Intercom has shipped nine improvements to tickets, and they are live for everyone today. The updates cover how teammates create tickets, how teams track them, and how customers follow progress.
Fin, Intercom's AI agent, now fills in the ticket title, description and attributes from the conversation. A new lifecycle report shows how tickets move between teams, where they loop back, and how long they stay with each team.
Teams can also choose which ticket status updates trigger a customer email, so customers receive only the updates that matter.