Intercom’s Post

Transcript

Conversations in Intercom are perfect for resolving simple customer queries. And when it comes to things that are more complex and take longer to resolve, you can use tickets. There are three categories of tickets in Intercom. Customer, Back-office, and Tracker. Let's start with Customer tickets. Let's say a customer reaches out about an insurance claim, something that you know can't be resolved quickly. In just a few clicks, you can turn this conversation into a ticket that makes it easy to deal with complex issues consistently. And whenever your team makes an update, customers get notified in the Messenger, and by email. Okay. So Customer tickets are perfect for async requests that only require a single teammate to get involved. Next, let's look at using tickets to loop in back-office teams. Let's say a customer reaches out about a refund request. A support rep can't resolve this on their own. They'll need help from the finance team to process it. By linking a back office to this conversation, you're essentially creating a task for the finance team to work on in the background. While you continue they manage the customer. Any discussion between you and the back-office team is kept private via notes. While updates can be cross-posted to the original conversation to keep front line teams in the loop. Lastly, you've got Tracker tickets. Let's say a customer reaches out about a bug and before you know it, you have multiple customers getting in touch about the same issue. Instead of handling all these conversations separately, you can streamline the process by linking them all to one ticket. And the Tracker acts as a single source of truth for all linked conversations. Making it easy for your teams to work together. Plus, whenever there's an update, it's easy to send a mass communication to all impacted customers, meaning your team doesn't have to spend time sending individual messages. So to recap, with Customer tickets, Back-office tickets, and Tracker tickets, you've got everything you need to resolve complex issues quickly and consistently. And that's not all. Tickets in Intercom come with a range of useful features, including SLAs, in-depth reports, and the ability to integrate with Slack, Jira, and our API. Plus, you can add ticket forms to your website or your Messenger, so customers submit them directly without needing to talk to anyone. Ready for better, faster ticketing, head to your Settings, and Ticket types to get started.