To have great support, our support team has direct access to engineers to ask questions. We have set this up with side conversations in Zendesk so far. That worked really great: the support agent would create a side conversation to a specific team Slack channel asking the question, somebody from the engineering team would react in a thread which again would update the side conversation in Zendesk accordingly.
Intercom has side conversation which are fantastic, but that Slack integration is just really really missing for us.
What do you think of the topic? Others who’d love to see this in Intercom?
