that holds the answer. Surfaced inside the help desk so agents stop switching context to answer a routine question.
- Order and shipment lookup
- Account state from your own API
- Actions written back to your system
Data and reporting
Support data into the warehouse so it can be joined to product and revenue data, and reported on alongside everything else the business measures.
- Warehouse sync for conversations
- Custom metrics your tool cannot express
- Scheduled exports
How we build them
Integrations break quietly. These do not.
The failure mode for an integration is not a crash - it is silently stopping while everyone assumes it is still running. We build for the day it fails, not just the day it ships.
- Built on documented APIs and webhooks, not scraping
- Credentials scoped to the minimum the integration needs
- Retries and failure alerting, so silent breakage is not a surprise
- Documented, so the next engineer can maintain it
Questions
What teams ask.
Is this only for teams who migrated with you?
No. Plenty of integration work is standalone. It is more common after a migration simply because that is when the gaps become obvious.
Do you use the marketplace app or build custom?
Marketplace first if it genuinely covers the case - there is no credit in rebuilding something you can install. We build custom when the off-the-shelf app cannot express your logic, which is most of the interesting work.
Who owns and maintains the integration?
You do. It runs in your infrastructure, on your credentials, and it is documented. We can hold a support window afterwards, but we do not build things only we can operate.
Tell us what is not talking to what.
Describe the two systems and the workflow between them. You will get an honest answer on whether it needs custom work at all.
- A written mapping document before anything moves
- A dry run you review in a sandbox
- Fixed price, agreed up front
- The workflows rebuilt too, where we implement