Why can't we change a ticket's type after creation?

Hi @Rhiann Porter 

Jennifer here from Intercom 
 

This is not possible at the moment due to the way Tickets are shared with customers but I’ll let our product team know this is a feature you’re eager for! 🚀

Whenever we do release new features, we announce them on the Product Changes page, so I would recommend keeping an eye there.
 
 

Co-sign here, big need as we are all in on tickets.

Workaround is problematic which is create another customer ticket, merge the old one.
Issue here is the customer gets another handful of ticket create, update etc emails.

We use ticket types to align with different teams. A user selects a ticket type and it might be incorrectly tagged. The internal team want to use ticket types to reorganize how tickets show up in different views. 

Major need for this, huge limitation in the product that we realized only too late.

This is a great discussion! Being able to adjust ticket types post-creation would definitely improve workflow flexibility and accuracy, making it easier to track issues effectively. A much-needed feature for enhanced customer support management!

We are in the same place as ​@Josh Pike. We are attempting to track a high level of details from customer support requests to share with other departments in our company using ticket attributes. Being unable to change the ticket type has created data quality issues.

Upvoting - this is also a significant issue for us. We need to be able to correct an incorrectly submitted ticket type into the accurate type.

Upvoting - this is a significant issue for us as well. We need to be able to correct an incorrectly submitted ticket type into the accurate type without extra steps of merging.

Upvoting this! We’re facing this issue as well. We use tickets mainly for internal purposes and it’s a big blocker that we can’t change the ticket type after it has been wrongly submitted. Does anyone know when/if this feature will be available at some point? Does anyone have any good tips for workarounds? Thank you 😊

Any updates on this feature? This seems like a no-brainer. 

Upvoting this! Also an issue for us. 

​@Jennifer K I can see this has hundreds of votes over various threads. This is a major issue as it requires duplication of tickets on already stressed support teams.

This is a cause of major pushback against using tickets in Intercom. Where we have a general customer enquiry that ends up requiring development involvement, the solution to create another ticket is not satisfactory.

I can see that this has been noted by the product team, however, there has been no action in a year. Can this issue be brought up with the product team again please.

Would love an update from Intercom on this one. Is it planned at all?

Some of our newer team members were assigning the wrong ticket types. It would be nice if we could fix this.

This is a huge pain point when trying to get good analytics. Seems like it would be an easy change. 

This is a huge pain point for us as well. Especially when using tracker tickets. Trying to use tracker tickets for Problem management but when it is found to be a 3rd Party issue I get big pushback from our internal dev teams still having the Ticket as an issue on our side so I then need to create a new Tracker ticket type and manually unlink and re-link conversations sometimes over a hundred at a time. not to mention no longer having accurate start dates for the issues etc. etc.

Also allowing Second Line tickets to be linked to a Tracker Ticket as well as conversations would also be very useful as our customers tend to raise multiple issues on the same conversation so for clarity linking a back office ticket to the Tracker would be preferable.

Could you please share an update on this feature?

Bumping. Definitely needed

This is a necessity for us. Can we get an update please?

Could you please share an update on this feature? ​@Jennifer K 

Bumping this as this is HUGE need. 

 

Lol it’s been over a year

Andrea here from the Intercom R&D team 👋

Thank you for all your feedback on this thread!

We now have a Beta wait list open for the ability to change ticket type within the same category. If you’d like early access you can request that here: https://forms.gle/aEcg3BHK49PybQGy8