Ferndesk
Integrations

Intercom integration

Connect your Intercom account to Ferndesk so Fern can read your closed conversations and identify documentation gaps.

Before you begin

You need an active Intercom account to complete this integration. If you do not have one, create one on the Intercom website.

Connect Intercom

  1. Go to the Integrations page in your Ferndesk dashboard.

    Integrations page showing the grid of available integration cards

  2. Find the Intercom card and click Connect.

    Intercom integration card with the Connect button highlighted

  3. In the connection dialog, click Connect to open Intercom's authorization page.

  4. Log in to your Intercom account if you are not already logged in, then grant Ferndesk permission to access your closed conversations.

  5. After authorizing, you will be redirected back to Ferndesk.

Once connected, the Intercom card shows a Manage connections button.

What happens after connecting

Fern reads your closed Intercom conversations to identify patterns in customer questions. Support trends from Intercom appear in Reporting under Intelligence. To automatically receive documentation gap recommendations, enable scheduled audits in Settings > Automations.

Manage connections

Click Manage connections on the Intercom card to view all active connections, add additional Intercom workspaces, or disconnect existing connections.

Troubleshooting

I see "Authentication required to connect Intercom"

You need to be signed into your Ferndesk workspace before connecting an integration. Make sure you are logged in and that you are in the correct organization. If you have access to multiple Ferndesk workspaces, switch to the one where you want to add the Intercom connection.

I see "Intercom OAuth organization does not match the active session"

The Intercom account you are authorizing belongs to a different organization than the one you are signed into in Ferndesk. Make sure you are:

  • Signed into the correct Ferndesk workspace

  • Authorizing the Intercom workspace that corresponds to that Ferndesk organization

The authorization page shows an error or fails to load

This can happen if:

  • Your browser blocked a popup. Check your browser's address bar for a blocked popup notification.

  • Your session expired. Try signing out of Ferndesk and signing back in.

  • The OAuth state became invalid. Close the authorization window and click Connect again in Ferndesk.

Additional resources

For more information on Intercom features, visit the Intercom Help Center.

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