We are moving to Intercom away from Freshdesk, which is a typical ticketing system, for all of our customer support.
I am new to some of the concepts of using Intercom and wanted to understand how each request is organized in the system. The reason is we need to track things a certain way for our SOC2 testing.
Thank you!
Gene
Hey @gene r 👋
At Intercom, we base interactions on real, live chats with humans, kind of like Whatsapp or Facebook Messenger. We don't have ticket numbers. Each conversation will appear in the Messenger.
What this means is that when someone submits an issue or has a general question, they’ll receive a prompt response. This allows the customer to continue with their conversation beyond what may have initially led them to submit a conversation. This mode of communication makes for a more streamlined resolution, giving you happier customers and a happier team.
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