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Status Changes


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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.

 

Best answer by mateusz.leszkiewicz

I see, in that case I will record it as a Feature Request for our Engineers to look into.

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5 replies

mateusz.leszkiewicz
Intercom Team
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Hi david meakinz It’s Mat from the Support Engineering Team 😀

We have Wait block in coule places in Intercom. can you elaborate on that feature so we can have a better understanding of your use case?


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  • Author
  • Active User
  • 21 replies
  • August 27, 2024

Hi Mat

Thanks for your response, the current status waiting on customer is very confusing, we use this status when we need to put the sla on a ticket on hold and this can happen due to a variety of reasons, such as waiting on supplier. While the sub status’ can be changed to whatever we like and we can make the customer see something differently entirely, it still confuses agents.

So can you make this say On Hold instead of waiting on customer?
 

 


mateusz.leszkiewicz
Intercom Team
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Hi david meakin, It’s Mat from the Support Engineering Team 😀

Hmm Now I understand you are talking about Ticket statuses. Fortunately you can customise them. Please refer to this article to learn how to do that.

 


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  • Author
  • Active User
  • 21 replies
  • August 27, 2024

Hi 

While the customisation for the sub headings is handy that doesn’t allow you to change the main title of waiting on customer.


mateusz.leszkiewicz
Intercom Team
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I see, in that case I will record it as a Feature Request for our Engineers to look into.


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