set up integrations

go to your aside dashboard, select your workspace, and click the integrations tab. you'll see the three available connectors — jira, zendesk, and slack — each with an enable button and a status badge showing whether they're connected.

click connect next to jira. enter your jira domain (e.g. yourco.atlassian.net ), the email attached to your jira account, and an api token generated from id.atlassian.com . aside uses this to create tickets on handoff — the ticket body includes the full session transcript, page sequence, and user identity if set.

click connect next to zendesk. enter your zendesk subdomain, admin email, and api token from zendesk admin → apps & integrations → apis → zendesk api. aside creates a ticket when the agent can't resolve the issue, so your support team gets full context without asking the user to repeat themselves.

click connect next to slack. paste a webhook url — you can create one in your slack workspace under api.slack.com/apps → incoming webhooks. aside sends two types of messages: a daily digest of session stats, and an immediate notification on every handoff with a link to the ticket.

routing rules decide which integration receives a handoff based on the topic the agent detected. rules are evaluated in priority order — lowest number wins. a wildcard rule * acts as a fallback. configure these in workspace settings → handoff routing.

// example routing rules (configured in workspace settings)
[
  {
    "match": "billing",
    "destination": "zendesk",
    "priority": 1
  },
  {
    "match": "technical",
    "destination": "jira",
    "priority": 2
  },
  {
    "match": "*",
    "destination": "slack",
    "priority": 99
  }
]

start a new session via the widget on your site. ask a question the agent can't resolve — something off-topic or requiring human judgment. the agent will say it's escalating and close the session. then check your connected tool: a ticket should appear within a few seconds with the full transcript attached. if it doesn't, verify that your api token has write access and the routing rule matches.