Customise Email Notifications

Hi ​@Sam Helm 

Jennifer here from Customer Support

Thanks for this suggestion, I’ve passed this feedback on to our Product Team 🚀

Thanks Jennifer, We’ve ran into a further issue on the same thing which would be great to add.

For conversation email notifications intercom sends an email with the last message and the ability to reply through email.

However for tickets the user receives a two line email with a link to log in and reply. Furthermore this doesn’t work half the time for leads as if they click the link from a different network than the one they raised the ticket on the cookies can’t track meaning the lead/visitor can’t reply.

Please change ticket notifications to the same format as conversations. Tickets are meant to be for more complicated discussions so I don’t see why these the notification is far more basic than the conversation one.

Upvoting here. We agree being able to customize Ticket Notification Emails would be extremely impactful and a big improvement for experience (both for users of Intercom and our customers). 

Currently - even with Customizing Ticket States and being able to put a label that is visible to customers- the default verbiage for the top level Ticket State still overwrites in the template what customers see which confuses the customers.

To add to this - because automated workflows don’t trigger unless you change the ticket state outside of the top level its already in, it can make things more confusing. 

Also when potentially triaging this or reviewing the request - please consider allowing the templates to include both the status change and the tech update in one email. Currently our customers receive the Ticket Status change and the Tech update in two separate communication and we are getting complaints about the amount of email notifications we now send. (The only way we found to fix this is turning off the status emails however then our customers dont get the email with their Ticket number when it first gets created.) 

 

This is the top wish list from our users with Ticketing.

+1 we are in the process of migrating to Intercom right now and my mind is blown that these aren’t customizable!!!! How was this not part of the original design? 😱

To reinforce this:

This is actively causing customer complaints for us. Essentially undoing any benefit we get from using Intercom. However since we do want an immediate email notification when a ticket is created from the widget to the customer, we can’t just disable this. Not only is it not customizable. It’s too engrained with other features.

This is indeed the top customer feedback for users on the ticketing portal! 

Having 15 email notification a day for everything chat message and status is not manageable or acceptable for the user.

We have encountered similar customer frustration and feedback with email notifications, and not having the ability to include the ticket subject in email notifications makes it difficult for customers to identify what ticket they are receiving an update about.  Also the fact that ticket notifications are different than messenger notifications, and that email notifications are not received immediately if users are logged into the portal is less than ideal.  We have many customers with a high ticket volumes and even with including history in the email notifications it’s still difficult for them to quickly identify which ticket an email notification relates to. 

We would love the ability to change the wording and format of the ticket notifications to align with the communication and brand we have with different external partners and customers.