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Overview

Fincelo’s Support Intelligence Layer connects to your customers’ support ticketing systems, analyses every ticket with AI, and feeds signals into churn predictions, customer playbooks, CSM alerts, and the CFO morning brief. Supported platforms: Zendesk · Freshdesk · Jira Service Management · Intercom · HubSpot Service Hub · Any platform via Webhook · Any platform via CSV

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Quick Connect (All Platforms)

  1. Fincelo → Intelligence → Support → Connect Platform
  2. Select your platform
  3. Enter credentials (see platform-specific steps below)
  4. Choose sync mode: Poll every 15 min · Real-time webhook · Both (recommended)
  5. Click Test & Connect → first sync starts within 15 minutes

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Platform Credentials

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Zendesk

  • Subdomain — your Zendesk URL prefix (e.g. acmecorp from acmecorp.zendesk.com)
  • Admin Email — your Zendesk admin email
  • API Token — Zendesk Admin → Apps & Integrations → Zendesk API → Add API Token

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Freshdesk

  • Subdomain — your Freshdesk URL prefix
  • API Key — Freshdesk → Profile Settings (top right) → API Key

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Jira Service Management

  • Subdomain — your Atlassian subdomain
  • Email — your Atlassian account email
  • API Token — id.atlassian.com → Security → API Tokens → Create

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Intercom

  • Access Token — Intercom → Settings → Developer Hub → New App → Access Token

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HubSpot Service Hub

  • Private App Token — HubSpot → Settings → Integrations → Private Apps → Create (scope: tickets)

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Webhook Setup (Real-Time)

For real-time sync, register this URL in your platform: 
https://app.fincelo.app/api/webhooks/tickets?connectorId=YOUR_CONNECTOR_ID
Your connector ID appears in Fincelo after connecting.

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CSV Import (Any Platform)

For platforms with no API — export tickets as CSV and upload:
  1. Fincelo → Intelligence → Support → Import from CSV
  2. Upload your CSV file (max 10MB)
  3. Fincelo auto-detects column names across any format
  4. Review mapping → Preview → Import
Supports exports from: Zendesk · Freshdesk · Jira · Kayako · HappyFox · ServiceNow · Salesforce Service Cloud · any custom system. Full CSV import guide →

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What Fincelo Analyses

Every ticket is scored for:
  • Sentiment — hostile / distressed / frustrated / neutral / positive (0-100 score)
  • Revenue risk category — billing dispute, cancellation request, legal threat, competitor mention, product bug, and 6 more
  • Keyword flags — legal language, churn signals, billing keywords, escalation language
Results feed into: Churn Predictor · Customer Playbook · CSM Hub alerts · CFO Morning Brief.