This is a feature in freshdesk that we are realizing is not part of intercom’s ticket management. We have a need to provide an editable internal note in each intercom ticket that is the running summary of technical detail and effort for the issue being worked on.
It becomes problematic in technical issue management to have the details of the issue scattered in a message stream over a long period of time.
Having a central “pinned” note that facts and details and decisions can be written to by the support and engineering team working on a ticket is essential to being able to have a coherent summary of whats going on, and will also greatly improve FIN’s understanding of what the actual issue is, what was identified as its cause, the plan of action to address it, and what follow up actions were taken to address the issue beyond just that ticket.
PLEASE, pretty please, get this into the product. If the pinning the note is not possible just making the note team editable would be great.
User note will not handle this functionality.