Intercom
This section will cover ClearFeed <> Intercom integration
Last updated
Was this helpful?
This section will cover ClearFeed <> Intercom integration
Last updated
Was this helpful?
ClearFeed's integration with Intercom brings the power for agents and requesters to create bi-directionally synced Intercom tickets right from Slack.
Navigate to the integrations page on the ClearFeed web app ()
Under the list of integrations, you'll find Intercom as shown below.
Click on Connect
button.
You will be redirected to Intercom login. Sign in using the account you want to integrate with ClearFeed.
Once you sign in, you will need to authorize ClearFeed to integrate with Intercom by clicking on Authorize Access
You will then be redirected to the ClearFeed web app where you will get a success message.
On the ClearFeed web application, open the Collection where you want to enable Ticketing
Click on the Settings
tab, and expand the Ticketing
section.
Enable the toggle, and choose Intercom
as the Ticketing platform
.
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.
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.
Click on Save
to save the integration successfully
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.
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.
To configure common sync settings for all new tickets - follow the steps below:
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.
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.
Visit the Forms section to learn how to set up forms and utilize them for ticket creation.
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.
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.
Install the Intercom Slack app on your Slack workspace.
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.
Here's how the tickets from Intercom would look like coming into Slack:
Start a ticket directly from Intercom or via email (to the Intercom support group)
Notice how the ticket comes as a notification into Slack in the monitored channel
ClearFeed replies to the notification with ticket sync details
Reply to the Slack thread and observe how the comments get synced back to Intercom and vice-versa.
Can you sync internal notes from Intercom to Slack or vice-versa?
Access Sync Settings by navigating to
Choose your
Select whether status updates are shared in the setting
Only can configure Sync Settings for individual tickets from the request channel in Slack
You can access these settings on the Settings tab .
Create a dedicated Slack channel to receive the tickets and monitor the channel using ClearFeed ().
Configure Intercom as the ticketing integration for the Collection to which the channel created above is added -
Create a new Intercom Workflow: Follow the steps to create a Notify Slack channel workflow.
Whitelist the Intercom Slack Bot: Go to the following page → and under Bot Whitelisting Preferences, select the Intercom Slack app.
Answer: Yes, you can sync internal comments from the Slack triage channel to Intercom and vice-versa. To configure this, you can follow the guide .