When a sales representative forward an email from a customer to our support email address, the ticket is created with the sales rep name rather than the customer user.
When a customer sends an email to our support email address, with some colleagues in CC, we may need at some point to update / change the primary contact.
In the table view, I’d like to be able to see who is the main contact of a ticket (and not see the sales representative).
Yes, and to add to this, we frequently have CSMs or AMs raise tickets on behalf of customers while remaining involved throughout the resolution process.
Currently, if the CSM/AM submits the initial request, Intercom defaults them as the primary contact on the ticket. The only way to reassign the customer as the primary contact is to completely remove the original primary participant, which isn't practical when that person still needs visibility and involvement in the conversation.
It would be valuable to allow admins or teammates to explicitly select and change the primary contact for a ticket independently of the participant list. Ideally, participants could be reordered or a "Set as Primary Contact" option could be provided, enabling the correct customer record to remain the primary contact while keeping internal stakeholders and customer advocates included in the conversation.
This would improve reporting accuracy, ticket ownership visibility, and the overall customer experience, especially when certain roles frequently submit tickets on behalf of customers.
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