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

.github/workflows/config/labeler.yml

@@ -261,6 +261,8 @@ integration/iis:
 - iis/**/*
 integration/impala:
 - impala/**/*
+integration/intercom:
+- intercom/**/*
 integration/incident_io:
 - incident_io/**/*
 integration/istio:

intercom/CHANGELOG.md

@@ -0,0 +1,7 @@
+# CHANGELOG - Intercom
+
+## 1.0.0 / 2024-09-17
+
+***Added***:
+
+* Initial Release

intercom/README.md

@@ -0,0 +1,86 @@
+# Intercom
+
+## 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][6].
+
+## Setup
+
+Follow the instructions below to configure this integration for your Intercom account.
+
+### Configuration
+
+#### Webhook Configuration
+Configure the Datadog endpoint to forward Intercom events as logs to Datadog. See [Intercom webhook overview][3] for more details.
+
+- #### Webhook URL generation
+    - Select an existing API key or create a new one by clicking one of the buttons below:<!-- UI Component to be added by DataDog team -->
+- #### Register a new application
+    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, including the name and associated workspace.
+    6. Click **Create app**.
+- #### Configure webhook topics
+    1. Select Required permissions
+        1. After creating the app, go to the *Authentication* section in the left-side menu, and click the **Edit** button in the top-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**.
+    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**.
+
+## Data Collected
+
+### Logs
+
+The Intercom integration collects and forwards admin activities, tickets, data events, news items, and conversation logs to Datadog.
+
+### Metrics
+
+The Intercom integration does not include any metrics.
+
+### Events
+
+The Intercom integration does not include any events.
+
+### Service Checks
+
+The Intercom integration does not include any service checks.
+
+## Support
+
+For further assistance, contact [Datadog Support][5].
+
+[1]: https://www.intercom.com/
+[2]: https://app.intercom.com/
+[3]: https://developers.intercom.com/docs/webhooks
+[4]: https://app.datadoghq.com/integrations/intercom
+[5]: https://docs.datadoghq.com/help/
+[6]: https://developers.intercom.com/docs/references/2.10/webhooks/webhook-models