What recommendations do you have for taking internal support notes for when people call into support?

Question

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?

Roy · Accepted Answer

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=AircallI really like Aircall + Intercom integration but for some companies Aircall expensive.here some cheapest ones:Toky + Intercomhttps://www.intercom.com/app-store/?app_package_code=tokyCloudtalk + Intercomhttps://www.intercom.com/app-store/?app_package_code=cloudtalk-integrationIf 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.

Brian L · Answer

Hi@roy s11​We use Ring Central today. There doesn’t appear to be much integration when it comes to Ring Central and Intercom. I’ve seen that we can use Zapier in some capacity to connect the two but I don’t think it will cover our needs.I’ve seen Aircall and I think at some point we will consider it, just no capacity for that overhaul just yet.The one thing we considered was creating a intercom outbound chat or emails and using ‘Saved Content’ as our troubleshooting templates which would basically give the user a record of the conversation. We could then add internal notes as well. Not our ideal process but an option. Any other ideas would be helpful. We also use HubSpot but would rather not use two systems. Not sure if any apps can push HubSpot notes to a conversation as internal notes.Its seems that Aircall is our best option but need to figure something out for the mean time.thanks for your help!

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded