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  • How to trigger for specific phrase in Intercom then create/reply to ticket in Zendesk?

Hi

We are looking to create a new Zap with the following scenario.

  • Customer talks to Intercom chatbot “I want to raise an issue”, then the conversation would be converted into a new ticket in Zendesk.
  • Customer talks to Intercom chatbot “I want to see my ongoing tickets”, then he can see Zendesk ticket status in the Intercom chatbot 

Is this something we can do with a Zap? 

Thanks!

Hi @jun 

Good question.

Check out the available Zap triggers/actions for each app…

Intercom: https://zapier.com/apps/intercom/integrations#triggers-and-actions

Zendesk: https://zapier.com/apps/zendesk/integrations#triggers-and-actions

Hi @Troy Tessalone 

Thanks for sharing the above resource links.

I find my case need to start with Intercom trigger for customer’s input in Intercom conversation, but cannot find a trigger for it. There are only trigger for new conversation and closed conversation. Could you please advise more on this?

Welcome to the Community, @jun!

While there isn’t a specific trigger for when a user types in a certain phrase, there is a Tag Added to Conversation trigger. It appears that it’s possible to set up rules in Intercom that would automatically tag conversations. So I’m thinking that you could potentially set up a rule to add a particular tag to a conversation when “I want to raise an issue” is typed. Which could then trigger a Zap that uses the Create Ticket Zendesk action to open a new ticket.

Then, in theory, the same approach could also be used to trigger a Zap when someone types “I want to see my ongoing tickets”. That said, I’m not seeing a “Reply to Conversation” action for Intercom so it won’t be possible to then send the user a link to view their current ticket status.

There is a feature request open for the ability to reply to conversations though so I’ve added your vote for that. I don’t have any estimates as to when it will be added but we’ll notify you via email as soon as it is.

Hey folks,

Just circling back in here to share that a Reply to Conversation action has been added to the Intercom app on Zapier! 🎉
99341d3e4d89819edcdd835c730783b6.png

Hope you’re able to give that new action a try soon, and if you run into any issues with it do let us know. In the meantime, happy Zapping! 😁⚡️

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