1. Get to know Intercom tickets
Understand ticket categories
When it comes to customer questions, some are straightforward to answer and best resolved over chat. But others can be more complex, requiring more time to resolve, or input from other teams. That’s where tickets comes in.
However, complex queries are not all the same. They can come in different shapes and sizes, and require a different process and toolkit. That’s why at Intercom we offer three distinct ticket categories, each uniquely optimized for the top use cases for complex queries.
Dive into all the channels where you can create tickets
We recommend starting by understanding all the ways you can create tickets by ticket category:
There are many ways to create tickets depending on the channel and who’s creating the ticket. We make it super easy for teammates and customers to create tickets depending on the use case:
Teammate creates the ticket
Teammates can forward their email to their team inbox and then convert to a Customer ticket or link a Back-office ticket
Teammates can also create tickets on their customer's behalf. They can convert the conversations to Customer tickets or create Back-office tickets
Customer creates the ticket - we also make it easy for customers to submit tickets on their own
Understand how customers get notified about tickets
Intercom tickets are optimized for real-time updates to ensure your customers always stay in the loop and can easily track the progress of their tickets. Every time a ticket status changes, customers will get notified in the messenger, and over email. They can also access all of their tickets from a dedicated space in the messenger.
2. Set up your tickets
Now that you’re up to speed on all things Intercom tickets, you’re ready to start setting up your tickets! Click on the links for each of the steps below to get started:
Set up ticket types - You’ll want to create a ticket type for each of your business’ use cases and assign the correct ticket category to drive the right team processes.
Create custom ticket states
optional- Ticket states help to set clear expectations, ensuring both your customers and teammates are aware of a ticket's progress. You can use the default ticket states, or:Assign tickets types to the right teams - Use our visual automation builder to automatically assign tickets to the most relevant team.
Set up integrations with third party platforms
optional- Integrations help streamline team collaboration and minimize tool switching.Set up your inbox to easily find and view tickets - We make it easy to filter and find tickets in the inbox.
3. Report on tickets
Now that you’re set up with tickets, let’s make sure you’re optimizing performance!
Tickets report dashboard - Use the dedicated tickets report to visualize and explore your team’s ticket handling. This is great for viewing ticket volume and predicting coverage needed for each ticket type you’ve created.
Export tickets data - Easily export your ticket data from your Inbox reports to further analyze your team's ticket support.
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