Often times, complex customer queries require your team to collect more detailed information from the customer. When this information is exchanged via a typical email or chat exchange, it can lead to unnecessary back and forth and longer resolution times.

To streamline this process, you can send a ticket form to customers so that your team has all the information they need upfront.

There are three primary ways to send a ticket form to a customer:

Let’s dig into each one of those.

Set up an automation in Workflows with the following configurations:

This is what the customer will see when they open the Messenger. They can easily click on the form, and submit details.

To set up your Workflow, navigate to Automation > Workflows from the left menu. Next, click on New workflow.

When customers don’t go through the Workflow described above, your team can still send them a ticket from manually via the Help Desk to collect the necessary information.

Press ⌘ K / Ctrl K from within a conversation, then search for Send a ticket form.

Select the relevant ticket type to insert it in the chat.

Easily send the form in the conversation and include any other replies.

You can also build and present ticket forms in your product. When a customer submits the form, you call Intercom’s API to create a ticket in your inbox with the information provided in the form.