Swantide integrates with ticketing systems so you can bring the context behind your Salesforce work (requests, bugs, change history) right next to your org's metadata. Once connected, Swantide pulls in your tickets and their comments automatically.
Don't see your ticketing system? Reach out to your Swantide Customer Success team and let us know which system you use. We're actively adding new integrations, and your requests help us prioritize what we build next.
Before you start, confirm you have:
Owner access, or Admin permission for Ticketing, in your Swantide org
An account in your ticketing system with permission to authorize third-party integrations for your workspace. We recommend a dedicated integration user (see below).
Who Has Access
Owners automatically have access to the ticketing feature. Everyone else starts with no access, and Owners can grant teammates access by updating their user permissions.
Each Swantide org has one ticketing connection. Once it's set up, every teammate with Ticketing permissions works from that same shared connection. They don't need to connect their own accounts.
Ticketing permission levels:
None (default)
Viewer
User
Admin
To give a teammate access:
In the left navigation under Setup, click Users.
Find the teammate and open their permissions.
Set their Ticketing permission to Viewer, User, or Admin, and save.
Choosing Which Account to Connect
Because the connection is shared across your Swantide org, it uses the access of the account that sets it up:
Visibility follows that account. Swantide can see the projects and tickets the connecting account can see in your ticketing system, and teammates with Ticketing access work from that same view.
Actions are made as that account. When anyone creates, updates or assigns a ticket from Swantide, it currently appears in your ticketing system as coming from the connecting account.
Our recommendation: connect with a dedicated integration user, such as a "Swantide Integration" account, rather than a personal one. This makes it easy to control exactly which projects Swantide can access, keeps Swantide activity clearly labeled in your ticketing system, and keeps the connection working if a team member changes roles or leaves.
Step 1: Open Integrations
Log in to Swantide at app.swantide.com.
In the left navigation under Setup, click Integrations.
Scroll to the Ticketing Systems section to see the systems available to connect.
Step 2: Connect Your Ticketing System
Find your ticketing system and click Connect.
You'll be redirected to your ticketing system. Log in with the account you want to connect (we recommend your integration user) and approve access for Swantide.
Once approved, you'll return to Swantide and the system will show a Connected status.
Your first sync starts automatically. Depending on the size of your workspace, it may take a few minutes for tickets and comments to appear.
This connection is shared across your whole Swantide org, so it only needs to be set up once.
Step 3: Confirm Your Data Is Syncing
After connecting, the ticketing system card shows:
Last refreshed: when Swantide last pulled data from the system
Tickets stored: the number of tickets Swantide has ingested
Comments stored: the number of ticket comments Swantide has ingested
Swantide refreshes your ticket data automatically. To pull the latest changes right away, click Sync now.
What You Can Do Next
Once connected, you can summarize, create, update and assign tickets directly from the AI Assistant, and see what your team is working on alongside your org's metadata. For example prompts to get started, see the Ticketing prompt library.
Disconnecting a Ticketing System
Go to Setup → Integrations.
On the connected system's card, click Disconnect and confirm.
Because the connection is shared, disconnecting stops syncing for everyone in your Swantide org. You can reconnect at any time.
Need help? Contact support@swantide.com or reach out to your Swantide Customer Success Manager.