Ticketing, queues & SLA — found from sitemap — Intercom

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Facts read from this source

• Ticket categories Report an error

  “That’s why we offer three distinct ticket categories, each uniquely optimized for the top use cases for complex queries: Customer tickets Back-office tickets Tracker tickets”

• Customer tickets purpose Report an error

  “When your team needs more time to work on issues, use Customer tickets to capture, track and automatically share progress with the customer.”

• Conversation to ticket Report an error

  “Convert conversations to tickets - Convert a conversation to a ticket with just one click.”

• Ticket forms Report an error

  “Ticket forms - Collect comprehensive information upfront by automatically sending ticket forms to customers through a conversation, Workflow, or directly in your product.”

• Customer status updates Report an error

  “Customer status updates - Keep customers up to date with automated status updates through the Messenger and via email.”

• Backoffice tickets purpose Report an error

  “When a Support rep needs to work with back-office teams to resolve an issue, create a linked Back-office ticket from a conversation for seamless collaboration.”

• Backoffice notes crosspost Report an error

  “Internal notes and status changes in the Back-office ticket are cross-posted to the customer conversation.”

• Tracker tickets purpose Report an error

  “Streamline problems impacting many customers, such as bugs, service interruptions, and feature requests.”

• Tracker broadcast updates Report an error

  “Broadcast customer updates - Send mass updates to all impacted customers to save time and keep customers up to date in the Messenger and via email.”

• Ticket types setup Report an error

  “Before you can create tickets in the Inbox, you first need to create the ticket types you want to use. A ticket type defines the data fields to be captured in the ticket and its category. Ticket types can be set up from Settings > Inbox > Tickets.”

• Multibrand tickets Report an error

  “Tickets can be created with a brand and it's also possible to update the brand after the ticket creation. You can create all three types of tickets with a brand.”

• Multibrand permission requirement Report an error

  “Note: To access the brand selector when Multibrand is enabled, teammates must have the Can manage workspace data permission.”

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