Get Adesion connected in an afternoon

Overview

Adesion connects to the tools your team already uses, reconstructs each case or deal as a single timeline, and scores every handoff between tools or teams on how much time it costs you. This section walks through setup end to end.

Account setup

Every workspace starts with an owner account created from your invite email. From Settings → Workspace, invite teammates by email; each invited teammate chooses their own password and, on Enterprise plans, can instead be provisioned automatically via SCIM.

Settings
  └─ Workspace
      ├─ Members       (invite & remove teammates)
      ├─ Integrations   (connect & monitor tools)
      └─ Alert rules    (thresholds for SLA & stall alerts)

Connecting your first tool

Go to Settings → Integrations → Add integration and choose a tool. You'll be redirected to that tool's own login screen to grant Adesion read-only access — Adesion never asks for your password directly, and never requests write access.

1. Choose the tool from the integration list.
2. Sign in and approve the read-only OAuth scopes shown.
3. Pick which objects to sync (e.g. tickets, deals, issues).
4. Wait for the initial sync to finish — this typically takes 10–40 minutes depending on history size.

Once two or more tools are connected, Adesion begins reconstructing cross-tool timelines automatically. No manual tagging or mapping is required for supported tools.

Supported tools

Native connectors are available today for:

• Salesforce and HubSpot (CRM)
• Zendesk and Intercom (helpdesk)
• Jira and Linear (issue tracking)
• Slack (thread and mention tracing)

Anything else can be connected through the custom webhook intake described below.

Custom webhook intake

If your tool isn't natively supported, send case events to your workspace's intake endpoint and Adesion will fold them into the same cross-tool timelines.

POST https://ingest.adesion.it.com/v1/events
Content-Type: application/json
Authorization: Bearer <workspace_intake_key>

{
  "case_id": "external-4821",
  "event": "handoff",
  "from_team": "support",
  "to_team": "fulfillment",
  "timestamp": "2026-08-14T09:32:00Z"
}

Full field reference is available in the API section below.

Understanding bottleneck scores

Every handoff between two teams or tools receives a score from 0–100 based on three signals:

• Wait time — how long cases typically sit at this handoff relative to your organisation's baseline.
• Volume — how many cases pass through this handoff, since a slow-but-rare handoff matters less than a slow-and-common one.
• Downstream impact — how much a delay here pushes back every later step in the case.

Scores recompute nightly on Growth and Enterprise plans, and weekly on Starter. A score above 75 is treated as worth investigating this week; Adesion surfaces the top three each week in your digest.

Alerts & thresholds

By default, Adesion alerts when a case is projected to breach an SLA you've configured, or when it has been idle at a single handoff for longer than double that handoff's typical wait time. Thresholds are configurable per workspace under Settings → Alert rules.

API reference basics

The Adesion API is read-only and available on Growth and Enterprise plans. All requests require a bearer token generated from Settings → API keys.

GET https://api.adesion.it.com/v1/handoffs?team=support&since=2026-08-01
Authorization: Bearer <api_key>

200 OK
{
  "data": [
    {
      "handoff": "support->fulfillment",
      "avg_wait_hours": 100.8,
      "score": 92,
      "case_count": 34
    }
  ]
}

Rate limits

API requests are limited to 120 requests per minute per workspace on Growth, and 600 per minute on Enterprise. Responses include X-RateLimit-Remaining and X-RateLimit-Reset headers.

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