Tracker ticket details for conversations

Question

Hi there! Is there a way to ensure that a tracker/group ticket link is visible in all future conversations with the same user on Intercom? I can see that detail only in the first conversation which got linked, but it’s not visible in subsequent ones. This leads to duplicate users being added to the ticket, impacting reports. It would be very helpful if, once a user’s conversation is linked to a tracker ticket, that linkage attribute appears in every future chat with the same user. This should be automatic. I’ve reviewed the attributes information but still don’t understand if and how this can be set up automatically.  Any help will be grateful.  Thank you so much!

Emilygav · Accepted Answer

Hi ​@tataralexa! Emily here from Support Engineering at Intercom 👋🏼To ensure that a tracker ticket link is visible in all future conversations with the same user, you can use the following approach:Link Conversations to Tracker Tickets: When you link a conversation to a tracker ticket, it helps streamline issues impacting many customers. This can be done by navigating to the "Links" section in the right sidebar of a conversation and clicking the ➕ icon next to "Tracker ticket".Manage Tracker Tickets: You can review linked customer reports by clicking on the "customer reports" header in your Tracker ticket. This allows you to see all linked customer tickets and conversations, which can help in managing duplicates and ensuring all related conversations are tracked.There is no way of an automatic feature that ensures the linkage attribute appears in every future chat with the same user. You may need to manually ensure each new conversation is linked to the existing tracker ticket to avoid duplicates.However I've definitely seen this requested before so I'll be sure to bubble 🫧 this up to the team.​We take input from our customers with great consideration when creating new features and refining our current solutions, so I'll happily share this with our Product Team.Did you know that you can also check if this feature has been recorded on our Product Wishlist in our Community? You can search and upvote existing requests or create new requests 🙌 Check out the quick guide on how the Product Wishlist works here. Note that you must be logged into the Intercom Community to access the Wishlist. You can log in with SSO or log in as a guest at the top right of the page.

Justin Dean · Answer

Hi ​@Emilygav!Just wanted tosecond this feature request. Even if the tracker ticket itself can’t be carried over for every subsequent chata customer creates, it would be great to have a widget (or just some sort of visual indicator) in the inbox details that shows team members thata customer has a ticket linked to an Open tracker ticket. Even better, it would be great if theindicator had the tracker ticket title (and a hyperlink to thetracker ticket) in it so team members can see what issuesusers areexperiencing that is already being tracked/worked on when they create a new chat.Thank you!Example

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