Designing Tickets for Intercom Messenger

Intercom Tickets

Overview

The Intercom Messenger is primarily built for fast, real-time support; however many customer issues are complex, asynchronous and could require multi-tiered support teams to resolve.

Users had no reliable way to track the progress of these longer-running issues, leading to frustration, repeated and duplicative conversations, and ultimately a lack of confidence that their issues were being addressed.

The goal: Design a ticketing system that works seamlessly within the Messenger's conversational support model, giving users a clear and simple way to track and manage support requests. The experience needed to integrate naturally into live chat flows while also having the ability to independently work as a stand-alone interface within Messenger.

Role

Senior Product Designer

  • Led and designed the Messenger product to support ticketing functionality,
  • Designed intuitive flows for ticket creation, updates, and tracking within conversations,
  • Ran multiple rounds of usability testing and UI refinements based on feedback.

Outcomes

  • Shipped a fully integrated ticketing experience within Messenger,
  • Provided full tracking functionality allowing end-users to be notified of ticket progress and status,
  • Enabled a way for end-users to create tickets from with the Messenger,
  • Reduced duplicate conversations started by making ticket status and updates visible in-thread.