Reviewing your open and snoozed conversations regularly is good practice. It confirms that conversations are closing automatically or progressing as they should, and it surfaces the discrepancies between a ticket and its conversation before a customer finds them for you. Work through the conversation review first, then the ticket review, because a ticket state can explain why a conversation is still sitting in your queue.
🤓 Tip: Build these reviews into the start of your shift. Catching a stalled ticket while you are looking for it takes a minute. Catching it because the customer has chased takes considerably longer, and it costs you the experience score on that conversation.
Review your conversation backlog
To bring the least recently touched work to the top, sort your inbox by activity:
Open Your inbox, then select the Table layout.
Filter to Open or Snoozed.
Sort the Last Activity column in ascending order.
Work down the list from the oldest activity, then action or close each conversation.
Intercom cannot show open and snoozed tickets in one place. A view filtered by ticket state set to any value still leaves you switching between the Open and Snoozed tabs. We therefore recommend running this review for both Open and Snoozed states.
Review your ticket backlog
To review tickets alongside conversations, filter your inbox by ticket state category. The filter works whether the conversation is open, snoozed, or closed, so you can identify discrepancies that need you to intervene.
⚠️ Important: A ticket must be in a Resolved state before its conversation can be closed.
Discrepancies to look for
The following patterns account for most of the tickets that stall without anyone noticing
A closed conversation with an unresolved ticket
The customer contact has ended, but the ticket is still open. Check where the work actually reached, then either resolve the ticket or update its state to match.
A ticket in Waiting on customer, snoozed for an extended period
A ticket set to 'Waiting on customer' sends the customer a reminder after 24 hours, and resolves automatically when they have not responded within 48 hours. Anything still snoozed in that state well beyond 48 hours needs checking.
Check whether the customer has replied, then update the state or resolve the ticket by hand.
🤓 Tip: For more details on ticket behaviours, see Ticket states and what the customer sees and Ticket service levels by priority.