Snoozed conversations reopen when adding a note

Question

Hi! I’ve been having trouble with our help desk because conversations automatically reopen when adding a note for a teammate. Is there a way we can leave notes for each other without reopening a conversation every time?Thanks!

mateusz.leszkiewicz · Accepted Answer

Hi @Lucía,It’s Mat from the Support Engineering Team 😀When you add a note to a conversation in Intercom, it will not reopen a closed conversation.To avoid reopening conversations, you should snooze them when you're waiting for a reply from a teammate.This way, you can leave notes for each other without affecting the conversation's status.This is the only workaround I can think of. To quickly snooze a conversation simply hit “z” after posting a note.

Lucía · Answer

Hi, Mat! Thank you for your reply. We’ll try that.Have a great week!

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