Follow Conversations and Tickets
By Steven Van ·
Followers get the same desktop, mobile and email alerts as the assignee, and a new Followed by filter collects everything in one view.
Intercom teammates can now follow a conversation or ticket without being assigned to it. Following gives the same notifications on new replies and notes as the assignee gets, without taking ownership.
How to follow
Open the conversation or ticket, go to the Details tab in the sidebar, and click Follow on the Followers row. The row is in Conversation attributes, or in the Ticket Header for tickets. Click Following again to unfollow.
Notifications
Follower notifications use the same setting as conversations assigned to you. In Settings, under Personal and then Notifications, the row is called "Activity in anything assigned to you or that you follow". If it is turned off for desktop, mobile or email, no notifications arrive on that channel for followed conversations.
Finding what you follow
A new Followed by filter in Inbox Search and in Views lists everything you follow. A View built on that filter keeps the list in your sidebar.
Limits
- A conversation can have up to 100 followers.
- Followers carry over when conversations are merged.
The change is listed under Inbox in the Intercom help documentation for the Intercom changelog entry.