[SAASINT-2960] DDSaaS: Intercom: Integration v1.0.0 #18602

avaid-crest · 2024-09-17T14:23:28Z

What does this PR do?

This is a initial release PR of Intercom integration including all the required assets i.e. Pipeline, Dashboard and Monitors

Additional Notes

This integration is webhook based and so Crawler will not be used.
The Datadog team will implement the appropriate component for generating URLs. A URL will be created having the ddsource query parameter set to intercom.
The assets are available in our sandbox and can be shared separately with the required teams.

Review checklist (to be filled by reviewers)

Feature or bugfix MUST have appropriate tests (unit, integration, e2e)
Changelog entries must be created for modifications to shipped code
Add the qa/skip-qa label if the PR doesn't need to be tested during QA.
If you need to backport this PR to another branch, you can add the backport/<branch-name> label to the PR and it will automatically open a backport PR once this one is merged

buraizu · 2024-09-18T16:55:37Z

Thanks, created DOCS-9029 to review

drichards-87

Left some suggestions from Docs and approved the PR.

drichards-87 · 2024-09-19T22:23:50Z

intercom/README.md

+## Overview
+[Intercom][1] is a customer communication platform that enables businesses to engage with their users through in-app messaging, email, and chat. It offers features like live chat, automated messaging, and customer support tools, making it easier for companies to provide personalized customer experiences.
+
+The Intercom integration seamlessly collects  admin activities, data events, conversations, news items and tickets data and ingests them into Datadog for comprehensive analysis using webhooks.


Suggested change

The Intercom integration seamlessly collects admin activities, data events, conversations, news items and tickets data and ingests them into Datadog for comprehensive analysis using webhooks.

The Intercom integration seamlessly collects admin activities, data events, conversations, news items, and ticket data, and ingests them into Datadog for comprehensive analysis using webhooks.

I have applied the changes as per suggested.

drichards-87 · 2024-09-19T22:25:44Z

intercom/manifest.json

+    "configuration": "README.md#Setup",
+    "support": "README.md#Support",
+    "changelog": "CHANGELOG.md",
+    "description": "Gain insights into Intercom Admin activities, Data Events, Conversations, News Items and Tickets data.",


Suggested change

"description": "Gain insights into Intercom Admin activities, Data Events, Conversations, News Items and Tickets data.",

"description": "Gain insights into Intercom Admin activities, Data Events, Conversations, News Items, and Ticket data.",

Changes have been applied as per your suggestion.

drichards-87 · 2024-09-19T22:26:39Z

intercom/assets/monitors/large_number_of_low_rated_conversations.json

+	"created_at": "2024-09-18",
+	"last_updated_at": "2024-09-18",
+	"title": "Large Number of Low Rated Conversations",
+	"description": "The monitor tracks and alerts when a large number of conversations have received low ratings.",


Suggested change

"description": "The monitor tracks and alerts when a large number of conversations have received low ratings.",

"description": "This monitor tracks and alerts when a large number of conversations receive low ratings.",

I have applied the changes.

drichards-87 · 2024-09-19T22:28:22Z

intercom/assets/dashboards/intercom_ticket.json

+            "id": 1695785703283444,
+            "definition": {
+                "type": "note",
+                "content": "**Overview**\n\nThis dashboard provides a detailed overview of insights related to tickets, tracking total tickets, shared and archived tickets and categorizing them by type and state. Additionally, it includes insights on Tickets by Teammate Assignee ID and Tickets by Team Assignee ID.\n\nFor more information, see the [Intercom Integration Documentation](https://docs.datadoghq.com/integrations/intercom/).\n\n**Tips**\n- Use the timeframe selector in the top right of the dashboard to change the default timeframe.\n- Clone this dashboard to rearrange, modify and add widgets and visualizations.",


Suggested change

"content": "**Overview**\n\nThis dashboard provides a detailed overview of insights related to tickets, tracking total tickets, shared and archived tickets and categorizing them by type and state. Additionally, it includes insights on Tickets by Teammate Assignee ID and Tickets by Team Assignee ID.\n\nFor more information, see the [Intercom Integration Documentation](https://docs.datadoghq.com/integrations/intercom/).\n\n**Tips**\n- Use the timeframe selector in the top right of the dashboard to change the default timeframe.\n- Clone this dashboard to rearrange, modify and add widgets and visualizations.",

"content": "**Overview**\n\nThis dashboard provides a detailed overview of insights related to tickets, tracking total tickets, shared tickets, and archived tickets, and categorizing them by type and state. Additionally, it includes insights on Tickets by Teammate Assignee ID and Tickets by Team Assignee ID.\n\nFor more information, see the [Intercom Integration Documentation](https://docs.datadoghq.com/integrations/intercom/).\n\n**Tips**\n- Use the timeframe selector in the upper-right corner of the dashboard to change the default timeframe.\n- Clone this dashboard to rearrange, modify, and add widgets and visualizations.",

Thanks for your suggestion. I have applied the changes as per suggested.

drichards-87 · 2024-09-19T22:29:33Z

intercom/assets/dashboards/intercom_conversation.json

@@ -0,0 +1,1650 @@
+{
+    "title": "Intercom Conversation",
+    "description": "This dashboard provides a comprehensive view of conversation metrics, tracking total conversations, unique ids, and AI-driven interactions. It covers user engagement with read, unread, and priority conversations and monitors admin participation.",


Suggested change

"description": "This dashboard provides a comprehensive view of conversation metrics, tracking total conversations, unique ids, and AI-driven interactions. It covers user engagement with read, unread, and priority conversations and monitors admin participation.",

"description": "This dashboard provides a comprehensive view of conversation metrics, tracking total conversations, unique ids, and AI-driven interactions. It covers user engagement with read, unread, and priority conversations, and monitors admin participation.",

Changes have been applied.

drichards-87 · 2024-09-19T22:36:10Z

intercom/assets/dashboards/intercom_activity.json

+            "id": 8083967741378144,
+            "definition": {
+                "type": "note",
+                "content": "**Overview**\n\nThis dashboard offers an overview of activities, highlighting patterns through frequent and infrequent activities. It includes panels for activity by type, email, and location. Trends are captured with activity logs over time, and detailed logs provide data for analysis.\n\nFor more information, see the [Intercom Integration Documentation](https://docs.datadoghq.com/integrations/intercom/).\n\n**Tips**\n- Use the timeframe selector in the top right of the dashboard to change the default timeframe.\n- Clone this dashboard to rearrange, modify and add widgets and visualizations.",


Suggested change

"content": "**Overview**\n\nThis dashboard offers an overview of activities, highlighting patterns through frequent and infrequent activities. It includes panels for activity by type, email, and location. Trends are captured with activity logs over time, and detailed logs provide data for analysis.\n\nFor more information, see the [Intercom Integration Documentation](https://docs.datadoghq.com/integrations/intercom/).\n\n**Tips**\n- Use the timeframe selector in the top right of the dashboard to change the default timeframe.\n- Clone this dashboard to rearrange, modify and add widgets and visualizations.",

"content": "**Overview**\n\nThis dashboard offers an overview of activities and highlights patterns through frequent and infrequent activities. It includes panels for activity by type, email, and location. Trends are captured with activity logs over time, and detailed logs provide data for analysis.\n\nFor more information, see the [Intercom Integration Documentation](https://docs.datadoghq.com/integrations/intercom/).\n\n**Tips**\n- Use the timeframe selector in the upper-right corner of the dashboard to change the default timeframe.\n- Clone this dashboard to rearrange, modify, and add widgets and visualizations.",

I have implemented the recommended changes.

drichards-87 · 2024-09-19T22:36:29Z

intercom/README.md

+
+### Logs
+
+The Intercom integration collects and forwards admin activities, tickets, data events, news items and conversation logs to Datadog.


Suggested change

The Intercom integration collects and forwards admin activities, tickets, data events, news items and conversation logs to Datadog.

The Intercom integration collects and forwards admin activities, tickets, data events, news items, and conversation logs to Datadog.

Changes have been implemented as per your suggestion.

drichards-87 · 2024-09-19T22:37:45Z

intercom/README.md

+    - Sign in to your [Intercom][2] account with a user which has full access to Apps and Integrations.
+    - Go to **Settings**.
+    - Under the Integrations section, select **Developer Hub**.
+    - Click on **New app**
+    - Fill in the required details for your application, such as the name and associated workspace.
+    - Click **Create app**.


Suggested change

- Sign in to your [Intercom][2] account with a user which has full access to Apps and Integrations.

- Go to **Settings**.

- Under the Integrations section, select **Developer Hub**.

- Click on **New app**

- Fill in the required details for your application, such as the name and associated workspace.

- Click **Create app**.

1. Sign in to your [Intercom][2] account using a user account with full access to Apps and Integrations.

2. Go to **Settings**.

3. In the Integrations section, select **Developer Hub**.

4. Click **New app**.

5. Fill in the required details for your application, such as the name and associated workspace.

6. Click **Create app**.

Thank you for your suggestion. I have applied the changes as recommended.

drichards-87 · 2024-09-19T22:41:33Z

intercom/README.md

+    - Select Required permissions
+        - After creating the app, go to the *Authentication* section in the left-hand menu and click on the **Edit** button in the top-right corner.
+        - By default, all permissions will be enabled, but ensure that the following permissions are specifically enabled:
+            - Read admins
+            - Read content data
+            - Read conversations
+            - Read events
+            - Read tickets
+        - Click **Save**


Suggested change

- Select Required permissions

- After creating the app, go to the *Authentication* section in the left-hand menu and click on the **Edit** button in the top-right corner.

- By default, all permissions will be enabled, but ensure that the following permissions are specifically enabled:

- Read admins

- Read content data

- Read conversations

- Read events

- Read tickets

- Click **Save**

1. Select Required permissions

1. After creating the app, navigate to the *Authentication* section using the left-side menu and click **Edit** button in the upper-right corner.

2. By default, all permissions are enabled. However, ensure that the following specific permissions are enabled:

- Read admins

- Read content data

- Read conversations

- Read events

- Read tickets

3. Click **Save**.

I have applied the recommended changes.

drichards-87 · 2024-09-19T22:43:20Z

intercom/README.md

+    - Select Webhook topics
+        - Now, go to the Webhooks section present in the left sidebar.
+        - Enter the endpoint URL that was generated [here](#webhook-url-generation).
+        - From the dropdown menu labeled **Select a topic**, select the below webhook topics:
+            - admin.activity_log_event.created
+            - content_stat.news_item
+            - conversation.admin.closed
+            - conversation.admin.replied
+            - conversation.admin.single.created
+            - conversation.admin.snoozed
+            - conversation.admin.unsnoozed
+            - conversation.priority.updated
+            - conversation.rating.added
+            - conversation.user.created
+            - event.created
+            - ticket.admin.assigned
+            - ticket.attribute.updated
+            - ticket.created
+            - ticket.state.updated
+            - ticket.team.assigned
+        - Click **Save**.


Suggested change

- Select Webhook topics

- Now, go to the Webhooks section present in the left sidebar.

- Enter the endpoint URL that was generated [here](#webhook-url-generation).

- From the dropdown menu labeled **Select a topic**, select the below webhook topics:

- admin.activity_log_event.created

- content_stat.news_item

- conversation.admin.closed

- conversation.admin.replied

- conversation.admin.single.created

- conversation.admin.snoozed

- conversation.admin.unsnoozed

- conversation.priority.updated

- conversation.rating.added

- conversation.user.created

- event.created

- ticket.admin.assigned

- ticket.attribute.updated

- ticket.created

- ticket.state.updated

- ticket.team.assigned

- Click **Save**.

2. Select Webhook topics

1. Next, navigate to the **Webhooks** section using the left-side menu.

2. Enter the endpoint URL that was generated [here](#webhook-url-generation).

3. On the **Select a topic** dropdown menu, select the following webhook topics:

- admin.activity_log_event.created

- content_stat.news_item

- conversation.admin.closed

- conversation.admin.replied

- conversation.admin.single.created

- conversation.admin.snoozed

- conversation.admin.unsnoozed

- conversation.priority.updated

- conversation.rating.added

- conversation.user.created

- event.created

- ticket.admin.assigned

- ticket.attribute.updated

- ticket.created

- ticket.state.updated

- ticket.team.assigned

4. Click **Save**.

I have implemented the recommended changes.

apiazza-dd · 2024-12-02T22:11:43Z

intercom/README.md

+## Overview
+[Intercom][1] is a customer communication platform that enables businesses to engage with their users through in-app messaging, email, and chat. It offers features like live chat, automated messaging, and customer support tools, making it easier for companies to provide personalized customer experiences.
+
+The Intercom integration seamlessly collects admin activities, data events, conversations, news items, and ticket data, and ingests them into Datadog for comprehensive analysis using webhooks.


Can we please add a link to Asana's webhook docs?

we have added the link of intercom webhook docs.

apiazza-dd · 2024-12-02T22:15:19Z

intercom/README.md

+    2. Go to **Settings**.
+    3. In the Integrations section, select **Developer Hub**.
+    4. Click **New app**.
+    5. Fill in the required details for your application, such as the name and associated workspace.


such as > including

Done changes as per suggestions.

apiazza-dd · 2024-12-02T22:17:12Z

intercom/README.md

+    6. Click **Create app**.
+- #### Configure webhook topics
+    1. Select Required permissions
+        1. After creating the app, navigate to the *Authentication* section using the left-side menu and click **Edit** button in the upper-right corner.


After creating the app, go to the Authentication section in the left-side menu, and click the Edit button in the top-right corner.

Done changes as per suggestions.

apiazza-dd · 2024-12-02T22:18:55Z

intercom/README.md

+        1. Next, navigate to the **Webhooks** section using the left-side menu.
+        2. Enter the endpoint URL that was generated [here](#webhook-url-generation).
+        3. On the **Select a topic** dropdown menu, select the following webhook topics:
+            - admin.activity_log_event.created


Can we please format these as code?

Done changes as per suggestions.

intercom/manifest.json

apiazza-dd · 2024-12-02T22:23:22Z

intercom/assets/logs/intercom.yaml

+        event, data_event
+        conversation, conversation
+        content_stat.news_item, news_item
+        ticket, ticket


Can you please double check this lookup table, specifically ticket ticket_ticket_part

We verified the lookup table, and there are logs which have data.item.type as ticket_ticket_part.

apiazza-dd · 2024-12-02T22:24:39Z

intercom/README.md

+
+## Setup
+
+Follow the instructions below to configure this integration for your Intercom account.


Follow the instructions in the Configuration section.

We have taken the reference from Contentful README.

gunterd

A few comments on the logs pipeline/tests

gunterd · 2024-12-16T19:24:56Z

intercom/assets/logs/intercom.yaml

+          enabled: true
+          sources:
+            - network.client.ip
+          target: network.client.geoip


Can you add a test case for this? This will affect the Geoip group of facets, and the example you have doesn't have any data in this field.

I have modified the sample response to address the test case.

gunterd · 2024-12-17T19:49:22Z

intercom/assets/logs/intercom.yaml

+            `data.item.custom_attributes.copilot_used`
+          enabled: true
+          sources:
+            - data.item.custom_attributes.Copilot used


Is this source correct? In the test sample, I see this as data.item.custom_attributes.copilot_used. If the source and the target are the same, does this need to be mapped at all?

I have modified the sample response to address the test case.

Intercom integration with assets

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dj0well changed the title ~~DDSaaS: Intercom: Integration v1.0.0~~ [https://datadoghq.atlassian.net/browse/SIEMINT-126] DDSaaS: Intercom: Integration v1.0.0 Sep 23, 2024

dj0well changed the title ~~[https://datadoghq.atlassian.net/browse/SIEMINT-126] DDSaaS: Intercom: Integration v1.0.0~~ [SIEMINT-126] DDSaaS: Intercom: Integration v1.0.0 Sep 23, 2024

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	The Intercom integration seamlessly collects admin activities, data events, conversations, news items and tickets data and ingests them into Datadog for comprehensive analysis using webhooks.
	The Intercom integration seamlessly collects admin activities, data events, conversations, news items, and ticket data, and ingests them into Datadog for comprehensive analysis using webhooks.

	"description": "Gain insights into Intercom Admin activities, Data Events, Conversations, News Items and Tickets data.",
	"description": "Gain insights into Intercom Admin activities, Data Events, Conversations, News Items, and Ticket data.",

	"description": "The monitor tracks and alerts when a large number of conversations have received low ratings.",
	"description": "This monitor tracks and alerts when a large number of conversations receive low ratings.",

	"description": "This dashboard provides a comprehensive view of conversation metrics, tracking total conversations, unique ids, and AI-driven interactions. It covers user engagement with read, unread, and priority conversations and monitors admin participation.",
	"description": "This dashboard provides a comprehensive view of conversation metrics, tracking total conversations, unique ids, and AI-driven interactions. It covers user engagement with read, unread, and priority conversations, and monitors admin participation.",


		### Logs

		The Intercom integration collects and forwards admin activities, tickets, data events, news items and conversation logs to Datadog.


		## Setup

		Follow the instructions below to configure this integration for your Intercom account.

[SAASINT-2960] DDSaaS: Intercom: Integration v1.0.0 #18602

Are you sure you want to change the base?

[SAASINT-2960] DDSaaS: Intercom: Integration v1.0.0 #18602

Conversation

avaid-crest commented Sep 17, 2024

What does this PR do?

Additional Notes

Review checklist (to be filled by reviewers)

buraizu commented Sep 18, 2024

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