Intercom users need help organizing their cases and assigning them to the right teams, especially when dealing with different customer communication scenarios. To solve this problem, Zapier can be used to create automated workflows (Zaps) that connect Intercom with Slack, sending notifications to the responsible team whenever a user is tagged in Intercom. Users can choose from pre-made templates or create their own Zaps from scratch, customizing the workflow to fit their needs. The process involves setting up triggers and actions, mapping fields between apps, and testing the workflow before turning it on. With Zapier, users can automate repetitive tasks and focus on more important tasks, while Intercom provides features to support customer communication and sales at scale.