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Question

How to create Trello cards from Intercom tickets and update tickets when cards move?

  • 13 June 2024
  • 3 replies
  • 24 views

We have a zap set up currently; when a new ticket is created in Intercom, we check the ticket type, i.e. “Feature request”, and create a Trello card on our “Feature request” board in Trello.

Let’s say our team completes the “Feature request”, they would manually move the card to the completed list once the “Feature request” has been implemented.

When the card is moved to the completed list, we want to be able to update the ticket to say the “Feature request” has been completed.

Currently, we can create the card on the correct board, but we’re unsure how to use the data from the previous steps, and also, how to create a trigger for when the card is moved to the correct list. We have the list ID and the cardID, we’re just unsure how to set this up in Zapier.

Potentially webhooks are the answer? Do we post the data to our app for reference and then get Trello to post a webhook when a card moves list?

Any help would be appreciated.

 

 

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3 replies

Troy Tessalone
Userlevel 7
Badge +14

Hi @zapo 

Help us have more context by posting screenshots with how your Zap steps are outlined and configured in EDIT mode.

On the Trello Card, use a custom field to save the Intercom Ticket ID.

Then you may have to use the Intercom API to update a Ticket based on the ID.

https://developers.intercom.com/docs/references/rest-api/api.intercom.io/Tickets/updateTicket/

 

⚡ Troy Tessalone - AutomationAce.com | Premier Certified Zapier Expert | #1 Zapier Community Contributor
Z

Hey Troy,

Thanks for your help on this! Really appreciated.

Apologies for the delay.

This is the Zap setup:

 

 

Our trigger: When a new ticket is created in Intercom

This is the data received:

 

Type: ticket
ID: 111111
Ticket Id: 222222
ticket_attributes
    Ticket Attributes Default Title: xxxxx
    Ticket Attributes Default Description: xxxxx
Ticket State: submitted
ticket_type
    Ticket Type Type: ticket_type
    Ticket Type Id: 333333
    Ticket Type Name: Provide feedback
    Ticket Type Description: xxxxx
    Ticket Type Icon: x
    Ticket Type Workspace Id: 444444
    Ticket Type Archived: archived
    Ticket Type Created At: xxxxxxxxxx
    Ticket Type Updated At: xxxxxxxxxx
    Ticket Type Is Internal: is_internal
ticket_type_attributes
    Ticket Type Ticket Type Attributes Type: list
    data
      1
        type: ticket_type_attribute
        id: 555555
        workspace_id: 444444
        name: _default_title_
        description
        data_type: string
        input_options
          multiline: no
        order: 0
        required_to_create: no
        required_to_create_for_contacts: no
        visible_on_create: yes
        visible_to_contacts: yes
        default: yes
        ticket_type_id: x
        archived: no
        created_at: xxxxxxxxxx
        updated_at: xxxxxxxxxx
      2
        type: ticket_type_attribute
        id: 666666
        workspace_id: 444444
        name: _default_description_
        description
        data_type: string
        input_options
          multiline: no
        order: 1
        required_to_create: no
        required_to_create_for_contacts: no
        visible_on_create: yes
        visible_to_contacts: yes
        default: yes
        ticket_type_id: x
        archived: no
        created_at: xxxxxxxxxx
        updated_at: xxxxxxxxxx
    Ticket Type Category: Customer
contacts
    Contacts Type: contact.list
    Contacts Contacts
      1
        type: contact
        id: 777777
        workspace_id: 444444
        external_id
        role: user
        email: xxxxx
        phone: xxxxx
        name: xxxxx
        avatar
        owner_id
        social_profiles
          type
          data
        has_hard_bounced: no
        marked_email_as_spam: no
        unsubscribed_from_emails: no
        created_at: xxxxxxxxxx
        updated_at: xxxxxxxxxx
        signed_up_at: xxxxxxxxxx
        last_seen_at: xxxxxxxxxx
        last_replied_at
        last_contacted_at: xxxxxxxxxx
        last_email_opened_at
        last_email_clicked_at
        language_override
        browser: chrome
        browser_version: 124.0.0.0
        browser_language: en
        os: OS X 10.15.7
        location
          type: xxxxx
          country: xxxxx
          region: xxxxx
          city: xxxxx
          country_code: xxxxx
          continent_code: xxxxx
        custom_attributes
          address: xxxxx
          article_id: 888888
          first_name: xxxxx
          last_name: xxxxx
          initial_billing_cycle: xxxxx
          initial_plan: xxxxx
          initial_product: xxxxx
          initial_service_area: xxxxx
          nps: x
          stage: xxxxx
        tags
          type: list
          data
          url: /contacts/xxxxx/tags
          total_count: 0
          has_more: no
        notes
          type: list
          data
          url: /contacts/xxxxx/notes
          total_count: 0
          has_more: no
        companies
          type: list
          data
            1
              id: 999999
              type: company
              url: /companies/xxxxx
          url: /contacts/xxxxx/companies
          total_count: 1
          has_more: no
        opted_out_subscription_types
          type: list
          data
          url: /contacts/xxxxx/subscriptions
          total_count: 0
          email: xxxxx
        attachments
        redacted: no
    Ticket Parts Total Count: 2
Open: yes
    linked_objects
        Linked Objects Type: list
        Linked Objects Data
        Linked Objects Total Count: 0
        Linked Objects Has More: no
Category: Customer
Is Shared: yes

 

We then have a filter that looks for the ticket type:

 

 

And then we create a card in Trello:

 

 

In terms of your advice to create a custom field on the Trello card. I’m unsure how to do this? This isn’t a default option when creating a Trello card, is this something we need to set up manually?

Thanks again Troy!

Troy Tessalone
Userlevel 7
Badge +14

@zapo 

Help article from Trello about custom fields: https://support.atlassian.com/trello/docs/using-custom-fields/

Create the Custom Field in Trello.

Then refresh the fields on the Zap step, which should expose that Custom Field for you to use.

⚡ Troy Tessalone - AutomationAce.com | Premier Certified Zapier Expert | #1 Zapier Community Contributor
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