What You Can Do
Once connected, PlayerZero AI agents can:- Search tickets — Find tickets using filters across fields like state, assignee, category, and dates with pagination support
- Get tickets — Access full ticket details including title, description, state, and attributes
- Create tickets — Create new tickets with title, description, ticket type, and contact assignment
- Update tickets — Modify existing ticket title, description, state, and assignments
- Reply to tickets — Post admin comments directly on tickets with HTML formatting support
- Search conversations — Find conversations using multi-filter search with pagination
- Get conversations — Read full conversation details and message threads
- Reply to conversations — Post replies visible to customers, internal admin notes, or assignment updates on conversations
- Close conversations — Mark conversations as closed when issues are resolved
- Open conversations — Reopen closed or snoozed conversations that need further attention
- Snooze conversations — Temporarily snooze conversations for later follow-up
- Assign conversations — Route conversations to a specific admin or team member
- List admins — Discover available admins for assignment and routing decisions
- Get admin details — Look up specific admin information and metadata
- Manage tags — List, create, and delete tags in your Intercom workspace
- Tag contacts and conversations — Apply or remove tags on contacts and conversations for organized categorization
Use Cases
- Automated triage — AI agents analyze incoming Intercom conversations and surface relevant code context, related tickets, or known issues
- Conversation lifecycle management — Route and manage conversations end-to-end — assign to the right team member, snooze for follow-up, or close resolved items
- Ticket management — Create tickets from debug findings or update existing tickets with root cause analysis and investigation results
- Debug-to-reply workflow — Convert debug findings into well-documented Intercom replies with root cause analysis
- Cross-reference analysis — When investigating bugs, agents pull in related Intercom conversations and tickets for full customer impact context
- Tag management — Organize contacts and conversations with tags based on investigation findings, issue categories, or customer segments
Setup
Setup starts in PlayerZero — no pre-configuration in Intercom is required.
- In PlayerZero, navigate to Settings → Ticketing
- Find Intercom and click Connect
- You’ll be redirected to Intercom to log in and authorize PlayerZero
- After authorization, select which PlayerZero projects should have access to this integration