We’re implementing tickets, and we’re pushing them to the relevant slack channels based on our products & teams involved.There’s an action in Automation to easily post to Slack, and it works like a charm but… there’s no link within Intercom to find that conversation. So if my support team wants to see if they got an answer they need to manually find the conversation or manually copy paste the Slack link.Intercom’s API don’t let us update a field in the ticket...Custom actions don’t let us map anything to the ticket…I honestly don’t understand why we don’t have a proper API support so people can connect their environment and update tickets based on activities happening in 3rd party software.

@xavier.ollandhappy this was helpful! I understand that frustration when an integration or built in solution just isn't quite what you need and there's these extra steps to now create the solution you really want. I'm sure the Intercom team will raise these ideas with the product team and hopefully we'll see improvements to the built in solutions.I also ended up on a weird page within the documentation that had very little info about Tickets, we should probably report that to the team to fix it as well. Which page were you on?I got this one: https://developers.intercom.com/docs/references/rest-api/api.intercom.io/Tickets/It was very confusing at first so then I just went directly to the developers page and ended up finding the example I shared much more useful.Good luck with your integration! In my experience Zapier hasn't been the best for Intercom automations vs Make and others but some things are possible there for sure.

Thanks @Nathan SuddsAfter going through the link I managed to get the correct version of the API doc…Apparently for some reason I was stuck on an old version which didn’t have tickets, weird…So still I need to use a third party and write code in Zapier when it could be two dropdowns in Intercom custom actions mapping. Adding risk and complexity for no good reason…Will test and give my solution here if I can make it.

When posting a ticket to Slack, get the link to Slack back

When posting a ticket to Slack, get the link to Slack back | Community

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