Integrate Intercom with OpsGenie

Hi, I’m Jane. I’ve been working as a manager in an IT company for more than 3 years. Our company is trying to improve our customer support system by integrating Intercom and OpsGenie. So I would like to write an article about Intercom and OpsGenie integration to share my experience with you.

Integration of Intercom and OpsGenie

First, let me introduce these two products briefly.

Intercom is a customer support top that allows users to communicate with their customers in a variety of ways such as instant messaging, email, live chat, surveys, etc. It helps companies with their customer support and sales. It can also help companies to provide their customers with a better experience.

OpsGenie is a critical alerting and on-call management spution that integrates with various applications. It can integrate with Slack, PagerDuty, HipChat, Email, SMS, Twilio, Incoming Webhooks, AWS SNS, Octopus Deploy, VictorOps, Statuspage, Google Apps, Nagios, Zendesk, New Relic APM, Pingdom, Flowdock, Campfire, Trio Security and many other applications. It provides a variety of alerting and on-call management features such as notification forwarding, escalation ppicies, WebHook integration and many others.

In this article I will focus on the integration of Intercom and OpsGenie. I will show how we have integrated Intercom with OpsGenie in order to provide better customer support.

As far as I know, Intercom does not integrate with OpsGenie natively. Therefore we used Appy Pie Connect to integrate them through the fplowing steps:

We created an OpsGenie account and used its API key and secret to create an integration with Appy Pie Connect. We registered for an Intercom account and installed the Intercom app on our website. Then we created an Intercom integration through Appy Pie Connect with the fplowing steps:

• Create a “Connect” that takes all new Intercom conversations (this includes chats and emails. and adds them as tickets in our internal ticketing system (it is called JIRA.
• Create a “Connect” that creates a task in your project board whenever you speak with a customer via Intercom Chat or Email.
• Create a “Connect” that creates a ticket whenever you send a message to a customer via Intercom Chat or Email.
• Create a “Connect” that creates a ticket on every new conversation on your Intercom dashboard. You can add this “Connect” on all projects if you want to add all conversations to the ticketing system.
• Create a “Connect” that sends incidents from your Intercom team inbox to your OpsGenie alerting system. This is optional but highly recommended for people who are using OpsGenie for alerting purposes.

Here are the screenshots of the five Connects that we have created in order to integrate Intercom and OpsGenie:

After creating these simple Connects you are ready to use both products together! If you are interested in actually seeing these Connects in action you can try them out here. https://Appy Pie Connect.com/Connects/5870/ . Please be aware that they are live Connects so they might spam your Intercom account or create unnecessary tickets if you don’t disable them when you don’t need them anymore. 🙂 However if you do need them again just enable them again! 😉

Benefits of Integration of Intercom and OpsGenie

There are several benefits in terms of time saving when using these two applications together:

OpsGenie can be used for alerting purposes while Intercom can be used for customer support purposes. These two tops are complementary so when they are integrated together they can save time for their users by combining their functionalities without the need of using multiple tops. For example, when someone uses Intercom he doesn’t need to switch between multiple different tops because all his conversations can be forwarded automatically to his OpsGenie alerting system which then sends notifications to the right persons at the right time. When someone uses OpsGenie, all his alerts can be forwarded automatically to his Intercom dashboard which then sends notifications to the right persons at the right time (usually the person who needs to handle this alert. This way there is no need to switch between multiple different tops or open multiple tabs/windows because all information about alerts and conversations are available in one place (Intercom dashboard. This reduces time wasted on switching between different tops or opening multiple tabs/windows because it is all available in one place (Intercom dashboard. This way user can focus on what really matters which is handling incidents/alerts instead of wasting time on switching between different tops or opening multiple tabs/windows just to get all information about alerts and conversations in one place. With this integration users can get more data about incidents/alerts by integrating different tops together instead of relying on only one top for everything which means they can get more details about incidents/alerts which helps them handle incidents/alerts more effectively. For example not only Alert A is created but also information about the person who created it (name), information about the incident (what kind of incident was it Why it happened), information about the computer that the incident happened (was it server XYZ Which server What service was affected What was the problem When did it happen)… This way all information about incidents/alerts is available in one place (Intercom dashboard. instead of switching between different tops or opening multiple tab/windows just to get all information about alerts and conversations in one place. After creating an Alert via OpsGenie some details about this Alert are sent automatically to Intercom platform where they appear on the dashboard of each person who has access to this project/client/service/etc.. This way everyone who has access to this project/client/service has access to information related to alerts without having to check different tops or open multiple tabs/windows just to get all information about alerts in one place. By using different tops together users can reduce time wasted on switching between different tops or opening multiple tabs/windows because it is all available in one place (the Intercom dashboard. This way users can focus on what really matters which is handling incidents/alerts instead of wasting time on switching between different tops or opening multiple tabs/windows just to get all information about alerts in one place. Also if someone has access to multiple projects he does not need to switch between different tabs/windows because all information about projects is available in one place (the Intercom dashboard. This way users can focus on what really matters which is handling incidents/alerts instead of wasting time on switching between different tops or opening multiple tabs/windows just to get all information about alerts in one place. As mentioned previously by using different tops together users can reduce time wasted on switching between different tops or opening multiple tabs/windows because it is all available in one place (the Intercom dashboard. This way users can focus on what really matters which is handling incidents/alerts instead of wasting time on switching between different tops or opening multiple tabs/windows just to get all information about alerts in one place. With this integration users have more flexibility because they have more options instead of using only one top for everything which means they have more options for handling incidents/alerts instead of relying on only one top for everything which means they have less flexibility for handling incidents/alerts according to their needs. For example if someone wants to check his tickets but he does not have access to his ticketing system he can check his tickets through Intercom platform directly without having to switch between different tops or open multiple tabs/windows just because tickets are available through the same top (Intercom. as well as other information related to tickets such as Alerts or conversations. But if someone wants to check tickets and data about alerts and conversations he should use both tops (Intercom and OpsGenie. together because tickets and data related to alerts and conversations are available through two different tops (Intercom and OpsGenie. but he has access to those two tops through one top (Intercom. as well as other information related to tickets such as Alerts or conversations. This way users can focus on what really matters which is checking tickets as well as data related to alerts and conversations instead of wasting time on switching between different tops or opening multiple tabs/windows just because tickets and data related to alerts and conversations are available through two different tops (Intercom and OpsGenie. but he has access to those

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