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 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:

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 AI & 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 form manually from the Inbox 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.

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, Instagram DMs, or email — 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 this step 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 form link is delivered differently depending on the channel:

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.

Why is my customer receiving a link instead of seeing a form in the chat?

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

What if my customer doesn't click the link in time?

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.

Why did my customer on Instagram receive a plain text link instead of a button?

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.

Will my customer receive ticket updates in the same channel?

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, Facebook Messenger, or email.

Do I need to configure anything to use this?

No. If you already use the Send Ticket step 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.