From e391fee1a657084396f2c46ce6ff20711cc8c9b4 Mon Sep 17 00:00:00 2001 From: Trey Reynolds Date: Thu, 11 Jun 2026 18:26:24 -0500 Subject: [PATCH] Add Intercom domain skill: filing a support ticket via the in-app Fin messenger Co-Authored-By: Claude Fable 5 --- domain-skills/intercom/support-ticket.md | 36 ++++++++++++++++++++++++ 1 file changed, 36 insertions(+) create mode 100644 domain-skills/intercom/support-ticket.md diff --git a/domain-skills/intercom/support-ticket.md b/domain-skills/intercom/support-ticket.md new file mode 100644 index 00000000..01e2f863 --- /dev/null +++ b/domain-skills/intercom/support-ticket.md @@ -0,0 +1,36 @@ +# Intercom (app.intercom.com) — filing a support ticket with Intercom itself + +How to report a bug / open a ticket with Intercom support from inside the admin app. + +## Entry point + +- The admin app has Intercom's own messenger for admin support: a dark circular + launcher pinned to the bottom-right corner of the viewport. Click it to open the + "Fin" support panel. No URL route for it — it's an overlay widget. +- The messenger identifies the **logged-in admin** (greets them by first name). + Replies to the conversation are delivered to that admin's messenger AND their + login email — check who you're logged in as before filing if follow-up routing + matters. +- The workspace (app) ID is in the inbox URL: `app.intercom.com/a/inbox//...`. + Include it in bug reports. + +## Flow + +1. Fin (AI agent) answers first. Give it a complete bug report in ONE message: + steps to reproduce, expected vs actual, workspace ID. It will validate against + documented behavior — useful confirmation that what you're seeing is a bug. +2. Fin does NOT create a ticket on its own. Explicitly ask it to "escalate this + conversation to your support team so it is logged as a bug ticket." It then + hands off: "connecting you with a human agent" → categorizes the conversation + → confirms team reply time (~4 hours) and the email replies will go to. +3. There's no ticket number surfaced at handoff time — the human team provides + references later in the same conversation. + +## Composer quirks + +- The message input is single-line-styled and **sends on Enter**. Type the whole + message via `type_text()` with no newline characters, then `press_key('Enter')`. +- Fin's longer replies overflow the panel; scroll inside the messenger panel + (mouse over it) to read the full response before replying. +- Fin responses stream in over ~10-15s with a typing indicator — wait before + screenshotting or you'll capture a partial reply.