Hi Intercom team,
We’ve received feedback from one of our customers about the automated ticket reminder emails sent through Intercom. The customer mentioned that it’s difficult to identify which ticket the message refers to—especially when they have multiple open tickets.
For example, the email notification simply says something like:
“Just checking in, we haven’t heard back from you yet…”
However, there’s no clear reference to the specific ticket or conversation thread (e.g., ticket subject, number, or summary). This makes it challenging for users to know which issue the email is about.
It would be really helpful if these reminder emails included identifying information such as:
-
The ticket or conversation ID
-
A short subject line or summary of the ticket
-
Or even a direct link to the relevant conversation
This would make it much easier for users managing multiple requests to respond correctly and efficiently.
Thank you for considering this feedback!
