There are many ways to create Customer tickets based on the use case:
Convert the conversation to a Customer ticket via the Help Desk - when the teammate working on a conversation needs more time to resolve a complex query.
Manually send a Customer ticket form within a conversation from the Help Desk - so that the customer fills in the details themselves.
Create a standalone Customer ticket on behalf of the customer - when a customer has a query outside of an Intercom conversation or email. This typically happens when your support or success team has a meeting or a phone call with the customer and they report a problem.
Automatically send a ticket form to customers via a Workflow - to collect all the necessary information for complex queries upfront before the ticket is assigned to your team.
Create a Customer ticket via APIs - to allow customers to submit forms directly from your app or website.
Before you can create tickets from the Help Desk, you’ll need to first set up your ticket types. A ticket type defines the data fields to be captured in the ticket and its category.
Convert conversation to Customer ticket via the Help Desk
You can convert a conversation into a Customer ticket via the Help Desk and fill in all the necessary information on behalf of the customer.
First, click on the ticket icon in the conversation header.
Next, select the relevant ticket types. Only ticket types with the Customer ticket category will appear in this list.
Then, fill in the ticket attributes.
Switch to the Details tab if you need to copy any conversation, user, or company details into the ticket form.
Once you convert the conversation to a Customer ticket, you’ll see the ticket title, ID, and description in the middle panel alongside the replies and internal notes.
Additional ticket attributes are displayed in the right hand side bar in the Ticket attributes section.
Note: A conversation converted into a Ticket will mean that it will count in both your conversation report and your Ticket report.
Manually send a ticket form to customer within a conversation from the Help Desk
Reduce back-and-forth and send a ticket form to the customer from within the conversation so they can submit all necessary information.
This option works for Intercom conversations only and is not supported for email or any of the third party channels such as Instagram or WhatsApp.
Press ⌘ K / Ctrl K and search for Send a ticket form.
Create standalone Customer ticket from the Help Desk
You can create a standalone Customer ticket from the Help Desk if the issue did not originate as part of a conversation.
First, click on the compose button in the top left and then select Ticket.
Select the appropriate ticket type. All ticket types appear in this list: Customer, Back-office, and Tracker ticket types.
Finally, insert all the details on behalf of the customer.
Automatically send a ticket form to the customer via Workflows
For common complex customer queries, we recommend setting up an automation in Workflows. You can set up the top use cases, that will send the appropriate Customer ticket form based on the customer’s selection. This ensures your team has all the necessary information about the ticket upfront and eliminates the need for back-and-forth with the customer.
Create a Customer ticket via APIs
You can also programmatically create Customer tickets in Intercom via our API.
This is useful when you want to:
Show custom ticket form UI embedded in your product.
Create system generated tickets.
📖 To learn more about our TicketsAPI, visit the Developer Hub.
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