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Intercom’s tickets are optimized for team collaboration and real-time customer updates

  • 59 Topics
  • 117 Replies
59 Topics
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skid45New Participant
asked in Tickets
Intercom Android SDK Crash

Hi! I'm using Intercom Android SDK 15.15.0 and i caught a crash. The crash happens if you go from the home screen to an empty chat screen -> start a new chat -> send any message -> quickly go back to the home screen -> and press the "Send message" button before the home screen has updated. This sequence of actions leads to a crash with the following logs: java.lang.IllegalStateException: The specified child already has a parent. You must call removeView() on the child's parent first. at android.view.ViewGroup.addViewInner(ViewGroup.java:5601) at android.view.ViewGroup.addView(ViewGroup.java:5387) at android.view.ViewGroup.addView(ViewGroup.java:5327) at android.view.ViewGroup.addView(ViewGroup.java:5299) at androidx.compose.ui.viewinterop.AndroidViewHolder.<init>(AndroidViewHolder.android.kt:99) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:332) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:323) at androidx.compo

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Muhammad NisarConnector
asked in Tickets
Account Expir Issue

Our Intercom account, which we use for managing tickets and other tasks, has expired. This has made it difficult for us to create a video using the same account. Since this account is also linked to our developer account with the same email, we would like to explore possible solutions. Could you please let us know if there is an alternative option available or if we can downgrade our plan while still being able to create the video using the same account? Your guidance on this would be greatly appreciated. We would like to proceed with transferring the app ownership to the developer workspace. We’ve been waiting for your response over the past two weeks, and this transfer is important for us to move forward with our integration, which is currently pending. We’d really appreciate it if you could prioritize this request and initiate the transfer as soon as possible

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Fabia TopellNew Participant
asked in Tickets
Fix time difference in ticket attributes

When we (german-based company) use a ticket attribute with da date value, the ticket events record a different time. In the summer time, the time difference is +2 hours and in winter time +1 hour as Intercom treats everything as GMT. So when we record appointments in a ticket attribute, it will always be wrong for our time zone. Also, we wanted to snooze ticket according to the timestamp in a ticket attribut. That results in the same incorrect time and is really confusing. It would be really helpful if this would be fixed.

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kashinath.chariNew Participant
asked in Tickets
Intercom Crash on android

I am using intercom version 15.15.0 but most of the time it crash with the 2 different types of error .please find error logs below java.lang.IllegalArgumentException: no paragraph (layoutCache=ParagraphLayoutCache(paragraph=null, lastDensity=InlineDensity(density=2.8125, fontScale=1.0)), textSubstitution=null) at androidx.compose.foundation.text.modifiers.TextStringSimpleNode.draw(TextStringSimpleNode.kt:418) at androidx.compose.ui.node.LayoutNodeDrawScope.drawDirect-eZhPAX0$ui_release(LayoutNodeDrawScope.kt:110) at androidx.compose.ui.node.LayoutNodeDrawScope.draw-eZhPAX0$ui_release(LayoutNodeDrawScope.kt:89) at androidx.compose.ui.node.NodeCoordinator.drawContainedDrawModifiers(NodeCoordinator.kt:450) at androidx.compose.ui.node.NodeCoordinator.draw(NodeCoordinator.kt:439)

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Kristen TophamNew Participant
asked in Tickets
Outbound email subject limes

Our CX team sends outbound emails often and will continue to do so when we transition to intercom (in the migration phase now). We don’t see a way to edit subject lines for outbound emails - which is vital to our operations. Is this possible? If so, how can we do this? Has anyone else run into this issue?

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cipherNew Participant
asked in Tickets
Intercom not working in expo android

I have integrated intercom to our expo app. For iOS devices it’s working great but for android its not working and when we hit “Intercom.present()” it does open the sheet but in that we are getting “Something’s gone wrong Content could not be loaded”. I have added all the required permissions. For loginUserWithUserAttributes getting error : Error: ERROR - [HTTP 403] - Android SDK Messenger API is disabled for this workspace Intercom.loginUserWithUserAttributes({ email: email, userId: data?.data?.userId, name: data?.data?.username, })

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Jacques Reynolds
Intercom Team
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AkindeleNew Participant
asked in Tickets
Business

I'm trying to get to know about you intercom. Please be nice to me. Thanks

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Matthew NeeleyNew Participant
asked in Tickets
Customer Visibility into Closed Ticket History

We have several customers that often refer back to historical ticket data and it would be massively beneficial if there was a way for them to continue to search for historical tickets. The reason for this is because the way many of our customers are structured are Tiered entities. Basically, users in the Parent Company have visibility into the Child Companies beneath them that have their own users. These Parent Company users need to have visibility into all tickets so that they are aware of the issues their Child Company Users are facing.

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Arun SunderrajNew Participant
posted in Tickets
intercom tickets reporting

what are all the best possible way apart from the native reporting of Intercom - I want to know how else I can get the reporting data for intercom tickets (not conversations) I have looked through their APIs but it only serves the tickets data not reporting data. Reporting data I mean, like finding the first response time, resolution time, etc., Any help would be appreciated.

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conor
Innovator ✨
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Vivek TNew Participant
posted in Tickets
Looking for Best Practices for Tracking Feature Requests & Bugs in Intercom

Hey everyone, We’re looking for insights on how to effectively use Intercom’s ticket tracker to manage feature requests and bug reports. Here’s our current setup, and we’d love to hear your thoughts, suggestions, or any case studies from the community! Our Current Approach We have a module in our app called "Customer Management," which frequently receives customer requests for enhancements and bug fixes. To streamline tracking, we created a tracker ticket type named "CRM Module Enhancement Requests." Each request is logged as a separate ticket with a specific title, such as:🔹 Customer’s Address adding feature 🔹 Customer’s purchase profile Feature 🔹 Customer’s Phone Number edit option Our Goals ✅ Identify which modules receive the most customer requests (daily/weekly/monthly) ✅ Determine the most frequently requested features within each module✅ Set up reports and charts categorizing requests by business type and feature title, using customer request count as the base Looking for Sug

271
Emilygav
Intercom Team
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Grace SanfordNew Participant
asked in Tickets
Tracker ticket status updated via workflow doesn't update linked customer tickets

Hi! I notice that when the state of a Tracker ticket is updated via custom workflow, any linked Customer tickets’ states are not also updated. In the Intercom UI, when a Tracker ticket state is changed, one receives the option to update the state of Customer tickets as well: Is there any way via custom workflows to have the same behavior?

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Emilygav
Intercom Team
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vikas.venkatachalamNew Participant
asked in Tickets
How to edit subject for a ticket notification?

Currently the subject for the ticket notification is seen as the first message in the coversation on the ticket which is ‘Create a ticket’.

563
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Support_TeamNew Participant
asked in Tickets
URGENT: Critical Issue with Intercom Email Notifications

We are facing a critical issue with email notifications sent to end users who contact the our support team via email channel. The automated outbound email notifications are not working properly, causing severe disruptions. Issue Details: In some cases, no notification is sent to users upon ticket submission. In other cases, there is a 24-hour delay in sending the "Ticket Submitted" notification. Occasionally, there is a 20-minute delay, and rarely do users receive real-time notifications. We are planning to roll out the Intercom ticket management system to our customers. However, due to this critical issue, we cannot proceed with the launch until it is fully resolved. We have already followed up with multiple Intercom support team members over the past 2-3 days, but responses have been delayed or absent. If this continues, we will have to reconsider our choice of ticket management tool. We need an urgent update on the root cause of this issue and the ETA for a permanent fix. This is br

441
mateusz.leszkiewicz
Intercom Team
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Vlad TopolnykNew Participant
posted in Tickets
Unable to upload pictures on Android devices

Failed Tested Devices: Samsung s21, Samsung s23. Succeed Tested Devices: Google Pixel 8 Pro, Samsung M33.I have an issue that users can’t upload pictures on some Android devices. This issue also occurs on Intercom official sample project. All dependencies are up-to-date.Recreation flow: allow storage permission → choose picture → click send → nothing was sent.Also observed the logs on failed and Succeed devices: didn’t find anything strange...

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Emilygav
Intercom Team
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Amberlee PrescottNew Participant
asked in Tickets
How do you make Ticket prioritization visible to your customers? 🤔

Hello! Our company just rolled out the Tickets Portal to a few of our companies. For context, we’re a bespoke website CMS development company, and our select partners use our software to build marketing websites for their clients. 👩🏻‍💻 Our partners have the option to submit feature requests, and they’d like to share whether those requests are priorities for their team. Ideally, they’d like to see which tickets are a priority at a glance within the Tickets Portal. However, since we can’t control the columns in the portal, we don’t have an easy way of doing that. Has anyone received a similar request from their users, and if so, have you found creative solutions to help them? Thank you in advance! 🎉

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Diogo Silva
Innovator ✨
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AnibalNew Participant
asked in Tickets
Issues when ticket shifts back to "In progress" when a customer responds

When a customer responds to a ticket in “Waiting on costumer” state, the ticket automatically shifts back to an "In progress" state. This behaviour is not helpful for many situations i.e. when waiting for a customer to send back a product, if he sends a message asking a question or just saying thanks (before he returns the product), the ticket state should not automatically shift to “In progress”. Even worse, the pre-scheduled SLA for next following “In progress state” is not applied because the state change was not done by a colleague. Is there anyway we can deactivate above behaviour?

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HollyW00dNew Participant
posted in Tickets
Ticket Status Doesn't Change when Customer Replies

Hello! I’ve noticed that when a customer replies to a ticket, that the status will remain Resolved for instance. Shouldn’t the status change back to In progress perhaps?

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CakewalkNew Participant
asked in Tickets
Be reactive to users with more than a specified number of tickets

I want to be notified when a user has contacted our support team and they have opened more than some set number of tickets. The users in our case are external customers who are using our product. The purpose of this is to make us proactive and reach out to them instead of waiting till they get upset and frustrated. Currently, we’re responding to that upset and in some cases; that’s too late. Basically, I’d like to stop having the tail wag the dog.

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Intercom Team
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Julia KnaufNew Participant
asked in Tickets
Watchlist for tickets

Hello, I would like to be able to easily add tickets to a ‘watchlist’ so that I can follow up on the status easily. I know you can tag yourself but this is not sufficient as the tag woud stay there forever and I might drop out of following that ticket at some point. Does this kind of feature exist or is there any other solution ? I would be very handy for new team members , also for team leads to follow along some cases etc. Thanks, Julia

471
Joe Caffrey
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Gaby CabreraNew Participant
asked in Tickets
SLA targets are not properly displaying in views and ticket details

SLA targets are being properly applied to our tickets, but when looking at the SLA timer in the view sorting, and when entering the ticket itself, some tickets are showing the wrong SLA timer.SLA is not showing properly in tickets unless you hover on the SLA metrics in the ticket details. Right now we’re unable to rely on our SLA targets. This is crucial for our support team to correctly prioritize the work.

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Alan IbarraNew Participant
asked in Tickets
Tickets & Push notifications

I have a few questions regarding push notifications and ticketing: Does Intercom send push notifications for the following events: Ticket creation? Ticket response? Ticket status updates? Is it possible to send a push notification when a ticket has been processed? If so, what is the recommended approach to implement this?

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Alex ZilbermanNew Participant
asked in Tickets
How to change the design of the automated ticket progress email

Is this possible to change the text / design used in the outgoing email to customers when they open a ticket via email? I especially don’t like the wording used by the default system.

773
mateusz.leszkiewicz
Intercom Team
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Paulo ViniciusNew Participant
asked in Tickets
New format (check box list ) to attribute

It could include a check box list format in the attribute options, so that it is possible to select several options.

371
mateusz.leszkiewicz
Intercom Team
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Erin JNew Participant
asked in Tickets
Managing Tickets

Hi Everyone, My team and I are having a hard time adapting to Tickets but we want it to work as tracking our conversations that require engineering/technical assistance is quite difficult! Does anyone have any best practices or tips on how they are currently managing back office tickets when working with other teams? Here’s an example: Our support team may get an issue that requires us to get assistance from our engineering team. Currently we create a back office ticket, fill out all the necessary fields that our engineering team needs and assigns the ticket to the engineering queue. When the engineering team needs more information, they’d prefer not to keep the ticket in their queue so they send it back to support, essentially leaving us with double the amount of tickets till we get the information from our clients to send it back to the engineering queue. Appreciate any insight!

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Blue FlagNew Participant
asked in Tickets
Sharing helpdesk tickets with other end users

We are using helpdesk a little differently. Example: Team leader A has 4 team members - B, C, D, E. B raises a ticket for the whole team but then leaves before it is resolved, we would like to assign this ticket to another member, A. Is this possible?

501
Shaq Payne
Intercom Team
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