1.Monitors new channel mentions
Integrate Slack, chat monitoring, and messaging channels to detect new posted channel mentions and thread context to trigger ticket creation.
Create tickets from customer channel mentions in threads
Automatically monitor customer mentions in Slack channels and thread replies across Slack and Intercom. Create and update support tickets when channel mentions qualify—so you can create tickets, match requesters, and acknowledge threads without manual triage.
How this automation protects your support threads
When customer channel mentions arrive in Slack, delayed triage can cause missed context and slower replies. This automation filters qualifying mentions, matches or creates requesters, creates or updates Intercom tickets, and posts acknowledgements—so your team can respond faster in-thread.
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2.Filters qualifying mentions
Integrate Slack and routing rules to filter qualifying mentions by customer-facing channels and configured keyword presence to continue only matches.
3.Finds user by email
Integrate Slack, identity mapping, and contact lookup tools to map a profile email to requester lookup to identify the requester.
4.Finds or creates user
Integrate Intercom and contact directories to map requester email and display name to contact records to create new contacts when needed.
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5.Creates or updates ticket
Integrate Intercom and ticketing workflows to map message text and thread metadata into ticket fields to create or update tickets.
6.Posts acknowledgement
Integrate Slack and notification workflows to post back the ticket ID and guidance to the original channel or thread for tight context.
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