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We're moving out Help Centre away from Zendesk to Intercom's Articles. One thing that Zendesk had that our users appreciated was the ability to raise issues with the Submit a Ticket button at the top right of most themes.

 

Has anyone got any experience with adding this functionality into the Intercom messenger at all?

 

We're debating adding a Typeform block to our Intercom messenger that can take people through the steps of raising an issue, but we'd have to use Zapier to capture and send these to Zendesk.

 

I'm wondering if anyone's got an integration a bit more native to Intercom, or better still, Zendesk <> Intercom integration that they would recommend for users to raise tickets via the messenger as a block, rather than a chat?

Hey @tom m11​, within our own Support team, we use a combination of Custom Bots and conversation attributes, both of which you can add to your subscription if you see the value! Custom Bots, in particular, allow you build your own automated path where your customers can select multiple options. They're particularly useful for helping you triage conversations.

 

We've put together an article on migrating from Zendesk to Intercom, which includes more details about conversation attributes. Let me know if you have any additional questions about this!

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