Create Intercom Ticket

Automatically create support tickets in Intercom for important events

How Create Intercom Ticket Works

Automatically create support tickets in Intercom for important events or escalations. This ensures critical issues are tracked and assigned appropriately in your support system.

Configuration

Inputs

Associated User · string · required

The user associated with this ticket. This should reference a user in your Flywheel system.

Ticket Type · string · required

The ticket type in Intercom. This determines the category and routing of the ticket.

You need to create the ticket type in Intercom first. Learn how to set up ticket types in the Intercom documentation.

Ticket Title · string · required

The title/subject of the support ticket. Supports dynamic variables for personalization.

Ticket Description · string · required

Detailed description of the issue or request. Can include context from the workflow trigger.

Outputs

intercom_ticket_id · string · required

The ID of the ticket that was created in Intercom.

intercom_user_id · string · required

The ID of the Intercom user associated with the ticket.

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

Title: "Payment Failed - {{user.name}}"
Description: "Payment failure detected for user {{user.email}}. Subscription at risk."
Ticket Type: Billing Support
Use: Proactively address payment issues before cancellation

Feature Request Tracking

Title: "Feature Request from {{user.name}}"
Description: "User has requested: {{event.feature_request}}"
Ticket Type: Product Feedback
Use: Collect and track user-requested features

Onboarding Issue Escalation

Title: "Onboarding Stuck - {{user.name}}"
Description: "User has been stuck on onboarding step {{user.onboarding_step}} for 3+ days"
Ticket Type: Customer Success
Use: Proactively help users complete onboarding

Best Practices

Ticket Information

• Use descriptive titles that clearly identify the issue
• Include relevant context and user information in descriptions
• Choose appropriate ticket types for proper routing

Automation Triggers

• Create tickets for high-priority issues that need human attention
• Avoid creating tickets for routine, automated issues
• Use appropriate thresholds to prevent ticket spam

Integration Management

• Ensure user mapping between Flywheel and Intercom is accurate
• Monitor ticket creation rates and adjust triggers as needed
• Coordinate with support team on automated ticket expectations