> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fincelo.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Intelligence Overview

> How Fincelo analyses external support tickets to predict churn, inform playbooks, and alert CSMs.

## Overview

Fincelo's Support Intelligence Layer connects to your customers' support ticketing systems — Zendesk, Freshdesk, Jira, Intercom, HubSpot, or any custom platform via webhook or CSV — and runs AI analysis on every ticket to extract revenue risk signals.

***

## Why Support Tickets Matter for Revenue

A customer's support behaviour predicts churn better than almost any other signal:

* **Legal language** in a ticket → 35-point churn risk boost
* **Cancellation language** → 25-point churn risk boost
* **Sentiment declining over 30 days** → 15-point churn risk boost
* **3+ escalations in a month** → 10-point churn risk boost
* **Competitor mentions** → expansion defence play triggered

These signals are invisible without a support intelligence layer.

***

## How It Works

```
External ticket raised (Zendesk / Freshdesk / Jira / etc.)
        ↓
Fincelo pulls ticket via API or webhook (real-time or 15 min poll)
        ↓
Keyword detection (instant — no AI needed):
  Legal keywords / Churn keywords / Billing keywords / Escalation keywords
        ↓
AI sentiment analysis (Claude):
  Scores 0-100 · Labels: hostile / distressed / frustrated / neutral / positive
        ↓
Comment thread fetched and re-analysed:
  Real sentiment often in replies, not first message
        ↓
Customer intelligence summary updated
        ↓
Downstream propagation:
  → Churn Predictor updated
  → Customer Playbook generated
  → CSM Hub alert (if hostile/legal)
  → CFO Morning Brief updated
```

***

## Revenue Risk Categories

Every ticket is categorised:

| Category             | What it means                                         |
| -------------------- | ----------------------------------------------------- |
| Legal Threat         | Customer mentions legal action, lawyer, lawsuit       |
| Cancellation Request | Customer mentions cancelling, switching, alternatives |
| Billing Dispute      | Invoice errors, overcharging, refund requests         |
| Payment Issue        | Failed payments, access blocked after payment         |
| Competitor Mention   | Customer names a competing product                    |
| Product Bug          | Feature not working correctly                         |
| Performance Issue    | Slow response, downtime, timeouts                     |
| Feature Gap          | Customer asking for missing functionality             |
| Integration Issue    | API, webhook, or integration problems                 |
| Onboarding           | Setup and getting-started questions                   |
| General              | Everything else                                       |

***

## Sentiment Scoring

| Label      | Score Range | Meaning                                                  |
| ---------- | ----------- | -------------------------------------------------------- |
| Hostile    | 0–25        | Legal threats, aggressive language, cancellation demands |
| Distressed | 26–40       | Urgent, frustrated, at risk of churning                  |
| Frustrated | 41–55       | Unhappy but not at extremes                              |
| Neutral    | 56–74       | Factual, informational                                   |
| Positive   | 75–100      | Happy, complimentary, satisfied                          |

***

## CFO Morning Brief — Support Section

Every morning at 6:30 AM IST, the CFO brief includes:

* Customers with legal threats (immediate attention)
* Customers with cancellation signals (ARR at risk shown)
* Customers with declining sentiment trends
* Total open tickets across all platforms
* Total ARR at risk from support signals

[Connect your first platform →](/support-intelligence/connectors)