Workflow that begins with a ticket and ends with a chat message

Question

Hey everyone!I’ve been going around the workflow automation settings and so far no joy.I need to have a workflow that begins with an action on a backoffice ticket (such as, ticket closed with a specific status) and I would like this to trigger sending an automated message to the customer. It is entirely possible that the user was not and did not have an ongoing conversation with us, either by chat or by email, so this would need to be the same as creating a new ticket on our end.It seems like it’s not possible to just do this with existing automations, but do you know any valuable workarounds I could use in the meantime?Thank you in advance! ⭐️

mateusz.leszkiewicz · Accepted Answer

Hi Pedro,From what I understand, you are seeking a solution like the one below:Teammate is changing the status of the ticket, and then if the state of the ticket is submitted, send a message.I hope that answer will be helpful to you.Cheers,Mat from the Support Engineering Team 😀

Pedro Nery · Answer

Hi Mat,That’s exactly what I’m looking for, yes, but for backoffice tickets.We use backoffice tickets for internal purposes and we don’t always need or want the customer to be aware that this work is being done. Once this work is finished, sometimes we need to send a message to the user, and right now, we don’t have this option other than manually.Alternatively, do you know if it’s possible to have customer tickets without giving visibility to the customer that the ticket exists until we want to?So imagine:There’s a trigger event that generates the customer ticketCustomer ticket remains hidden from the user, only we can see itWork is being done on the ticket, and the user still cannot see the ticketOnce the work is done, we change the ticket to “visible to the user” and send a message to the userIs this possible instead?If it is, we can use customer tickets instead, but I think that the user knows as soon as the ticket is created, right?Let’s see what you say. In the meantime, the first option (using backoffice tickets with an option to message the user at the end) would be the best, OR, then, hide customer tickets until we choose to.

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded