Integrating Intercom with Reptrics

Integrating Intercom with Reptrics


Overview

Reptrics supports integration with Intercom to pull in conversations and associated metrics. In this article, we list the steps and requirements to integrate Intercom with Reptrics. 


Why should I integrate with Intercom?

Integrating Intercom with Reptrics with just one-click Intercom OAuth authorization enables you to :

·         View support conversations raised by your Reptrics users in one single place

·         View Service metrics based on Intercom conversations for a specific account.

·         Configure Risk Alerts and Set up Health Scores on Total Critical Tickets, Critical Unresolved Tickets, Total Tickets, Total Open Tickets, and Last Support Request Created

·         Lists Accounts on Total Critical Tickets, Critical Unresolved Tickets, Total Tickets, and Total Open Tickets.


Prerequisites for one-click integration

·         You need to have a paid account with Intercom.

·         Your access to Intercom must be equivalent to an Admin level for authorizing integration with Reptrics.

·         Existing users must have email defined for themselves in either email or business email attribute.  This enables Reptrics to identify support tickets raised by users of that account in Intercom with the users present at the Account level in Reptrics. 

NOTE:

·         Conversations are synced every 24 hours along with associated support metrics.

·         Intercom conversations take up to 6- 12 hours based on the number of tickets once authorized to fetch in all relevant conversations. 

·         Risk Alerts, Service Health, and Lists can be set up instantly.

 

Authorizing Access to Intercom

Follow the steps below to authorize Reptrics access to Intercom.

1. Log in to your Reptrics at https://app.reptrics.com/login

2. Navigate to the Integrations Hub from Settings > Integrations

 

3. Find and click on the Intercom card under the Other Available Integrations (in All or Support section) and click Connect.

 

4. If you get stuck on this page stating that the app is private, ask your Admin to provide you with the proper permission to authorize this integration.

5. Once the access is sorted, login to Intercom using your credentials and authorization and you’ll see this screen and upon Authorizing access, you’ll be redirected to the Intercom page. 

 

6. Click Authorize access. You’ll either see an alert of error if the credentials entered are incorrect in red or for successful verification in green on the top right side in Reptrics for few seconds.
 

That's it! Intercom is integrated with just authorization.

How do I check the data coming from Intercom?

Step-1: You’ll receive a confirmation email

Step-2: The Integration log page shows "Processing"


Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You can always:

1.   Chat with us.

2.   Send an email to support@reptrics.com


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