Intercom

Support conversations say things about an account that no property captures. Connecting Intercom syncs its conversations into Zero as issues, linked to the right companies and contacts, so they sit alongside the rest of the record.

How to connect Intercom to Zero

Only workspace admins can connect or disconnect issue tracker integrations.

1

Create an internal app in the Intercom Developer Hub and copy its Access Token.

The token needs read access to conversations and contacts.

2

In Zero, go to Settings → Connections → Integrations. Scroll to Issue Tracker integrations and click Connect Issue Tracker.

3

Select Intercom, paste the Access Token into the Issue Tracker API Key field, and click Connect Integration.

The first sync starts immediately after connecting and pulls conversations from the last 90 days. After that, the integration updates hourly; the connected card shows the sync status and the last update time. You can also trigger a sync manually from the card's ⋯ menu → Sync data.

What gets synced

Each Intercom conversation becomes an issue in Zero:

• Name — the conversation title or subject; falls back to "Conversation with <author>".

• Status — closed conversations sync as Closed, snoozed conversations stay snoozed, and everything else syncs as Todo.

• Priority — conversations marked as priority in Intercom are flagged as priority issues.

• Labels — Intercom conversation tags. Tag changes are picked up on later syncs, even without new activity on the conversation.

• Messages — the full conversation transcript as plain text: the initial message plus replies and notes.

• Response and resolution time — from Intercom's time-to-first-admin-reply and time-to-first-close statistics.

• Link — a deep link that opens the conversation in the Intercom inbox.

How issues are matched to companies and contacts

Zero uses the conversation's primary contact to link each issue:

• The contact's email is matched (case-insensitively) against contact emails in your workspace.

• The email domain is matched against company domains. For free-mail senders, the matched contact's company is used instead.

• The source email is stored on the issue, so conversations are linked retroactively when a matching contact is created later. Associations are re-checked on every sync.

Where the data appears in Zero

In any company list, add the properties related to Issues — for example Issues, Open issues, Closed issues, and Issues by month. These fields are shared with the other issue trackers (Linear, Pylon, Plain, Front). Click an issue to preview the conversation and open it in Intercom. You can also use Issues as an entity in Reports to chart the data and pin it to dashboards.

Disconnecting

Open the connected card's ⋯ menu → Disconnect. Disconnecting stops the sync and removes the synced issue data from Zero.