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Best practise for tracking tickets relating to a feature launch?

  • April 10, 2025
  • 1 reply
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Hello!

We’re about to launch a new feature at my company and I want to track how much support this generates.

As such, I need a way to essentially “tag” conversations and tickets relating to the new feature so I can then identify these and build a report on them.

I’m a bit confused as to whether I would use tags (as you can only assign a tag to an individual message not a whole conversation), topics or attributes?

I don’t want to use a tracker ticket as I don’t need them grouping together from a support perspective.

Does anyone have any recommendations?

Thanks!

Best answer by Jacques Reynolds

Hey ​@Beth Laverack 👋 Jacques here from Intercom Support. I hope all is well today!

You can track support generated by your new feature using tags and conversation data attributes in Intercom.

  • Tags: You can tag individual messages within a conversation. Use the "T" shortcut or the ellipsis icon to tag messages related to the new feature. This allows you to search and analyze these tagged messages later.
  • Conversation Data Attributes (CvDA): Use attributes to categorise entire conversations. If the conversation predominantly revolves around the new feature, ensure the CvDA reflects this. This method is useful for structured data collection and analysis.

By combining tags and CvDA, you can effectively track and report on the support impact of your new feature without needing to use tracker tickets.

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Jacques Reynolds
Intercom Team
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Hey ​@Beth Laverack 👋 Jacques here from Intercom Support. I hope all is well today!

You can track support generated by your new feature using tags and conversation data attributes in Intercom.

  • Tags: You can tag individual messages within a conversation. Use the "T" shortcut or the ellipsis icon to tag messages related to the new feature. This allows you to search and analyze these tagged messages later.
  • Conversation Data Attributes (CvDA): Use attributes to categorise entire conversations. If the conversation predominantly revolves around the new feature, ensure the CvDA reflects this. This method is useful for structured data collection and analysis.

By combining tags and CvDA, you can effectively track and report on the support impact of your new feature without needing to use tracker tickets.

Jacques Reynolds
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