Hi @Steve Kloek, It’s Mat from the Support Engineering Team

I’ve tried to recreate the issue on my test workspace and it seems that you might need to install Slack in your Workspace one more time.

Please follow the steps listed in this article to reinstall Slack Intercom integration. Also make sure you have sufficient permission in your Slack and Intercom workspaces to perform such action.

Hi @mateusz.leszkiewicz 

Thanks for your assistance!

I connected with the Intercom team here and uninstalled then reinstalled the Intercom app in our Slack org.  I am an admin for both Slack and Intercom and it appeared to install without issue.  Unfortunately, the result is the same.

I have since heard from an Intercom support chat agent that what we are trying to do may no longer be supported…?  Specifically:

Using a Slack Workflow (screenshot above), create an Intercom ticket from a Slack channel.  So Slack → Intercom.

Can you confirm if that functionality actually should work?  Assuming we get the permissions issue sorted.

Thanks again for your help!

-Steve

Hi @Steve Kloek, It’s Mat from the Support Engineering Team

That is actually true. The current supported version of the integration only allows you to GET the information from Intercom in Slack.

You can't send the data from Slack to the Intercom.

Your best bet would be to use third party automation tool like Zapier to send data from Slack to Intercom.
 

Hi @mateusz.leszkiewicz ,

Thanks for your response and explanation.  This blurb from the Intercom entry in Slack app catalog is in part what’s prompting the pursuit of this functionality:

Am I maybe misunderstanding here?  Does this have nothing to do with the Intercom app, or maybe that blurb is no longer accurate and needs to be updated?

Thanks again,

Steve

@Steve Kloek, 

I am afraid that this is no longer accurate.
This is an information from the Slack workflow builder and we can't update it ourselves.

I will flag this issue to the team responsible for maintaining Slack integration.