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Intercom’s tickets are optimized for team collaboration and real-time customer updates

  • 40 Topics
  • 79 Replies
40 Topics
G
Gaby CabreraNew Participant
asked in Tickets
SLA targets are not properly displaying in views and ticket details

SLA targets are being properly applied to our tickets, but when looking at the SLA timer in the view sorting, and when entering the ticket itself, some tickets are showing the wrong SLA timer.SLA is not showing properly in tickets unless you hover on the SLA metrics in the ticket details.  Right now we’re unable to rely on our SLA targets. This is crucial for our support team to correctly prioritize the work. 

41
E
Intercom Team
2 days ago
H
HollyW00dNew Participant
posted in Tickets
Ticket Status Doesn't Change when Customer Replies

Hello! I’ve noticed that when a customer replies to a ticket, that the status will remain Resolved for instance. Shouldn’t the status change back to In progress perhaps? 

924
H
17 days ago
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Alex ZilbermanNew Participant
asked in Tickets
How to change the design of the automated ticket progress email

Is this possible to change the text / design used in the outgoing email to customers when they open a ticket via email?I especially don’t like the wording used by the default system.

292
V
18 days ago
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vikas.venkatachalamNew Participant
asked in Tickets
How to edit subject for a ticket notification?

Currently the subject for the ticket notification is seen  as the first message in the coversation on the ticket which is ‘Create a ticket’.

122
V
18 days ago
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Erin JNew Participant
asked in Tickets
Managing Tickets

Hi Everyone,  My team and I are having a hard time adapting to Tickets but we want it to work as tracking our conversations that require engineering/technical assistance is quite difficult! Does anyone have any best practices or tips on how they are currently managing back office tickets when working with other teams?  Here’s an example: Our support team may get an issue that requires us to get assistance from our engineering team. Currently we create a back office ticket, fill out all the necessary fields that our engineering team needs and assigns the ticket to the engineering queue.  When the engineering team needs more information, they’d prefer not to keep the ticket in their queue so they send it back to support, essentially leaving us with double the amount of tickets till we get the information from our clients to send it back to the engineering queue.  Appreciate any insight! 

1592
V
18 days ago
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Blue FlagNew Participant
asked in Tickets
Sharing helpdesk tickets with other end users

We are using helpdesk a little differently.Example: Team leader A has 4 team members - B, C, D, E.B raises a ticket for the whole team but then leaves before it is resolved, we would like to assign this ticket to another member, A. Is this possible?

201
Shaq Payne
Intercom Team
19 days ago
B
Blue FlagNew Participant
asked in Tickets
What is the Root cause column?

Hi there! Would anyone happen to know what this refers to? 

122
Nur Nahid
Super User ✨
23 days ago
Z
Zoom SureshNew Participant
asked in Tickets
Unable to tag a ticket using AttachTagToTicket API

Hey Team,Thanks in advance, I'm attempting to link a tag to the ticket generated through the create ticket API, utilizing the Attach Tag to Ticket API. However, whenever I make an attempt to attach the tag, I receive an error indicating that the tag isn't supported for this ticket type. I've tried attaching the tag across all three categories (Ticket Types: "Customer," "Back-office," "Tracker").Is there something I'm overlooking in my approach, or could there possibly be an issue with the Tag API itself? { "type": "error.list", "request_id": xxxxxxxxxxxxx, "errors": [ { "code": "unsupported", "message": "Tag not supported for this ticket type" } ]} 

1137
S
23 days ago
I
Ian WindNew Participant
posted in Tickets
Customer Tickets - Minor UI Improvements

Hi all, when in light mode with the new Intercom UI, there doesn’t seem to be a clear differentiation for the description section of Customer Tickets  -- is there any way this could be a bit more distinct?

233
bernice
Intercom Team
24 days ago
M
Mireille GehaNew Participant
asked in Tickets
Inconsistent notifications

I’m finding that the inconsistency in the notifications is making them unreliable. Apparently, even when the notifications setting is on, we receive notifications only when we’re not “active”. Since I have the Intercom tab open all day, I go in and check the income messages a few times a day but I would still like to receive a notification whenever a ticket has been assigned to me or whenever I am mentioned (hence my notifications setting) so that I don’t make “our customer” wait a while to be answered. Is there anyway I could receive notifications for all my mentions and assigned tickets regardless of my status (active or not)? Thank you

252
M
25 days ago
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John Raynold BalacanaoNew Participant
asked in Tickets
Ticket Extraction Issue

I’m trying to extract ticket reports in Reports tab but after extraction the data shows only 1 row data.

261
Jacques Reynolds
Intercom Team
1 month ago
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Laura LinckeNew Participant
asked in Tickets
Workflow on tickets issue

Hey, are we facing instabilities?  I raised on chat but no replies on this We send the tickets on intercom and they notify on slack, which was fine, but now the notification is taking 2 hours to go. Can someone please help? Thanks! 

261
Andrew R12
Employee
1 month ago
D
Darjus SaksonConnector
asked in Tickets
reduce notification mumber for customers

Now with default settings intercom send notification about each action status change in the system.Any way to reduce the number? send notifications only on some statuses changes?or maybe there is option to disable notifications but somhow share with customer ticket number ?

444
D
2 months ago
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Megan WeldNew Participant
asked in Tickets
Slack tags will only populate once in a while

Hello!We @ the team members who need to be notified when we create a ticket by using their Slack handle, and the ticket then populates in Slack. I’ve noticed, however, that the slack handle doesn’t populate most of the time, and there seems to be little rhyme or reason as to why. First I thought it was preferring single usernames, like @megan, because I was seeing those go through, but then when I tagged an on-call person recently, @eng-on-call, it populated as well without issue.Does anyone know how to fix this so it appropriately notifies the person?

111
Jacques Reynolds
Intercom Team
2 months ago
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NavikingNew Participant
asked in Tickets
Tickets get assigned to teams but not team members

I’m having a problem where intercom will automatically assign tickets to a team but not assign them to anyone within the team. This results in the team missing tickets because they aren’t assigned to anyone. I’m wondering if anyone else has encountered a problem like this and if so, how they fixed it. Right now I’m trying to solve this issue by setting an arbitrarily high workspace ticket limit, setting the team ticket type to balanced, and then setting to 0 the ticket limit for team members that should only receive ticket assignments manually. If anyone has any ideas for what to do here, I’d appreciate the help

252
N
2 months ago
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david meakinActive User
asked in Tickets
Create macro to resolve

Hi is it possible to create a macro to resolve a ticket and leave a message. I can do the leave a message part but i cant seem to find an option to set a ticket to resolved.I have an automation that closes a ticket when it has been resolved so the close option is no good. It has to be resolved as this ends the sla too.

342
D
2 months ago
D
david meakinActive User
asked in Tickets
Hotkeys

Is it possible to set hotkeys for the likes of resolving or closing a ticket?

212
D
2 months ago
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PaolaNew Participant
posted in Tickets
Erro 401 Unauthorized

Cuando intento crear tickets de Intercom a Jira me esta arrojando el error:{  "code": 401,  "message": "Unauthorized"}Esto nunca me habia sucedido y de hecho media hora antes habia creado un ticket sin novedad, me podrian ayudar para verificar que puede ser por favor 

201
Jacques Reynolds
Intercom Team
3 months ago
J
James EvansNew Participant
asked in Tickets
Ticket/Conversation URL to Jira

I’ve been struggling to get Tickets setup in a way that works for usOur engineers use Jira for all bugs, issues etcWe previously used Conversations for all issues and a ‘Tier 2’ inbox, have been trialling using Tickets however coming up with a few roadblocksWhen converting to Customer Ticket for a bug, then discovering that a different user has the same issue we quickly double up on work as the ticket needs to be created again as a Tracker Ticket, this then creates a new Jira issueWould creating all tickets as Tracker Tickets be better here? Also, we’re struggling to post the IntercomURL to the Jira Issue, so Engineers can refer back to the conversations when working on the issue as ID or URL isn’t exposed in Automations, is there a workaround for this?We’re having to paste the URL into a text field when we create the ticketThe basic Jira for Tickets has this however when you want to use custom flows it’s not possible it looks like

671
J
3 months ago
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speltlore0lNew Participant
asked in Tickets
setting up tickets

We are trying to configure the ticketing system so that it can always remain accessible in a tab, allowing users to only submit tickets while simultaneously having access to chat. Could you please advise us on how we should set it up to achieve this functionality?Additionally, we would like to know what should be configured for times when the support team is unavailable, or when the queue is too busy.We’ve already set up the working hours, but it hasn’t made a difference.Thank you for your help.

241
Nathan Sudds
Expert User ✨
3 months ago
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david meakinActive User
asked in Tickets
Status Changes

Would it be possible to change the waiting on customer status to on hold, and then you have the option of putting waiting on customer as a sub status? instead of having waiting on customer for all the on hold selections. 

385
mateusz.leszkiewicz
Intercom Team
3 months ago
A
Amy FawcettNew Participant
asked in Tickets
How to make sure notifications work after a ticket is closed and unassigned.

We have recently started using tickets and the reporting doesn’t seem to make sense. When conversation is started, everyone on the team will get a notification. Once someone on the team responds to the conversation, it is automatically assigned to that person. In the past, we would unassign a conversation before closing to make sure everyone would get an audible ding if the person replied to the conversation. If the conversation was still assigned to the teammate who originally spoke with the customer, only that person would get a notification. We have been doing the same thing with tickets and unassigning it once the conversation is closed. The issue now is that the tickets are showing up as unassigned in the reporting so we don’t know who took care of the issue unless we go into each ticket. Why is “unassigned” showing up as the teammate who took care of the ticket? How do we make sure everyone gets a notification when a new conversation or email comes in? How do we make sure the tea

271
mateusz.leszkiewicz
Intercom Team
4 months ago
C
Chad SullivanNew Participant
asked in Tickets
Back-office Ticket Template

Can I create a back-office ticket that has a template for required information?Name:Phone number:Email:

531
bernice
Intercom Team
5 months ago
D
DusanNew Participant
asked in Tickets
Assigement of closed tickets

HiI was wondering if anyone has stumbled upon the issue with tickets having a requirement for input, like thisbut when they are not filled in, the conversation still gets closed because we use “disable customer reply” and turned off duplicate conversations. Is there any way to define the state of a ticket so you can design a workflow to send a message to the customer: “Hey, you don’t seem to have filled in your details, do you need help with anything? when they input is required but they have not typed in anything?I know the function “collect customer” reply in the workflow can be used for replies, but not for tickets that are not filled in by the customer. Is there any way to track this and nudge the customer based on it?I am grateful for any tips or help!​

581
aykut.aydin
Employee
5 months ago
S
Steve SenezNew Participant
asked in Tickets
What does 'leave ticket in' mean?

When closing a ticket, there is a new box that says ‘leave ticket in’. What does this mean?  

352
S
6 months ago
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