Tickets that continue the conversation

Intercom's ticketing system lets support teams turn any customer conversation into a ticket to resolve more complex issues without losing context. It includes customer tickets, back-office tickets, and tracker tickets, so front- and back-office teams can collaborate and keep customers updated as work progresses.

Intercom has three ticket types. Customer tickets move a conversation to a ticket to solve complex issues and keep customers informed. Back-office tickets give internal teams a separate ticket with private notes while staying connected to the original conversation. Tracker tickets manage many conversations about a single widespread issue, so you can update all affected customers at once.

Intercom is the only helpdesk with a natively integrated AI Agent, Fin. Any conversation can be converted into a ticket that is automatically categorized, prioritized, and routed to the right team, so every issue reaches the right person with full context.

You can convert any conversation into a ticket with one click, so you resolve the issue without losing context. Collect the details you need upfront with ticket forms sent through a bot or directly in your product, and keep customers updated automatically over chat and email as the ticket progresses.

A back-office ticket is for collaborating on a single customer's issue: it gives an internal team a separate ticket with private notes, connected to the original conversation. A tracker ticket is for a widespread issue affecting many customers: it links all the related conversations to one ticket so you can resolve it once and update everyone affected at the same time.

Yes. Teams regularly consolidate onto Intercom from other tools. Copper moved its support ticketing from Zendesk to Intercom and reports saving money and agent time by consolidating to one support platform, while delivering faster, more personalized service. Request a demo to see how a move would work for your team.

Intercom connects to 350+ integrations out of the box, including Slack, Jira, and Salesforce, with flexible APIs for everything else. You can also automate ticket workflows, such as assigning ticket types to specific teams, with a visual, no-code builder.

Set SLAs on tickets to track your team's response and resolution times, and use ticket metrics and dashboards to monitor and improve performance. Learn more about helpdesk reporting.