> ## Documentation Index
> Fetch the complete documentation index at: https://docs.botcadence.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Intercom

> Connect Intercom for workflow ticket creation and status lookup

Intercom connects your Intercom workspace so the workflow **Create ticket** and **Get ticket status** tools can open and look up tickets in Intercom. You sign in with Intercom and pick the ticket type used for new tickets.

## 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

<Steps>
  <Step title="Open Add Integration">
    In the project sidebar, select **Integrations**, then **Add Integration**. Select **Connect** on the **Intercom** card.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Sign in with Intercom">
    On **Sign in with Intercom**, authorize Botcadence to create and look up Intercom tickets.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Wait for the success screen">
    When the wizard finishes, you see **Intercom connected**.
  </Step>
</Steps>

## Verify

On **Integrations**, the row shows **Connected**.

<Check>
  Enable [Create ticket](/docs/build/workflows/tools/create-ticket) on a test agent, select this Intercom connection, and confirm a follow-up opens a ticket of the type you chose.
</Check>

## Use it

Enable [Create ticket](/docs/build/workflows/tools/create-ticket) or [Get ticket status](/docs/build/workflows/tools/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](/docs/operate/tickets) still shows only Botcadence-native tickets.

## Troubleshooting

<AccordionGroup>
  <Accordion title="Sign-in or region fails">
    Confirm **Workspace region** matches where the Intercom workspace is hosted, then sign in again.
  </Accordion>

  <Accordion title="No ticket types found">
    Add a ticket type in Intercom, then reconnect and select it.
  </Accordion>

  <Accordion title="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**.
  </Accordion>
</AccordionGroup>


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