Import support tickets from Intercom

Support tickets can reveal important information on customer experience and feedback. Marvin can help you turn this passive data into actionable insights for your work.

Marvin integrates seamlessly with paid Intercom accounts to import tickets and give you the tools to annotate the data. To begin, you must integrate your Intercom account with Marvin.

Navigate to Integrations from Settings in the left navigation panel. Only one person in your team needs to set up the Intercom integration to connect the account for all Marvin users.

Click Connect under Intercom. You can also integrate the first time you try to import tickets from Intercom. You must have a paid Intercom account to integrate.

You’ll see a new tab open* where you need to enter your Intercom credentials. To proceed, you’ll have to grant Marvin access to your Intercom conversations.

*Please make sure that your browser settings allow pop-up windows.
​

If you select Authorize access, you’ll see a message confirming the integration. Once complete, this will connect the Intercom account to Marvin for your entire team.

You can connect multiple Intercom workspaces to your Marvin account. Click the + sign under Intercom to add a new workspace.

To add data from Intercom tickets, navigate to your project from Home or Projects. In the Files tab, click Add new files > Support tickets > Import Intercom conversations.

You'll see all the Intercom workspaces you've connected to Marvin. Select one and click Import.

When you begin the import, you have to decide whether you want to attach the customer’s name and email ID to the issue. This can add context in a lot of cases, which is why we recommend you attach the data. However, if you need to anonymize the data, select Keep customers anonymous.

Marvin offers three views for you to evaluate all the data:

In this view, all responses will be grouped by question. For example, you’ll be able to see all requests by customers or all tags in one tab. Click on each question to see the responses.

This view is helpful when you’re evaluating a specific metric, such as customer satisfaction or most common issues.

Use filters to drill down to specific information. Select the dropdown Filter responses by and click Apply once you’ve checked all the relevant filters.

Marvin will automatically detect whether objective questions are single choice, multiple choice, NPS or ranking. In case you need to change the categorization, you can do so from the drop down menu.

Choose whether you want to visualize the data as a pie chart or bar graph, or listed as raw data.

In this tab, you'll see a separate entry for each conversation. This is the best way to read and track all the responses for each support ticket.

Under the Conversations tab, you’ll see responses grouped by customer. You’ll be able to read all the responses as a conversation. This is useful to track sentiment at a customer level.

You can analyze your support data in a few different ways:

You can learn more about analyzing notes in our help center article.

You don’t need to manually import responses each time you analyze support tickets. Marvin will automatically update responses once a day if you toggle on Update data everyday against the file name in the Files tab of your project.

You can also enable it within the file. Toggle on Fetch conversations automatically from the toolbar.

You can also trigger the import yourself at any point to bring in the latest data by clicking Import new responses.

Q. Does this integration work with all Intercom accounts?

A. You must have a paid subscription with Intercom to be able to use the Marvin integration.

Q. How do I disconnect my Intercom account(s) from Marvin?
A. You can delink your Intercom account(s) at any time. Just head to Integrations and select Disconnect under Intercom. If you've connected multiple accounts, you can choose which one to disconnect. Disconnecting the integration will delink the account for all Marvin users.