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

  • 35 Topics
  • 64 Replies
35 Topics
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? 

693
Y
1 day 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?

70
I
1 day ago
J
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.

211
Jacques Reynolds
Intercom Team
20 days ago
L
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! 

241
Andrew R12
Employee
28 days ago
A
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.

141
mateusz.leszkiewicz
Intercom Team
1 month ago
D
Darjus SaksonNew Participant
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 ?

354
D
1 month ago
M
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?

101
Jacques Reynolds
Intercom Team
1 month ago
N
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

202
N
1 month ago
D
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.

272
D
1 month ago
D
david meakinActive User
asked in Tickets
Hotkeys

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

102
D
1 month 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" } ]} 

1066
L
2 months ago
P
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 

181
Jacques Reynolds
Intercom Team
2 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

521
J
2 months ago
S
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.

221
Nathan Sudds
Expert User ✨
2 months ago
R
Robert ThorneNew Participant
asked in Tickets
Generating User Forms which can be submitted from Help Centre

Hi there,  We are interested in defining a customer complaint form which users can search for in the help centre. Does anyone know if we can do this using OOTB functionality?Thanks, Rob

1971
Z
2 months ago
D
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. 

355
mateusz.leszkiewicz
Intercom Team
2 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

221
mateusz.leszkiewicz
Intercom Team
3 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:

501
bernice
Intercom Team
4 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!​

481
aykut.aydin
Employee
4 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?  

332
S
5 months ago
G
Gil LevyNew Participant
asked in Tickets
How can I fix Jira's fixVersion field to an Intercom ticket?

Using the existing Intercom integration with Jira, I find it to be lacking in functionality.For example, a support agent reports on an issue and the agent raises a customer ticket or a tracker ticket. This action triggers an automation process that creates a bug in Jira.The important link between any support platform and Jira, is the AffectsVersion and fixVersion.I need the support agent to report in Intercom on the Affected Version, which should map to the Affects Version field in Jira.In return, once the development team assigns a fix version to the bug, I require the fixVersion field in Jira to map to a Fix Version field in the Customer or Tracker ticket.Such field doesn’t exist, so I have to create it… but I see no way to map the fixVersion Jira field to any field in Intercom tickets.Appreciate any insights on this matter - or how any of you communicate the Affects Version and Fix Version between your development work to support tickets? 

891
C
Intercom Team
5 months ago
X
xavier.ollandNew Participant
asked in Tickets
When posting a ticket to Slack, get the link to Slack back

We’re implementing tickets, and we’re pushing them to the relevant slack channels based on our products & teams involved.There’s an action in Automation to easily post to Slack, and it works like a charm but… there’s no link within Intercom to find that conversation. So if my support team wants to see if they got an answer they need to manually find the conversation or manually copy paste the Slack link.Intercom’s API don’t let us update a field in the ticket...Custom actions don’t let us map anything to the ticket…I honestly don’t understand why we don’t have a proper API support so people can connect their environment and update tickets based on activities happening in 3rd party software.

1166
X
6 months ago
E
Emmanuel MarinNew Participant
asked in Tickets
Tag not working in search

Hello,I’ve created a tag that I can put in Lead tags for a conversation, but it will find nothing in the search. I looked for answers and the only one I could find is that it would take up to 36 hours to proceed. However, after a few days it still won’t work. What am I doing wrong ?Ie : I have this ticket which is tagged “Reunion” and which has the keyword “Cannes” in the conversation. If I search for “Cannes”, it will appearbut it if search for Tag Reunion, it won’t. Nothing will actually, tags are useless for me in the search.  I can give specific URL to the support if needed, but does anyone else has any idea what I’m doing wrong ? Is there a workaround ?

572
E
6 months ago
J
jahanzaibNew Participant
posted in Tickets
The requested resource does not exist; check your path and try again

Intercom::ResourceNotFound • Events::UpdateIntercomLeadWorker@defaultThe requested resource does not exist; check your path and try againI am going to save the contacts like this in rails:@intercom.contacts.save(lead)i got he above error  def find_lead(lead_id)begin@intercom.contacts.find(id: lead_id)rescue Intercom::ResourceNotFoundreturn nilendend

590
J
6 months ago
A
Alexey ZimarevNew Participant
asked in Tickets
Ticket portal layout issues

We observe severe layout issues of the Ticket Portal, and I am unable to figure out if this is a bug, or something we are going wrong. If it’s a bug, I am quote surprised to see no questions about it. Those issues make the ticket portal look inconsistent and unprofessional to the point we can hardly allow customers to use it.Asan example, the Help centre home page looks totally fine: Then, after I click on Ticket portal, it changes: Here, the nav bar is broken, the width has changed, and it starts to look awkward.When I open a ticket, the layout changes again:The width is returned to what it was in Help centre, but the nav bar is still wrong.Is there a way to make the layout not to change across those pages?

954
A
6 months ago
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