New at Intercom
Feature update

Tracker tickets in Workflows and other ticket workflow improvements 💪

Sze avatar
Shared by Sze • January 26, 2024

Automating ticket actions in Workflows helps your team save time and streamlines your ticket processes.

Here are some improvements we’ve made to ticket actions in Workflows:

  1. Tracker tickets can now be used in Workflows, expanding their application beyond Back-office tickets and Customer tickets only.
  2. More intuitive ticket workflow set up. You now have the ability to directly target Customer tickets, Back-office tickets, or Tracker tickets when configuring a trigger. This is easier than the previous method where conditions needed to be added to target a ticket category correctly.

Read more about Tickets and how to use them in Workflows here.