Hi everyone! :)
I’m confident this suggestion will be relevant to any teams using Intercom’s multi-brand setup. Please let me know if a similar suggestion already exists and I’ve missed it! :)
The situation:
A back-office ticket was initially created for a customer’s issue, and afterward, I want to create a conversation linked to the back-office ticket using the email address. However, I don’t have the ability to change my outgoing email address, even though I have multiple email addresses associated with different brands.
Proposed solution:
Enable the option to select the sender's email address when creating a linked email from the right-hand menu of a back-office ticket. This functionality would be similar to creating a new email via the standard method (+Create new).
P.S. I’m attaching screenshots of what creating an email from a back-office ticket looks like and how creating an email as a new conversation in the system appears.
Thanks!
