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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.

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Configuration

Inputs

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Associated User
string
required
The user associated with this ticket. This should reference a user in your Flywheel system.
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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.
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Ticket Title
string
required
The title/subject of the support ticket. Supports dynamic variables for personalization.
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Ticket Description
string
required
Detailed description of the issue or request. Can include context from the workflow trigger.

Outputs

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intercom_ticket_id
string
required
The 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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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

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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