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Intercom walkthrough

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Intercom API version 2.15 is currently supported.

To connect Intercom with your destination, follow the step-by-step tutorial.

Reports

Intercom provides two types of reports:

  • Predefined reports
  • Custom reports

Predefined reports

Refer to Intercom predefined reports for the available predefined reports.

Custom reports

Select a specific report to pull data from Intercom after creating a connection.

The Contacts, Conversations, Segments, and Tickets reports support two data extraction methods:

  • All: Retrieves all data regardless of time period.
  • Incremental: Retrieves data within a specified date range.

Tickets report

The Tickets report exposes Intercom's Ticket object as a source table. You can access it as a custom report or as a predefined report. Both options use the same Intercom endpoint (POST /tickets/search) and produce identical data.

Incremental field options: updated_at (default) or created_at.

note

To use the Tickets report, you must re-authorize your Intercom connection to grant the Read tickets OAuth scope. Existing connections without this scope return a missing-scope error when you run the Tickets report. Your other reports continue to work without re-authorization.

To re-authorize:

  1. Open your Intercom connection in Data Integration.
  2. Click Re-authorize.
  3. Approve the updated Intercom consent screen, which now includes Read tickets.
  4. Re-run your data flows.

Refer to the Intercom predefined reports topic for the full Tickets field schema.

Behavior changes in existing reports

After the API upgrade to v2.15, your existing column mappings continue to work without changes. However, some field values in newly extracted records may differ from older records.

  • Conversation part types now use more granular categories. Records previously logged as comment now reflect specific part types.
  • AI Agent resolution_state enum renames: abandoned is now negative_feedback, routed_to_team is now escalated. A new value procedure_handoff is also available.
  • Conversation rating now returns the latest completed rating instead of the latest overall rating.
note
  • Start Date is mandatory.
  • You can retrieve data for the date range specified between the start and end dates.
  • If you leave the end date blank, Data Integration pulls the data at the current time of the Data Flow's run.
  • Date timezone: UTC.
  • Use the Last Days Back For Each Run option to gather data from a specified number of days before the selected start date.

Limitations

  • Intercom implements API Rate Limits to safeguard against API traffic spikes that could jeopardize their databases. To learn more, refer to the API Rate Limits topic.
  • Companies Report: Only one app can run a report at a time. If you try to have more than one running Data Flow per app, you will get an error message.
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