We’re noticing an issue where companies don’t get associated to multi-participant tickets. This seems to be by design, but are there any plans to change that behavior?
It looks like it’s stemming from a few things from what I can tell. Functionally it doesn’t seem like Intercom differentiates between the initiator of a conversation/ticket & the other participants that were added on. If it could do that I think it’d partly help fix the issue, because in theory it should associate the ticket with the company of the initiator. Second, if the initiator is associated with more than one company, could there be some logic to determine their company based on the company they’re associated with when logging into the tickets portal? Or for emails (unless there’s some security concerns), some logic based on their email domain? This wouldn’t necessarily fix every single instance, but I think it would help in most cases.