Intercom + Slack + Notion Integration

Overview

This integration connects Intercom, Slack, and Notion to streamline customer support ticket management. It allows teams to seamlessly create and manage tickets in Notion directly from Intercom, while also ensuring related Slack communication is automatically synchronized.

Features

1. Create Notion Ticket from Intercom

• Users can select "Create Notion Ticket" from the three-dot menu on an Intercom message.
• The integration retrieves all existing ticket titles from Notion.
• An AI/LLM determines whether an existing ticket should be used or if a new ticket should be created.

2. Avoiding Duplicate Tickets

• If AI finds an existing relevant ticket, the Intercom conversation is linked to that ticket.
• If AI determines a new ticket is needed:
  • A new Notion ticket is created with:
    • ID: Generated with the prefix JMP (e.g., JMP-123)
    • Intercom Conversations: List of conversation URLs
    • Title: AI-generated ticket title
    • Description: AI-generated summary of the issue
    • Slack Channel: A link to the associated Slack channel

3. Slack Channel Creation & Management

• A Slack channel is created in the format {Notion ticket ID}-{AI generated title slug} (e.g., #JMP-123-customer-exchange-wont-sync).
• The Intercom API retrieves all participating admin users.
• The Slack API fetches all Slack users.
• The integration uses String.jaro_distance to match Intercom users to Slack users and automatically adds them to the Slack channel.
• The Slack channel topic is set to the Notion ticket URL.
• The Notion ticket is updated with the Slack channel link.

4. Updating Existing Tickets

• If AI selects an existing ticket:
  • The Intercom conversation is added to that ticket.
  • The Intercom admin users are matched to Slack users and added to the corresponding Slack channel.

5. Closing Tickets

• When a Notion ticket is marked as "Done":
  • A message is posted to the Slack channel.
  • All linked Intercom conversations receive a notification that the issue is resolved.

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Setup & Installation

Environment Variables

Ensure the following environment variables are set:

INTERCOM_API_KEY=<your-intercom-api-key>
NOTION_API_KEY=<your-notion-api-key>
NOTION_DATABASE_ID=<your-notion-database-id>
SLACK_API_TOKEN=<your-slack-api-token>
GOOGLE_GEMINI_API_KEY=<your-google-gemini-api-key>
INTERCOM_ADMIN_ID=<your-intercom-admin-id>
INTERCOM_APP_ID=<your-intercom-app-id>

Installation

1. Clone the repository:

   git clone <repo_url>
   cd intercom-slack-notion-integration

2. Install dependencies:

   mix setup

3. Set up environment variables (see .env.example for reference).
4. Start the Phoenix server:

   mix phx.server

   Or start it inside IEx:

   iex -S mix phx.server

5. Visit http://localhost:4000 in your browser.

Intercom Setup

• Register an Intercom app in Intercom Developer Hub.
• Add a Custom Action in Intercom for "Create Notion Ticket."
• Configure the action to call this service's API endpoint.

Notion Setup

• Create a database in Notion with required fields (ID, Intercom Conversations, Title, Description, Slack Channel).
• Share the database with the Notion integration bot.

Slack Setup

• Create a Slack App in Slack API Dashboard.
• Enable the required scopes (channels:manage, channels:write, users:read, chat:write).
• Install the app in your Slack workspace.

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API Endpoints

POST /create-ticket

Triggered when "Create Notion Ticket" is selected in Intercom.

Request Body:

{
  "intercom_conversation_id": "1234567890",
  "message": "Customer is experiencing an issue with syncing."
}

Response:

{
  "status": "success",
  "notion_ticket_id": "JMP-123",
  "slack_channel": "#JMP-123-customer-exchange-wont-sync"
}

POST /ticket-done

Triggered when a Notion ticket is marked as "Done."

Request Body:

{
  "notion_ticket_id": "JMP-123"
}

Response:

{
  "status": "success",
  "message": "Ticket closed in Slack and Intercom."
}

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Technologies Used

• Intercom API (for retrieving and updating conversations)
• Notion API (for ticket management)
• Slack API (for channel creation and user management)
• Google Gemini AI (for AI-driven ticket categorization and title generation)
• String.jaro_distance (for fuzzy name matching between Intercom and Slack users)

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Contributing

Feel free to open issues and submit pull requests to improve the integration.

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License

This project is licensed under the MIT License.