A support ticket can describe more than an issue to resolve. It can also reveal a product need. The Intercom listen integration captures those requests in Aha! Ideas automatically, so you can evaluate them alongside feedback from other sources.
Each day, the integration retrieves recent tickets for Elle, our AI assistant, to analyze. Elle identifies product requests, creates ideas or adds proxy votes to matching requests, and includes links to the original tickets. You gain more customer evidence to guide product decisions without asking your support team to log every request.
The Intercom listen integration is available with Aha! Ideas Advanced. Automatic analysis uses Aha! AI credits.
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Overview
Configure the Intercom listen integration in the Aha! Ideas workspace where you want to collect feedback. Use optional filters to focus on tickets relevant to that workspace.
Each day, the integration retrieves recent eligible tickets. Elle then:
Reviews the ticket content to identify product requests.
Checks for existing ideas that match each request.
Creates a new idea with a proxy vote when no matching idea exists.
Adds a proxy vote to a matching idea instead of creating a duplicate.
Includes a link to the original Intercom ticket.
Unlike feedback collector automation, the Intercom listen integration retrieves tickets directly. You do not need to configure Intercom to send feedback webhooks.
Retrieval runs daily, rather than in real time.
Configure the Intercom listen integration
Set up the integration in each workspace where you want to collect Intercom feedback.
Go to the User menu -> Settings -> Workspace -> Integrations.
Select Add new integration.
Find Intercom listen and click Install.
Give the integration a name.
Connect your Intercom account. The authentication window uses Pipedream to connect to Intercom.
Use the available filters to choose which tickets Elle should analyze. For example, filter by product to focus on feedback relevant to the workspace.
Click Save and continue.
Once configured, the integration retrieves recent eligible tickets automatically each day.
Import recent tickets
After setup, you can import recent tickets without waiting for the next daily run.
Open the integration configuration and click Import recent. The integration retrieves eligible tickets from its recent lookback window and analyzes them for product feedback.
This action does not import your full Intercom ticket history. Running it again does not create another idea or proxy vote for a source record that is already linked.
Review captured feedback
Automatically created ideas have a Needs review status and are not visible in your ideas portal by default. Ideas and proxy votes created by the integration show Aha! automation as the Created by user.
The integration adds feedback directly to your workspace without requiring you to accept it first. Review captured requests to understand the customer need and decide which to investigate further.
Use the idea Created by filter to include or exclude automatically created ideas in the ideas overview and reports. Follow the source link when you want to read the original Intercom ticket.
You can also use AI-powered theme exploration to find recurring needs across captured requests and feedback from your other sources.
AI credits and processing limits
The Intercom listen integration uses Aha! AI credits to analyze tickets. Your account must have available credits for the integration to run.
If your account runs out of credits, retrieval stops until credits are available again. The integration does not catch up on days missed while credits were unavailable.
A daily processing limit also applies to each integration. If the integration reaches that limit, its log displays a warning that processing will resume tomorrow. Use filters to focus analysis on the tickets relevant to your workspace.
Troubleshooting
No ideas or proxy votes appear
Check the following:
Ticket eligibility: Confirm that the tickets meet the integration’s retrieval conditions.
Retrieval window: The integration processes recent tickets, rather than your full ticket history.
Filters: Confirm that your filters include the tickets you want Elle to analyze.
AI credits: Confirm that your account has credits available.
Integration log: Check for processing-limit warnings.
Not every processed ticket results in a new idea. Elle captures product requests, and it adds a proxy vote to an existing idea when it finds a match.
The integration reached its processing limit
Processing resumes the following day. Review your filters to control which tickets the integration processes for feedback each day.