We would like to leverage the internal notes further to really optimise operations.
The use case example we have is ticket feedback. The current process is as follows:
- Agent sees feedback opportunity
- Agent triggers reusable workflow for ticket feedback submission
- Automates an internal note template
- Agent fills out the template using free text
However, this is quite an arduous process for agents, especially when ticket volumes are high or coverage is limited. We want to further optimise this process directly in Intercom. The idea being that when the internal note is triggered, instead of a free-text field, you could present them with a form of sorts, where they can select from single- or multi-select, short text, etc. options. This way further simplifies the feedback process and secures better engagement and data accuracy. So the proposed flow would be:
- Agent sees feedback opportunity
- Agent triggers reusable workflow for ticket feedback submission
- Automates an internal note template with a feedback form
- Agent fills out the form
- Generates an internal note with form fields populated
