Trigger a message after a back-office ticket is created

Question

Hello!Our backend creates a Back-office ticket via API when a user fails a verification of ours. We’d like to automatically notify the user with a simple message like:“We’re manually reviewing your information and will follow up within 24 hours.”However, it looks like Workflows triggered by ticket creation don’t allow us to send a user-facing message (either in-app or email). We also don’t see an option to create a new conversation from a ticket-based workflow.Questions:	Is there any way to send a user-facing message automatically when a back-office ticket is created, without exposing internal ticket content?			Do we need to use our backend to create a separate outbound conversation to trigger a user message?			Would using a “post”-style message via the API be the cleanest workaround?	Our goal is to keep internal review details private but still provide users with a clear update automatically.Thanks in advance for your help!

Paul Byrne · Accepted Answer

Hey ​@SoniakPaul here from weekend support engineering to help you out 🤝You’re, right! Ticket-based workflows in Intercom can’t send user-facing messages like in-app or email notifications. They’re focused on internal routing and updates.To notify the user automatically, the best option is to send a message via your backend after creating the ticketusing the Intercom API to start a new conversation or send a post-style message.This keeps internal ticket details private while giving users a clear update, like “We’re reviewing your info and will follow up within 24 hours.”

Soniak · Answer

Thank you for your reply, ​@Paul Byrne!If we were to create a new conversation via API, is there a way to connectit to the back-office ticket that was created in conjunction to essentially keep records tied to each other? I figure it’ll get tedious and difficult to go searching through records and would like to keep everything organized.

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