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What’s changed in tickets?
What’s changed in tickets?

We’ve redesigned tickets to help your team solve customer issues of all shapes and sizes faster and more effectively than ever before.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

On September 5, 2023 Intercom released a new version of tickets which now offers three ticket categories – each uniquely designed for a specific use case. We’ll go into the details and benefits of these categories below, as well as highlighting some other new features this update includes...

Ticket categories

Customer tickets

When your team needs more time to work on issues, use Customer tickets to capture, track and automatically share progress with the customer.

  • Convert conversations to tickets - Convert a conversation to a ticket with just one click in the Inbox.

  • Ticket forms - Collect comprehensive information upfront by automatically sending ticket forms to customers through a bot, conversation, or directly in your product.

  • Customer status updates - Keep customers up to date with automated status updates via email and the Messenger.

  • Better reporting - Accurately report on long-running queries using more expressive states.

Back-office tickets

When a Support rep needs to work with back-office teams to resolve an issue, create a linked Back-office ticket from a conversation for seamless collaboration.

  • Clear ownership - Clearly define responsibilities between front and back-office teams with a ticket that can be managed separately from the customer conversation.

  • Context for back-office team - All Back-office tickets are linked to conversations so back-office teams never lose customer context.

  • Front-office teams kept in the loop - Internal notes and status changes in the Back-office ticket are cross-posted to the customer conversation.

Tracker tickets

Streamline problems impacting many customers, such as bugs, service interruptions, and feature requests using the new Tracker ticket.

  • Single source-of-truth - Link all related conversations or Customer tickets to a Tracker ticket to create one single source-of-truth for your team to manage.

  • Collaboration - Easily work with other internal teams to ensure that updates are shared in one place.

  • Broadcast customer updates - Send mass updates to all impacted customers to save time and keep customers up to date.

Other new features & improvements

This update also includes several improvements to the tickets experience for teammates and customers.

Settings page

The settings page has a new UI to reflect the 3 ticket types categories: Customer, Back-office, and Tracker tickets.

Convert to ticket

The convert to ticket button is now clearly surfaced in the header instead of being hard to reach in the conversation right sidebar.

Create a Back-office ticket from a conversation

The action to create a linked ticket now says Back-office ticket.

Create a ticket

The experience of creating a new ticket in the Inbox now looks and feels better!

Internal notes

When adding an internal note to a ticket, you now have the ability to specify whether to just add it to the ticket or also cross-post it to the linked conversation.

Ticket states

Ticket states have more representative colors in the Inbox and are clearly surfaced.

Ticket cards

Tickets cards in the Inbox list are richer and surface more information like the ticket ID, last activity or note.

Tickets in table

Tickets row in the table layout also have a refreshed UI.

Email notifications

Tickets email notifications that customers receive now surface more useful information with a refreshed UI.

Getting started with the new tickets experience

If you’ve never used tickets before

Just head to Settings > Workspace data > Ticket types and set up your first ticket types.

If you’re already using some ticket types

You might fall into one of the 2 buckets below:

  • If you don’t automatically see the new tickets experience, then you need to self-migrate your workspace to the new experience.

  • If you’re already seeing the new tickets experience, you’re good to go. However, we recommend reviewing your tickets types in Settings > Workspace data > Ticket types and think of how to leverage the 3 ticket categories in your support process.


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