> For the complete documentation index, see [llms.txt](https://boundaryai.gitbook.io/boundaryai-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://boundaryai.gitbook.io/boundaryai-docs/bringing-in-your-feedback/connect-to-your-existing-systems.md). # Connecting your tools Connectors let you pull feedback into BAI Analytics directly from the tools your team already uses (support desks, project trackers, and developer platforms) and analyse it alongside surveys, uploads, and scraped reviews. Once connected, a platform keeps feeding new tickets and conversations into your Feedback Groups automatically, with no exports, no copy-pasting, and no scheduled scripts. This page covers how connectors work end-to-end: what platforms are supported, how to connect one, how to configure what you import, and how the imported data behaves once it lands in BAI Analytics. For the container that holds connector data, see [Feedback Groups](/boundaryai-docs/feedback-groups/feedback-groups.md). For other ingestion paths, see [Uploading an Existing Dataset](/boundaryai-docs/bringing-in-your-feedback/uploading-an-existing-dataset.md), [Social Listening](/boundaryai-docs/bringing-in-your-feedback/social-listening.md), and [Creating a Survey](/boundaryai-docs/bringing-in-your-feedback/surveys/editor.md). *** ### When to use a connector Use a connector when: * Your support team uses **Zendesk, Freshdesk, Intercom, Front, ServiceNow, HubSpot Service Hub**, or **Salesforce Service Cloud** and you want every customer ticket (past and ongoing) analysed for themes, sentiment, and monitored issues. * Your product team tracks bugs and feature requests in **Jira, Linear, GitHub, GitLab, Asana, ClickUp, Trello, Shortcut, Wrike, or Teamwork** and you want to mine those for recurring patterns. * Your tool isn't in the native catalogue but it's one of the thousands of apps on **Zapier**, and a Zap can push its feedback into BAI Analytics (see Importing through Zapier below). * You want **always-on** ingestion: new tickets land in BAI Analytics within minutes of being created or updated in the source platform, without anyone exporting a CSV. If your data is already exported as a spreadsheet, [Uploading an Existing Dataset](/boundaryai-docs/bringing-in-your-feedback/uploading-an-existing-dataset.md) is faster. If you need responses from outside any platform you control (public reviews, social posts), see [Social Listening](/boundaryai-docs/bringing-in-your-feedback/social-listening.md). *** ### Supported platforms BAI Analytics connects securely to each tool, so a single sign-in brings their tickets and conversations into one consistent view, whichever platform they come from. Three categories are supported today: #### Customer support & service Zendesk, Freshdesk, Intercom, Help Scout, Front, ServiceNow, Salesforce Service Cloud, HubSpot Service Hub, Kustomer. #### Project management Jira, Asana, Linear, ClickUp, Trello, Shortcut, Wrike, Teamwork. #### Developer tools GitHub, GitLab. Each platform exposes a slightly different feature set on the source side: for example, *priority* and *due date* exist in Jira but not in Trello, *ticket type* in Zendesk but not in Linear. BAI Analytics knows what each platform supports and only shows configuration options that are actually applicable, so you never see a filter that does nothing. {% hint style="info" %} **Don't see your tool?** We support dozens of platforms; the list above is what's available out of the box. If you need one that isn't listed, contact us via the upgrade prompt in-app. {% endhint %} *** ### Plan availability Connectors are available on the **Standard** plan and above. Starter-plan users see the catalogue but the *Connect* action is replaced with an upgrade prompt. Within an entitled plan, every supported platform is available. There are no per-platform paywalls. *** ### Connecting a platform The flow takes about a minute and runs entirely inside BAI Analytics; there is nothing to install on the source platform. #### Where to start There are two entry points: * **Integrations Hub**: open it from the main navigation (the *Native Connectors* section) to set up a connection without choosing a Feedback Group yet. * **Inside a Feedback Group**, on the *Connectors* tab, when you already know which group the data should land in. Both routes lead to the same authorisation flow. #### The flow {% stepper %} {% step %} ### Pick a platform Click any tile in the platform grid. {% endstep %} {% step %} ### Sign in A secure sign-in window opens. Sign in to your platform and grant read access. BAI Analytics guides you through each platform's specific steps (such as your Zendesk subdomain or Jira workspace). {% endstep %} {% step %} ### Confirm Once you're connected, the platform appears in the *Connected* list with a green status badge. Your credentials stay with the source platform. BAI Analytics never sees your password. {% endstep %} {% endstepper %} You can connect **one account per platform** per organisation. Reconnecting the same platform replaces the existing connection, useful if the original was set up by someone who has since left the team. *** ### Configuring an import Connecting the account is step one. Step two (usually opened immediately afterwards) is telling BAI Analytics what to bring in. #### Pick a destination Feedback Group Choose which Feedback Group the imported tickets should land in. Most teams create a dedicated group per source ("Customer Support: Zendesk", "Engineering Bugs: Jira"); some prefer a single group that mixes channels. Either works. #### Choose a time range | Option | Imports tickets created in… | | --------------------------------- | ------------------------------------------ | | Last 7 / 30 / 90 / 180 / 365 days | …the chosen window. | | All time | …the entire history of the source account. | | Custom range | …a specific start-and-end window. | BAI Analytics shows an estimated ticket count for the chosen range so you can size the import before pressing Start. #### Apply filters Filters narrow what gets imported. Available filters depend on the source platform: * **Status**: open, closed, in progress, on hold (or *all*). * **Priority**: urgent, high, normal, low (or *all*). * **Ticket type**: bug, feature, question, task, incident, etc. * **Assignee**: assigned, unassigned, or *all*. * **Due date**: overdue, due today, due this week, no due date, or *all*. * **Collections**: multi-select picker for the platform's native containers (Jira *Projects*, Trello *Boards*, Zendesk *Groups*, Freshdesk *Groups*, GitHub *Repositories*, etc.). Filters apply to both the initial bulk import and to every continuous-import sync after it, so a "support tickets, closed, last 30 days" connector will keep importing freshly-closed support tickets in subsequent cycles, not random new ones. #### Pick the fields to import The field selector lets you choose exactly which **standard fields** (status, priority, assignees, tags, etc.) and which **platform-specific custom fields** to bring in. Standard fields become metadata you can segment by in the analysis view; custom fields are useful when your team relies on custom Zendesk tags, Jira fields, or similar. If you don't want to think about this, leave the defaults. They cover the fields almost everyone uses. #### Toggle continuous import A single checkbox controls whether the connection is **one-shot or always-on**: * **One-shot**: imports the matching tickets once, then stops. New tickets created later in the source platform will not appear unless you re-import manually. * **Continuous**: imports the initial batch *and* keeps pulling new and updated tickets on a recurring 30-minute cadence. Most teams choose continuous; one-shot is useful for historical migrations. {% hint style="info" %} **Monitoring is not part of import setup.** The group's monitors with **Auto-cover new sources** switched on watch a new connector source automatically, and the confirm step shows which ones will apply. Manage them from the group's **Manage monitoring** panel; see [Custom Monitoring](/boundaryai-docs/analysing-your-feedback/custom-monitoring.md). {% endhint %} *** ### The initial import When you press **Start import**, BAI Analytics: 1. Starts an import you can track. 2. Begins pulling your tickets in the background, working through them page by page. 3. Shows a progress toast in the corner of the screen: *"Fetching tickets…"* → *"Importing 240 / 410 to Customer Support: Zendesk"* → *"410 tickets imported. View analysis."* You can navigate away and keep working; the toast follows you. When the job completes, the connector's data appears as a source in its target Feedback Group with a *Connector* badge, and the *Open analysis* link becomes active. Very large historical imports are processed in batches automatically, so even a long history imports reliably. *** ### Continuous import For connectors with continuous import enabled, BAI Analytics runs an incremental sync **every 30 minutes** in the background. Each sync: 1. Checks the source platform for tickets created or updated since the last successful sync, with the configured filters applied. 2. De-duplicates against tickets already imported into BAI Analytics. 3. Analyses the new tickets the same way as everything else. The auto-import cadence is fixed at 30 minutes; on most plans, **manual** syncs are the right tool when you need fresher data than that. #### Fetching new data on demand From the connector's data-source card on the qualitative overview page (or from the surveys list), click **Fetch new data**. BAI Analytics: 1. Asks the source platform to fetch its latest data from your Zendesk / Freshdesk / Jira / etc. *now* rather than waiting for the next scheduled sync. 2. Pulls any tickets the refresh surfaced. 3. Shows the result inline: *"Imported 3 new tickets"*, *"No new tickets to import"*, or an error message with detail. The card displays the **exact "Last import" timestamp** and the **next auto-import ETA** so you always know how fresh the analysis is. The forced-refresh step depends on your plan; where it isn't available, the sync simply falls back to the most recent data already pulled rather than waiting for the next 30-minute cycle. #### Pausing, editing, and disconnecting From the Integrations Hub or the connector's data-source card, you can: * **Pause** continuous import: the connector stops syncing but retains its filters and field selection so you can re-enable later in one click. * **Update filters**: change which tickets future syncs include without re-importing the past. * **Disconnect** the linked account: stops all syncs and removes the connection to the source platform. Already-imported tickets stay in your Feedback Group; only the live link to the source platform is cut. #### Failure handling If a sync fails (for example, your platform credentials expired), BAI Analytics shows the error on the data-source card with the message from the source platform. If it keeps failing, the connection is paused so it stops retrying; re-enabling it is one click once you have fixed the issue. *** ### What connector data looks like in a Feedback Group Once imported, tickets appear as a single source inside the destination Feedback Group, with a *Connector* badge so you can tell at a glance which sources are live. Per-ticket mapping: * The ticket **subject and body** become a Long Answer response, the field the AI analyses for themes and sentiment. * **Comments** on the ticket are appended as additional context (where you opted to include them). * **Status, priority, assignees, ticket type, tags, due date** become metadata fields, available for segmentation in the analysis view. * Any **custom fields** you selected come through as additional metadata. This means a connector source participates fully in cross-source analytics inside its Feedback Group: Grouped Themes (previously called Super-Themes) will cluster connector tickets together with relevant survey responses or scraped reviews, and group-scoped reports include them automatically. #### The data-source card On the qualitative overview of a connector source, a *Data Source* card surfaces: * The connected platform (logo, name, status badge). * **Last import** with full date and time-of-day precision. * **Next auto-import** ETA, with a relative countdown ("in 12 m"). * The persisted filters as **read-only chips** (status: closed, priority: high, collections: 3 selected, etc.) so you can see exactly why some tickets may be excluded. * A **Fetch new data** button to trigger a manual sync. * A direct link to the Integrations Hub for editing or disconnecting. *** ### The Integrations Hub The Integrations Hub (open it from the main navigation) is the central management surface for everything connector-related. The *Native Connectors* section shows: * A header with the count of connected accounts and a **Connect new** button. * A **Connected accounts** list: one card per linked platform with status, connection date, and a disconnect button. * The **available platforms grid** with a green checkmark on platforms you've already connected. * A **Next steps** banner that links into Feedback Groups once you have at least one connection live. Sibling sections of the same hub cover API Keys, Webhooks, and Web & Social Media Credits. They are intentionally separate from connectors because their auth model and use cases are different. *** ### Importing through Zapier If a tool isn't in the native catalogue, **Zapier** can bridge it: a Zap watches your source app and pushes each new piece of feedback into BAI Analytics through the API. {% stepper %} {% step %} ### Create an API endpoint source From the dashboard's **Import data** tile (or a Feedback Group's connectors tab), create an **API endpoint**. This gives you a destination for the data and an **API key**. {% endstep %} {% step %} ### Build the Zap In Zapier, choose your source app as the trigger, then add an action that posts to the BAI Analytics endpoint. The endpoint's detail panel shows a **Connect with Zapier** walkthrough with the exact values to paste, and an **Open Zapier** shortcut. {% endstep %} {% step %} ### Authenticate Use the API key as a Bearer token (`Authorization: Bearer `). Zapier's *Test Connection* step verifies it instantly against the API. {% endstep %} {% step %} ### Test and switch on Send a test item; it lands in the endpoint's source like any other feedback, deduplicated on retries, and is analysed automatically. {% endstep %} {% endstepper %} Data imported through Zapier behaves exactly like native connector data: it participates in Grouped Themes, is covered by auto-covering monitors, and rolls into reports. Building something more custom than a Zap? The same endpoint speaks a full [API](/boundaryai-docs/api-and-webhooks/getting-started.md) with bulk pushes, analysis read-back, and [webhooks](/boundaryai-docs/api-and-webhooks/webhooks.md). *** ### Best practices * **One Feedback Group per source per audience.** A single mixed group is fine for small operations; for larger ones, splitting *"Support: EU"*, *"Support: US"*, and *"Engineering bugs"* keeps Grouped Themes meaningful. * **Be specific with filters.** *"All tickets, all time"* is rarely what you want. Filter to closed support tickets if you care about resolved issues; filter to a single Jira project if you only analyse one team. * **Pick the custom fields you actually use.** The standard fields cover most analyses; only add custom fields if your team uses them for routing, tagging, or escalation. * **Use *****Fetch new data***** to validate the connection right after setup.** It surfaces auth issues immediately rather than 30 minutes later. * **Don't worry about the 30-minute cadence.** BAI Analytics ensures tickets are not lost between syncs even if a sync returns empty. The next run will pick them up. * **Re-authenticate proactively when seats change.** If the team member who originally connected the platform leaves, reconnect the integration so the long-lived token doesn't unexpectedly expire. * **Disconnect, don't delete.** Disconnecting the connector keeps imported tickets and analyses available; deleting the survey loses them.