What's the difference between an Intercom ticket and HelpScout/Zenddesk ticket?
Intercom tickets are designed for complex, asynchronous queries that require more time, investigation, or collaboration, while conversations are for quick, real-time interactions. Unlike HelpScout or Zendesk, Intercom offers three distinct ticket categories—Customer, Back-office, and Tracker tickets—each optimized for specific workflows and visibility needs. For example, Customer tickets are always visible to the customer and provide real-time updates, while Back-office and Tracker tickets are primarily for internal collaboration and may not be shared with the customer.
Intercom also allows you to convert conversations to tickets with one click, collect detailed information through ticket forms, and keep customers updated automatically. Ticket attributes in Intercom can be customized to fit your workflow, and you can filter or build custom inbox views based on these attributes. This flexible approach helps teams manage a wide range of issues and keep customers informed, all within a unified workspace
What's the difference between an Intercom ticket and a conversation?
The main difference between an Intercom ticket and a conversation is the type of customer query they are designed to handle:
Conversations are for quick, straightforward queries that can be resolved in real time or with minimal collaboration. They start when a customer or teammate sends a message through channels like live chat, email, or phone. These are ideal for simple questions that don't require much follow-up or investigation.
Tickets are used for more complex, asynchronous issues that need more time, investigation, or input from multiple teams. Tickets can be created when a customer submits a ticket form or when a teammate opens one from the inbox. They help manage tasks that require tracking, multiple steps, or collaboration, and can be linked to conversations or stand alone.
In summary, use conversations for simple, fast interactions and tickets for complex issues that need detailed follow-up and teamwork.
TIP: For more details please refer to Intercom's official doc here: Tickets explained