Intercom

Connect Intercom so your support team can turn customer conversations into Deckbell issues, and your product team can see who is affected. Open Integrations → Intercom → Configure to set it up. You need permission to manage integrations. If the card says Not available yet, Intercom isn't enabled on this Deckbell server yet.

Connecting Intercom

Choose Connect Intercom, sign in to Intercom and allow Deckbell to read conversations and contacts and to add notes. You come back to Deckbell when it's done. Each Intercom workspace can be connected to one Deckbell workspace.

Intercom signs every update it sends to Deckbell, and Deckbell ignores any that aren't signed.

Linking conversations from Intercom

In a conversation, add an internal note with a #deckbell command:

• #deckbell HRB-142 links the conversation to issue HRB-142.
• #deckbell HRB Checkout fails on Safari creates an issue called "Checkout fails on Safari" in the project with the key HRB.
• #deckbell Checkout fails on Safari (no project key) creates the issue in the Default project you picked in the settings.

Deckbell answers with an internal note that links to the issue. Issues you create this way get the customer, their company and a link back to the conversation in the description. If you're a member of the Deckbell workspace (same email), you're the issue's creator; otherwise it's whoever connected Intercom.

Linking conversations from Deckbell

On any issue, choose Link customer ticket in the right sidebar and paste the conversation's link from your Intercom inbox (or its number).

Customer tickets on issues

Linked conversations are listed under Customer tickets in the issue's right sidebar, with the customer, their company and the conversation's state (open, snoozed or closed), which updates as it changes in Intercom. The number of linked tickets also shows on board cards, so you can see which issues affect the most customers; use the Has customer tickets filter to see only those issues. See Projects.

Notes back in Intercom

Two settings decide what Deckbell writes back, as internal notes the customer never sees:

• Note status changes: a note on every linked conversation when the issue moves to another status.
• Tell linked tickets when the issue is done: a note when the issue reaches a done status, so the agent can let the customer know.

Disconnecting

Choose Disconnect. Links already on issues stay, but they stop updating. You can also remove Deckbell from your Intercom workspace's installed apps. Connecting, disconnecting and changing settings are recorded in the audit log.