Growth 5 min read
What is a support ticket?
A support ticket is a mechanism for customers to make a request to a business, which the business can then use to reference the customer’s query.
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Product & Design 15 min listen
Engineering principles: Shaping the solution and building in small steps
With every product we build, we’re always aiming to deliver the most value to our customers as quickly as possible. Our engineering principles help us do just that.
Engineering 6 min read
You’re not starting from scratch: How your transferable skills can help you get ahead in a new career
A lot of skills are perfectly transferable between careers, and can actually bring valuable perspectives and approaches to a new field. Here are some top tips for successfully switching careers and starting on the right foot in a new role.
Customer Engagement 2 min read
Announcing our new guide ‘Unlocking Customer Engagement: Drive Action With In-Product Messaging’
In-product messaging drives 3-4x higher customer engagement. Find out how to drive key actions and long-term loyalty in our new guide.
News & Updates 2 min read
Intercom named a Strong Performer in Forrester’s 2022 Conversation Automation Solutions New Wave™
Intercom is proud to announce we have been named a “Strong Performer” in The Forrester New Wave™: Conversation Automation Solutions Q3 2022.
Customer Engagement 26 min listen
How to deploy empathy to get the most out of customer interviews, according to Geocodio’s Michele Hansen
Why do people cancel? What feature should you build next? Which potential customers are the best fit for your business? The answer to all of these questions don’t lie in spreadsheets or charts, but in customer interviews.
Customer Engagement 1 min read
Announcing our refreshed guide ‘The Onboarding Starter Kit’
Transforming new signups into super users hinges on great onboarding. Discover how to create a powerful onboarding messaging campaign in our refreshed guide.
Engineering 10 min read
Breaking down barriers to scale: How we’ve optimized Elasticsearch usage at Intercom
Elasticsearch is an indispensable part of Intercom. It underpins core Intercom features like Inbox, Inbox Views, API, Articles, the user…
Customer Service 10 min read
Four beliefs shaping our vision for customer support
Our vision for the future of customer support is shaped by four core beliefs, which lead to happier customers, reduced churn, and long-term loyalty.
