Frequently Asked Questions

Synthight is a customer intelligence platform. It connects to the support tools you already use — Zendesk, Intercom, Freshdesk, Freshchat, Gorgias — and continuously reads every conversation flowing through them, turning raw ticket volume into structured findings, topics, customer profiles, and reports. See What is Synthight?

No. Synthight is not a helpdesk — it reads and analyzes conversations but never sends replies. Your team keeps responding in Zendesk, Intercom, or whichever tool you already use; Synthight's integrations are read-only.

No. Synthight builds its topic and finding structure automatically from your actual conversations, and you can rename, merge, and tune it once you see what it's found.

Yes. The Free plan is $0 with a 100-ticket allowance and no time limit. Starter, Pro, and Scale all include a 15-day trial. See Plans and billing.

Roughly fifteen minutes of setup — create your account, connect your first channel, and wait for the initial sync. Synthight only analyzes tickets once they're closed or resolved, so findings appear once your existing closed tickets finish processing. See the Quickstart.

Synthight only analyzes tickets that are closed or resolved — open tickets aren't processed yet. If your helpdesk has few closed tickets, give it time or resolve a backlog to see results sooner.

Yes — language and other localization settings are available from your account preferences. See Language and localization.

Yes, and you can switch between them from the organization switcher without signing out. See Switching between organizations.

Zendesk, Intercom, Freshdesk, Freshchat, and Gorgias, all connected from Workspace → Connections.

Yes. Every connected support tool is authorized for read access only — Synthight cannot reply to customers or modify records in the source system.

Yes — all paid plans include unlimited integrations, so you can connect Zendesk, Intercom, and any of the others simultaneously.

Nothing. Disconnecting only stops new conversations from syncing; everything already imported stays in Synthight and remains searchable.

Every conversation gets exactly one topic — the overall subject it's about, like "Billing & Invoices." That same conversation can also surface zero, one, or several findings — specific, evidenced problems or requests. Topics show shape and volume; findings give you a prioritized, actionable list. See Topics vs. findings.

Yes. Topic and finding assignment happen independently, so a conversation filed under "Account Setup" can still surface a finding about pricing confusion if that's genuinely what came up.

Yes — similar findings pulled from different conversations can be merged into one, consolidating their evidence and volume. See Merging duplicate findings.

Yes, directly from either view — see Creating a findings report and Creating a topics report.

It's a composite score built from tone, support outcomes, engagement patterns, and issue severity/spread — not a single metric — recalculated automatically as new tickets come in. It's simplified into a Low, Medium, or High label. See How churn risk is calculated.

No — a company's churn risk is a weighted average of the churn risk of the people at that company, not a separately computed formula.

Yes — you can build lists of people or companies for tracking or reporting. See Building lists.

Yes, both are tracked with their own profiles, sentiment, and churn risk — see Tracking people and Tracking companies.

A Simulation runs your questions against an AI persona panel — either fully synthetic or built from real people/companies already in your workspace — and gives directional answers in minutes without waiting on real respondents. An Interview is a live, spoken conversation where real people talk out loud with an AI voice agent over a shareable link.

No — only one simulation can be actively processing at a time; starting a new one is disabled until the current run finishes.

They speak — interviews are live, spoken conversations with an AI voice agent, not a text chat.

Yes — that's what Tests are for, validating a specific hypothesis against evidence already in your conversations rather than running new research. See Validating hypotheses with tests.

Six: Findings, Topics, People, Companies, Interviews, and Simulations — each built from a ranked or hand-picked selection of that source. See Report types explained.

No. Every KPI, chart, and table is computed the same way it's computed elsewhere in Synthight; the AI only writes the narrative sections around numbers that are already calculated, and is explicitly instructed not to invent or recalculate figures.

Yes — reports can be viewed, exported, and managed from the Reports section. See Viewing, exporting, and managing reports.

Owner (full access and control), Admin (manages team and settings), Analyst (creates simulations, manages signals and topics), and Guest (view-only access to all data). Only Owners and Admins can invite members or change roles. See Inviting and managing team members.

Nothing is affected — findings, reports, and any other content they created stay in the workspace.

All plans, including Free, include unlimited team seats — pricing is based on ticket volume, not headcount.

By ticket volume, with unlimited team seats on every plan — Free, Starter, Pro, Scale, and Enterprise, each with a different included ticket allowance and per-ticket overage rate. See Plans and billing.

Analysis never stops — every plan's allowance is a soft cap. Tickets beyond it are billed as overage at that plan's per-ticket rate, accrued through the billing period and charged automatically alongside your next renewal.

Use Request Cancellation in Workspace → Billing. This sends a cancellation request to the Synthight team rather than canceling immediately — your subscription stays active until the request is processed.

Production customer data is stored in the EU (AWS eu-central-1, Frankfurt), supporting GDPR data-residency expectations for EU customers. See Security and data handling.

Yes — every workspace is a logically isolated organization, enforced with database-level Row-Level Security, not just an application-layer check.

Yes — from Account → Settings → Delete Account. This permanently deletes your personal account and data and requires your password to confirm; it can't be undone.