Service Integrations: Source Systems and Data Feeds - Spine Innov Labs

The Service domain connects to multiple source systems through Spine Fabric connectors and MCP interfaces. Each system feeds a distinct slice of the support lifecycle.

Integration Reference

Source System	Data Provided	Service Use Case
Zendesk	Tickets, macros, satisfaction	Case queue, interaction history, feedback scores
Salesforce Service Cloud	Cases, contacts, entitlements	Case details, customer profiles, SLA terms
Freshdesk	Tickets, contacts, solutions	Case queue, interaction threads, solution articles
Intercom	Conversations, contacts	Chat transcripts, customer metadata
Twilio	Calls, SMS logs	Voice and message interaction records

Spine Fabric normalizes entities from each system into the shared service model. A Zendesk ticket and a Salesforce case both map to the Case entity. An Intercom conversation and a Twilio call both map to the Interaction entity.