Use this article to set up a Workflow that automatically posts a message to a Slack channel whenever a teammate resolves a ticket. This is for teammates and workspace admins whose workspace has the Slack integration enabled. Before you start, make sure your Slack channels are connected to Intercom — see Set up Slack notifications for instructions.
Check out the video walkthrough below for an overview of how to set up this Workflow.
Step 1: Create a new workflow
Navigate to Fin AI Agent > Workflows.
Click the + New workflow button, typically located in the top-right corner of the screen.
From the options presented, choose to build your workflow from scratch.
Step 2: Select Your Trigger
First, select the appropriate Category for your Workflow. Choose Tickets only — this restricts the Workflow so it can only be triggered by ticket events, rather than general conversation events.
Next, you will choose the specific trigger: If teammate changes the state of a ticket
Step 3: Define the audience
Now you need to specify which ticket resolutions will trigger the Slack notification. The following options control which tickets are included:
Ticket Type: Select the specific type of ticket that should trigger this notification. Ticket Types are categories you define to classify tickets in your workspace (for example, Bug Report or Feature Request). You can view and manage your Ticket Types in Settings > Tickets.
Channels: Choose the channels from which the tickets originate.
Filters: Add any additional filters to further refine which tickets are included.
In Filters, add a filter for Ticket State and set it to Resolved. Ticket State is the current status of a ticket in its lifecycle (such as Open, In Progress, Waiting on Customer, or Resolved). Setting this filter ensures the Workflow only fires when a teammate marks the ticket as Resolved, not on any other state change.
Once you have finished configuring the audience, confirm your selections to proceed using the Done button.
Step 4: Build the workflow
You are now in the workflow builder. Click the + Add Step button to add an action.
From the list of available actions, choose Notify Slack Channel.
Important: The Notify Slack Channel step requires your Slack workspace to be connected to Intercom before you can select a channel. If no channels appear in the dropdown, follow the steps in Set up Slack notifications to complete the integration first.
Step 5: Configure the Slack notification
Click on the Notify Slack channel step you just added to open its configuration options.
You can choose to connect to either a public or a private Slack channel.
For a Public Channel: Select the "Public" option and then choose the desired channel from the dropdown list.
After selecting the channel, click Done.
Step 6: Set the workflow live
Your Workflow is now complete: when a teammate changes a ticket's state to Resolved, it will fire and post a notification to your chosen Slack channel. You will see an overview of the trigger and the corresponding action.
To activate it, simply click the Set it live button.
Your Workflow is now active. To verify it is working, resolve a test ticket and check that the Slack notification appears in your chosen channel. If no notification arrives, confirm that the Ticket State filter is set to Resolved and that the Slack integration is still connected under Settings > Integrations > Slack.
Note: if you remove the Intercom app from Slack or revoke its permissions, the Workflow will stop sending notifications until the connection is re-established.
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