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Import Intercom tickets

Quick start​

Connect Intercom in NEXT, enable the Teamspace subscription for this import, and let the scheduled sync pull Intercom conversations and tickets into NEXT as Highlights.

Why integrate with Intercom?​

Intercom often sits at the intersection of support, onboarding, and product communication. That makes it a strong source of customer language, friction, and follow-up context. Importing Intercom into NEXT helps teams analyze that signal at scale instead of reading conversations one by one.

  • It brings live support and ticket demand into the same analysis flow as other feedback channels.
  • It helps product teams see what customers are repeatedly blocked by in day-to-day conversations.
  • It reduces the gap between support tooling and insight workflows.

What gets imported​

  • Object in NEXT: Highlights
  • Source objects: Intercom conversations and tickets
  • Included fields: Conversation or ticket title, body text, requester, assignee, status, tags, and source links when available.

Authentication​

OAuth 2.0 through the Intercom connection in NEXT.

Connection notes​

  • Connect Intercom in Settings -> Integrations and authorize the workspace NEXT should read.
  • Enable the Teamspace subscription that should receive the imported support items.

Configuration notes​

  • Subscription filters can be used to focus on the Intercom items relevant to the Teamspace.
  • Imports run incrementally from the last successful sync rather than re-reading the entire workspace every time.

Filtering​

Intercom subscriptions support LIQE filters. For the syntax reference, see Use LIQE filters.

Intercom filters run against these fields:

  • id
  • title
  • state
  • open
  • tags

Examples:

  • open:true
  • state:"closed"
  • tags:"Bug"

Limitations​

  • Only items visible to the connected Intercom workspace are imported.
  • Historical coverage depends on the subscription start timestamp.

Troubleshooting​

  • Reconnect Intercom if the workspace authorization changes or expires.
  • If items are missing, check the Teamspace filter settings and confirm the items are newer than the subscription window.

FAQ​

What does NEXT create?​

Each imported Intercom item becomes a Highlight with the support text and key metadata used for analysis.

Can I control which Intercom items are imported?​

Yes. Use the subscription configuration to narrow the import scope for each Teamspace. See the Filtering section above for the available fields and examples.