Intercom

High-level overview of ticket categories and use cases.

Tickets explained

Set separate assignment limits for tickets and conversations to better manage your workload.

Ticket Assignment Limit

Patrick Andrews

Ryan Parker

Ivan

Resolving complex issues more efficiently with tickets designed to streamline collaboration and keep the conversation going.

Tickets

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

Getting started with tickets

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

How ticket states are categorized and behave as a ticket moves through each state.

How ticket states work

Learn how to import users, companies, or tickets from Zendesk to Intercom.

Import your Zendesk ticket, user and organization data

Chris Dalley

Getting started

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

How to set up ticket types

How to conditionally show ticket attributes based on the value of another attribute.

Conditional ticket attributes

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

Customize the states a ticket progresses through and how they appear to teammates and customers.

Customize ticket states

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

Allow customers to independently create tickets from the Messenger.

Create tickets in the Messenger

Sze Wing

Beth-Ann Sher

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

How to manage Customer tickets

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

How to manage Tracker tickets

Tickets space in the Messenger

Learn how to configure email settings and troubleshoot common issues to ensure you and your customers receive notifications for tickets.

Troubleshooting email notifications for tickets and conversations

Dawn

Managing

Provide an external view of all relevant tickets to each of your customer organizations.

Tickets portal explained

Checklist of required settings before enabling the Tickets Portal.

Tickets Portal requirements

How to enable the tickets portal for your users and companies.

Tickets portal setup

Tickets portal errors explained

Eric Fitzgerald

Tickets portal

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

Ticket examples

Build powerful ticket automations and automate repetitive processes by selecting the right ticket category using Workflows.

Using ticket triggers with Workflows

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

Automate ticket actions using Workflows

Learn how to automatically convert any conversation type to a ticket.

Auto-convert conversations to tickets

Best practices

Tickets FAQs

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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.

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