> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/integrations/ticketing/intercom.md).

# Intercom

### What you get

* **One-click escalation from any request.** Click **Escalate ticket** in the request side panel, pick a destination, and a linked conversation or ticket is created with the Siit context pre-filled.
* **Workflow-driven creation.** Use **Create Intercom ticket** as a workflow step, with approval gating where needed.
* **Audit trail.** Every Intercom action triggered from Siit is recorded on the request timeline.

### How it works

1. From the request side panel, click **Escalate ticket** and pick **Intercom**.
2. Choose the team or assignee, ticket type, and priority. Fill in the subject and message.
3. Submit. Siit creates the Intercom ticket, links it back to the Siit request, and posts the link on both sides.

The same flow is available in workflows (as a **Create Intercom ticket** action).

### What syncs from Intercom

* **Tickets created from Siit** — every escalated ticket is tracked with its Intercom ID and link.
* **Sync** is fully configurable and per-direction (`Settings → Integrations → Intercom → Settings`):
  * **Resolution** — resolve on one side, close on the other (with status mapping).
  * **Assignee** — reassignments mirror across.
  * **Notes** — internal notes sync.
  * **Messages** — new messages sync.
  * **Links** — bidirectional links stay visible on both sides.

### Custom field mapping

> **Coming soon.** Custom field mapping for Intercom is on our roadmap. For now, you can set the standard ticket fields when escalating. To track which fields are exposed, reach out via the in-app chat.

### Connect Intercom

1. In Siit, go to **Settings → Integrations**, find **Intercom** in the Ticketing section, and click **Connect**.
2. Sign in to Intercom as an admin and approve the requested scopes.
3. Pick the team(s) available for escalation.
4. Test by escalating a sample request from Siit to Intercom.

Need a more detailed walkthrough? Reach out to support via the in-app chat.

### Common workflows

**Customer issue escalation.** *Trigger: Service = "Customer issue". Actions: Create Intercom ticket in the customer success team → Set Siit priority to High → Notify requester.*

**Specialist handoff.** *Trigger: Tag "customer-support" added. Actions: Manager approval → Create Intercom ticket → Notify requester.*

### Troubleshooting

**"Authorization failed" on connect.** The admin signing in lacks Intercom admin rights. Try with a workspace admin.

**Team missing from the destination picker.** The Siit Intercom user lacks access to that team. Update team membership in Intercom and re-sync.

**"Ticket created" but no link in Siit.** The Intercom ticket was created but the back-link save failed. Open the request timeline — the Intercom ID is logged. Manually re-link if needed.