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 Meade Forum Support Lead

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

S
Intercom Team
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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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