Hi Intercom team,
I’d like to request an improvement around how mentions behave across back-office tickets and cross-noted conversations.
Currently, when a back-office ticket includes a mention that is also cross-noted into a conversation assigned to me, I end up handling the same item twice:
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First when I open and respond to the conversation
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Then again when reviewing my mentions in back-office tickets
This creates duplicate work and forces agents to manually reconcile two separate workflows for the same task, which becomes increasingly inefficient at higher ticket volumes.
This occurs repeatedly throughout the day when handling cross-noted tickets and adds noticeable overhead to agent workflows
Suggested improvement:
Automatically mark a mention as “seen” in the back-office ticket when the linked conversation has already been viewed or responded to by the assigned agent.
Ideally, this behavior could be configurable to support different team workflows.
Impact:
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Eliminates duplicate handling of the same task across conversations and tickets
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Reduces cognitive load when clearing mentions
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Improves workflow efficiency for teams managing high volumes of cross-noted tickets
Happy to provide specific examples or workflows if helpful.