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  1. Intercom
  • Shorter Loop Help Center
  • Product Integrations
    • Jira
      • Jira Integration: 2-Way Sync Between Jira & Shorter Loop for Product Teams
      • Why is Shorter Loop a more comprehensive product management solution than Jira?
      • Can feedback be linked to the original Sprint ticket from which the idea was generated?
      • Is there a way to bucketize items by status, like in progress, testing, etc.?
      • How to reopen closed work items and tickets in Shorter Loop and Jira integration?
      • If I have editor access in Shorter Loop but not in JIRA, can I still access or make changes in JIRA through Shorter Loop?
      • If I have access to JIRA but not Shorter Loop, and make changes in JIRA, will it reflect in Shorter Loop?
      • Shouldn't we categorize an issue into development only after linking it to JIRA?
      • So, if we raise an issue in Shorter Loop, will it go and become a ticket in JIRA?
      • Is it possible to see the Jira status of the work item in Shorter Loop?
      • Does the change in status in Shorter Loop make the changes in Jira?
      • How to fix Jira API token authentication issues in Shorter Loop integration?
      • Does Shorter Loop provide nesting like Jira?
      • Is there a visual way to see parent-child work items (like nesting in Jira) at once in Shorter Loop (like a board)?
      • Does Shorter Loop provide freedom to create multiple levels of hierarchy (nesting) in Product Backlog?
      • What’s the difference between nesting in Jira and Shorter Loop?
      • What changes appear in Jira if you delete any work item from Shorter Loop’s Backlog?
      • How to manually create JIRA Webhooks for Shorter Loop
    • GitHub
      • GitHub Integration: 2-Way Issue Sync Between GitHub & Shorter Loop
    • Intercom
      • Integrating Intercom with Shorter Loop for Customer Feedback Sync
    • HubSpot
      • Integrating HubSpot with Shorter Loop for One-Way Ticket Sync
    • Linear
      • Shorter Loop & Linear Integration Guide
    • ServiceNow
      • ServiceNow Integration: Sync Incidents & Tickets with Shorter Loop
    • Rally
      • Rally Integration: Sync Work Items with Shorter Loop for Product Teams
    • Zendesk
      • Zendesk Integration: Sync Tickets into Shorter Loop for Product Insights
    • Brevo
      • Brevo Integration: Sync Contacts and Companies with Shorter Loop
    • Azure DevOps
      • Azure DevOps Integration: Two-Way Work Item Sync with Shorter Loop
    • APIs and Webhooks
      • Configure webhooks to integrate external applications
  • Gettting Started
    • How to Get Started With Shorter Loop Easily? Shorter Loop User Onboarding Guide
    • How to Clear Cache and Hard Reload Browsers?
  • Capabilites
    • Beyond the Double Diamond: The Ultimate End-to-End Product Management Framework with Shorter Loop
    • Discover
      • How to start with Product Discovery?
      • Product Vision
        • How do I access the Product Vision Canvas in Shorter Loop?
        • How do I create and manage personas directly from the Product Vision Canvas?
        • What are the key components of an effective Product Vision Canvas?
        • What are Connected Canvases and how do they work in Shorter Loop?
        • How do I unlink target groups from personas, and what are the implications?
        • How does the AI-powered content generation work in the Product Vision Canvas?
        • How do I define the 'Product' section of the Product Vision Canvas?
        • How do I set effective 'Business Objectives' in the Product Vision Canvas?
        • How should I structure my Vision Statement for maximum impact?
        • How do I collaborate effectively with my team using the Product Vision Canvas?
        • How do I measure the success and impact of my Product Vision Canvas?
        • How can I use colors to highlight and organize cards in the Product Vision Canvas?
      • User Persona
        • How do I access and navigate the User Persona Canvas in Shorter Loop?
        • How do I create a new User Persona from scratch?
        • How do I add and customize demographic fields for my persona?
        • What is the recommended sequence for completing persona key elements?
        • How do I create Value Proposition that address my personal needs?
        • How do I upload attachments and research files to generate automated insights?
        • How do I share and export User Personas with my team?
        • How to create strategic opportunities from my User Persona insights?
        • How do I effectively name and organize User Personas?
      • Business Model
        • How do I access and start creating my Business Model Canvas in Shorter Loop?
        • Can I collaborate with my team on the same Business Model Canvas?
        • How does the Business Model Canvas integrate with other Shorter Loop discovery tools?
        • What's the difference between the Canvas, Notes, and Experiments tabs in the Business Model section?
        • How do I use the "+ ADD" buttons effectively to build comprehensive business model sections
        • Can I export or share my Business Model Canvas with investors and stakeholders?
        • How does Shorter Loop's Business Model Canvas help me identify new revenue opportunities?
        • What makes Shorter Loop's Business Model Canvas different from free alternatives like Strategyzer?
        • How do I connect my User Persona Canvas with the Business Model Canvas?
      • Feedback Manager
        • How do I access the Feedback Manager in Shorter Loop?
        • What is Shorter Loop's Ideas & Issues system and how does it organize feedback?
        • What does the main Feedback Manager dashboard show me?
        • How do I turn ideas and issues into actionable work items?
        • How do I disconnect or unlink work items from ideas?
        • What information can I see in the work item quick view?
        • How do I filter and sort ideas and issues?
        • How do I create new ideas and issues?
        • How does voting work in the Feedback Manager?
        • What makes Shorter Loop's connected canvas approach unique?
        • How do I manage categories and organize feedback effectively?
        • What are Collections and how do they help organize feedback?
        • How does AI-powered collection generation work?
        • How do I create custom collections manually?
        • What can I do within a collection page?
        • How do I publish and manage collection visibility?
        • How does the AI summarization feature work?
        • How do I create opportunities from collection insights?
        • How does the "Identify more opportunities" feature work?
        • What types of opportunities does the AI identify?
        • How do I convert AI-identified opportunities into actionable work item?
        • How does opportunity status tracking work in Shorter Loop?
        • How does the "Connect to work item" feature integrate with product backlogs?
        • What makes Shorter Loop's opportunity identification unique?
        • How do I manage settings for my Feedback Portal, including custom domains and categories?
        • How do I control and customize the status of Ideas and Issues in Shorter Loop?
        • How can I import existing feedback and invite users to the Feedback Portal?
        • How do I manage and utilize User Segments in Shorter Loop?
        • How to Integrate Slack with Shorter Loop?
        • How do I manage my Shorter Loop profile, connect Slack, and view my voting activity?
        • Can I be a member of multiple Feedback Manager portals with on email address?
    • Strategize
      • Objectives
        • How do I define an experiment's hypothesis and success criteria?
        • How do I set up and track Key Results (OKRs) for an Objective?
        • How do I access the Product Strategy board to get started?
        • How do I navigate between my Objectives, Opportunities, Solutions, and Experiments?
        • What are the different ways I can view and edit the details of a strategic item?
        • How do I create my first Objective?
        • How do I set the strategic "Alignment" to show an Objective's priority?
        • How do I assign Owners and Teams to ensure accountability?
        • What are "Themes" and how can I use them to organize my strategy?
        • How can I add attachments or web links for more context?
        • How do I link an Opportunity to an Objective?
        • How can I see all the work (Opportunities, Solutions, etc.) related to one Objective?
        • What is the Opportunities Map and how do I use it to visualize my strategy?
        • How can I view and manage all experiments related to an objective?
        • How do I update the status of an experiment?
        • How can I see key details like budget and due date on an experiment card?
        • How can I visually track the progress of all work related to an Objective?
        • How can my team collaborate and discuss a specific Objective?
        • How can I use the "Notes" tab for documentation?
        • How can I filter my Strategy Board to find specific items?
        • How can I see the financial upside of an Opportunity?
        • What do the "Spread" and "Intensity" metrics on an Opportunity mean?
        • How do I share or delete a strategic item?
        • How do I use Storymaps and connect my strategy to my roadmap?
      • Opportunities
        • How do I navigate to and access Opportunities in Shorter Loop?
        • What is an Opportunity in Shorter Loop and how does it drive product strategy?
        • How do I create a new Opportunity in Shorter Loop?
        • How to Score and Prioritize Opportunities in Shorter Loop
        • How do I edit and update Opportunities in Shorter Loop?
        • How do I assign ownership and team responsibility for Opportunities?
        • How do I add comprehensive details to Opportunities including description, priority, and status?
        • How do I connect Opportunities to strategic objectives and maintain strategic alignment?
        • What is the difference between Opportunities and Objectives in Shorter Loop's strategic framework?
        • What happens when I delete an Opportunity and can it be restored?
      • Org Roadmap
        • What is Org Portfolio, and how does it work in Shorter Loop?
        • Who can access and manage Org Portfolio features?
        • How do I create and configure organization-wide themes?
        • What happens when I create an Org Roadmap and how does it affect product roadmaps?
        • How do product teams align their objectives and work items to org themes?
        • What are custom swimlanes, and how do they work with org themes?
        • How do I manage intervals and timeline planning in Org Roadmaps?
        • How do I filter and search within Org Portfolio views?
        • How do I delete an Org Roadmap and what are the implications?
        • What export and sharing options are available in Org Roadmap?
        • How do themes integrate with product objectives and what visibility do I get?
      • Roadmap
        • How to Create a Roadmap in Shorter Loop?
        • How to apply Filters on the Roadmap?
        • How to Save or Share a Roadmap in one Click?
        • How does drag‑and‑drop work in Shorter Loop’s Roadmap feature?
        • Why a Feature Disappears from the Roadmap After Removal
        • What are the key differences between Product Roadmaps and Org Roadmaps?
        • Adding Work Items Across Multiple Time Intervals
        • Managing Work Items and Objectives Across Swimlanes
  • Using Shorter Loop
    • How to Create a Strategy Board in Shorter Loop?
    • Does Shorter Loop Support Other weight-based prioritization methods, such as customizing the weights other than effort/value, spread intensity, RICE, etc.?
    • Does Shorter Loop provide migration assistance?
    • How to Build a Product Backlog?
    • Persona Canvas: Understand Your Target Users
    • How to create a Prioritization Matrix? - Shorter Loop
    • How to create a User Story Map? - Shorter Loop
    • How to Create a Document in Shorter Loop? - Shorter Loop
    • How to Collaborate on Digital Whiteboard?
    • How to Use Idea Manager in an End-to-End Product Journey?
    • How to view the version history?
    • How to Share or Delete the particular Whiteboard?
    • How to start with Product Discovery? - Shorter Loop
  • Account Settings
    • Billing & plan management
      • How to Upgrade Your Trial to an Active Plan
      • Can I change my subscription plan after the trial?
      • What happens to my product discovery data during plan changes?
      • How does seat billing work for teams?
      • Can I pause my Shorter Loop subscription?
      • What are the feature limits and restrictions for each plan?
      • How to Upgrade to a Paid Plan? - Shorter Loop
      • How to Upgrade to a Paid Plan?
      • How do I increase the number of seats on my subscription?
    • Profile Management
      • Subscription
        • How to access Subscription Settings in Shorter Loop dashboard?
        • What information is displayed in the Subscription Summary section?
        • How to add new products to your Shorter Loop subscription?
        • How to manage users and assign roles in your Shorter Loop subscription?
        • How to view and manage your subscription plan details?
        • How to manage AI & Storage in your Shorter Loop subscription?
        • What user roles are available in Shorter Loop and what are their permissions?
        • How to change your subscription name and logo in Shorter Loop?
        • What user roles are available in Shorter Loop and what are their permissions?
        • How to update payment methods and view billing history in Shorter Loop?
        • How to upgrade or downgrade your Shorter Loop subscription plan?
        • How to remove or deactivate users from your Shorter Loop subscription?
        • What happens when you reach your AI & Storage limit in Shorter Loop?
        • What are the image requirements for profile photos in Subscription Settings?
        • How to Accept a Team Invitation and Access Your Account
      • Product
        • How to access Product Settings and manage product-specific configurations?
        • What information is displayed in the Product Summary section?
        • How to manage users and assign roles within a specific product?
        • How does product-level AI & Storage management work compared to subscription-level?
        • What happens when you invite new members to a product vs the subscription?
        • How to Purge, Restore, and Permanently Purge Data in Shorter Loop?
      • Team
        • How to access and navigate to team management in Shorter Loop?
        • How to create and manage teams within a product?
        • How to manage team members and assign roles within a specific team?
        • How to invite new members to a team and manage bulk operations?
        • How to delete teams and understand the impact on work items?
      • User
        • How to edit and update your user profile settings in Shorter Loop?
        • How to change your email address in Shorter Loop account settings?
        • What is the difference between Display Name and Full Name in Shorter Loop profile settings?
        • How to change your password in Shorter Loop dashboard after login?
        • How to upload and change your profile picture in Shorter Loop?
    • Team Management
      • Adding New Members to Your Shorter Loop
      • What are the different user roles in Shorter Loop and what permissions does each role have?
      • How do I invite new members to my Shorter Loop account?
      • How do I change a team member's role or permissions?
      • How do I add members to specific products in my subscription?
      • How do I manage team members within a specific team?
      • How do I view and manage all members in my account?
      • What's the difference between subscription-level and product-level member access?
      • How do I deactivate or reactivate team members?
      • Can the same person have different roles in different products or teams?
      • What happens when I invite someone who's already in my subscription to a new product or team?
      • Can a subscription member be part of multiple Shorter Loop subscriptions?
    • Recycle Bin
      • How do I navigate to the Recycle Bin in Shorter Loop?
      • Can I access the Recycle Bin from anywhere in the product or is it only available from Product Settings?
  1. Intercom

Integrating Intercom with Shorter Loop for Customer Feedback Sync

Seamlessly sync your customer conversations from Intercom to Shorter Loop, enabling you to transform customer feedback into actionable product insights and ideas.
Keep your product strategy customer-centric by integrating Intercom with Shorter Loop. This one-way integration allows product teams to capture valuable feedback directly from customer tickets and automatically sync them into Shorter Loop.

Overview: Bringing Customer Voice into Product Development#

Product teams often struggle to bridge the gap between customer tickets and product development.
The Intercom Integration solves this by enabling seamless one-way synchronization from Intercom to Shorter Loop's Feedback Manager. This integration ensures that:
Customer tickets automatically flow from Intercom into Shorter Loop as Issues
All customer feedback is centralized in one strategic platform for analysis and prioritization

Prerequisites & Permissions#

Workspace Admin Access#

The Intercom account you use to create the Access Token must have Workspace Admin permissions in Intercom. This is required so Shorter Loop can:
Read tickets and customer data
Create and manage access tokens and webhooks for real-time sync
Once setup is complete, you can adjust permissions if needed, but Admin access is required during initial configuration.

Access Token Validity#

Intercom Access Tokens do not expire by default but can become outdated. If you want to re-sync, a new access token needs to be generated from Intercom.

Step 1 - Generate Your Intercom Access Token#

1. Navigate to Intercom Developer Hub#

You'll need to create an Access Token in Intercom:
Log in to your Intercom workspace
image.png
Navigate to Settings (gear icon in bottom-left)
Select Developer Hub.
image.png
Go to Developer Hub → Your Apps → New app. Create a new app or select an existing one.
image.png
Go to Authentication section
image.png
Copy the generated token
image.png

4. Required Permissions#

Ensure your Access Token has the following permissions enabled:
Read and list users and companies
Read tickets
Read status of jobs
Read one user and one company
Read emails

5. Collect Your Credentials#

You'll need:
Access Token: The token you just generated

Step 2 - Link Intercom with Shorter Loop#

1.
Navigate to Integrations
Open your Shorter Loop workspace
shorter-loop-overview-page.png
Click on Integrations in the left sidebar
Find and click on Connect from Intercom
integration-page-shorter-loop.png

2. Enter Your Credentials#

A dialog will appear requesting your Intercom credentials:
Access Token: Paste the token you generated in Step 1
image.png

3. Authenticate#

Click the Connect button
Shorter Loop will verify your Access Token with Intercom

4. Configure settings for Webhooks#

After this, you'll be directed to the popup for the webhook settings, explained below.

Step 3 - Configure Real-Time Webhook Sync#

After successful authentication, you'll see a dialog titled -
"Action Required: Complete Your Intercom Setup" with a message: "Webhook created successfully — nice work! 🎉 To finish setup in Intercom:"
This critical step enables real-time synchronization between Intercom and Shorter Loop.
Follow these steps carefully:
1. Copy the Webhook URL
In the Shorter Loop dialog, you'll see a URL field containing your unique webhook endpoint (it will look something like: https://api.shorterloop.com/webhooks/intercom/...).
Click the copy icon next to the URL to copy it to your clipboard
Keep this URL handy for the next steps
intercom-webhook-url.png
2. Navigate to Intercom Webhook Settings
The dialog provides clear instructions:
Go to Settings → Integrations → Developer Hub in your Intercom workspace
Select your app (the one you created earlier for the integration)
Click on Webhooks in the left sidebar
image.png
3. Paste the Webhook URL
In the Intercom Webhooks page:
Find the Endpoint URL field (it will show https:// as a placeholder)
Paste the webhook URL you copied from Shorter Loop
The URL should now be visible in the endpoint field
image.png
4. Subscribe to Required Topics
webhook-topics-selection.png
This is crucial — you must select specific event topics for the webhook to work properly.
In the Topics section on the same Webhooks page:
Click on the "Select a topic..." dropdown
Select the following topics (as specified in the Shorter Loop dialog):
For Contacts:
contact.lead.created - When a new contact is created
contact.lead.updated - When a contact is updated
For Tickets:
ticket.created - When a new ticket is created
ticket.state.updated - When a ticket state changes
ticket.closed - When a ticket is closed
For Companies
comapny.created - When a new company is created
Important: You must select all the topics listed above. Missing even one topic will result in incomplete synchronization.
5. Save Your Webhook Configuration
After pasting the URL and selecting all required topics, click Save in Intercom
Intercom will validate the webhook endpoint and activate it
6. Confirm in Shorter Loop
Return to the Shorter Loop dialog
Click the Webhook Added button
You'll see a confirmation: "Integration complete — now syncing in real-time"
webhook-added-button.png

Important Note About Sync Direction#

This integration is one-way only — data flows from Intercom to Shorter Loop:
✅ Tickets in Intercom automatically sync to Shorter Loop
✅ Contacts in Intercom automatically sync in Shorter Loop
✅ Companies in Intercom automatically sync in Shorter Loop
❌ Changes made in Shorter Loop do NOT sync back to Intercom

What This Enables:#

Once the webhook is configured, Shorter Loop will automatically receive instant notifications from Intercom whenever:
New tickets are created in Intercom
Existing tickets are updated
Tickets are closed
This one-way sync ensures your Feedback Manager in Shorter Loop always reflects the latest customer tickets from Intercom without any manual syncing or delays. All updates flow automatically from Intercom to Shorter Loop in real time.

Verification:#

To verify the webhook is working:
1.
Create or update a test ticket in Intercom
2.
Check your Shorter Loop Feedback Manager
3.
The tickets should appear as a new Issue automatically
If it doesn't appear, check the Troubleshooting section below for webhook-related issues.

Troubleshooting Common Issues#

"Authentication Failed" Error#

Possible Causes:
Access Token was revoked or outdated
Incorrect Access Token entered
Missing required permissions on the Intercom app
Solutions:
1.
Regenerate your Access Token in Intercom Developer Hub
2.
Verify you have Workspace Admin access
3.
Check all required permissions are enabled
4.
Re-authenticate in Shorter Loop
Modified at 2025-12-03 05:40:07
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