# Kustomer

### What you get

* **One-click escalation from any request.** Click **Escalate ticket** in the request side panel, pick a Kustomer queue or team, and a linked conversation is created with the Siit context pre-filled.
* **Workflow-driven creation.** Use **Create Kustomer conversation** as a workflow step, with approval gating where needed.
* **Audit trail.** Every Kustomer action triggered from Siit is recorded on the request timeline.

### How it works

1. From the request side panel, click **Escalate ticket** and pick **Kustomer**.
2. Choose the queue or team, channel, and priority. Fill in the subject and message.
3. Submit. Siit creates the Kustomer conversation, links it back to the Siit request, and posts the link on both sides.

The same flow is available in workflows (as a **Create Kustomer conversation** action).

### What syncs from Kustomer

* **Conversations created from Siit** — every escalated ticket is tracked with its Kustomer conversation ID and link.
* **Links** — preserved between the Siit request and the Kustomer conversation, visible on both sides.

> **Note** — bi-directional status sync is not currently available for Kustomer. Track resolution either through the Kustomer link on the request or by manually closing the Siit request when work is done.

### Custom field mapping

> **Coming soon.** Custom field mapping for Kustomer is on our roadmap. For now, you can set the standard conversation fields when escalating. To track which fields are exposed, reach out via the in-app chat.

### Connect Kustomer

1. In Kustomer, generate an API key with read/write access to conversations.
2. In Siit, go to **Settings → Integrations**, find **Kustomer** in the Ticketing section, and click **Connect**.
3. Paste the API key and your Kustomer org identifier, then click **Authorize**.
4. Pick the queue(s) and team(s) available for escalation.
5. Test by escalating a sample request from Siit to Kustomer.

Need a more detailed walkthrough? Reach out to support via the in-app chat.

### Common workflows

**Customer escalation.** *Trigger: Service = "Customer escalation". Actions: Create Kustomer conversation in the support queue → Set Siit priority to High → Notify requester.*

**Specialist handoff.** *Trigger: Tag "vip-customer" added. Actions: Manager approval → Create Kustomer conversation in the VIP queue → Notify requester.*

### Troubleshooting

**"Invalid credentials" on connect.** The API key has been revoked or lacks the required scopes. Generate a new one and update Siit.

**Queue missing from the destination picker.** The Siit Kustomer user lacks access to that queue. Update access in Kustomer and re-sync.

**"Conversation created" but no link in Siit.** The Kustomer conversation was created but the back-link save failed. Open the request timeline — the Kustomer conversation ID is logged. Manually re-link if needed.


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