Hi Intercom team,
We use Customer tickets and the Customer Portal (Expert plan) to give our B2B customers visibility on support tickets. Our customers are organised in several levels: a transport network, a regional division, and a national group (e.g. Transdev, Keolis, RATP Dev). We model each level as a Company in Intercom.
Two feature requests:
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Multiple companies on a single ticket. Today a ticket can only be associated with one company. A bug affecting one network should be visible to that network, its regional division and the group headquarters at the same time. Right now we have to pick only one level, which hides the ticket from the others. Alternatively, a portal option where a parent company automatically sees the tickets of its child companies would solve the same problem.
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Raise the limit of 100 granted companies per contact. We use granted access to give our support team a full view of the portal, but we manage over 340 companies, so the limit prevents us from seeing what each customer sees.
Happy to give more details or join a call.
Thanks,
Patrick Lemos Caixas, Pysae