Prerequisites
- An Intercom workspace with at least one ticket type
- Permission to authorize Botcadence in that workspace
- Permission to add integrations on the project
Connect
1
Open Add Integration
In the project sidebar, select Integrations, then Add Integration. Select Connect on the Intercom card.
2
Choose your Intercom region
On Choose your Intercom region, select Workspace region: United States, Europe, or Australia. Pick the region where this Intercom workspace is hosted.
3
Sign in with Intercom
On Sign in with Intercom, authorize Botcadence to create and look up Intercom tickets.
4
Choose ticket type
On Choose ticket type, select the Intercom ticket type used for new tickets. If you see No ticket types found, add a ticket type in Intercom, then try again.
5
Wait for the success screen
When the wizard finishes, you see Intercom connected.
Verify
On Integrations, the row shows Connected.Enable Create ticket on a test agent, select this Intercom connection, and confirm a follow-up opens a ticket of the type you chose.
Use it
Enable Create ticket or Get ticket status on a workflow Tools tab. Select this Intercom connection. Both tools use the same selected ticket service. Leave the provider set to Botcadence Ticket Service to keep tickets inside Botcadence.Limits
- New tickets use the ticket type you selected on this connection.
- Create ticket needs a customer email. Intercom uses that email to find or create the contact.
- Operate → Tickets still shows only Botcadence-native tickets.
Troubleshooting
Sign-in or region fails
Sign-in or region fails
Confirm Workspace region matches where the Intercom workspace is hosted, then sign in again.
No ticket types found
No ticket types found
Add a ticket type in Intercom, then reconnect and select it.
The agent cannot create or look up tickets
The agent cannot create or look up tickets
Enable Create ticket and Get ticket status, and select this Intercom connection. Confirm the Integrations row is Connected.