Intercom

Follow this step-by-step guide to get introduced to and fully set up with Intercom tickets.

Getting started with tickets

High-level overview of ticket categories and use cases.

Tickets explained

Deep-dive on specific characteristics for Customer tickets.

When to use Customer tickets

Deep-dive on specific characteristics for Back-office tickets.

When to use Back-office tickets

Deep-dive on specific characteristics for Tracker tickets.

When to use Tracker tickets

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Beth-Ann Sher

Go beyond simple live chat – handle complex customer requests asynchronously.

Tickets

Deep-dive on getting started with tickets, and assigning categories to your ticket types.

How to set up ticket types

Deep-dive on ways you can create a Customer ticket, sharing options, and any limitations.

How to create a Customer ticket

Deep-dive on ways you can create a Back-office ticket, sharing options, and any limitations.

How to create a Back-office ticket

Deep-dive on ways you can create a Tracker ticket, sharing options, and any limitations.

How to create a Tracker ticket

Overview of the various ways Intercom allows you to collect information from customers through ticket forms: bots, API, Inbox, etc.

Ticket form options

Deep-dive on how and when customers are notified about tickets, and any limitations.

How customers get notified about tickets

Creating

Ensure tickets are routed to the correct teams with Workflows and Inbox views.

How to find and view tickets in the Inbox

Deep-dive on all the ways you can search and filter for tickets in the Inbox.

Search for tickets in the Inbox

Understand how to identify all the features of Customer tickets from the Inbox.

How to manage Customer tickets in the Inbox

Understand how to identify all the features of Back-office tickets from the Inbox.

How to manage Back-office tickets in the Inbox

Understand how to identify all the features of Tracker tickets from the Inbox.

How to manage Tracker tickets in the Inbox

Tickets space in the Messenger

Managing

Get inspired with these ticket type examples of each ticket category.

Ticket examples

How to leverage Workflows to automate ticket actions and save time while providing better customer and teammate experiences.

Automate ticket actions with Workflows

Best practices

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

What’s changed in tickets?

Tickets FAQs

Common questions

Community

Webinars

Academy

Developer Hub

Find answers and get help from Intercom Support and Community Experts

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Track the progress of all tickets related to your company

Tickets portal

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