TICKET MANAGEMENT
Close the loop in Intercom when a PagerDuty escalation resolves
When a support-originated PagerDuty incident is resolved, this posts the resolution summary back to the linked Intercom conversation and reopens it for the agent to send…
How it runs
The automated pipeline, trigger to output.
- TriggerPagerDuty incident resolved eventPagerDuty
- LogicKeep support-origin incidents with Intercom link
- ActionRead resolution notes from PagerDutyPagerDuty
- ActionPost resolution note to Intercom conversationIntercom
- OutputReopen and reassign conversation to original agentIntercom
What it does
It fixes the silent-resolution problem: engineering fixes the issue and resolves the page, but the customer who reported it never hears back. This carries the PagerDuty resolution note into the original Intercom conversation and flags it so a human closes the loop with the customer.
When to use it
Use it after you have escalation flows that page on-call from support tickets, and you want resolutions to feed back automatically instead of relying on someone to remember which customer was waiting.
How it works
- 1A PagerDuty webhook fires when an incident is resolved.
- 2A filter keeps only incidents that carry a support-origin tag and an Intercom conversation link.
- 3The flow reads the incident's resolution notes and timeline.
- 4It posts a summarized resolution as an internal note on the linked Intercom conversation.
- 5It reopens the conversation and assigns it back to the original agent for the customer-facing reply.
Set it up
What you configure once, before turning it on.
- 1Connect PagerDutyIncidents, on-call, escalations.
- 2Connect IntercomConversations, contacts, articles.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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