Feature Request: Auto-Populate Case/Ticket Numbers in Macros and Automated Verbiage

We propose adding the ability to auto-populate case or ticket numbers in macros and automated verbiage within Intercom. This feature would streamline communication with customers, improve case tracking, and enhance the overall support experience.

Problem Statement

Intercom currently allows for auto-population of customer profile data (e.g., "Dear [FirstName]"), which is a valuable feature for personalized communication. However, there is no option to auto-fill case or ticket numbers in messages.

This creates the following challenges:

• Inefficient Workflow: Agents must manually copy and paste ticket numbers into messages, adding time to each interaction.

• Customer Confusion: Customers are not consistently provided with ticket numbers, making it harder for them to reference their cases.

• Tracking Issues: Without ticket numbers in customer communications, it is harder to trace cases when customers follow up or escalate issues.

Proposed Solution

Introduce a placeholder variable for case or ticket numbers (e.g., [ticketNumber]) that can be used in macros, templates, and automated responses.

Feature Details:

1. Dynamic Placeholder for Ticket Numbers

   • Allow macros to include a new variable, [ticketNumber], which automatically inserts the associated ticket ID.

   • Example: “If you need anything else, please reach out to support and reference case number [ticketNumber].”

2. Customizable Format

   • Allow administrators to customize the display format of the ticket number (e.g., "Case #12345" or "Reference ID: ABCD1234").

3. Integration with Automation

   • Ensure ticket numbers can also be used in automated workflows, such as follow-up messages or escalation responses.

4. Consistency Across Channels

   • Include this feature for all communication channels supported by Intercom, such as email, chat, and in-app messaging.

Use Case Example

An agent resolves a customer issue and applies a macro that says:
“Thank you for reaching out. If you need further assistance, please contact us and reference case number [ticketNumber].”

Instead of manually entering the ticket number, the macro dynamically fills in the unique case number associated with the conversation, ensuring accuracy and saving time. When the customer follows up, referencing the ticket number allows the agent to quickly locate the case.

Expected Benefits

1. Improved Efficiency:

   • Reduces manual effort by auto-filling ticket numbers.

   • Speeds up response times for agents.

2. Enhanced Customer Experience:

   • Provides customers with clear reference information for their cases.

   • Reduces frustration during follow-ups or escalations.

3. Better Case Tracking:

   • Simplifies case identification for both agents and customers.

   • Improves consistency and accuracy in support communications.

This feature would deliver immediate value by addressing a widespread operational challenge.