Looking for a solution to track issues, bugs, feature requests, etc.

Question

I'm looking for the best way to track issues for every conversation our users initiate. We have previously used conversation tagging but it resulted in 100+ tags that were difficult to sort through and manage since we also use customer tags heavily. I'd like to be able to track the core issue associated with each conversation. Ideal categories I can choose for each conversation:Issue Type drop down list (feature request, bug, feedback, question, etc)Product Area drop down list (login, registration, dashboard, profile, etc)Specific description of issue (should be able to tag multiple conversations with the same issue description)Date of Issue (should be automatic based on the conversation data) I need to be able to provide timely reports to management including:Total issue volume over the last 2-4 weeksIssue volume by Issue TypeIssue volume by Product AreaIssue volume by Specific Issue The goal would be to resolve customer issues within the product, before users escalate. So far I've tried intercom's built in conversation tags, Jira, Trello, Notion and a few other solutions. None of which are able to easily give me timely data in a format that I can easily turn into a report. I'd even be happy somehow integrating Intercom with google sheets! &#128517;  If you know of an integration or another solution that might help me, I'd be forever grateful!

Sam · Accepted Answer

Conversation Attributes are what you are looking for. You can create an attribute for the:Issue TypeProduct AreaSpecific Issue (you'd want to make this either a text field or a dropdown) See below for adding the attributes to your conversations:You can then filter these in Intercom's built in reporting solution, in a Custom Report. Hope this helps!

User835 · Answer

Thanks Sam! I'll have to look into conversation attributes. It looks like it might be the perfect solution &#128513;

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded