We are very satisfied with the chat system you've developed, and it would be fantastic if you could create a similar ticket portal within the same workspace. This would enable our agents to interact with clients just as they do in the chats.
Here’s how we envision this:
1) In the contact widget, there should be an option for clients to choose how they want to reach the support team, either through chat or a ticket. If the client selects the ticket option, a ticket should be created within Intercom—not as a pop-up window, but as a full portal that can open in a new window. The client account should be unified for both chats and tickets.
2) In the ticket portal, everything should be consistent with what we currently have in the chat system, including the conversation itself, internal tabs like qualifications and attributes, and client information. Additionally, we need more ticket statuses and the ability to create our own custom statuses.
3) Conversations should be transferable between chats and tickets, and vice versa. We should also be able to see related chats or related tickets.
4) Features like auto ticket assignments, workflows, and team management would be great additions as well. The reporting functionality should remain the same as it is now. Furthermore, it would be helpful to integrate FinAI and Monitors.