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Is there any possible way to link 2 conversations to the same ticket?

In some situations a client contacts us asking for information about his order, and our team opens a ticket for the request. In order to give him this information we need to contact other company via mail (we send emails from intercom as well).
We would like to connect the email conversation to the ticket created on the client’s conversation, so when we will get the email reply we can update the ticket and the client as quickly as possible (without having to look for the ticket).

I’ll be happy to hear if someone has any solution for this case, or if there is an intercom feature for that.

Hey @Eti Racheal from the support engineer team here👋 

 

There is currently no way to link multiple conversations to a single ticket but I can definitely see how this would be a useful feature especially in verification scenarios like this (we run into this too!). I'm more than happy to pass this to our Product Team as a feature request so that it's on their radar! In the meantime, what we do is leave a note in the conversation with a link to the non-linked conversation. I understand this isn’t ideal, so I hope to see something in place to hand this in the future!

I was excited to try out the tickets feature, but not being able to link multiple conversations to a single ticket has dashed those hopes. Tickets also appearing in the same queue as conversations, especially when I’m keeping the relevant conversations open, just clutters up my queue. 

 

EDIT: Looks like there’s a beta for this that I was informed about. Looking forward to giving that a try!

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