This article covers frequently asked questions about how tickets and conversations work in Intercom, including how to manage ticket statuses, reassign conversations, add participants, and set up your inbox.

The following questions cover how to manage ticket statuses, assignments, and workflows.

Yes, use the snooze function and set the status to 'With Us'. This keeps the ticket paused without losing it.

When you set a ticket to 'Resolved', you can select 'Customer sees resolved'. The customer then has one day to reply to the closed conversation. If they reply within that window, the ticket is automatically moved back to 'With Us'.

If they do not reply, the ticket remains closed. Each closed conversation also creates and closes a corresponding case in Salesforce for traceability.

Yes, there is no requirement to convert conversations to tickets before ending your session. That said, converting ongoing conversations to tickets is recommended where appropriate, as it provides better tracking and visibility for both the agent and the customer.

Yes. Click on the current assignee and select a different agent.

The ticket automatically moves to a Snoozed state. When the customer replies, it moves back to Open. The workflow is:

Waiting on Customer → Snooze one day → Auto-chaser sent → Snooze one more day → Auto-resolve → Closed.

The customer then has 24 hours to reply after closing.

This is not possible in a single view. Snoozed tickets sit in the Snoozed tab, while Open tickets are in the Open tab. You can create a View filtered by 'ticket state = any value', but you still need to switch between Open and Snoozed to see all of them.

No. Customers can only see their own tickets. They can also be added as participants.

Yes. Additional email addresses can be added to a ticket even if the person is not on the entitlement. Ticket status emails are sent to users who are shared on the ticket. The original customer sees updates in the messenger; additional participants receive replies by email only.

Open the conversation and click Merge into, then search for the conversation you want to merge with.

If a ticket has more than one participant, you will need to temporarily remove the additional contact before merging, then add them back afterwards.

Use the search function within the Merge into option. If you already know the ticket ID, search for it directly. If you don't, use the recent conversations feature, which shows every conversation that customer has had with any teammate, so you can identify and merge into the correct one.

Yes, use the Merge into function to link a chat with the ticket that was created from it.

Once information has been provided to a customer, the Access Digital Assistant retains it and serves it going forward. It will also flag where new articles are needed to fill gaps in its knowledge.

No, everything is contained within one place. Converting a conversation to a ticket does not change the interface for you or the customer.

Yes, messages can be deleted if needed.

Yes. Chat history is retained. Nothing wipes automatically when a customer logs out. Tickets persist indefinitely.

The following questions cover how conversations work in the Intercom messenger, including visibility and access to historic data.

Each issue is handled in its own separate conversation. If a customer already has an open ticket but needs to raise a new issue, they can start a new conversation. All content is contained within one conversation per issue, keeping everything organised and easy to follow.

No, in-app and portal logins create separate user sessions, so chats do not sync between them. However, if a user is logged in on their desktop and then on their phone browser, the conversation will be visible in both.

Customers can still see their old Salesforce cases and interact with them as before. If they click 'Raise a case' from the old portal, they will be redirected. Active Intercom tickets are visible by clicking Tickets in the Digital Assistant window.

No, all call recordings and transcripts are internal only. The only way to share them with a customer is to download the recording or transcript and attach it within the chat.

Yes, each closed conversation creates a resolved case in Salesforce for traceability.

In Table layout, click Last Activity to see reorder options. Ordering by SLA will list conversations by which is due for a response soonest. You can also add a Priority column in table layout to see ticket priority at a glance.

SLAs work on an NRT (Next Reply Time) counter. The counter applies when a customer provides an update and you need to respond. If you were the last person to update the ticket with a public reply, no SLA is currently running. Use Date Submitted or personal preference to work through tickets where no SLA is active.

It starts as a conversation between the customer and the Access Digital Assistant. When passed to you, you receive a warm-handover summary covering what was asked, what was provided, and where the conversation ended up. The full conversation history is also visible.

If a product falls outside of our Intercom workspace, it will need to be manually handed over to the relevant team through internal channels (if it already exists), or the customer will need to raise the issue manually through that products workspace. We're working on a long-term solution, but in the meantime this is the current process.

The following questions cover how to set up and customise your inbox, including views, layouts, and internal notes.

Go to your inbox and hover over the + icon next to Views, then click the Pin icon. Views can be created by team managers. You can filter by ticket state, priority, assignee, SLA, and more. Contact your team lead or DSE to have a view created for you.

Open your Inbox and click the multi-column icon in the bottom-left corner near your profile icon. Once in table layout, click the + button at the far right of the column header row to search for attributes such as Priority, Internal Notes, or Dev ID.

Yes, Intercom offers custom views within the inbox. You can filter by last contacted date, customer type, SLA due date, conversation tags, and more. A dashboard report is also available showing open chats, items waiting on you, items outstanding with development, and items waiting on the customer.

Yes, you can create a dedicated 'Internal Notes' ticket attribute that is hidden from customers. It supports multiple lines, expands as text is added, and has no character limit. It can be repositioned within the ticket attributes list.

The following questions cover how file attachments work in Intercom conversations.

Can customers upload files such as screenshots to a conversation?

Yes, customers can upload screenshots and other files directly within a conversation in Intercom.

Accepted file types include: .csv, .dng, .doc, .docx, .eml, .gif, .heic, .htm, .html, .jpeg, .jpg, .mov, .mp4, .msg, .oga, .ogg, .pdf, .png, .rpt, .rtf, .tif, .tiff, .txt, .xls, .xlsx.

Yes, the maximum file size is 100MB