Tickets

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

  • 20 Topics
  • 37 Replies

20 Topics

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:

1
bernice
25 days 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!​

1
aykut.aydin
1 month 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?  

2
S
1 month 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? 

1
C
2 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.

6
X
2 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 ?

2
E
2 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

0
J
2 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?

4
A
2 months ago
R
random_giraffeNew Participant
asked in Tickets

showTicket sometimes gets ticket by id instead of public_ticket_id?

Hello,I’ve been getting inconsistent behavior when using showTicket. It would sometimes open a ticket by it’s public id, and sometimes it would open a wrong ticket - by id instead. I am seeing this in my network requests:When I call showTicket(999), I see this requesthttps://api-iam.intercom.io/messenger/web/tickets/999Normally (and I believe this is the expected behavior) the response contains a ticket with public_ticket_id: 999, and this ticket is opened in the chat. However, sometimes I get a ticket with id: 999, and some older public_ticket_id. So while the newer ticket is created and can be seen there in the messenger home space and in tickets if I click back, another older ticket gets opened.

2
R
3 months ago
K
Kristine M12New Participant
asked in Tickets

Auto-convert conversations to tickets

Has anyone been able to create all chats to tickets automatically when they are submitted AND also transfer the required conversation fields and company specific data to the ticket this way? We would like to introduce the Customer Portal to our customers, and they would like to see all their interactions with us. Since the Customer portal ony supports Tickets, this means that we would like to automate the process of changing the chat into a ticket once they are submitted. Unfortunately, currently, when you automate this, the conversation data required fields are not taken into account and also company data in not synched over.Anyone has found a workaround or solution? Thank youKristine

3
Jacob Cox
3 months ago
F
feversocial teamNew Participant
asked in Tickets

How to handle the need for multilingual Ticket forms?

 I understand that ticket names don’t support multiple languages.Ticket type names and attributes don’t get translated / localized in the Messenger even if you support multiple languages. What’s your advise now?Should we create multiple ticket types just to handle the name display? But can we show different ticket types based on languages?

1
aykut.aydin
3 months ago
H
Hide KojimaNew Participant
asked in Tickets

Incorrect Japanese Translation for "It will be back online in two hours."

Japanese translation is incorrect for the below red rectangle area. It goes “２時間にオンラインに戻ります” but it should be “２時間後にオンラインに戻ります”.  

2
Larissa Alberti
3 months 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" } ]} 

5
Jacob Cox
4 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

1
Jacob Cox
4 months ago
E
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! 

1
mateusz.leszkiewicz
4 months ago
P
Pedro NeryNew Participant
asked in Tickets

Ticket field auto-populated with UUID

Hey everyone, In order to make intercom customer tickets interact with one of our workflows we need to have each ticket with a UUID - I don’t mean the ticket ID that we can check in the URL, I need exactly a 36-digit UUID for this to work. I have created the ticket_id field in every ticket, but now I can’t find a way to populate it automatically when a UUID once the ticket is created. Any idea how to do this?Thanks in advance!PN

1
mateusz.leszkiewicz
4 months ago
C
Connor RobertsNew Participant
asked in Tickets

Can you edit back end ticket notes?

Once you’ve posted a note on a back end ticket - is it possible to edit it? Can’t see an option to do so in the 3dot options menu associated with each note. If not possible - is this something that intercom has an intention to introduce? 

1
C
5 months ago
Gerardo Rodriguez
Gerardo RodriguezNew Participant
asked in Tickets

Has anyone been able to find a workaround for conversation data hierarchy?

I’m surprised this hasn’t come up more often when browsing the community-  This was asked over on:  How are Support Leaders exporting or extrapolating important customer data points in order to provide better insight to the rest of the organization about what Support Teams are talking with users about?  For example:If I have a conversation data point called Category with a list of relevant things about our product, I would like to create a Sub-Category conversation data point that allows me to break this done.  This feature has existed for almost a decade in Salesforce. 

1
aykut.aydin
5 months ago
S
Steve SenezNew Participant
asked in Tickets

How do you find the ticket type ID?

Hi, Is there a way to find the ticket type ID from the Intercom platform? I.e. not needing to use the API? I need this ticket type ID to trigger the showTicket method. I’m still quite new to the platform so apologies if I have my terminology incorrect. 

1
Jacob Cox
6 months ago
E
EmmaNew Participant
asked in Tickets

How do I disable read receipts in the Messenger?

Upon reviewing all customer tickets, I noticed that customers can detect when we've seen or read their messages. Is there a way to disable this notification?Thank you for any help you can provide.

1
mateusz.leszkiewicz
6 months ago
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