Intercom

How to integrate Suptask with Intercom

Integrations is a part of the Custom plan. Additional cost might apply.

The Intercom integration empowers teams to escalate tickets from within Intercom to Suptask. Enabling customer support teams to bring Intercom conversations and tickets to Slack, where additional team members can join the discussion on tickets.

Use Cases:

• Create Back-office tickets to Suptask from Intercom

• Escalate Back-office tickets from Intercom conversations to Suptask in Slack.

• Dedicate ticket discussions to Slack channels for specific Intercom views & categories

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Requirements

Follow these steps to set up the integration.

Create Access Token

1. Create a new App in your Intercom account. Follow this guide

   1. We suggest you name the app "Suptask integration"

2. Provision a new Access token for the newly created App. Follow this guide.

3. Share the Access token value securely with the Suptask Integrations Specialist (SIS) contact

Configure Webhooks

1. Create a new Webhook by following this guide.

   1. Endpoint URL: https://... (this is shared to you from the Suptask Integrations Specialist (SIS) contact)

2. After the Webhook is created, subscribe to the Webhook topics with this guide.

   1. Subscribe to all ticket.* events

3. Confirm with your Suptask Integrations Specialist (SIS) contact that Webhooks are being properly received by creating a test ticket in Intercom.

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Example of how the integration can work

The integration can be customized to your needs, depending on the use case you want to solve. Discuss this with your Suptask Integrations Specialist (SIS) contact

1. Customer support ticket is received in Intercom

2. Support team creates a Back-office Ticket in Intercom to the Bugs-view.

3. Back-office ticket is synced to an Inbox and form category in Suptask.

   1. Intercom ticket is now referenced to the Suptask ticket automatically.

4. The Suptask ticket is directed to a Slack channel based on the configuration on the Inbox / Form.

5. All discussions and replies on the Back-office ticket can happen in Slack with a broader set of team members, without having to access Intercom.

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How to get started

The Intercom integration is setup and enabled together with the Suptask Integrations Specialists (SIS).

Contact Suptask Support for more information and to get started.