Slack Intercom Integration

Suptask empowers you to optimize your workflows beyond simple ticket management. By integrating with Intercom, Suptask allows you to create and manage tickets directly within Intercom, facilitating seamless collaboration between your support teams on Intercom and other teams on Slack.

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Stories From Our Users

"Our agents can now escalate tickets directly from Intercom to the appropriate teams in Slack, ensuring quick and effective resolutions. The automatic linking and reference features have streamlined our workflow, saving us time and improving our response times significantly."

Laura

Customer Support Lead

"The Suptask integration between Intercom and Slack has been a game-changer for our support team. It allows us to manage tickets more efficiently and ensures that all team members are on the same page. The ability to track customer impact and link new tickets to existing issues has improved our overall support strategy and customer satisfaction."

David

Operations Manager

"Since integrating Intercom with Slack through Suptask, our customer support has become more efficient and organized. The ability to escalate tickets directly from Intercom to Slack has improved our team's collaboration and response times."

Anna

Customer Experience Manager

Do you want to learn how it works?

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Suptask Integrations Empower Your Team

Create and Manage Intercom Tickets

Direct Ticket Creation: Generate tickets in Suptask straight from the Intercom interface, maintaining a direct relation between Intercom and Suptask tickets.

Centralize all customer interactions within Gmail – Where your team is already active.

Bi-directional Updates: Changes made in Suptask tickets are reflected in Intercom, ensuring both platforms stay synchronized without duplicating efforts.

Collaborative Ticket Handling

Conversion-Based Dialogue: Keep the conversation about escalated tickets within Suptask, facilitating conversion-based dialogue on Slack for efficient resolution.

Automatic References: Receive an automatic internal reference in your Intercom ticket, showing the escalated Suptask ticket ID with a direct link, ensuring easy tracking and follow-up.

Cross-Team Visibility: Enable visibility across multiple teams in Slack to accelerate resolution when multiple departments need to weigh in on an Intercom-originated issue.

Comprehensive Issue Management for Intercom

Customer Impact Overview: Get an overview of which customers are impacted by specific issues, enhancing your ability to prioritize and address them promptly.

Link New Tickets: Associate new Intercom tickets with existing issues escalated to Suptask, maintaining continuity and context in your support process.

Slack-Centric Context Sharing: Automatically pull relevant Intercom context into Slack tickets to reduce switching and improve response accuracy.

Reporting and Insights with Intercom Integration

Track Team Performance: Use Suptask's reporting tools to monitor your support team’s performance, ensuring efficiency and accountability.

Identify Trends and Issues: Gain insights into common customer issues and trends, helping you improve your service and support strategies.

Cross-Platform Ticket Metrics: Generate reports that include tickets from both Intercom and Slack sources, offering unified performance insights across platforms.

Suptask's Intercom Ticketing Integration - Key Features

Create Tickets in Intercom

When a support agent identifies an issue in Intercom, they can create a ticket in Suptask directly from the Intercom interface. This ticket is automatically linked to the corresponding Intercom conversation.

Escalate to Slack

If the issue requires input from another team, the agent can escalate the ticket to Suptask in Slack. This action generates an internal reference in Intercom with the Suptask ticket ID and a direct link for easy access.

Collaborate and Resolve

The escalated ticket appears in the designated Slack channel, where the relevant team members can discuss and resolve the issue. All conversations and updates are tracked in Suptask, ensuring full visibility and accountability.

Track and Link Tickets

Agents can link new Intercom tickets to existing escalated tickets in Suptask, maintaining continuity and context. This feature is particularly useful for managing recurring issues or ongoing projects.

Monitor Customer Impact

Suptask provides an overview of which customers are affected by specific issues, allowing your team to prioritize and address them effectively. This visibility helps improve customer satisfaction by ensuring timely and relevant responses.

Receive Real-Time Notifications

Stay informed with instant updates in Slack when new tickets are created or escalated from Intercom. Monitor SLAs to ensure timely resolutions and maintain high customer satisfaction levels.

Integrating Intercom to Slack:
Step-by-Step

1. Prepare Your Accounts

- Ensure you have active accounts with Intercom, Slack, and Suptask.
- Make sure you have admin privileges on both Intercom and Slack.

2. Set Up Suptask

- Log in to Suptask: Access your Suptask account and navigate to the integrations section.
- Locate Intercom Integration: Find the Intercom integration option and select it to begin the setup process.

3. Connect Intercom to Suptask

- Authorize Integration: Click on the "Authorize" button to connect Suptask to your Intercom account.
- Sign in to Intercom: You will be prompted to sign in to your Intercom account if you aren't already logged in.
- Grant Permissions: Allow Suptask to access your Intercom data by granting the necessary permissions. This will enable Suptask to create and manage tickets from Intercom.

4. Configure Intercom Settings

- Navigate to Intercom Settings: In your Intercom dashboard, go to the settings menu.
- Select Integrations: Choose the "Integrations" option and locate Suptask.
- Enable Suptask Integration: Turn on the integration to start sending tickets from Intercom to Suptask.

Frequently Asked Questions

Why should I integrate Intercom with Slack?

Integrating Intercom with Slack centralizes your communication channels, enhances team collaboration, reduces response times, and helps streamline support workflows. This ensures that your team can address customer issues quickly and efficiently.

What permissions do I need to integrate Intercom with Slack?

You will need admin access to both your Intercom and Slack accounts to configure and authorize the integration.

Can I reply to Intercom messages directly from Slack?

Yes, depending on the integration settings, you can reply to Intercom messages directly from Slack, ensuring quick responses without switching platforms.

Can I control access to Intercom conversations in Slack?

Yes, you can reply to tickets directly within Slack. Suptask will convert your Slack replies into Gmail responses and send them to the customer. Additionally, you can set up direct messages to notify agents of new tickets created from Gmail emails.

Can I integrate Intercom with other tools alongside Slack?

Yes, Intercom supports integration with various other tools and platforms, allowing you to create a comprehensive support and communication system tailored to your needs.