# Help-desk and CRM connections

> Connect Intercom, Zendesk, Freshdesk, HubSpot, Salesforce, Gorgias, Front, Help Scout and Slack to Summer's support workflows.

Canonical: https://gosummer.ai/docs/help-desk-connections
Publisher: Summer

Summer connects customer conversations to the operational records needed to resolve them. Use Summer MCP to inspect and configure your company's connections, then verify that a known conversation reaches the right Summer case. Start with [MCP client setup](https://gosummer.ai/docs/mcp-clients) or the [service connection directory](https://gosummer.ai/docs/service-connections).

Intercom has a built-in credential setup. Slack uses workspace authorization. Zendesk, Freshdesk, HubSpot, Salesforce, Gorgias, Front and Help Scout use an agreed custom API or supported browser workflow. Configure that workflow for your account before relying on it for customer support.

## Intercom

Open **Settings → Integrations → Intercom** and save the access token using the [Intercom setup guide](https://gosummer.ai/docs/provider-integrations#intercom). An MCP agent can inspect the setup and return a local CLI handoff for secret entry.

Verify a known conversation with several messages. Compare the original sender, message order, attachments and latest reply with the case in Summer. Decide which inboxes Summer should cover and which conversations a teammate will handle. A saved token does not import every historical message.

For a billing inquiry, connect the conversation to the original purchase and [Stripe evidence](https://gosummer.ai/docs/service-connections#stripe). For care or fulfillment questions, add the relevant [clinical or pharmacy connection](https://gosummer.ai/docs/clinical-pharmacy-connections).

## Zendesk

For Zendesk, define a [custom integration](https://gosummer.ai/docs/custom-integrations) for the authorized account and the ticket workflow your team needs. Agree the API or permitted portal access, ticket identifiers and where Summer should save its findings.

Test a ticket that has an internal note and a customer reply. Verify that Summer preserves the distinction and finds the latest unanswered request. Confirm the review process for any reply or ticket-status change before enabling it.

## Freshdesk

Configure a custom Freshdesk connection for the required account and inboxes. Start with one ticket your team can inspect directly. Verify its customer, original messages, attachments and current status.

If a care-provider update belongs to that ticket, use the exact customer and purchase references to match it. The [provider-to-help-desk workflow guide](https://gosummer.ai/blog/provider-updates-help-desk) explains how to handle missed or repeated updates.

## HubSpot

Scope a custom HubSpot connection to the support work you need. Identify whether the source is a contact, ticket or another record, then verify those relationships using a known case. A contact's email alone may not distinguish several purchases.

For a vendor support portal built on HubSpot, agree the permitted browser workflow and destination separately from your company's CRM. Check that an inquiry reaches the intended vendor and that Summer retains the original receipt. Portal access and a CRM API connection can serve different accounts and tasks.

## Salesforce

Agree a custom Salesforce connection for the objects and organization your support team uses. Define how a case relates to its customer and operational records before requesting access.

Check one known case and its relevant history. Ask your administrator to verify the connection's record visibility. Summer's connection should preserve the source references needed for a teammate to inspect the same case.

## Gorgias

Set up a custom Gorgias connection around a customer conversation and its associated order. Confirm which service owns the purchase, subscription and shipment; these records may live outside the help desk.

Verify a case with more than one purchase so the workflow cannot silently substitute the latest order. A customer reply should address the specific purchase and any remaining promise recorded in the conversation.

## Front

Use a custom Front connection for the shared inboxes your team authorizes. Confirm how Summer should identify a conversation, distinguish internal comments from messages and hand work back to a teammate.

Test a thread with several participants and a later correction. Compare the original messages with Summer's findings before relying on a proposed reply. Keep existing human ownership visible.

## Help Scout

Configure a custom Help Scout connection for the selected mailbox and conversation workflow. Verify one original conversation, including notes and attachments that affect the customer's request.

Define what happens when a teammate takes over and how Summer will recognize later replies. A closed conversation can still have an unfinished obligation; check the full request before closing the Summer case.

## Slack

Use Summer's [Slack authorization flow](https://gosummer.ai/docs/slack) to connect the workspace, select channels and configure read/post access. Inspect channel history coverage and verify the account rather than assuming every private channel is available.

Slack can supply original provider or team messages that explain a delayed order. Retain the speaker, timestamp and exact source link with the finding. Customer messages and vendor contact follow their configured review and approval requirements.

## What should I ask my MCP agent to do?

Try: "Check my company's Summer integrations for Zendesk and Stripe. Explain which connections already exist, which workflow needs setup, and how we can verify one billing-support case. Give me a secure local handoff for credentials."

The agent can use `summer_integrations_list` and `summer_company_capabilities` to inspect configuration. It can define a custom setup with `summer_integrations_save` and use the [capability checks](https://gosummer.ai/docs/service-connections#how-do-i-connect-a-service-using-summer-mcp) to record progress. Saving a custom setup groups credential fields; the working API or browser path still needs configuration and verification.

## How do I check the complete workflow?

Choose a conversation with a known answer. Match its purchase to the original provider, billing or shipment record. Check the latest customer request and record any unavailable evidence. Review the proposed response and the result needed to finish the case.

Use [cases, plans and approvals](https://gosummer.ai/docs/cases-and-approvals) for daily operation. For the wider design, read [Connecting AI to your EHR, help desk and pharmacy](https://gosummer.ai/blog/telehealth-ai-integrations).