We often get phone calls (outside of intercom) from users who belong to a company but who are not currently a user in Intercom where it is not relevant to attach the issue to them, but instead we want to attach it to the company as a whole. Is there some way to do this beyond making a User version of every company for this purpose?
Answered
Is it possible to assign a ticket to a company directly?
Best answer by Sean M
Hi
Great question! At the moment, tickets in Intercom do need to be associated with a user, there isn’t a way to assign a ticket directly to a company on its own.
That said, a common workaround is to create a generic or placeholder user (for example, “Company X - Phone Call”) and associate that user with the relevant company. This lets you track the issue at the company level without tying it to a specific individual.
You can also use internal notes, tags, or custom fields on the company to add context and keep everything organised for your team.
Hope that helps!
- Intercom Team
- Answer
Hi
Great question! At the moment, tickets in Intercom do need to be associated with a user, there isn’t a way to assign a ticket directly to a company on its own.
That said, a common workaround is to create a generic or placeholder user (for example, “Company X - Phone Call”) and associate that user with the relevant company. This lets you track the issue at the company level without tying it to a specific individual.
You can also use internal notes, tags, or custom fields on the company to add context and keep everything organised for your team.
Hope that helps!
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