Send a Slack alert when the number of conversations linked to a tracker ticket reaches a certain number

Question

Some co-workers who don't regularly check Intercom need Slack notifications when a certain number of conversations are linked to a tracker ticket.I’ve considered a few options. The first is a workflow that checks the number of "customer reports" repeatedly, but there isn't a "wait" option in a ticket workflow, only snooze, which I want to avoid.The second option is sending a webhook to a third-party service to check linked conversations via an API call, but this would involve too many calls.Another option is creating a view that filters for customer reports above a certain number, but that doesn’t help since those needing alerts aren’t always on Intercom. Is there a better solution?

Emilygav · Accepted Answer

Hey there ​@Nurit! Emily here from Support Engineering at Intercom 👋🏼Hmm, there would be no easy way to get this implementation going. Here’s what I’m thinking:First, use webhooks to determine when a tracker ticket was update - the ticket.attribute.updated should work in this case. Then when this webhook has been triggered, use theTickets API to receive metadata about the amount of linked conversations in the tickets. For tracker tickets, there is a property (such as linked_objects or conversations) that contains a list of all linked conversations and customer tickets.You can programmatically retrieve this list and count the number of linked conversations for any given tracker ticket.If the number of tracker tickets is your desired number, then use the Slack API to send a notification to your team. If you need a co-worker specifically, there may be a way of passing information through from Intercom to Slack.This plan should work, but would take some development.Hopefully this helps 💪🏼

Nurit · Answer

Thanks, ​@Emilygav. I believe that this built-in alert feature would be a great addition, eliminating the need for third-party integrations.

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