The moment it happens

Get notified about new and resolved Intercom tickets

You hear when a ticket is created or changes state, with its title and customer.

Runs: The moment it happens
Apps: Intercom
AI: Not needed
Access: read tickets

Send this to your assistant

Create a ClickRuntime automation: when an Intercom ticket is created or moves to resolved, post the title, state and customer to #support in Slack.

Paste it into your assistant. It tells you what it will send or change before it runs live.

Add to ChatGPT Add to Claude

First time? Adding ClickRuntime to your assistant takes about two minutes.

Why use it

Why teams use this automation

Intercom tickets track longer-running customer problems, such as a refund that needs finance or a bug waiting for engineering. A ticket moves from submitted to in progress to waiting on customer to resolved, and each change matters to someone. The customer success manager does not see that finance resolved the refund, and the customer is left wondering for days because nobody told them it was done.

Whenever a ticket is created or its state changes in Intercom, ClickRuntime receives the event and posts a formatted message with the ticket title, its new state and the customer. The relevant people see the change at once without opening each ticket.

It helps teams that hand tickets between support, finance, engineering and success, where a status change in one team is a trigger for another.

What you get out of it

Handoffs between teams do not stall
When engineering moves a ticket to resolved, support needs to tell the customer. A visible change makes sure the next person acts, which prevents the common gap between fixing a problem and telling the customer.
Customers hear about progress
Customers who wait for a refund or a bug fix are more patient if they get updates. Seeing state changes promptly lets the person owning the customer relationship send a short, informed message.
Stuck tickets are easier to spot
If a ticket stays in waiting on customer for a long time, the channel shows that it has not moved since the last post. That gives managers a trail to follow when asking why a case is open.
New tickets are noticed immediately
A freshly created ticket might be urgent, such as an outage reported by a large account. Seeing it as soon as it is created lets someone assign it, instead of discovering it during the next review.
A running history for the case
The channel records each state change with its time. When a customer disputes how long something took, you can show the sequence of events instead of relying on recollection. That is more convincing to the customer, and to your own managers, than a vague memory of when things happened.

How it works

What happens, step by step

When a ticket is created in Intercom or its status changes, ClickRuntime picks it up straight away.
It reads the ticket title, the new status (such as resolved) and the customer it belongs to.
A message goes to your #support Slack channel with the ticket number, title, status and customer.

Before it runs live

Connect Intercom
Paste your automation's link into the other app's webhook settings

What you get

RunsThe moment it happens

Get notified about new and resolved Intercom ticketsjust nowSucceeded

Slack · #supportTicket 312: Bulk export missing rows · resolved · ops@northwind.example

Build your own

Need it to work differently?

This template is a starting point. Copy the prompt and change it, or describe a different automation from scratch, with your own conditions, more apps or an AI step. Your assistant writes it, tests it and runs it on ClickRuntime.

Your own rules
Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.
Any number of apps
One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.
AI where it helps
Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.
On a schedule or on each event
Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

Changes you can ask for

Act only on the items that match your own rules, and skip the rest
Add an AI step, for example to summarize, sort or draft a reply
Add another app, for example also send it to Slack
Combine it with other Intercom steps into one automation

Under the hood

The code that runs this automation

This is the Python script that runs each time the automation starts. Your AI assistant writes it for you when you send the prompt, and you allow each step in your assistant. To change how the automation works, describe the change to your assistant and it updates the script for you. For every function it can use, see the script reference.

new_ticket_ticket_status_change_alert.pyexample

from clickruntime import on_event, notify

@on_event
def handle(event):
    body = event.json or {}
    topic = body.get("topic")
    t = body.get("data", {}).get("item", {})
    st = (t.get("ticket_state") or {}).get("category")
    if topic == "ticket.state.updated" and st != "resolved":
        return {"posted": False}
    if topic not in ("ticket.created", "ticket.state.updated"):
        return {"posted": False}
    contacts = (t.get("contacts") or {}).get("contacts") or [{}]
    title = (t.get("ticket_attributes") or {}).get("_default_title__", "Untitled")
    notify.slack(f"Ticket {t.get('ticket_id')}: {title} · {st} · {contacts[0].get('email', 'unknown customer')}", channel="#support")
    return {"posted": True}

FAQ

Common questions

What ticket states does Intercom have?

Intercom tickets typically move through states such as submitted, in progress, waiting on customer and resolved. Your workspace may use different names for them if you have customized ticket types, and the alert shows whatever state name Intercom sends.

Can I be alerted only when a ticket is resolved?

Yes. You can limit the alert to particular states, so that only a move to resolved, or only new tickets, creates a message. That keeps the channel focused on the event your team needs to act on.

Does it work for tickets customers create themselves?

Yes. The event fires whether the ticket was created by a customer through your messenger or portal, or by a teammate on their behalf. Both kinds appear in the notification with the customer's details and the ticket title.

What permissions does it need?

read tickets. Nothing else in your accounts is used.

Does it need AI?

No. It runs without AI, so it doesn't use your plan's AI allowance.

How many runs does it use?

One run for each event the app sends.

Can I change how it works?

Yes. Describe the change to your AI assistant, for example a different schedule, channel or filter. It updates the automation, tests it and tells you what changed.

The moment it happens