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

  • 58 Topics
  • 117 Replies
58 Topics
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?

1021
aykut.aydin
Employee
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”.  

432
Larissa Alberti
Intercom Team
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

2941
Jacob Cox
Intercom Team
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

511
mateusz.leszkiewicz
Intercom Team
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? 

591
C
Employee
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. 

721
aykut.aydin
Employee
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. 

4241
Jacob Cox
Intercom Team
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.

3411
mateusz.leszkiewicz
Intercom Team
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