SupportLogic connects with your support ticketing system (Salesforce Service Cloud, Zendesk, Freshdesk, Microsoft Dynamics, ServiceNow, and so on), continuously monitors the support tickets and extracts customer signals (frustration, confusion, negative sentiments etc), maintains context (sentiment score, attention score) over time and predicts customer escalations in advance. Whenever SupportLogic detects a notable event, it will push the event to Gainsight and the customer account where this signal was detected.
To enable this, we recommend that you create a user in Gainsight with appropriate permissions. On the SupportLogic side, you can provide Gainsight connection details such as Gainsight domain, Gainsight API key, and the email of the user that created for this integration. Once the connection is established, SupportLogic will automatically push notable events to Gainsight.