We’re currently bringing Intercom Conversations into Salesforce and love it. Last year we began leveraging Intercom Tickets for a lot of our back office workflows and also love it. We’ve even begun building more and more use cases for Intercom Tickets - so we’re true adopters of this relatively new feature/product. The downside is none of these Intercom Tickets are making their way back into Salesforce for full visibility. The account owners have no idea these tickets are being created and we’re not able to attribute these to health scores or playbooks in our CS tools.
My ask is for there to be a way to link Intercom Tickets to Salesforce Cases. Such that we’re able to associate Intercom Statuses with Case Statuses, sync custom fields, link comments to chatter, etc.
This would be hugely beneficial to our org because today we’re dealing with a black box.