Map List Attributes to a Numeric Value

Question

I’ve built a data connector to a 3rd party provider via their API. I’ve created workflows that trigger on ticket type creation and I want to pass data from the ticket into the data connector. The List attribute in the ticket definitions exposes meaningful text for the agent, but the API requires a numeric value (in this case it’s a priority, where we want to present Urgent | High | Medium | Low, but the API expects 1 - 4).I’ve chatted with Intercom Support and they’ve said this isn’t possible at the moment, so leaving it here as a feature request.

Paul Byrne · Accepted Answer

Hi ​@Derek LakinPaul here from weekend support engineering to help you out 🤝I welcome your feature request and its a great welcome to inspire discussion and let other memories of our Intercom community know were aware of the need for this functionality.At the moment as you know, Intercom’s workflows and data connectors don’t support transforming or mapping attribute values (like converting “Urgent” to 1) before sending data.Your feedback is valuable, though, and I’ll make sure this is passed on as a feature request to the product team for future consideration.In the meantime, a possible workaround is to handle the mapping outside Intercomfor example, in your backend or middleware that processes the data after it leaves Intercom but before it hits the third-party API.

Derek Lakin · Answer

Thanks, Paul. I appreciate your response and suggestion. Under the circumstances, I think it’s easier to explain the numbers to our agents :)

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