Connect to IntercomCreate a Credit Approval Workflow for Your Support Team
Account credits are one of the most common support exceptions — and one of the most inconsistently handled. Some agents issue credits liberally; others almost never. The result is customers with wildly different experiences based on which agent they happened to reach.
The ad hoc approach
- 1Agent decides whether to offer a credit based on their own judgment.
- 2For larger credits, they may ask a manager informally.
- 3Credit is issued; no policy-level record is created.
- 4Manager discovers inconsistency in a monthly audit.
The problem: Without a structured workflow, credit decisions are agent-level judgments that create inconsistent customer experiences and accounting surprises.
With Supportman
Agents submit credit requests from the Intercom inbox. Supportman posts a structured approval message to Slack — amount, reason, and conversation link included — and logs the decision back on the thread.
- Agent selects Credit as the request type in the Supportman inbox panel.
- Supportman posts the request to your approval Slack channel.
- Manager approves or rejects with a reason; the agent acts on the decision and the record stays on the conversation.
Credits need the same structure as refunds — Supportman routes inbox requests to Slack and logs every decision on the Intercom conversation.
Can agents issue small credits without approval?
Supportman handles the approval step — your internal policy still defines which amounts need sign-off. Many teams route all credits through Approvals for consistency; others use it only above a dollar threshold they enforce culturally.
What if the approver is unavailable?
Post approval requests to a channel with multiple managers so anyone available can decide. Escalation timers and fallback approvers are on the roadmap.