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confirmation email needed for API-created tickets

K

We have two methods of intercom support ticket creation: emailing support@, and an in-app submission form using the intercom api.

We want an identical confirmation email to be sent for both methods. Email is easy - workflow to assign incoming email to team and send the confirmation message. Our issue comes when we try to create a workflow to send the message for tickets created via API. 

Intercom support Fin recommended a "when a ticket is created" workflow + send message. We see the message in the API-created ticket within Intercom, but users are not receiving it via email (they only get the status update email). We have both conversation updates and status updates on in email settings, but we'd rather not have ticket status updates and instead control our own, branded response.

Can you impart any guidance, here? Thanks in advance!

Best answer by Steeve Cayla

​@Kevin Sotka you’re creating a ticket via the API (and assign it at the same time to a team in the same call). By doing so you’re replicating the fact that the customer is creating a ticket. So that’s normal that no email is being sent. Just send another API call just after that creates a message from an agent, confirming just like you’re doing for the email workflow.

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Steeve Cayla
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  • Steeve Cayla
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  • July 18, 2025

​@Kevin Sotka you’re creating a ticket via the API (and assign it at the same time to a team in the same call). By doing so you’re replicating the fact that the customer is creating a ticket. So that’s normal that no email is being sent. Just send another API call just after that creates a message from an agent, confirming just like you’re doing for the email workflow.

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K
  • Kevin Sotka
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  • July 18, 2025

​@Steeve Cayla I appreciate the response! here’s a response we received from Intercom:
 

For those API-created tickets, they always default to the Messenger channel upon creation.

Instead, you could create a Conversation on the Email Channel and then convert it to a ticket / update with the required ticket attributes for this specific use case.

 

Then in the workflow, when you send use the "Message" action - you have your custom copy that sends out via email vs. sends the update in the Messenger.

All tickets still show up in the Tickets section for the user, it's just the communication that would be on the email channel.

 

we’re looking into multiple api calls, one to create a conversation, another to update the conversation (one limitation of conversations is we can’t immediately send user info like device, app build, etc), then an intercom workflow to make it a ticket, assign it, and send a message, which will theoretically now be via email channel. wish us luck!

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