SLAs now work for both conversations and customer tickets!

We've also made a bunch of SLA improvements that will help you and your team hit response and resolution time targets:

• New resolution metrics: You can now track ‘time to resolve’ SLA metrics for tickets and ‘time to close’ SLA metrics for conversations and tickets.

• Pausing SLAs: SLAs can now be paused on two states, ‘snoozed’ and ‘waiting on customer’, for more accurate timers and reporting.

• Overriding SLAs: You can now override an existing SLA and replace it with a new one using workflows.

We've also improved the visibility of all these new metrics in the Inbox and SLAs reporting, including custom reports!
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Say goodbye to laboriously typing out your ticket title and description and let Fin AI autofill do it for you. When creating a new ticket, Fin will use the context of the conversation to populate the ticket information.

Get started by enabling this feature from Settings > Fin AI copilot. Want to learn more about Fin AI Copilot?

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Personalising your replies just got a lot easier with our shiny new Fin AI Compose updates:

• Adjust replies to your own tone of voice
• Translate replies into other languages
• Fix grammar & spelling mistakes

Ready to speed up your response times? Enable Fin AI compose from Settings > Fin AI copilot. Want to learn more about Fin AI Copilot?

We've supercharged our Jira for Tickets App with the power of Workflows and Actions.

• Automation made easy: Convert new Intercom Tickets or Conversations into Jira Issues seamlessly.
• Ready-to-use templates: Utilise the pre-installed Workflow Templates for issue creation and updates in Jira.
• Highly customisable: Tailor your Workflows and effortlessly pass Intercom Contact, Conversation, and Ticket Attributes over to Jira.

Start a conversation with external partners from within the context of a conversation or ticket.

When customer issues can't be resolved immediately and require the participation of a partner outside of Intercom, you can now use side conversations to email external partners from within a ticket or conversation.

• Eliminate tool switching - Teammates handling complex queries can seamlessly communicate with external partners and their customers from the same place.
• Communicate with multiple partners - Teammates can initiate multiple side conversations with various partners from within one ticket or conversation.
• Never miss an update - Teammates receive updates from side conversations directly in the customer conversation, ensuring they never miss any updates from external partners.

Read more about how it works in our help article.

When using Intercom tickets in a b2b support use case, the tickets portal enables an external view of all tickets grouped by company.

This helps your business customers to:

1. See a real-time view of all tickets in one place
2. Reduce duplicate ticket submissions
3. Take an action on a ticket to move it forward

Read more about how it works in our help article.

Effortlessly manage your help center with our new streamlined navigation.

• Styling: We've moved settings related to the layout, content and the style into the styling tab. Making it easier for you to quickly customise the design of your help center.
• General: You can continue to manage settings for your domain, integrations, analytics and much more under the general tab.

👉 Find out more about what we shipped here.

The Manage Redirects feature in the help center has been improved to give you full control over your redirects, ensuring your content retains full SEO ranking and relevance.

You'll be able to:

• Set up redirects when importing content from another help center.
• Make articles easily identifiable by adding a friendly alias to them.
• Add ‘301 - Moved Permanently’ redirects under the hood, seamlessly redirecting from old paths or aliases to your existing content within your help center domain.

Additionally, teammates can now add, edit and delete redirects to either articles or collections.

We've supercharged our GitHub App with the power of Workflows and Actions.

• Automation made easy: Convert new Intercom Tickets or Conversations into GitHub Issues seamlessly.
• Ready-to-use templates: Utilise the pre-installed Workflow Templates for issue creation and updates in GitHub.
• Highly customisable: Tailor your Workflows and effortlessly pass Intercom Contact, Conversation, and Ticket Attributes over to GitHub.

Customize the Start Conversation button in your Messenger 🪄

• Select from a list of text options in Messenger settings
• We’ll display your choice when a conversation will be handled by a teammate
• When a conversation will be picked up by Fin, the conversation button will still show Ask a question (but the ability to update this is coming soon too 😎)

This is now available on Web, iOS (v16.1.0) and Android (v15.3.0) 🥳