New at Intercom

Handle complex conversations more efficiently with new ticketing workflows

Mary avatar
Shared by Mary • August 12, 2020

By integrating powerful new conversation data across Intercom, you can create an end-to-end ticketing workflow to manage complex conversations more efficiently.

  • Use bots to automatically collect upfront info from customers like topic and urgency — or whatever else your team needs to prioritize an issue — and route conversations to the right team based on that data.
  • Surface conversation data in the inbox so that your team has the context they need to provide personalized responses quickly, without asking customers for more details.
  • Edit data, add titles, and see unique IDs for conversations to make it easier to reference later on or share context when collaborating with others.
  • Leverage conversation data in views and rules to create powerful workflows that automatically identify, categorize, and triage issues that can’t be answered immediately.
  • Drill down into your reports by conversation data to see how different types of issues impact your team and support operations.

Ready to get started? Check out our guide on advanced workflows. For details on availability for your plan, please chat with us via the Messenger.

Wanna see what else we’ve launched? Check out the roundup here.