How it works
- Connect with an API token. Under Feedback sources in Settings → Integrations, an admin enters your Zendesk subdomain, an agent's email, and a Zendesk API token.
- Crumb pulls tickets incrementally. Each sync uses Zendesk's incremental ticket export to fetch tickets updated since the last run, starting 90 days back. It reads each ticket's subject and description, plus the requester's name and email.
- AI separates feedback from support (Cloud). On the Team plan and up, Crumb's AI keeps feature requests, bug reports, usability complaints, and integration asks, and drops how-to questions, billing, and password resets.
- Duplicates fold in, new requests land. A close match to an existing item is merged into it, with an internal note linking the ticket. A confident new request from a requester with an email becomes an item. Anything borderline waits in Needs triage at the top of your inbox.
- Accounts come from the requester. A known customer email maps to its account. Otherwise Crumb guesses an account name from the email domain, which you can change.
What syncs
| What | Direction | When |
|---|---|---|
| Ticket subject and description | Zendesk → Crumb | Each sync, once per ticket |
| Requester name and email | Zendesk → Crumb | To match the customer to an account |
| Ticket link | Zendesk → Crumb | In the note when a request merges into an existing item |
| Later comments on the ticket | Not synced | Each ticket is read once |
| Anything from Crumb | Not synced | Nothing is written to Zendesk |
Without Crumb's AI, on self-host or once the monthly AI allowance runs out, every ticket lands in Needs triage instead, so nothing is silently skipped. A large backlog comes in over several runs, each one picking up where the last stopped, and each ticket is read once, so a later sync never files it twice.
Setup
Crumb Cloud: on the Team plan and up, add your subdomain, agent email, and API token under Feedback sources in Settings → Integrations. The AI filter is included, and each ticket it reads counts toward your monthly AI allowance.
Self-hosted: the same three fields, with no app to register. Without the Cloud AI filter, each ticket lands in Needs triage, where you map it to an account and keep or dismiss it. Schedule pulls by calling POST /api/v1/internal/feedback-sync from a cron with your sweep secret, or press Sync now.
Other feedback sources
Crumb pulls from Intercom, Freshdesk, and Gong the same way, and every source lands in the same inbox as your widget feedback.
Frequently asked questions
Will Crumb email the customer who opened the ticket?
No. Automatic updates only go to people who sent feedback through Crumb's widget. Customers pulled in from Zendesk never opted into Crumb's emails, so follow up in Zendesk.
Does Crumb read every comment on a ticket?
No. It reads the subject and the ticket's description, once. Later comments, or a request that surfaces halfway through a thread, aren't picked up.
Does Crumb change anything in Zendesk?
No. It only reads tickets through Zendesk's API with the token you provide. Nothing is written back.
What changes when I self-host?
Tickets still sync, but without the Cloud AI filter. Every ticket lands in Needs triage, where you map it to an account and keep or dismiss it.
How far back does the first sync go?
90 days. After that, each sync picks up tickets updated since the previous one.