{"id":7244,"date":"2021-09-23T08:00:37","date_gmt":"2021-09-23T08:00:37","guid":{"rendered":"https:\/\/www.process.st\/help\/docs\/intercom-process-street-integration\/"},"modified":"2024-03-07T11:32:44","modified_gmt":"2024-03-07T11:32:44","slug":"intercom-process-street-integration","status":"publish","type":"ht_kb","link":"https:\/\/www.process.st\/help\/docs\/intercom-process-street-integration\/","title":{"rendered":"Intercom + Process Street Integration"},"content":{"rendered":"<p><img decoding=\"async\" class=\"alignnone size-full wp-image-9883\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/02\/Integrate-Intercom-03.png\" alt=\"\" width=\"100%\" \/><\/p>\n<p>You can integrate <a href=\"https:\/\/intercom.com\" target=\"_blank\" rel=\"noopener\">Intercom<\/a> with <a href=\"https:\/\/www.process.st\/\" target=\"_blank\" rel=\"noopener\">Process Street<\/a> workflow runs using <a href=\"https:\/\/zapier.com\" target=\"_blank\" rel=\"noopener\">Zapier<\/a>.<\/p>\n<p>When new customer tickets come in via Intercom, Zapier can automatically create a Process Street customer support process with the relevant data pulled in. This means your support team can answer all conversation tickets in a set, standardized way.<\/p>\n<h3>Use case:<\/h3>\n<ul>\n<li>A SaaS startup uses Intercom to receive customer support tickets<\/li>\n<li>They also use Process Street to manage their workflows<\/li>\n<li>They want the Process Street customer support process to be launched whenever a new Intercom ticket is submitted, and have the customer&#8217;s data automatically pushed into the workflow run<\/li>\n<\/ul>\n<p><em><strong>Plan: This integration is available to customers on <a href=\"https:\/\/www.process.st\/pricing\/\">all plans<\/a>.<\/strong><\/em><\/p>\n<p><em><strong>Users: In order to create an API key for integrations, you must be an Administrator.<\/strong><\/em><\/p>\n<h3>Process overview:<\/h3>\n<ul>\n<li>We will create a Zap in Zapier<\/li>\n<li>We will create a trigger for the Zap which is when a new customer ticket has been submitted through Intercom<\/li>\n<li>We will create an action for the Zap which is the creation of a customer support process in Process Street<\/li>\n<\/ul>\n<p>Let&#8217;s build the Zap.<\/p>\n<h2>Using a Process Street workflow<\/h2>\n<p>For this use case, the &#8220;<a href=\"https:\/\/www.process.st\/templates\/customer-support-process-checklist\/\" target=\"_blank\" rel=\"noopener\">Customer Support Process<\/a>&#8221; is used. It&#8217;s a free <a href=\"https:\/\/www.process.st\/help\/docs\/what-is-a-template\/\" target=\"_blank\" rel=\"noopener\">template<\/a> from our <a href=\"https:\/\/www.process.st\/help\/docs\/template-gallery\/\">workflow gallery<\/a>. We use a similar process when responding to our own support tickets.<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/customer-support-process-checklist-2\/\" width=\"100%\" height=\"600\" frameborder=\"0\"><\/iframe><\/p>\n<p>Make sure you add the workflow to your account.<\/p>\n<h2>Creating the Zap with Zapier<\/h2>\n<p><a href=\"https:\/\/www.process.st\/help\/docs\/zapier\/\" target=\"_blank\" rel=\"noopener\">Zapier<\/a> is a &#8220;when this happens, do this&#8221; tool that connects over 3,000 apps together. The &#8220;when&#8221; part is the trigger, and the &#8220;do&#8221; is the action.<\/p>\n<p>When the trigger and action are combined, it&#8217;s called a Zap.<\/p>\n<p>Sign in to Zapier (or <a href=\"https:\/\/zapier.com\/sign-up\/\" target=\"_blank\" rel=\"noopener\">make an account<\/a>) and then hit the &#8220;Make a Zap!&#8221; button on the dashboard.<\/p>\n<h2>Setting up Intercom as the trigger<\/h2>\n<h3>1. Find Intercom via the search bar<\/h3>\n<p>In the Zapier editor, use the middle search bar to find Intercom.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-1.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>Then click on it to select it as the trigger app.<\/p>\n<h3>2. Choose the trigger in Intercom<\/h3>\n<p>For this use case, the appropriate trigger event is &#8220;New Conversation&#8221;.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-2-1024x512-1.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>After choosing &#8220;New Conversation&#8221;, hit continue.<\/p>\n<h3>3. Allow Zapier access to your Intercom account<\/h3>\n<p>If you haven&#8217;t given Zapier access to your Intercom account before, press the &#8220;Sign in to Intercom&#8221; button.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-17-1024x512-1.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>You&#8217;ll then want to click &#8220;Authorize access&#8221;.<\/p>\n<p>Once Zapier has access, your screen should look similar to the screenshot below.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-3.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<h3>4. Pull in data from Intercom<\/h3>\n<p>The next step is to pull conversation data (or sample conversation data) from Intercom into Zapier.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-4-1024x512-1.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>Hit &#8220;Test &amp; Review&#8221;.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-5.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>Then press &#8220;Done Editing&#8221;.<\/p>\n<p>That&#8217;s the first half of the Zap successfully set up.<\/p>\n<h2>Setting up Process Street as the action<\/h2>\n<h3>1. Click &#8220;Do this&#8230;&#8221;<\/h3>\n<p>Click the &#8220;Do this&#8230;&#8221; widget. This will begin the process of setting up the action.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-6-1024x512-1.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<h3>2. Find Process Street via the search bar<\/h3>\n<p>Use the middle search bar again, but this time search for Process Street.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-7.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>Then click on it to select it as the action app.<\/p>\n<h3>3. Choose the action in Process Street<\/h3>\n<p>The appropriate action event for this use case is &#8220;Run Workflow&#8221;.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-8-1024x512-1.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>Click &#8220;Continue&#8221;.<\/p>\n<h3>4. Allow Zapier to your Process Street account<\/h3>\n<p>To allow Zapier access to your Process Street account, press &#8220;Add New Account&#8221;, which will take you to a new window.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-9.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>You&#8217;ll then want to put in your Process Street API key. This can be found by clicking your account name in the top right-hand corner of the Process Street app. Then, by navigating to the &#8220;Integrations&#8221; tab, you&#8217;ll find the key.<\/p>\n<p>If you&#8217;ve added Process Street to Zapier before, select your account from the dropdown.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-10.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>Then press &#8220;Continue&#8221;.<\/p>\n<h3>5. Customize how you want your workflow runs to appear<\/h3>\n<p>The next step is to customize how you want your <a href=\"https:\/\/www.process.st\/help\/docs\/what-is-a-workflow-run\/\">workflow runs<\/a> to appear. This means specifying the Intercom data you want to populate the automatically generated Process Street checklists.<\/p>\n<p>First, select &#8220;Customer Support Process&#8221; as the Workflow.<\/p>\n<p>For the Workflow Run Name field, add &#8220;User Name&#8221; and &#8220;Subject&#8221; by using the dropdown. When a Process Street workflow is run, the title will be the name of whoever wrote the ticket, and the subject of their ticket. I put a &#8220;|&#8221; character in the middle to break these two pieces of information up.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-11.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>For the User Email field, select &#8220;User Email&#8221; from the dropdown.<\/p>\n<p>Then for the Intercom Conversation URL, choose &#8220;Link&#8221;.<\/p>\n<p>Finally, for the Ticket Body field, add &#8220;Body&#8221;.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-12-1024x512-1.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>Press &#8220;Continue&#8221;.<\/p>\n<h3>6. Send a test to Process Street<\/h3>\n<p>To make sure the workflow runs appear how you want them to, press the &#8220;Test &amp; Continue&#8221; button. This will push a test workflow run straight through to Process Street.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-13-1024x512-1.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<h3>7. Go to Process Street and find the workflow run<\/h3>\n<p>Go to your Process Street account and look for the workflow run in your <a href=\"https:\/\/www.process.st\/help\/docs\/reports\/\">Reports<\/a> dashboard.<\/p>\n<p>If you&#8217;ve followed the steps correctly, you&#8217;ll see the new workflow run with the title, subject, user email, Intercom link, and ticket body data all pulled through.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-14-1024x512-1.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<h3>8. Go back to Zapier and press &#8220;Done Editing&#8221;<\/h3>\n<p>Now go back to Zapier and press the &#8220;Done Editing&#8221; button.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-16.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>A pop-up will then appear, asking you to turn your Zap on. By turning it on, the Zap will generate a Process Street support ticket workflow run (with the appropriate data pulled in) each time a new conversation is started through Intercom.<\/p>\n<p>Press &#8220;Turn Zap On&#8221;.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.process.st\/help\/wp-content\/uploads\/2024\/03\/Intercom-PS-15.png\" alt=\"Intercom Integration\" width=\"100%\" \/><\/p>\n<p>After that, the final step is to name the Zap.<\/p>\n<p>I called it &#8220;Intercom Conversation -&gt; Process Street Support Process&#8221;, but you can call it whatever memorable name you wish.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>You can integrate Intercom with Process Street workflow runs using Zapier. When new customer tickets come in via Intercom, Zapier can automatically create a Process Street customer support process with the relevant data pulled in. This means your support team can answer all conversation tickets in a set, standardized way. Use case: A SaaS startup [&hellip;]<\/p>\n","protected":false},"author":13,"template":"","meta":{"_acf_changed":false,"available_plan":"All plans","available_product":"Integrations","footnotes":""},"ht_kb_category":[194],"ht_kb_tag":[197,536],"class_list":["post-7244","ht_kb","type-ht_kb","status-publish","hentry","ht_kb_category-integrations","ht_kb_tag-integrations","ht_kb_tag-intercom"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb\/7244","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb"}],"about":[{"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/users\/13"}],"version-history":[{"count":5,"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb\/7244\/revisions"}],"predecessor-version":[{"id":7475,"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb\/7244\/revisions\/7475"}],"wp:attachment":[{"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/media?parent=7244"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb_category?post=7244"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/www.process.st\/help\/wp-json\/wp\/v2\/ht_kb_tag?post=7244"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}