Hi,
we have switched to Intercom and while going through the ticket creation scenario, I’ve noticed that for our customers (the users of the Intercom messenger), there is only a single way to create a ticket directly: adding the option on the home screen.
This is quite a usability issue. Any user would want to create tickets directly from the ticket tab in Messenger or the ticket portal.
Suggestion
- Messenger Ticket Tab: add a little button like the button on the Messages, but here to create a ticket.
- Ticket Portal: same, add the button “create a ticket”
In both cases, you could simply open the ticket creation in the messenger that already exists.