A better system for team collaboration and real-time customer updates
Move from conversation to ticket to solve complex issues and keep customers up to date.
Ensure all teams have the context they need to collaborate more efficiently.
Share updates and resolve issues impacting many users with a single ticket.
Move seamlessly between conversations and tickets
- Create a ticket with one click
Convert a conversation to a ticket so you can resolve the issue without losing context.
- Easily collect customer info upfront
Send ticket forms through a bot or directly in your product to reduce back-and-forth.
- Update customers in real time
Automatically share updates with your customers in the messenger and over email.
- Track progress with ticket states
Update ticket states as you work for more accurate reporting and updates.
Streamline back-office collaboration
- A separate ticket when it’s needed
Assign back-office teams a separate ticket that allows for internal, private notes.
- Always connected for context
Conversations, notes, and customer data are always accessible so front- and back-office teams never lose context.
Track multiple customers with one ticket
- A single source-of-truth
Manage all conversations related to a widespread issue with a single ticket.
- Easier customer updates
Save time by sharing updates to all impacted customers at once.
- Centralized collaboration
Get all teams working from the same ticket, so they solve issues faster and no one misses an update.
Plus everything else you need to resolve complex issues faster
Automate actions like assigning ticket types to specific teams with our visual, no-code builder.
Let back-office teams access Intercom as a collaborator and help resolve tickets more quickly.
Give customers real-time updates over email and chat as their tickets progress.
Connect to Slack, Jira, our APIs, and more for better team and customer experiences.
Track and optimize your team’s impact with ticket metrics and dashboards.
Set ticket SLAs to more effectively track your team’s response and resolution times.
“Since moving our support ticketing from Zendesk to Intercom, we’re not only saving both money and agent time by consolidating to one support platform, but we’re also delivering a faster and more personalized experience to our customers.”