How to ensure customer 360-view when working with Intercom & Zendesk?

Question

Hi!​We have a situation where we are working with both, Zendesk & Intercom. Not ideal, I know, but that´s the way we have to roll at least for a little while &#128517;  We are using Intercom integration to move certain tickets to Zendesk. However, we have situations where customer tickets come directly to Zendesk (some e-mails). We have been using Zendesk-Intercom integration and it can identify Intercom conversations from Intercom users. However, we use Intercom chat to chat also with leads (emails collected always) but we would need Zendesk to identify those conversations (from the same email address) and show in Zendesk if the customer has previous conversations in Intercom. Have anyone came up with some solution or workaround for this kind of situation? Any ideas on how this kind of 360 view could be arranged? Thanks so much in advance &#128591;

Roy · Accepted Answer

Hello @pia​&#128075;,In the following case I'm suggesting building Zapier Integration:New Closed Conversation <> New Ticket in ZendeskIn the following way, you can transfer all conversations to Zendesk (You can even use workflow in Zendesk to close such conversations automatically).Best,Roy

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