Intercom not auto-filling company name in tickets | Community
Skip to main content
Answered

Intercom not auto-filling company name in tickets

  • February 15, 2026
  • 1 reply
  • 23 views
B

Hello Support, 

We have run into a recurring issue where customer company names are not being auto-filled in the drop-down box at the top of tickets, despite the ticket having a “Company details” association in the side menu. It seems like the problem is Intercom automatically associating our own company with the ticket, causing two values to appear in the company drop-down box, meaning none of them get selected by default. 

Is this expected behavior, and is there a solution / workaround to prevent this from happening? 

Best answer by Dara K

Hey ​@Ben Nissley This is expected when there are multiple company associations. Intercom auto-links your workspace’s company to tickets; if the requester is also linked to another company, the ticket has 2 candidates, so the top dropdown won’t preselect.

As a workaround you could add a Workflow on ticket creation to set the ticket’s Company based on your own logic (e.g., match requester’s email domain to a company, or read a custom “preferred_company_id” attribute you maintain)

1 reply

D
Intercom Team
Forum|alt.badge.img+2
  • Dara KIntercom Team
  • Intercom Team
  • Answer
  • March 6, 2026

Hey ​@Ben Nissley This is expected when there are multiple company associations. Intercom auto-links your workspace’s company to tickets; if the requester is also linked to another company, the ticket has 2 candidates, so the top dropdown won’t preselect.

As a workaround you could add a Workflow on ticket creation to set the ticket’s Company based on your own logic (e.g., match requester’s email domain to a company, or read a custom “preferred_company_id” attribute you maintain)

Terms & ConditionsAccessibility statement