Skip to main content
Answered

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 you

Kristine

Best answer by mateusz.leszkiewicz

Hi there, It’s Mat from the Support Engineering Team 😀

I think the best solution would be to leverage customer facing tickets in this case.

They are relatively new features.

Did you have a chance to look at our Ticket Portal feature?

Please let me know if that was the answer you were looking for 😎

View original
Did this topic help you find an answer to your question?

3 replies

mateusz.leszkiewicz
Intercom Team
Forum|alt.badge.img+5

Hi there, It’s Mat from the Support Engineering Team 😀

I think the best solution would be to leverage customer facing tickets in this case.

They are relatively new features.

Did you have a chance to look at our Ticket Portal feature?

Please let me know if that was the answer you were looking for 😎


  • Author
  • New Participant
  • 3 replies
  • February 26, 2024

Hello Mateusz!

Thank you for your response. Yes, we are familiar with the Ticket Portal, and would love to introduce it to our clients, as they have been asking for a good way to have an overview of all their support chats/tickets.

All setups we have explored, to our understanding, still involve manual conversion from a chat to a Ticket, which means more clicks and worl for the support agents. We would like to have an automated conversion wihtout losing any conversation/chat settings and functionality. 

Or is it possible to set up a workflow where in the messenger chat window the customer can choose only from Ticket types and has no option to start a chat without selecting a button?

 

Thank you,

Kristine


Jacob Cox
Intercom Team
Forum|alt.badge.img+5
  • Sr. Technical Support Engineer
  • 441 replies
  • April 13, 2024

Hi @Kristine M12 !

You are correct that the Ticket Portal only supports Tickets, not Conversations/Chats. Our REST API has an endpoint for converting your conversations to Tickets if that’s something that you’re interested in doing. If you want your customers to create Tickets with you directly from the Messenger, then you can add the Ticket Links app to your Messenger home page.

 


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings