Can Intercom be used in a purpose where we only want to track time spent on a task? Without any messages to be sent?

Question

Hi there!  We are considering to operate our company’s customer service from Intercom in the future. Our current technology for customer service contain tickets which we use to report the time spent on tickets also. Sometimes we want to create a ticket manually just to report how much time some task have taken. To be more specific there are these kinds of tickets where we don't send any messages. We create a ticket manually, add some recipient but without any public message any message won't be sent. Time tracking app saves the data how much time a person has spent with this task.  Is this possible with Intercom? We know that there's many apps and integrations for tracking the time but does these work for our purpose? Can we create a new conversation where any messages won't be sent? Or do you have any other tips how Intercom could work for our purpose?

Anonymous · Accepted Answer

Hi @sara t​&#128522; We use conversations instead of tickets, but you could decide whether you want to start a conversation from the inbox with a test user.In terms of tracking the reply times from start to finish, this could be done with our Reporting section, however, the conversation would need to be sent in order to view the data in Reports.

Maryanne Miller · Answer

Tracking and Reporting on time spent in a month on customers is not an easy thingto accomplish in Intercom. We have been trying it for months with conversation attributes and its still problematic.

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