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.

Use this article to set up the right method for sending ticket forms to your customers.

There are four 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:

When the Workflow runs, the customer sees the ticket form in the Messenger. They can open it and submit their details directly from the chat.

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

If a customer hasn't gone through an automated Workflow, a teammate can manually send them a ticket form directly from the Inbox.

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

2. Select the ticket type to insert the form into the conversation.

3. Send the form and add any additional message to the conversation if needed.

Ticket forms aren't limited to the Messenger. You can send customers a hosted ticket form link directly within a conversation on WhatsApp, SMS, Facebook Messenger, or Instagram DMs — no extra setup required.

When a customer opens the link, they see a branded web form identical to the Messenger form experience, including conditional fields and file uploads. Once they submit it, the ticket is created automatically and they'll receive status updates back in their original channel.

Use the Send Ticket action in Workflows. When the Send Ticket action runs in a non-Messenger conversation, Intercom automatically generates a hosted form link and delivers it to the customer in the format appropriate for their channel. No additional configuration is needed.

The following table shows how Intercom delivers the ticket form link to customers on each supported channel when the Send Ticket action runs outside the Messenger:

The form renders automatically in the customer's language and locale.

Hosted ticket form links are single-use and time-limited:

Once the customer submits the form and the ticket is created, they'll automatically receive status updates in the same channel where the form link was sent. For example, a customer who received the form via WhatsApp will get ticket updates in WhatsApp — they don't need to check a separate portal.

On channels outside the Messenger (WhatsApp, SMS, Facebook, or Instagram), the ticket form opens in a hosted web page rather than inside the conversation. This is expected behavior. The form is secure, branded, and identical to the in-Messenger experience.

If the link expires before the customer opens it, they'll reach a dead end. Resend the ticket form from within the conversation to generate a fresh link.

Instagram's API doesn't support interactive CTA buttons, so the form link is sent as a plain text URL. This is a platform limitation, not a configuration issue.

Yes. Once a ticket is created from the hosted form, status updates are automatically sent back to the customer in their original channel — WhatsApp, SMS, Instagram DMs, or Facebook Messenger.

No. If you already use the Send Ticket action in your Workflows, it works automatically across all supported channels. No new setup is required.

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.