Intercom tickets were created to provide your team with the most flexibility to resolve any type of complex customer issue. That’s why we created easy to understand and control ticket categories.

To get started with tickets, you’ll need to set up different ticket types for each ticket category based on your top use cases. In this article, we’ll walk through a range of completed ticket types for various use cases. Use these as a jumping-off point to create your own.

If you’re not already familiar with ticket categories, we recommend reading about Customer tickets, Back-office tickets, and Tracker tickets before diving in!

As a reminder, Customer tickets are great to handle long running queries from a conversation. We make this easy with:

Let’s say your customer reaches out about an insurance claim, and you need a little more time to look into the issue. You can:

You can request the information you need from the conversation - for example the customer’s proof of payment.

Then you can create a ticket from the conversation with just one click so you can keep working without losing context.

Select from your list of saved ticket types, or create a new one, and all the information you need from the conversation will populate in the ticket.

Customers will automatically receive status updates via email, as well as in a dedicated tickets space in the Messenger. So it’s super easy to keep the conversation going when needed, and the customer always stays up to date.

Maybe queries about insurance claims are a common issue that you know will always take your team a little more time… We make it easy for your customers to save time and submit tickets on their own without starting a conversation.

You can use Workflows, our no-code visual automation builder, to set up a bot for common issues, like “insurance claim.”

Set up the bot to automatically send a form to collect the necessary information you need from the customer.

And the customer will automatically receive customer updates in live chat and email so they never miss an update.

Back-office tickets ensure everyone has the context they need to collaborate more efficiently. We make this easy with:

Let’s say your customer reaches out about a refund request. Easily link a Back-office ticket from the right hand side bar of your conversation, and assign it to your finance team.

Fill in all of the necessary details, and choose which team to assign the ticket to. This will create a separate ticket that will populate with all of the necessary details, so the finance team can jump in immediately.

Back-office tickets only allow for internal notes to ensure teams can collaborate privately. In this case, Maria from the back-office team handles the newly created Back-office ticket, and will own processing the refund.

More importantly, Pedro from the front-line team will always own replying to the conversation.

Once approved, Maria will share an internal note and update the ticket state on the Back-office tickets. All notes and state changes are always cross-posted to the original conversation so Pedro is never out of the loop.

As a reminder, Tracker tickets help you streamline issues impacting many customers. We make this easy with:

Let’s say there’s a bug, and multiple customers are reaching out about not being able to export their claims in the product. Teammates can link a Tracker ticket from your conversation.

They can search to see if a Tracker ticket already exists or create a new one for your whole team to access. In this case, it looks like another teammate has already created a Tracker ticket, so this teammate can easily add this conversation to the same ticket so there’s a single source of truth.

Teammates can easily collaborate on the ticket by sharing internal notes.

When posting an internal note in the Tracker ticket, you can also choose to cross-post the update to the linked Customer tickets and conversations, so no one misses an update or loses context.

And when you need to send customer updates? Save time by sending updates to all customers at once.