Skip to main content
Tickets FAQs
Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over 2 months ago

General

Can I update the ticket type category after it is created?

Yes - you can modify the category of any of your existing ticket types. Please note that this won't affect customers who have already received the ticket type, they will not see retroactive changes but any new customers receiving tickets will see the change.

Go to Settings > Help Desk > Tickets . Then click on the edit icon next to the ticket type name.

To modify the ticket type category, icon, name, description, or customer sharing settings, click on the edit icon in the top right corner.

Can I create a ticket type across multiple workspaces?

No, you need to manually create the same ticket type in each of your workspaces.

Can I start a conversation with an external partner from a ticket?

Yes, when customer issues require the participation of a partner outside of Intercom, you can use side conversations to email external partners from within a ticket or conversation.

Can I hide or delete the default Title or Description?

No it's not possible to hide or delete these attributes as they are fundamental for searching for Tickets from the Help Desk.

They are especially important for linking to Tracker Tickets to make it clear you are linking to the correct one.

Can I see a list of all Tracker tickets and the number of linked conversations or Customer tickets?

Yes - You can create an Help Desk view that lists all your Tracker tickets. Then switch to table layout and add the Customer reports columns.

Does CSAT work with Tickets?

Yes - CSAT works with Customer tickets. You can set up an automation Workflow as displayed below. This Workflow will trigger for both Customer tickets and conversations.

  • Trigger - Teammate changes the conversation state to closed

  • Wait - X minutes

  • Action - Ask for conversation rating

Note: A conversation rating will be sent for Tickets if a teammate doesn't reply but they change the state of the Ticket. Changing the Ticket state is considered as teammate interaction and therefore it meets the CSAT sending criteria.

A new ticket trigger will be added to Workflows soon to be able to set this up without using the conversation trigger.

Do SLAs work with Tickets?

Yes - SLAs work with Customer tickets.

Can I provide an external view of tickets for my companies and their users?

Yes, you can set up the tickets portal if you need to share an external view of all relevant tickets to each of your customer organizations.

Can I remove the “LINKS” section in the conversation's right sidebar?

Not at the moment. However, you can collapse this section by clicking on the collapse arrow. Once you do, it will remain collapsed as you navigate to other conversations via the Help Desk.

Can I change the ticket type after the ticket has been created?

It is not possible to change the ticket type of an existing ticket once it has been created and worked on. If you have an open ticket with an incorrect ticket type, you will need to resolve that ticket and create a new one with the correct ticket type for the customer. You can upvote, comment and subscribe to this feature request in our Product Wishlist.


Creating tickets

How can I enforce a mandatory attribute when creating tickets?

To make the attribute mandatory for teammates, you will need to enable it when creating/editing the ticket attribute by clicking on "Make attribute required when teammates are creating ticket".


Integrations

Can I integrate Tickets with Jira?

Yes, Intercom's Jira for Tickets app allows you to automatically create Jira issues from specified Intercom ticket types, so you can easily track and manage them. You can also sync notes and comments between Jira and Intercom without needing to copy & paste manually as well as mirror Jira issue statuses to Intercom tickets.

Can I integrate Tickets with Salesforce or Hubspot?

Our native integrations with Salesforce and Hubspot do not support Tickets right now.

An alternative solution is to build your own integration using a combination of the Tickets webhooks and the Tickets API. With this it should be possible to listen for updates from the Intercom side and read/write to tickets using the API.


💡Tip

Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts


Did this answer your question?