What Qualio reads from Zendesk and Intercom
From each Zendesk ticket, Qualio reads the subject and description, the type, priority and status, the tags, when it was created and updated, the ID and a link back.
From each Intercom conversation, Qualio reads the subject and opening message, who wrote it, the state, the tags and your conversation attributes, when it was created and updated, the ID and a link back.
The ticket comes with the event, linked. The thread stays in the support tool, where the investigator reads it.
Qualio also reads Intercom companies, so the complaint names the customer from your own list.
Connect Zendesk or Intercom in three steps
A Zendesk admin enters your subdomain and approves Qualio's app; an Intercom admin picks your region and approves it. Choose the tag that counts and the complaint flow it opens. Preview, then Qualio reads Zendesk every hour, Intercom every three.
The preview shows example records. Your own tickets arrive with the first read.
What quality does with it
Qualio keeps the reportability decision with the complaint, dated and signed
Reportability is a field on the complaint event. Who decided, what and when go into the audit trail under an electronic signature.
The CAPA opens from the complaint, with the investigation behind it
When the investigation calls for corrective action, you raise the CAPA from the complaint. The two stay linked, with the ticket behind them.
Quality gets the event with the product, lot and version on it
Product, lot and device version are fields on your complaint template. Open events filter by product, so the team changing that product sees what support heard.
Where it stops
Qualio reads Zendesk and Intercom and writes to neither. Closing the event in Qualio leaves the ticket as support left it, status, comments and tags included. When a ticket changes, Qualio picks up the change on its next read.
When a token expires
When a token expires, Qualio marks the integration Disconnected at once and pauses reads. When the tool is down, it does so after ten failed reads in a row. The Integrations page shows a banner; no email goes out. Reconnect and reads resume. Events already raised stay as they are.
A ticket deleted in Zendesk or a conversation deleted in Intercom
A ticket deleted in Zendesk or a conversation deleted in Intercom stays in Qualio, and so does its event. A ticket that stops matching your rule, a tag removed say, is retired in Qualio on the next read.
