Skip to main content

Hello everyone,

I’m Darshan Hiranandani, We're currently working on implementing a ticketing and ticket portal system, and we're looking to import customer tickets from another provider into Intercom. While we've successfully been able to create tickets using the API, we are running into a challenge when it comes to linking a company to a ticket.

Currently, an admin can manually link a company to a ticket in the inbox, but we haven’t found a way to make this step mandatory. This is an issue because without a linked company, the customer won't be able to access the ticket via the portal, though they can still see it through the messenger. We want to avoid confusion in this regard.

We also have trouble retrieving the company linked to a specific ticket using the GET /tickets/{id} endpoint.

This leads to the following questions:

  1. Is there a way to link a company to a ticket programmatically through the API?
  2. Can we retrieve the linked company information through the API?
  3. How can we enforce the company link for tickets created by both customers and admins?

Any insights or workarounds would be much appreciated, as this is a major roadblock in our integration with Intercom.

Thanks in advance for your suggestions!

 

Regards

Darshan Hiranandani

Hi ​@darshanhiranandani, It’s Mat from the Support Engineering Team 😀
 

To link a company to a ticket programmatically through the API, you can now add the company_id when you create a ticket. This feature is available across versions 2.9 - 2.11 of the API. To retrieve the company linked to a specific ticket, you can access the state visible internally and externally when you retrieve a ticket, which should include the associated company information.
https://developers.intercom.com/docs/references/changelog/

If a user is not associated with any companies, they will not be able to access the portal. To confirm a user is linked to a company, you can check their profile in the Contacts section. If no company is attached, you can add one in the Qualification section under "Company Name" in the user profile, or by using the Intercom API. This step is crucial for the customer to access the ticket via the portal.
https://www.intercom.com/help/en/articles/10126994-tickets-portal-errors-explained

To enforce the company link for tickets created by both customers and admins, you may need to ensure that the company association is a required field in your ticket creation process. This might involve custom development on your end to integrate with the Intercom API and enforce this rule before tickets are submitted.

 

Reply


Terms & ConditionsCookie settings