> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spineworkspace.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Domain: How Spine Fabric Assembles Context

> Learn how Spine Fabric ingests support sources, unifies entities and events, assembles context, and projects into the Service domain views.

Spine Fabric turns scattered support signals into a coherent Service domain. Cases, interactions, SLAs, and feedback from multiple helpdesk systems are unified into one workbench where reps can see the full customer picture.

### Sources and Scopes

| Source | Scope | Data Provided |
| - | - | - |
| Zendesk | Tickets, macros, satisfaction | Case records, 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 |

### Event Sequence

1. **Ingest** — Spine pulls updates via API or webhook from each helpdesk.
2. **Normalize** — Cases, customers, and interactions are mapped to the shared Service model.
3. **Enrich** — Customer profiles, SLA terms, and prior case history are linked.
4. **Assemble** — A rep's current context (open cases, SLA risks, assigned escalations) is built on demand.
5. **Project** — The assembled context is rendered into Case Queue, SLA Dashboard, Customer History, and other views.

When a ticket is updated in Zendesk, Spine Fabric emits an event, refreshes the queue, and may alert Twin if an SLA breach is imminent.

### Related

* [Service Integrations](/internal-docs/domains/service/integrations)
* [Service System Flow](/internal-docs/domains/service/system-flow)
* [Platform Spine Fabric](/platform/spine-fabric)


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