The Problem Statement
Currently, there is a functional gap in Intercom’s Tracker Ticket system. While we can associate multiple customer reports with a single Tracker, there is no native "Export" or "Download" functionality for the associated data.
To generate a list of impacted customers for Stakeholders (Leadership, DevOps, or Network Teams) during a P1/P2 event, agents must manually aggregate data. This is:
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Time-Consuming: Adds 15-20 minutes of manual work per event.
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Error-Prone: Increases the risk of missing high-priority customers in the report.
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SLA Impact: Diverts senior resources away from technical resolution to administrative tasks.
Proposed Enhancement
Add an "Export to CSV/XLSX" button within the Tracker Ticket view.
Functional Requirements
The export should include the following fields for all associated tickets:
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Company Name
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Customer Ticket Number
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Ticket Status (Open/Pending/Closed)
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Priority Level
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Assigned Agent
Use Case Example
“During an unexpected outage on Server 1, Support identifies 25 associated customer reports. Instead of manual transcription, the Lead Agent exports the Tracker data instantly to provide the Network Team with a real-time list of impacted VIP accounts, allowing for prioritized restoration.”
How this helps us:
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MTTR (Mean Time to Resolution): Keeps the focus on fixing the server, not the spreadsheet.
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Reporting Accuracy: Ensures 100% data integrity for post-mortem analysis.