Change Intercom ticket type when ticket already created

Hi @User2149 

Jennifer here from Intercom

I’ll let our product team know this is a feature you’re eager for! 🤞
 

Whenever we do release new features, we announce them on the Product Changes page, so I would recommend keeping an eye there. 

This would be super helpful for our team as we would love to have different ticket types for tracking and many of our workflows auto-create tickets for our team (and clients don’t always select the correct options for their use case) 

+1 to this idea.  It’s a bad customer experience to have to start a different ticket thread with them just to change the ticket type and we use custom statuses so we can’t convey the correct information to the client when they are accidentally assigned the wrong ticket type as the statuses don’t always align with the issue we are solving.

Current process is to close the ticket they submitted and then recreate the request with the correct ticket type. Customers receive notifications when the ticket status is changed (resolved/closed) and when the new ticket is created. If the ticket type was able to be changed, it would lessen the unnecessary notifications and preventing confusion when their first ticket is ‘resolved’ without the request still outstanding. 

This would be super great for our team. Sometimes it takes a while to check if a bug is indeed one or is just an internet connection malfunction or something else so it is necessary for us not only not to count tickets that are not actually an error as one, but to keep real track of how many tickets do we have as duplicating the ticket to the correct type is indeed duplicating the total ticket amount

We are currently in process of implementation, and we will be heavily using tickets. Intention was to use Ticket Types to help with categorization. However, with not being able to change ticket type after creation, we will need to have additional attributes for a single ticket type instead of making the attribution lists more manageable with different ticket types. 

This would be great! We use back-office tickets for 2nd line (technical) support and tracker tickets for bugs. Some technical questions turn out to be bugs, so the ticket type needs to be changed.

Totally agree — not being able to change the ticket type breaks workflow tracking and automation accuracy. Adding an option to edit ticket type post-creation would save time and keep reporting clean.