How to update ticket state on Intercom
Guidde
Godfreycollins0123 • Feb 21, 2023
18 steps • 3 minutes read
🎤 Update ticket state Update the status of a ticket to keep everyone informed on progress and enable effective reporting and monitoring.
🎤 Changing the state of a ticket Teammates can change the state of a ticket when they are viewing a conversation, replying to a conversation, or from the table layout and split view.
🎤 Reply and change ticket state
🎤 Note: This only works for replies, adding a note and changing the ticket state at the same time isn't available. Table layout
🎤 Split view
🎤 Closing a conversation When closing a conversation with an open ticket, you’ll be prompted to close the ticket with two options: Continue without resolving - This will close the conversation and leave the ticket in its current state. Resolve and close - This will close the conversation and automatically update the ticket state to “Resolved”.
🎤 Child ticket states When the state of a child ticket changes, a note is posted to the parent conversation to inform the support rep about progress made on the child ticket. The parent conversation is re-opened as a result.
🎤 Using ticket states Ticket states in table layout For better visibility and management, ticket state can be added as a column in table layout:
🎤 Ticket states in the Inbox conversation Changing the ticket state is added as a conversation event. This is seen by clicking the 3 dots at the top of a conversation and selecting “Show conversation events”:
🎤 Creating views for tickets in certain states You can set up Inbox views to show all tickets that are in a certain state. For example, we’ve created a view for tickets waiting on teammates by filtering by “Ticket state is Submitted” or “Ticket state is In Progress”:
🎤 Automating workflows using ticket states Create rules using ticket states as triggers, conditions, or actions to automate your team workflows. For example, we’ve set up a rule to snooze conversations with tickets until tomorrow if a teammate changes the ticket state to “Waiting on customer”:
🎤 Customer experience On web If the ticket is shared with the customer then a reply is added to the conversation in the Inbox:
🎤 The ticket state is updated in the Messenger as an event in the conversation thread and pinned at the top as a floating pill:
🎤 Customers will also see this progress when they click on the ticket state in the Messenger:
🎤 If a ticket is shared with the customer, any changes to their ticket state are also sent to them via email.
🎤 On mobile SDK When a ticket is submitted through the Messenger via a mobile SDK, the status is updated in: The Messenger home space, As an ‘event’ in the conversation stream, and In the ticket view itself.
🎤 What are the different ticket states a customer would see? The same behavior and ticket states can be seen on the web and mobile Messenger as follows:
