New at Intercom

The details teammates need to resolve a ticket are now front and centre!

Nadine avatar
Shared by Nadine • February 23, 2023

All tickets now have title and description fields that are clearly surfaced while viewing a ticket in the inbox.

  • Teammates will be prompted to add an optional title and description when creating a ticket.
  • You can search by title and description in the inbox.
  • By default the title and description of your tickets are not visible to your customers.
  • But if you have the “Manage workspace data" permission you can visit
    Settings > Company data > Ticket types and change this setting.