Yes - you can modify the category of any of your existing ticket types. Please note that this won't affect customers who have already received the ticket type, they will not see retroactive changes but any new customers receiving tickets will see the change.

Go to Settings > Workspace data > Ticket types. Then click on the edit icon next to the ticket type name.

To modify the ticket type category, icon, name, description, or customer sharing settings, click on the edit icon in the top right corner.

No, you need to manually create the same ticket type in each of your workspaces.

Yes, when customer issues require the participation of a partner outside of Intercom, you can use side conversations to email external partners from within a ticket or conversation.

No it's not possible to hide or delete these attributes as they are fundamental for searching for Tickets from the Help Desk.

They are especially important for linking to Tracker Tickets to make it clear you are linking to the correct one.

Yes - You can create an Help Desk view that lists all your Tracker tickets. Then switch to table layout and add the Customer reports columns.

Yes - CSAT works with Customer tickets. You can set up an automation Workflow as displayed below. This Workflow will trigger for both Customer tickets and conversations.

Yes - SLAs work with Customer tickets.

Yes, you can set up the tickets portal if you need to share an external view of all relevant tickets to each of your customer organizations.

Not at the moment. However, you can collapse this section by clicking on the collapse arrow. Once you do, it will remain collapsed as you navigate to other conversations via the Help Desk.

To make the attribute mandatory for teammates, you will need to enable it when creating/editing the ticket attribute by clicking on "Make attribute required when teammates are creating ticket".

Yes, Intercom's Jira for Tickets app allows you to automatically create Jira issues from specified Intercom ticket types, so you can easily track and manage them. You can also sync notes and comments between Jira and Intercom without needing to copy & paste manually as well as mirror Jira issue statuses to Intercom tickets.

Our native integrations with Salesforce and Hubspot do not support Tickets right now.

An alternative solution is to build your own integration using a combination of the Tickets webhooks and the Tickets API. With this it should be possible to listen for updates from the Intercom side and read/write to tickets using the API.