How to integrate Intercom and Zendesk to add conversation information as a task in Zendesk when a new conversation is created in Intercom

Some customer support representatives may want to add feedback from customers received via Intercom as tasks.
For example, when gaining important insights, they might add a task for "Considering Improvement Proposals," or if a bug is discovered, they might add a task for "Investigating the Cause."
In any case, you want to manage important information obtained from customers without any omissions, right?
This is where the integration discussed in this article might be helpful.
This article introduces how to automatically add conversations created in Intercom as tasks in Zendesk.
With task addition automated, you can manage conversation information with customers without the hassle of manual work.
If you're interested, please refer to the steps below and try the automatic integration with Yoom!

Benefits of Integrating Intercom and Zendesk

Benefit 1: Reduced Work Time

Creating tickets in Zendesk based on conversation information from Intercom can feel cumbersome.
Especially if you frequently receive requests or questions from customers, the burden can be significant, potentially wasting a lot of time.
However, by utilizing the automatic integration introduced here, the need to create tickets is eliminated, leading to reduced work time.
This allows representatives to focus on other tasks, potentially improving the quality of work.
Additionally, automation helps prevent omissions in task additions.
As a result, you will be able to manage important information obtained from customers without any omissions.

Benefit 2: Faster Information Sharing

By implementing the automatic integration discussed in this article, you can also address the following scenarios:

• You want to share conversation information from Intercom as feedback from customers with the development team or PdM.
• However, since Intercom accounts are generally only granted to the customer support team, there is a delay in sharing information with other teams.

With this automatic integration, conversation information is consolidated in Zendesk, allowing employees without Intercom accounts to view conversation information from Zendesk.
Since it is added automatically rather than manually, it can be grasped quickly.
This allows the development team to respond promptly in case of service issues, potentially improving customer satisfaction.

[What is Yoom]

Integration Flow of Intercom and Zendesk

※Important Notes

・Zendesk is an app available only with the Team Plan and Success Plan. For Free Plan and Mini Plan, the operations and data connections set in the flow bot will result in errors, so please be careful.
・Paid plans such as Team Plan and Success Plan offer a 2-week free trial. During the free trial, you can use the apps that are subject to restrictions.

Now, let's introduce how to integrate Intercom and Zendesk.
The flow introduced here is "When a new conversation is created in Intercom, add the conversation information as a task in Zendesk."
The integration steps are as follows:

1. Set up the app trigger in Intercom
2. Create a ticket in Zendesk

Yoom provides the above two steps as a template.
It's easier to create a flow bot than starting from scratch, so first, click the "Try it" button in the banner below to copy the template!
Once the copy is complete, you can operate it from "My Projects" in the sidebar.