We are moving from Zendesk to Intercom. In Zendesk, when someone calls in for support, we use Zendesk Macro's to pull up troubleshooting steps and take internal notes and do tagging. What is the best practice for taking internal notes in Intercom that the User/Customer doesn't see. I'd like to start a new conversation with the user, but not actually share the conversation with the user. Has anyone gone through a transition from Zendesk to Intercom that may have some insights on options that are comparable to how Zendesk work?
What recommendations do you have for taking internal support notes for when people call into support?
Best answer by Roy
Hello @brian l , Moving from Zendesk to Intercom is a great choice, congratulations.
There several ways to do this, I think it depends on which phone system are you using?
Aircall Integration logs Conversation date, history and even recording to Intercom profile.
You checked it already? https://www.intercom.com/app-store/?app_package_code=aircall&search=Aircall
I really like Aircall + Intercom integration but for some companies Aircall expensive.
here some cheapest ones:
Toky + Intercom
https://www.intercom.com/app-store/?app_package_code=toky
Cloudtalk + Intercom
https://www.intercom.com/app-store/?app_package_code=cloudtalk-integration
If you are using a non cloud phone system, think about switching to the modern phone system (it's already a time to switch everything in the cloud).
If switching not possible, let me know which phone system you are using and I will try to help you.
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