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How Create Ticket works

Use this tool when an agent should escalate work into Intercom as a trackable ticket. It is useful for support handoffs, success follow-ups, and account risk workflows. The agent evaluates incoming event data and user context to decide whether a ticket is warranted, then populates the title, description, and ticket type using the information available in the run. Created tickets appear in your Intercom workspace immediately and can be routed, triaged, and resolved by your support or success team.

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Configuration

Inputs

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Prompt
string
required
Agent instruction for when to create a ticket and what detail level to include.
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Associated User
string
required
Org user to associate with the Intercom ticket.
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Ticket Type
string
required
Intercom ticket type to create.
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Ticket Title
string
required
Ticket subject line.
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Ticket Description
string
required
Main ticket body content with context and requested action.

What to include in ticket content

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User context
object
Account identifiers, lifecycle stage, and ownership context.
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Why escalated
string
Root reason the agent opened a ticket (for example, failed onboarding milestone or urgent customer request).
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Recommended next action
string
Specific action for support/success teams to take.

Outputs

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intercom_ticket_id
string
required
The unique ID of the ticket that was created in Intercom.
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intercom_user_id
string
required
The ID of the Intercom user associated with the ticket.
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ticket_type
string
required
The ticket type that was assigned during creation, matching the configured Intercom ticket type.
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status
enum
required
Current status of the created ticket. Typically open on creation. Values: open, pending, resolved, closed.

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Use Cases

High-Value Customer Issues 
Title: "Priority Support - {{user.name}} ({{user.tier}})"
Description: "High-priority issue for enterprise customer requiring immediate attention"
Ticket Type: Enterprise Support
Use: Ensure VIP customers get immediate support attention
Payment Failure Escalation 
Trigger: payment_failed event with amount > $500
Title: "Payment Failure - {{user.company}} - ${{event.amount}}"
Description: "Recurring payment failed for active account; risk of involuntary churn"
Ticket Type: Billing Escalation
Use: Route payment issues to billing specialists before the account churns
Onboarding Issue Escalation 
Trigger: User has not completed setup 7 days after signup
Title: "Stalled Onboarding - {{user.name}} ({{user.company}})"
Description: "User signed up on {{user.created_at}} but has not completed key milestones"
Ticket Type: Onboarding Support
Use: Alert the success team to proactively reach out and unblock the user
Feature Request Tracking 
Trigger: Agent detects repeated feature-related feedback in events
Title: "Feature Request - {{event.feature_name}} - {{user.company}}"
Description: "Multiple signals indicate demand for this feature from an active account"
Ticket Type: Product Feedback
Use: Capture structured product feedback and route it to the product team

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Best Practices

Ticket Information
  • Use descriptive titles that clearly identify the issue and include the affected user or account.
  • Include relevant context and user information in descriptions so the assignee can act without extra lookups.
  • Choose appropriate ticket types for proper routing into the correct Intercom queue.
  • Add event IDs or timestamps for traceability back to the originating trigger.
Automation Triggers
  • Create tickets for high-priority issues that genuinely need human attention.
  • Avoid creating tickets for routine, automated issues that resolve on their own.
  • Use appropriate thresholds (dollar amounts, time windows, event counts) to prevent ticket spam.
  • Deduplicate by checking for existing open tickets before creating new ones for the same user and issue.
Integration Management
  • Ensure user mapping between Flywheel and Intercom is accurate so tickets land on the right contact.
  • Monitor ticket creation rates and adjust triggers as needed to keep volume manageable.
  • Coordinate with your support team on automated ticket expectations and SLA alignment.
  • Periodically audit ticket types in Intercom to confirm they match your agent configuration.