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Great News! Ticket custom states are now available in open beta! 🥳

Get exclusive access to this beta via the Intercom Community and share your product feedback in the comment section below.
 

With this beta, you can customize the names of your ticket states and add additional ones. Tailoring your ticket states allows you to better align with your internal processes, manage customer and teammate expectations more effectively, and create more targeted workflows and views.

 


For more information, check out this help doc 

💡 Note: Beta requests will be accepted for a limited time only. Don't miss out on this opportunity! 👍 Please allow a few days to get access to this beta after sending the request. You’ll get an email notification once you’ve been opted in. 

Great feature to now have the option for individual states!

One thing that we’re missing tho is the option to translate ticket states into the languages used for help desk and chat. It would be great if this could also get implemented at a later point 😊

 cannot agree more with @Lennard s comment above - we had to create duplicate tickets on our end and translate them to overcome this challenge. Also, an option to merge ticket would be nice in case of duplicate 

Hello @Diana Tripac, amazing to have this custom feature! 

As we work with Aliases for some of our tickets, we've set up certain mappings in the back end, such as:

  • "Triage qualified" = "In progress for Customer"
  • "Moved to production" = "In progress for Customer"

This feature is great, but we've noticed some confusion among our customers when using the ticket portal. The Alias appears multiple times, which is a bit confusing. It would be great if identical aliases could be consolidated to display just once for the customer.

 

 

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