You should be able to use Ticketing for this! You can attach or create a back office ticket for certain types of tasks you need to accomplish and create them based on logic you configure in workflows.  Thoughts?

Intercom doesn’t currently offer a built-in task management system, but there are a few ways to achieve similar functionality

Use Tags for Task Tracking:  
   - Apply a specific tag to conversations that require follow-up (e.g., "task-pending").  
   - Use the "tag" filter in the Inbox or Reporting section to view and organize these conversations.

Leverage Notes and Mentions:  
   - Add internal notes in conversations to document tasks and tag teammates with `@mentions` for assignments.  
   - Use the "My Conversations" or "Assigned to Me" filter to track updates.

Integrate with a Task Management Tool:  
   - Connect Intercom to tools like Asana, Trello, or Jira using Intercom’s integrations or Zapier.  
   - Automatically create tasks in your external tool when certain events occur in Intercom (e.g., a tag is added or a conversation is closed).  
   - Manage tasks in your external tool’s centralized dashboard.

Custom Dashboard via API:  
   - Use Intercom’s API to create a custom dashboard that pulls tasks and conversation data.  
   - This requires some development but offers full control over how tasks are displayed and managed.

While these workarounds help, consider upvoting this feature request with Intercom Support to show demand for a built-in task management feature!

​@Cara Alva  I would love to hear more about the use case for the tasks, there’s a few suggestions already in the comments --- I would say both could be very relevant depending on your needs. 

Integrations work quite well if you already use another task management tools like Asana, Clickup, etc but some other tools aren’t integrated. 

Tickets could work as well but you just need to select if this is something you want the customer to see or not, then choose the correct type of ticket, tracker, back office etc. 

Renaming Conversations is another other option is, if you just want to have a high level view of the task you need to do for the customer but don’t want to create a Ticket or use a 3rd party tool.  In this case, I’ve seen teams rename the conversation to whatever the task is and then essentially your conversation list becomes that task list you are looking for.  Instead of generic conversation titles that don’t help you understand what’s needed when you look at the list.   In the case where you are snoozing things you don’t need to handle right now, then when they pop back up you’ll see at a glance what the next step might be as well. 

If you are aiming to track tasks that aren’t related to a specific conversation or customer, just something in general for your operations and improvements to Intercom -- then congrats you are on a good path but you’ll probably need to track those changes in another tool because there’s not really a way to do that within Intercom. 


Feel free to share more so we can help further!

Hope this helps!