--- title: "Zendesk and Intercom integration for complaint handling | Qualio" canonical: "https://www.qualio.com/integrations/zendesk-intercom" updatedDate: "2026-11-02T11:44:52.000Z" description: "A complaint reported in Zendesk or Intercom reaches quality as an event in Qualio, with the ticket linked and nothing written back to the tool." --- # Zendesk and Intercom integration for complaint handling | Qualio A complaint reported in Zendesk or Intercom reaches quality as an event in Qualio, with the ticket linked and nothing written back to the tool. ## The complaint reported to support reaches quality as an event Qualio reads Zendesk tickets and Intercom opening messages, and raises each one that matches your rule as an event on your complaint flow. ## 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. ## Guides ## Questions support and quality admins ask ### Does anything in our Zendesk or Intercom have to change? No. Qualio installs nothing in either tool. You choose which tickets count by the tags, types, priorities and statuses your team already uses, and support keeps working as it does. If you want a tag that means quality should see this, add it the way you add any tag and point the rule at it. ### Does quality see the whole thread? Quality sees the Zendesk ticket's fields, and from Intercom the opening message and who wrote it. Qualio reads neither tool's replies. The event links back to the thread, so the investigator reads it in the support tool and decides the complaint in Qualio. ### How often does Qualio read, and how soon does a complaint arrive? Qualio reads Zendesk every hour and Intercom every three hours, taking only what changed since the last read. A ticket tagged for quality this morning is an event by the next read. The first read after connecting brings in every ticket that matches. ### What does it write back, and what permission does it need? Qualio writes nothing back. For Zendesk, an admin approves Qualio's app for your subdomain with read access, the only permission it asks for. For Intercom, you pick your region, US, EU or AU, and approve the app, which reads conversations and companies in your workspace. You can disconnect either one from the Integrations page in Qualio. ### Who needs a seat? Support agents need none. Nobody in support needs to sign in to Qualio; your rule raises the event from the ticket. The quality people who own, investigate and close the event pay, as they do for any event. Anyone who only reads the event, or trains on the procedure behind it, is free. ## See a support ticket become a quality event See a Zendesk ticket read into Qualio on the demo: raised as an event on a complaint flow, the ticket linked, nothing changed in Zendesk or Intercom.