Intercom#
The Intercom integration creates a structured ticket in your Intercom workspace whenever a customer submits a Resolve claim. Photos, affected items, order context, and the customer's resolution preference are attached automatically.
What you need#
Before you start, gather:
- Intercom admin access — to create a private app and access token in the Developer Hub.
- An Intercom access token — created under Settings → Integrations → Developer Hub inside a private app's Authentication section. Intercom uses bearer-token authentication, so unlike Zendesk or Gorgias there is no account email or subdomain to provide.
- Your Intercom data region — US (
api.intercom.io), EU (api.eu.intercom.io), or AU (api.au.intercom.io). Karla routes API calls to the host that matches your workspace. - A ticket type ID — the Intercom ticket type new claim tickets are created with. This is required before you can enable the integration.
Karla authenticates with your access token only — not your Intercom account password.
Connect Intercom for ticket creation#
1. Create an access token in Intercom#
In Intercom, open Settings → Integrations → Developer Hub and create (or open) a private app.
Under the app's Authentication section, copy the Access token.
Name the app something recognizable — e.g. Karla Resolve Integration.
Treat the access token like a password. Do not share it in email or chat — enter it only in the Karla portal.
The token needs permission to create tickets and attach tags in your Intercom workspace.
2. Note your data region#
Intercom workspaces are hosted in one of three regions. Pick the one that matches your workspace:
| Region | API host |
|---|---|
| US | api.intercom.io |
| EU | api.eu.intercom.io |
| AU | api.au.intercom.io |
If you are unsure, check your Intercom workspace settings or ask your Intercom admin which region your account uses.
3. Find your ticket type ID#
Intercom creates tickets against a ticket type. Karla needs the numeric ID of the type new claim tickets should use.
Find it in Intercom under your ticket type settings, or list ticket types via the Intercom API. The value looks like:
1234567Enter the numeric ID — not the display name.
4. Connect Intercom in the Karla portal#
In the Karla portal, navigate to Settings → Integrations and select Intercom.
Under API Configuration, paste your Access Token and save it. Karla stores it in a secret manager and shows only a masked preview afterward.
5. Configure integration settings#
Once the token is saved, the Integration Settings unlock:
| Field | Value |
|---|---|
| Data Region | US, EU, or AU — matches your Intercom workspace |
| Ticket Type ID | The ticket type new claim tickets are created with |
| Admin Assignee ID | Optional admin to assign new tickets to |
| Team Assignee ID | Optional team to assign new tickets to |
| Tag Admin ID | Optional admin used when attaching template tags to tickets |
| Skip Customer Notifications | When on, Intercom does not notify the customer on creation |
Save the ticket type ID, then toggle the integration on. New Resolve claims will create tickets in Intercom automatically.
The integration cannot be enabled until a ticket type ID is saved — Intercom creates tickets against a type, so the ID is required.
If you do not see Intercom under Settings → Integrations, contact your account manager — the integration may need to be enabled for your shop first.
6. Optional settings#
One optional setting lives alongside the connection:
- Ticket templates — customize the subject, body, tags, and attachments per claim reason. See Helpdesk integrations → Ticket templates.
What Karla creates in Intercom#
When a customer submits a Resolve claim, Karla opens an Intercom ticket with:
- Subject and message mapped from the claim reason and customer notes.
- Customer matched or created from the order email.
- Tags reflecting the Resolve flow type, resolution preference, and shipment phase (configured per shop).
- Attachments — claim photos and signatures uploaded to the ticket.
- Order and shipment context in the ticket — order number, carrier, tracking number, affected line items.
Your agents see a complete ticket without looking up the order elsewhere.
Troubleshooting#
Cannot enable the integration
- Save a Ticket Type ID first — the toggle stays disabled until one is stored.
Tickets not appearing
- Confirm the integration toggle is enabled in the Karla portal.
- Confirm the ticket type ID matches a real Intercom ticket type.
- Confirm the Data Region matches your Intercom workspace.
- Confirm Resolve is enabled and customers are submitting claims through an active Resolve flow.
Authentication failed after saving
- Confirm the access token was copied in full — no leading or trailing spaces.
- Confirm the token was created in the Developer Hub and is not expired or revoked.
Wrong Intercom workspace or region
- Double-check the Data Region — EU and US workspaces use different API hosts. A mismatched region returns authentication or not-found errors.
Tags not applied
- If you use template tags, confirm a Tag Admin ID is saved. Without it, Karla skips tagging.
Where to next#
- Helpdesk integrations overview — other connection options.
- Zendesk — native Zendesk integration setup.
- Gorgias — native Gorgias integration setup.
- Dixa — native Dixa integration setup.
- Kustomer — native Kustomer integration setup.
- Webhooks — push claim events to a custom endpoint instead.
- Data processing — the full claim payload shape.
- Integration and automation — auto-refunds, routing rules, and custom transformations.
- Integrate in your shop — embed Resolve on your storefront via the Browser SDK.