Azure DevOps integration
Overview
The following questions cover how the Azure DevOps (ADO) integration with Intercom works and how agents interact with it.
Important: The account ([email protected]) must be added to the relevant Azure Project with the same level of access as a support engineer
How does it work?
Simply add the Azure Work Item ID (e.g. 12345) to the Dev ID field on the ticket in Intercom and the integration will handle the rest automatically.
What happens when I add the ID to the Dev ID field?
A tag (Linked to Support Case) will be added to the Work Item, additionally a hyperlink will be posted to the Links section on Azure.
The tag/ link isn't being applied to the Work Item
Some things to check:
Ensure the Dev ID only contains the Work Item ID (12345) with no leading or trailing spaces.
The Dev ID was added after the ticket was created and not as it was being converted.
Take note of the ID, remove it from the field and click out to save changes then add the ID back in.
Check in Azure.
Confirm with a P&E colleague that the tag (Linked to Support Case) exists in the Azure project.
Confirm with a P&E colleague that [email protected] is added to the Azure project with the same level of access as a support engineer.
Can I add the Azure ID as I am converting the conversation into a ticket?
The Work item ID must be added after the ticket has been created.
Can P&E send comments from Azure to Intercom?
Yes. Any comment that contains "@support", will be added to your Intercom ticket.
Important: Comments synced from Azure DevOps to Intercom may be truncated if they exceed the ADO webhook character limit of 3000. If it looks like it cuts off, click the ADO link at the bottom of the note to view the full comment.
Comments from Azure are not syncing to Intercom
The comment from Azure must contain @support, the comment will only sync text and links, uploaded images and videos included in the comment will not sync. If this is confirmed and its still not syncing confirm with a P&E colleague that [email protected] is added to the Azure project with the same level of access as a support engineer.
Can I send comments from Intercom to Azure?
Yes. Change the reply type in Intercom to note, start your message with "@dev", and the comment will be added directly to the linked Azure work item.
My comment from Intercom hasn't synced to Azure
Your comment must be a note and start with @dev, if this is confirmed and its still not syncing, ensure the Dev ID only contains the Work Item ID (12345) with no leading or trailing spaces. Additionally, confirm with a P&E colleague that [email protected] is added to the Azure project with the same level of access as a support engineer.
Tip: Take note of the ID, remove it from the field and click out to save changes then type the ID back in. Finally, try adding the comment again.
Will the customer see any of these updates?
No. All updates are internal and visible to agents only, the customer will not see any information from the integration.
Will I be notified when an update comes in?
Yes. Whenever the integration updates a ticket, you will be tagged in the notification.
Important: Automated updates from the Azure integration will appear as being posted by 'Tom Higgs'. This is expected behavior as part of the n8n integration, these are not manual updates.
Will the ticket status change?
Yes. When an update is received via the integration, the ticket status will automatically change to "With Us".