How can QA be conducted on a back office ticket? | Community
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How can QA be conducted on a back office ticket?

  • November 20, 2025
  • 1 reply
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L

Hello there!

I’m looking for a to conduct quality assurance on the back-office ticket submission process and track the responsible parties for each ticket. Is there a way to generate a report that captures that info? Currently, we have a boolean attribute that we can toggle, however, we can’t filter through it by the person who submitted it. 

Any help is greatly appreciated! 

Best answer by Sean M

Hi ​@Leash, Seán here from the Intercom engineering support team 👋 

You could use Reports but only if the submitter is still the same assigned person to the ticket.

If not you would need to create a new attribute for the ticket and update it with the name of the teammate who initially submitted it.

If you only have a handful of teammates this could likely be done with a simple workflow but if there are a lot you may have to create a custom bit of logic that listens for the for ticket.created webhook and then use the update ticket endpoint of the API to update the value.

1 reply

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Intercom Team
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  • Sean MIntercom Team
  • Intercom Team
  • Answer
  • November 25, 2025

Hi ​@Leash, Seán here from the Intercom engineering support team 👋 

You could use Reports but only if the submitter is still the same assigned person to the ticket.

If not you would need to create a new attribute for the ticket and update it with the name of the teammate who initially submitted it.

If you only have a handful of teammates this could likely be done with a simple workflow but if there are a lot you may have to create a custom bit of logic that listens for the for ticket.created webhook and then use the update ticket endpoint of the API to update the value.

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