How to integrate Intercom with Backlog to add conversation information as a task in Backlog when a new conversation is created in Intercom

Don't you think it would be convenient if you could automatically add Intercom conversation information to Backlog?
It's especially recommended for those who operate in the following ways:

Registering tasks in Backlog based on Intercom conversation information
Registering conversations in Backlog for information sharing with other teams not using Intercom

When there are few inquiries, you can manually add them to Backlog, but as inquiries increase, the input burden also grows.
As input tasks increase, so do human errors, which might lead to inaccurate data management.
This article explains how to automatically add conversation information by linking Intercom and Backlog to solve such issues.
It's recommended for those who want to reduce input tasks and streamline task management.
If you're interested, please refer to the steps below and try automatic integration with Yoom!

Benefits of Integrating Intercom and Backlog

Benefit 1: Save Work Time

By utilizing the integration in this article, you can automatically add tasks to Backlog linked with Intercom conversation information.
If you have been adding tasks while referring to Intercom conversation history, this task becomes unnecessary, reducing the burden of manual input.
This will increase the time available for other tasks, leading to an increase in the amount of work that can be done per hour.
Additionally, there is a risk of forgetting to add tasks manually, but automatic addition helps prevent such mistakes.
As a result, you can minimize the risk of overlooking issues that need to be addressed.

Benefit 2: Improve Customer Experience

You want to share and effectively utilize the opinions received from customers via inquiries not only within the customer support team but also with other teams.
By implementing this automatic integration, other teams not using Intercom in their operations can quickly grasp customer feedback on Backlog.
This makes it easier for teams involved in development, such as product managers and engineers, to refer to customer feedback and use it effectively as improvement proposals for services.
As a result, the customer experience may improve, contributing to increased sales.

[What is Yoom]

Integration Flow of Intercom and Backlog

Now, let's introduce how to actually integrate Intercom and Backlog.
The flow introduced this time is [When a new conversation is created in Intercom, add the conversation information as a task in Backlog].
The integration steps are as follows:

Set up an app trigger in Intercom
Add an issue to Backlog

Yoom provides the above two steps as a template.
You can create a flow bot more easily than creating from scratch, so first click the "Try it" button on the banner below to copy the template!
Once the copy is complete, you can operate it from "My Projects" in the sidebar.

Integration of My Apps with Intercom and Backlog

After copying the template, register Intercom and Backlog in Yoom's My Apps as a preliminary step.
※ If you have already registered, please proceed to "Step 1. Setting the App Trigger".

<Procedure>

1. After logging into Yoom, click "My Apps" → "+ New Connection" in order

2. Search for the app name and enter the required information

If Intercom and Backlog are displayed in the My Apps list, preparation is complete!
Let's proceed to the detailed settings right away!

Step 1. Setting the App Trigger

First, open the flow you just copied from "My Projects" in the sidebar.

Next, click on the app trigger "When a new conversation is created".

On the first page, the pre-linked account information will be displayed, so please check it and click "Next" if there are no issues.

On the next page, select the trigger activation interval and click "Test".
※ Please note that the time you can specify for the "trigger activation interval" varies depending on your contracted plan. For details, please seehere.

If there are no issues up to this point, the trigger setting is complete by clicking "Save".

Step 2. Add an Issue

Next, click "Add an Issue".

On the first page, the account information will be displayed as in Step 1, so click "Next" if there are no issues.

On the second page, configure the settings to add an issue.
Utilize the output information and fill in all the required fields.
The rest are optional fields, so fill them in as needed.

Click "Test" and if no errors occur, click "Save".

If a popup like the one below is displayed, all settings are complete.
When you turn on the trigger, the flow will execute.

Other Automation Examples Using Intercom and Backlog

Yoom offers numerous automation examples using Intercom and Backlog.
It is possible to integrate with various apps, so please refer to the following representative examples.

1. When a new conversation is created in Intercom, add the conversation information as a task in kintone

If you want to manage tasks in kintone, please also refer to the following template.

2. Notify Microsoft Teams when a new conversation is created in Intercom

For those using Microsoft Teams as a communication tool, you can integrate it with Intercom to receive automatic notifications when a conversation is created.
This is recommended for those who want to prevent missing any confirmations.

3. When new data is updated in Notion, create a task in Backlog and send an email in Outlook

The automation introduced this time was a relatively simple flow, but it is also possible to increase the number of integrated apps and create more advanced flows.
This template is recommended for those using Notion, Backlog, and Outlook.

Summary

How was it?
In this article, we explained how to automatically add conversation information from Intercom as tasks in Backlog.
This integration seems to reduce manual workload and increase the time available for other tasks.
Additionally, since feedback from customers can be automatically added as tasks, you can manage information without omissions, potentially promoting the growth of your service.
As a result, customer satisfaction may improve, contributing to a decrease in churn rate and an increase in sales.

As introduced this time, Yoom allows easy integration without the need for programming.
If you are interested, please start by registering for free here!