Tickets
Benefits of using tickets
Real-time Tracking:
Share with customers: Customers can view and track the progress of their tickets in real time, increasing transparency and keeping them informed about the status of their issues.
Visibility:
Messenger and Ticket Space: Tickets can be visible in the Messenger interface and a dedicated ticket space, facilitating support teams in tracking ongoing issues.
Automated Email Updates:
Notifications: Customers receive automatic email notifications about ticket submissions, status changes, and replies, ensuring they stay updated without needing to log into Intercom.
One-click Conversation to Ticket:
Easy Conversion: Conversations with customers can be converted to tickets with one click, streamlining the process of handling complex issues.
Comprehensive Information Gathering:
Ticket Forms: Customizable ticket forms allow for detailed customer information collection, helping to better understand and resolve their issues.
Automated Status Updates:
Customer Communication: Automatic updates notify customers of any changes or progress, aiding clear and continuous communication throughout the issue resolution process.
Creating tickets from conversations
When a customer is experiencing some type of issue that requires an escalation (JIRA), we will make sure to also create an Intercom ticket for their own follow up. This way they will be able to see the status of the query and reduce the amount of times they will contact in order to know.
When you intend to create a ticket, you need to compile as much information as necessary to solve the case. Once you have it all gathered, you can create the ticket from the conversation you currently have.
You just need to click on the little ticket icon on the upper right corner of the conversation's screen.
There will be different filters for the escalations that you will be able to pick from. Once you have selected this, on the right side, a new window will display the ticket information. Make to always include in the title of the ticket, the customer's ID and the JIRA it is linked to.
Once created, customer will be able to see the information you used to create the ticket. This is why we need to be careful and organized with the way the ticket is sorted. Make sure there are no typos, be professional and keep an eye out for grammar.
Now you can also change the ticket status for the customer to know where the review is for his ticket and the issue he is having.
Now, from this point on, the conversation (now ticket) will remain open until we close it and resolve the ticket. We will be able to follow up on it on the View designated for Tickets.
Customer service agents are in charge of checking this View every so often and make sure to provide follow up or assistance to customers that are waiting for an issue to be solved.
On their end, customers will be able to check the tickets they have pending like this:
It will show them the information of their ticket and who is working on the case. They can also add to the conversation in case something changed and the ticket will be updated.
The ticket will not open a new conversation nor will it be assigned to the Chats view, this is why we need to be constantly checking the ticket for any updated from the customer.
Creating tickets from scratch
If the customer made a report through email and we need to make an escalation for JIRA and a ticket in Intercom as well. This way, when they log into the site, they will be able to follow up on their query.
You can go to your Inbox and click on Create New, a pop-up window will show with the options and you will select Ticket, and then select the type of query you have to create.
Complete the information by adding the customer with their registered ID, name or email address. Add the title and the description of the problem and on the right side, make sure to always assign the ticket to the correct person along with the correct team.
The you can click on Create Ticket and it will be automatically assigned to the Tickets View and shared publicly with the customer.
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