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
Navigate to the integrations page on the ClearFeed web app (https://web.clearfeed.app/settings/integrations)
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.
Enable Ticketing
On the ClearFeed web application, open the Collection where you want to enable Ticketing
Click on
Settings
tab, and expand theTicketing Settings
section.Enable the toggle, and choose the
Zendesk
as theTicketing Integration
.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
Create Tickets
Create Tickets Manually (using Emoji)
Create Tickets Automatically
Create Tickets from Triage
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.
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:
Access Sync Settings by navigating to Objects
Choose your Message Sync Mode
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 Intercom.
2-way sync between Intercom and Slack thread: Replies from Slack are posted on Intercom, and comments from Intercom are synced to Slack.
Only forward sync from Slack thread to Intercom: Replies from Slack are posted on Intercom, but comments from Intercom are not posted back on Slack.
Only backward sync from Intercom to Slack thread: Only Intercom comments are posted on Slack, and replies from Slack do not go to Intercom.
No sync between Intercom and Slack thread: No comments are synced from Slack or Intercom.
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 Intercom 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 Intercom to the Slack thread: No status updates are synced to Slack.
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.
Reverse Intercom Flow
Intercom tickets started outside of Slack (via email or help center) 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.
After completing the steps below, please contact us on Slack or via support@clearfeed.ai to enable this feature for your account.
Setup
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
Install the Intercom Slack app on your Slack workspace.
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.
Whitelist the Intercom Slack Bot: Go to the following page → https://web.clearfeed.app/settings/users and under Whitelist Bot, 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
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.
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