PRO TIP #1: Auto Close – “Did Not Respond (12H)” 

What this is about:

Ensuring inactive conversations are properly closed without manual follow-ups.

🧠 Key Takeaways:

• Use when customer has not replied after 12 hours

• No need for manual follow-up

• Keeps ticket handling consistent

• Prevents unnecessary CSAT triggers

🛠️ Steps:

1. Select “Did Not Respond (12H Auto Close)” macro

2. System sends closure message automatically

3. Tag skip-auto-cancel is applied

4. Conversation closes after sending

PRO TIP #2: Prioritizing Tickets (Waiting Since) 

What this is about:

Handling tickets based on longest waiting time to avoid SLA misses.

🧠 Key Takeaways:

• Prioritize customers waiting the longest

• Prevent SLA breaches

• Ensure fair ticket distribution

• Avoid cherry-picking easy tickets

🛠️ Steps:

1. Click Sort (Descending/Ascending)

2. Select “Waiting Since”

3. Work from oldest to newest

PRO TIP #3: Writing Effective Internal Notes 

What this is about:

Creating clear, complete, and actionable internal notes.

✅ Must Include:

• Full customer details (name, email, phone)

• Order / ticket reference

• Clear issue summary

• Action taken

• Final outcome

❌ Avoid:

• Missing details

• No order/ticket reference

• Vague notes (“fixed”, “handled”)

• No resolution

• Notes that require guessing

💡 Golden Rule:

👉 “If it’s not clear, it didn’t happen.”
👉 “No note = No action.”

PRO TIP #4: Customer Praise Tagging 

What this is about:

Properly identifying and tagging genuine positive feedback.

✅ Tag as Customer Praise if:

• Strong positive feedback

• Appreciation or excitement

• Clear positive results

❌ DO NOT Tag if:

• There is a request (cancel, modify, delay)

• Feedback is neutral/mixed

• Product is mentioned without strong sentiment

💡 Rule:

👉 Customer Praise = CLEAR POSITIVE EXPERIENCE ONLY

PRO TIP #5: Ticket Merging (Important Limitation) 

What this is about:

Understanding when tickets can and cannot be merged.

⚠️ Key Insight:

• Intercom does NOT merge tickets from different contact IDs

🧠 Key Takeaways:

• Same name ≠ same contact

• Different email = different contact record

• Always verify email before merging

✅ If emails are different:

• DO NOT merge

• Handle in one ticket

• Close duplicate if needed

PRO TIP #6: System Issue Tagging (CS Assist) 

What this is about:

Identifying and documenting system-related issues properly.

🧠 When to Use:

• Customer not found

• Missing data

• Errors in CS Assist

• System-related failures

🛠️ Steps:

1. Apply tag “System Issue – CS Assist”

2. Add detailed internal note

📝 Required Format:

• What happened

• What was attempted

• Workaround applied

💡 Reminder:

• Be specific

• Avoid vague notes like “system error”

• This helps faster escalation & resolution

PRO TIP #7: Tagging the Right Way (SOP Guide)

What this is about:
Applying the correct tags based on the customer’s main concern to ensure accurate reporting, proper routing, and better customer experience.

🧠 When to Use:

• Every ticket you handle

• When identifying the main customer concern

• When assigning correct categories for reporting and routing

🛠️ Steps:

1. Read and understand the full conversation

2. Identify the main concern

3. Select the most relevant tag

4. Apply the tag before responding

5. Review and save

📝 Tagging Best Practices:

• Tag based on the primary concern

• Be specific and accurate

• Add secondary tags (if needed)

• Update tags when the context changes

• Stay consistent across all tickets

⚠️ Priority Guide:

• 🔴 High Priority – Critical issues (e.g., Fraud, Abuse, Legal)

• 🟠 Medium Priority – Needs follow-up (e.g., Billing, Shipping)

• 🟢 Low Priority – General inquiries (e.g., Product questions, Praise)

💡 Reminder:

• Tag before responding

• Avoid guessing — choose the closest match

• One ticket = one main concern

👉 Wrong tag = wrong data = wrong decisions

🔥 PRO TIP #8: Avoid Ticket Duplication (Intercom SOP Guide)

📌 What this is about:

Ensuring that only one agent handles a ticket at a time to prevent duplicate replies, confusion, SLA issues, and poor customer experience.

🧠 When to Use:

• When opening a ticket from Unassigned Inbox

• Before replying to any conversation

• When multiple agents are active in the same queue

• When handling high-volume or SLA-sensitive tickets

🛠️ Steps:

1. Check ticket owner before replying

2. Review conversation history (scroll up for context)

3. Avoid replying if another agent is already handling it

4. Do NOT reassign unless necessary (only if outside your scope)

5. Take ownership of the ticket once you start

6. Monitor SLA behavior (avoid triggering reassignment confusion)

7. Use internal notes to coordinate with teammates

8. Close or snooze properly after resolution

📝 Best Practices:

• Always check ownership before taking action

• One agent = one ticket responsibility

• Use internal notes instead of reassigning

• Take full ownership until resolution

• Keep communication clean and centralized

⚠️ Common Mistakes to Avoid:

❌ Replying without checking if someone else is handling it
❌ Multiple agents responding to the same ticket
❌ Unnecessary reassignments causing confusion
❌ Ignoring conversation history
❌ Leaving tickets open without clear ownership

🎯 Expected Result:

• Clear ticket ownership

• Faster resolution time

• No duplicate replies

• Better customer experience

• Cleaner reporting and SLA tracking

💡 Reminder:

Always check before you reply
Always take ownership once you start
👉 One ticket = One owner

⭐ Key Takeaway:

Following this process ensures clear ownership, faster resolution, and a seamless customer experience in Intercom.

🔥 PRO TIP #9: Use Snooze the Right Way (Intercom SOP Guide)

📌 What this is about:
Using the Snooze feature properly to keep the inbox organized, maintain SLA performance, and ensure important follow-ups are not forgotten.

🧠 When to Use:
When waiting for customer replies
When pending documents, verification, or additional information
When waiting for 3rd party/vendor updates
When follow-up is needed at a later date/time
When tickets require future action but not immediate handling

🛠️ Steps:
Review the ticket status and conversation context
Confirm no immediate SLA action is required
Choose the correct Snooze date and time
Add internal notes if additional context is needed
Ensure the customer expectation is properly set before snoozing
Monitor Snoozed tickets regularly
Unsnooze and continue handling once follow-up is needed
Close the ticket properly once fully resolved

📝 Best Practices:
Use Snooze only when follow-up is genuinely needed later
Choose realistic follow-up schedules
Add clear internal notes for visibility
Review Snoozed tickets daily
Use Snooze to stay organized — not to hide workload
Maintain ownership of the ticket until resolution

⚠️ Common Mistakes to Avoid:
❌ Snoozing tickets that still require immediate action
❌ Using Snooze just to clear the inbox
❌ Forgetting to review Snoozed tickets
❌ Snoozing without adding proper context/notes
❌ Setting incorrect Snooze times causing delayed follow-ups

🎯 Expected Result:
Cleaner inbox organization
Improved SLA management
Better follow-up tracking
Reduced missed responses
More consistent customer experience

💡 Reminder:
Always Snooze with purpose
Always review Snoozed tickets regularly
👉 Snooze smart — don’t Snooze and forget

⭐ Key Takeaway:
Proper Snooze usage helps maintain organization, improve follow-up consistency, and deliver a better customer experience in Intercom.

🔥 PRO TIP #10: Use Intercom Quick Links to Work Smarter (Intercom SOP Guide)

📌 What this is about:
Using the Intercom Quick Links tool properly to quickly access important operational tools, trackers, and resources directly inside Intercom without needing to search through bookmarks, chats, or multiple tabs.

🧠 When to Use:
When checking refund or escalation trackers
When accessing shipping/tracking tools
When needing brand-specific operational links
When handling customer concerns requiring external systems/tools
When needing faster access to daily operational resources
When assisting customers through phone or email workflows

🛠️ Steps:
Open the customer conversation in Intercom
Locate the “Quick Links” tool on the right-side panel
Select the appropriate workspace/brand link (RSC, UPW, GOB)
Click the required operational link/tool
Use the information or system needed to assist the customer
Return to the conversation and continue ticket handling
Ensure customer concerns are resolved accurately and efficiently

📝 Best Practices:
Use Quick Links as the primary source for operational resources
Always select the correct brand/workspace link
Keep workflows organized by using centralized resources
Use the provided trackers/tools before escalating issues
Familiarize yourself with commonly used Quick Links daily
Utilize Quick Links to reduce handling time and improve efficiency

⚠️ Common Mistakes to Avoid:
❌ Searching manually for links already available in Quick Links
❌ Using incorrect brand/workspace tools
❌ Opening outdated bookmarked links outside Intercom
❌ Escalating issues before checking available trackers/resources
❌ Ignoring newly added operational tools inside Quick Links

🎯 Expected Result:
Faster ticket handling
Improved operational efficiency
Reduced time searching for resources
Better consistency across agents and teams
Centralized access to important tools and trackers
Improved customer experience and response accuracy

💡 Reminder:
Always check Quick Links first before asking for operational resources
Use the centralized links provided by leadership and TLs
👉 Work smarter — Quick Links is your operational shortcut inside Intercom

⭐ Key Takeaway:
Proper utilization of Intercom Quick Links helps agents work faster, stay organized, reduce unnecessary escalations, and deliver a more efficient customer experience.