Integrating Supperto With Your Existing Support Stack

One of the most common concerns we hear from potential customers is: "Will Supperto work with our existing tools?" The answer is a resounding yes. Our platform is designed for seamless integration with your current support stack, requiring minimal IT resources and delivering value immediately.

Pre-Integration Planning

Before beginning the integration process, take these preparatory steps:

1. Audit your current support systems: Identify all platforms that handle customer tickets (helpdesk, CRM, chat, email).
2. Define integration goals: Prioritize which systems will benefit most from AI-powered routing.
3. Identify stakeholders: Involve representatives from support, IT, and management in the planning process.

Integration with Major Helpdesk Platforms

Zendesk Integration

Supperto offers a certified Zendesk app that installs directly from the Zendesk marketplace. Once installed:

1. Navigate to Settings > Apps > Supperto
2. Enter your Supperto API key
3. Select which ticket fields should be analyzed by the AI
4. Map Supperto's classification categories to your Zendesk groups

The integration works bidirectionally, with ticket data flowing to Supperto and routing decisions updating the Zendesk ticket automatically.

Salesforce Service Cloud Integration

For Salesforce users, our managed package provides a robust integration:

1. Install the Supperto package from the AppExchange
2. Use the configuration wizard to connect your Supperto account
3. Configure case assignment rules to leverage Supperto's classifications
4. Customize the Lightning component to display AI insights within the case interface

API-Based Integrations

For platforms without direct integrations or for custom support systems, our RESTful API provides flexible integration options:

curl -X POST https://api.supperto.com/v1/classify \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Unable to access my account",
    "description": "I keep getting an error message when trying to log in.",
    "customer_id": "cust_12345",
    "priority": "medium"
  }'
        

The API returns detailed classification data that can be used to route the ticket in your system:

{
  "category": "authentication",
  "subcategory": "login_error",
  "confidence": 0.94,
  "suggested_team": "technical_support",
  "priority_adjustment": "high",
  "estimated_resolution_time": "25m"
}
        

Data Security During Integration

We understand that support tickets often contain sensitive information. During integration, you can:

• Configure field-level data filtering to exclude PII from being sent to Supperto
• Set up private cloud deployment for enterprises with strict data sovereignty requirements
• Enable encrypted webhooks for secure data transmission

Post-Integration Optimization

After completing the technical integration, work with our customer success team to:

• Fine-tune classification models using your historical ticket data
• Create custom dashboards to track routing accuracy and efficiency gains
• Train your support team on how to provide feedback to improve the AI

Most integrations can be completed in under two days, with minimal IT resources required. Our integration team provides hands-on support throughout the process to ensure a smooth deployment.