CUSTOMER SUPPORT
Catch the same customer opening an Intercom chat and a Zendesk email ticket
When a customer starts an Intercom chat, checks whether they also have an open Zendesk email ticket for the same issue and, if so, links the two and adds a note to each…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom chat conversationIntercom
- ActionSearch Zendesk for contact's open ticketsZendesk
- LogicConfirm same customer and topic overlap
- ActionCross-link chat and ticket with internal notesIntercom
- OutputAlert on-call lead in Microsoft TeamsMicrosoft Teams
What it does
Bridges two separate tools: live chat in Intercom and email tickets in Zendesk. When a customer opens a chat, it checks the email side for an open ticket from the same person and, on a match, cross-links them so the chat agent and the email agent see each other's context.
When to use it
Use it when chat lives in Intercom and email lives in Zendesk, and customers bounce between them mid-issue, leaving each team unaware of the other thread.
How it works
- 1A new Intercom conversation triggers the run.
- 2The flow looks up the contact's email and searches Zendesk for their open tickets.
- 3A logic step checks for a recent open ticket and confirms topic overlap; if none, it exits.
- 4It adds an internal note to the Zendesk ticket linking the Intercom chat, and a private note to the Intercom conversation linking the ticket.
- 5It alerts the on-call support lead in Microsoft Teams so the two threads get a coordinated single response.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect ZendeskTickets, queues, knowledge base.
- 3Connect Microsoft TeamsChannels, chats, files.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run this workflow in your colony.
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