Hello!
Right now (e.g.) Back-office tickets are only visible in the conversation they were tied to or created at.
With fast-paced support it is crucial to see any pending requests/tickets (those which are still open).
It can be added as an on/off setting to actually see them in later conversations with the user, the same way it is in the connected one. Maybe also a feature to cross-post a note to the active conversation.
It would be a game-changer for us specifically and for more fast-paced services and fields of work. And it’s a rather common feature on the market, AFAIK.
Hope this gets some attention! :)
Thanks in advance and have a nice day everyone reading.
Submitted
Visible pending tickets in later conversations
+3- Intercom Team
Hi
Jennifer here from Intercom
Thanks for this suggestion, I will pass it on to our Product Team for you 🤞
Whenever we do release new features, we announce them on the Product Changes page, so I would recommend keeping an eye there.
Hi,
I really hope this suggestion makes it to release! It’s truly a great idea and an essential feature. 🙏
Additionally, I’d like to suggest displaying not only back-office tickets in this view but also tracker tickets. This would help avoid duplicating the same client in a tracker ticket (since the conversation, not the client, is linked) and allow for quicker access to up-to-date information on unresolved client issues in future conversations.
+6This is a great suggestion! Making open tickets visible in future conversations or allowing cross-posted notes would improve efficiency and ensure nothing is missed. Adding this as an optional setting makes it flexible for different teams. It’s a much-needed feature for fast-paced environments—hope it gets implemented!
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