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Why Speed Alone Isn’t Enough?

17 days ago

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

43 Topics
85 Replies

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43 Topics

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Newest first

Julia KnaufNew Participant

asked in Tickets

Watchlist for tickets

Hello, I would like to be able to easily add tickets to a ‘watchlist’ so that I can follow up on the status easily. I know you can tag yourself but this is not sufficient as the tag woud stay there forever and I might drop out of following that ticket at some point. Does this kind of feature exist or is there any other solution ?I would be very handy for new team members , also for team leads to follow along some cases etc. Thanks,Julia

191

5 days ago

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.

162

9 days ago

Alan IbarraNew Participant

asked in Tickets

Tickets & Push notifications

I have a few questions regarding push notifications and ticketing: Does Intercom send push notifications for the following events: Ticket creation? Ticket response? Ticket status updates? Is it possible to send a push notification when a ticket has been processed? If so, what is the recommended approach to implement this?

242

20 days ago

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.

353

25 days ago

Paulo ViniciusNew Participant

asked in Tickets

New format (check box list ) to attribute

It could include a check box list format in the attribute options, so that it is possible to select several options.

101

26 days ago

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?

1054

1 month ago

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’.

192

1 month ago

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!

1782

1 month ago

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?

251

1 month ago

Blue FlagNew Participant

asked in Tickets

What is the Root cause column?

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

132

1 month ago

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

1 month ago

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?

243

1 month ago

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

382

1 month ago

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

2 months ago

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!

271

2 months ago

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 ?

544

3 months ago

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?

131

3 months ago

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

382

3 months ago

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.

402

3 months ago

david meakinActive User

asked in Tickets

Hotkeys

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

252

3 months ago

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

221

4 months ago

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

861

4 months ago

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.

291

4 months ago

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

4 months ago

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

331

5 months ago

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