Connecting Slack to Intercom
# | Instructions |
---|---|
1 | Go to Integrations. |
2 | Select Intercom and login through the Intercom authentication flow. |
When you connect Intercom, you can sync messages from Slack in one of 3 primary ways:
Fully Automated
: every customer thread from a connected channel will create a helpdesk ticketManual Escalation
: customer threads with an escalation shortcut will create a helpdesk ticket. The escalation shortcut can be a reactji on the thread, an @mention
(like @Support
) used in the message or thread, or a keyword
(like help
) used in the message of thread.Manual Escalation with Form Inputs
: customer threads with an escalation shortcut will prompt the user to input more information in a Slack form. The form must be submitted in order for helpdesk tickets to be created, and the escalation shotcuts used are the same as in Option #2.Create helpdesk tickets when any thread is created by an external customer
.Create helpdesk tickets when a specific @mention, keyword, or emoji is used
.Create helpdesk tickets when a specific @mention, keyword, or emoji is used
.You may want to create exceptions to the workspace-level/global setting for specific channels.
Customize Helpdesk Settings
section, then save your list settings.Connecting Slack to Intercom
# | Instructions |
---|---|
1 | Go to Integrations. |
2 | Select Intercom and login through the Intercom authentication flow. |
When you connect Intercom, you can sync messages from Slack in one of 3 primary ways:
Fully Automated
: every customer thread from a connected channel will create a helpdesk ticketManual Escalation
: customer threads with an escalation shortcut will create a helpdesk ticket. The escalation shortcut can be a reactji on the thread, an @mention
(like @Support
) used in the message or thread, or a keyword
(like help
) used in the message of thread.Manual Escalation with Form Inputs
: customer threads with an escalation shortcut will prompt the user to input more information in a Slack form. The form must be submitted in order for helpdesk tickets to be created, and the escalation shotcuts used are the same as in Option #2.Create helpdesk tickets when any thread is created by an external customer
.Create helpdesk tickets when a specific @mention, keyword, or emoji is used
.Create helpdesk tickets when a specific @mention, keyword, or emoji is used
.You may want to create exceptions to the workspace-level/global setting for specific channels.
Customize Helpdesk Settings
section, then save your list settings.