Intercom and PagerDuty Integration (via Zapier) question

Question

We use Intercom for Support and PagerDuty for Engineering escalations. I would like to set up a Zap (in Zapier) that triggers when we add a specific tag (ie; Escalation) to a conversation - which would find the on call person. Based on my digging, it looks like there was a bug about 7 months ago that prevented the Intercom API from using the Zapier filters to select a specific tag. Is this resolved (not sure where the bug was)? I noticed an older article here https://www.intercom.com/blog/rapid-response-how-we-developed-an-on-call-team-at-intercom/ that says Intercom uses PagerDuty for their on-call escalations - how do they do that?

Nathan Sudds · Accepted Answer

I'm using Pager Duty as well but the Zapier integration is quite problematic, I've had to work around a few things.If it's crucial to be able to do something based on adding a tag, I'd recommend checking out automate.io instead they have a more robust option for this but you need to be on a paid plan to access it because you need a two tiered action..​Happy to chat about it if I can be helpful, right now I'm using keywords in an email because the tagging features aren't working as expected with Zapier and I was able to find a work around that fit our needs.​Hope that helps​

User677 · Answer

I've never tried setting up something like this personally, but I would guess this would be possible setting up an Intercom webhook for "conversation_part.tag.created" (https://developers.intercom.com/building-apps/docs/webhook-model and have that sent to Zapier. If there is a bug with the Zapier native "Tag Added to Conversation" — then perhaps the webhook set up would be more reliable?I guess the question is, what do you intend to do with the conversation once it's tagged and you have that data in Zapier? Would you then use Zapier to send a message to PagerDuty? I'm guessing you could get the conversation ID from the Intercom webhook and provide a direct link to the Intercom conversation from PagerDuty?

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