Hey everyone,
We’re looking for insights on how to effectively use Intercom’s ticket tracker to manage feature requests and bug reports. Here’s our current setup, and we’d love to hear your thoughts, suggestions, or any case studies from the community!
Our Current Approach
We have a module in our app called "Customer Management," which frequently receives customer requests for enhancements and bug fixes. To streamline tracking, we created a tracker ticket type named "CRM Module Enhancement Requests."
Each request is logged as a separate ticket with a specific title, such as:
🔹 Customer’s Address adding feature
🔹 Customer’s purchase profile Feature
🔹 Customer’s Phone Number edit option
Our Goals
✅ Identify which modules receive the most customer requests (daily/weekly/monthly)
✅ Determine the most frequently requested features within each module
✅ Set up reports and charts categorizing requests by business type and feature title, using customer request count as the base
Looking for Suggestions & Best Practices
🔹 How do you effectively track feature requests & bug reports in Intercom?
🔹 Are there better ways to structure tracker tickets?
🔹 Any case studies or examples of how teams analyze and prioritize customer requests?
🔹 How do you leverage Intercom reports and dashboards for actionable insights?
Would love to hear from teams who have optimized their Intercom workflow for feature tracking and prioritization. Your insights would be super valuable! 🚀