PROJECT 01
Connecting customer support and finance.
Finance tickets move from Intercom to Asana, with ticket data, files, images and resolutions synced between both teams.
Intercom
Asana
The challenge.
Customer support handled requests in Intercom, while the finance team managed its tickets in Asana. Requests needing finance required a clear handoff, with the ticket information and attachments available to both teams.
What we connected.
Built a two-way integration that routes finance-related tickets from Intercom to Asana. Ticket data, files and images synchronise between both apps. When finance resolves a ticket in Asana, the resolution syncs back to Intercom.
IntercomCreate a finance ticket.
Support identifies a request that needs the finance team.
Files & images
AsanaManage and resolve.
Finance works on the ticket in Asana and marks it resolved.
Ticket information, files and images stay synchronised between Intercom and Asana.
How the integration works
- Support identifies a finance request in Intercom. Customer support creates a ticket when the customer needs help from finance. This ticket is the starting point for the handoff.
- The request routes to Asana. The finance team receives the ticket in the system it uses to manage its work, with the information needed to handle the request.
- Ticket information and attachments stay connected. Data syncs between Intercom and Asana, including files and images. The handoff carries the supporting material as well as the request itself.
- Finance manages and resolves the ticket in Asana. The team handles the work in its own queue rather than moving into the support team’s workspace.
- Resolution returns to Intercom. When the ticket is resolved in Asana, that resolution syncs back to the support system.
What the implementation connects
| Part of the workflow | Delivered behaviour |
|---|---|
| Ticket handoff | Finance-related tickets created in Intercom route to Asana. |
| Ticket information | Ticket data stays synchronised between the two apps. |
| Attachments | Files and images are included in the synchronisation. |
| Completion | Resolving the ticket in Asana syncs the resolution back to Intercom. |
Supported results
- Finance keeps its Asana workflow. The finance team manages and resolves the routed tickets in Asana.
- Support receives the resolution in Intercom. The completed work returns to the system where the customer request started.
- The ticket context survives the handoff. Information, files and images remain connected across the two apps.
The workflow illustration shows the delivered handoff and return path; it is not an application screenshot.
What changed.
Finance manages its tickets in Asana while customer support keeps an up-to-date view in Intercom, with the ticket context and attachments connected throughout the handoff.