How we use Tickets for our internal On-Call team

  • 21 March 2023
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Within Intercom’s Customer Support team, we have an “On-Call” team made up of tenured teammates who have the responsibility of helping their colleagues answer more complex customer questions.


Previously, these questions were raised through a different instance of the Messenger and funnelled into an entirely separate Intercom workspace, apart from our Support team’s main Intercom workspace.


With the launch of our Tickets feature, we saw a unique opportunity to funnel these inquiries into our main Intercom workspace, streamline the process and remove the inefficiency of having two workspaces.


To raise a Ticket with our On-Call team, our Support team simply opens the Messenger in their Intercom workspace (the benefit of having our Support team work from “our” instance of Intercom!) and start a new conversation, where they’ll be greeted by an Inbound Custom Bot. Once they follow the steps in the bot to ensure that their question is routed to the correct On-Call team, they’re presented with a Ticket form, which they can then fill out with details of their questions. The responses from our On-Call team are sent via the Messenger, so it’s easy for a teammate to be notified.


Using Tickets for these kinds of escalations helps when we need to pass the Ticket to an R&D team, as they already have a ton of context associated with the request!

It’s easy for you to do the same with any instance of your own Messenger - just set an inbound Custom Bot live targeted at all “users” with your company’s email domain! Alternatively, if you don’t have Custom Bots as part of your subscription, you can use linked Tickets directly from the Inbox. Feel free to comment on this post asking me about best practice advice here!

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