Intercom

This section will cover ClearFeed <> Intercom integration

ClearFeed's integration with Intercom brings the power for agents and requesters to create bi-directionally synced Intercom tickets right from Slack.

Integrate Intercom

1. Navigate to the integrations page on the ClearFeed web app (https://web.clearfeed.app/settings/integrations)

2. Under the list of integrations, you'll find Intercom as shown below.

3. Click on Connect button.

4. You will be redirected to Intercom login. Sign in using the account you want to integrate with ClearFeed.

5. Once you sign in, you will need to authorize ClearFeed to integrate with Intercom by clicking on Authorize Access

6. You will then be redirected to the ClearFeed web app where you will get a success message.

Enable Ticketing

1. On the ClearFeed web application, open the Collection where you want to enable Ticketing

2. Click on the Settings tab, and expand the Ticketing section.

3. Enable the toggle, and choose Intercom as the Ticketing platform.

4. Choose the Trigger Mode: Emoji (Manual) or Automatic

   • Emoji: Create tickets when the configured emoji is used on a message.

   • Automatic: Create tickets for all new messages on a channel.

5. Ask for Requestor Email: Enable this checkbox to associate a separate requestor email for tickets initiated by responders.

Note: This feature is helpful for agents filing tickets on behalf of requestors (customers or internal users). It allows them to associate the ticket with the requestor's email address instead of their own.

1. Click on Save to save the integration successfully

Create Tickets

Create Tickets Manually (using Emoji)

How to use emoji reaction to manually create an Intercom ticket?

1. A conversation is initiated on the request channel.

2. React to the first message on the thread using the 🎟️ emoji.

3. An Intercom ticket is created for the thread. All messages in the thread (along with the attachments) are synced to the ticket.

Create Tickets Automatically

Automatically convert threads to Intercom Tickets

1. Every new conversation (Slack thread) that is initiated on the request channel gets converted into an Intercom ticket automatically.

2. As soon as the ticket conversation occurs, ClearFeed posts a message on the Slack thread sharing the Intercom ticket details.

Create Tickets from Triage

How to file Intercom tickets from triage channel?

Requests in the Triage channel can be easily converted to Intercom tickets using the More Actions button. Follow the steps below to do so:

1. For any request on the Triage channel, click on the More Actions button.

2. This will open a modal. Here, select the File an Intercom Ticket option and proceed.

3. This successfully converts the request into an Intercom ticket.

The corresponding request channel thread on Slack now displays the title, ID, and Status of the Intercom ticket.

Functionalities

• Replies on the Slack thread and the Intercom ticket are synced bidirectionally.

• The corresponding request channel thread on Slack now displays the Title, ID, URL, and Status of the Intercom ticket.

• Status changes from Intercom are reflected on Slack.

• ClearFeed adds the following labels to the Intercom ticket: slack-channel-name, clearfeed, name of the form used to create the ticket.

• Public comments from the triage channel are also synced back to the Intercom ticket.

• Status change updates are posted on the thread when the Intercom ticket is moved to Solved status.

Settings

Sync Settings

Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread.

For all Tickets

To configure common sync settings for all new tickets - follow the steps below:

1. Access Sync Settings by navigating to Objects

2. Choose your Message Sync Mode

3. Select whether status updates are shared in the Status Sync Mode setting

For Individual Tickets

You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings.

Only Responders can configure Sync Settings for individual tickets from the request channel in Slack

Message Sync Mode

Determines how messages are synced between Slack and Zendesk.

• 2-way sync between Zendesk and Slack thread: Replies from Slack are posted on Zendesk and comments from Zendesk are synced to Slack.

  • Only forward sync from Slack thread to Zendesk: Replies from Slack are posted on Zendesk but comments from Zendesk are not posted back on Slack.

• Only backward sync from Zendesk to Slack thread: Only Zendesk comments are posted on Slack and replies from Slack do not go to Zendesk.

• No sync between Zendesk and Slack thread: No comments are synced from Slack or Zendesk.

Status Sync Mode

Determine whether status updates are shared on the request channel thread on Slack or not.

Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved"

• Sync key status changes from Zendesk to Slack thread: Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack.

• No sync of status changes from Zendesk to the Slack thread: No status updates are synced to Slack.

AI-Summarization Setting

You can access these settings on the Settings tab here.

If enabled, the Description of the ticket will include a summary of the thread messages followed by the messages themselves. If disabled, only the messages will be included.

Intercom Forms

ClearFeed supports importing existing Intercom Ticket Types and configuring them as Forms.

Visit the Forms section to learn how to set up forms and utilize them for ticket creation.

Forms

Creating Tickets with Forms

• Once the forms are set up, users will see a File Ticket button. Clicking this button will prompt users to complete ticket creation.

• If multiple forms are set up, a drop-down will appear asking the user to choose which form to fill for the particular ticket.

Creating Tickets with Forms enabled

Reverse Intercom Flow

• Intercom tickets started outside of Slack (via email or help centre) can be brought to Slack.

• ClearFeed would enable bi-directional sync of comments and status ensuring that the support team can remain on Slack first while details are captured in the Intercom ticket.

Setup

1. Create a dedicated Slack channel to receive the tickets and monitor the channel using ClearFeed (learn how to monitor a channel).

   • Configure Intercom as the ticketing integration for the Collection to which the channel created above is added - Setup Intercom ticketing for a Collection

2. Install the Intercom Slack app on your Slack workspace.

3. Create a new Intercom Workflow: Follow the steps here to create a Notify Slack channel workflow.

Add the Created via API is false filter to exclude notifications for Intercom tickets created through ClearFeed from another Slack channel. This ensures you only receive notifications for tickets directly submitted via Intercom.

1. Whitelist the Intercom Slack Bot: Go to the following page → https://web.clearfeed.app/settings/additional-settings and under Bot Whitelisting Preferences, select the Intercom Slack app.

Here's how the tickets from Intercom would look like coming into Slack:

The IDs in the intercom notification message and the message we send can be different. This happens when the ticket ID and the conversation ID for the same tickets are not the same. The ID shown on the message we send is the ticket ID, visible to the requester. The ID shown on the intercom notification message is the Conversation ID.

Creating and working on Tickets using this approach

1. Start a ticket directly from Intercom or via email (to the Intercom support group)

2. Notice how the ticket comes as a notification into Slack in the monitored channel

3. ClearFeed replies to the notification with ticket sync details

4. Reply to the Slack thread and observe how the comments get synced back to Intercom and vice-versa.