A Good CSAT Score Doesn't Mean the Problem Was Resolved
Customers rate the close, not the fix. A 2×2 for finding high-CSAT conversations where the same problem came back, using data you already have in Intercom.
thoughts and learnings
Posts by Oscar Morrison
Founder. Oscar founded Supportman and writes practical guides to CSAT routing, QA scoring, refund approvals, and Intercom-to-Slack support operations.
Customer Support Resolution Time: Why a Fast Close Isn't a Fast Fix
Resolution time usually measures when a conversation closed, not when the problem was solved. How to calculate it and stop early closes from winning.
The Fin Resolutions That Came Back
Fin counts silence as success for assumed resolutions. How to find customers who returned after a Fin resolution, and what the reopen rules say.
How to Find and Fix Recurring Customer Issues in Intercom
Repeat customers aren't always repeat problems. An intent-tag scheme, a repeat-issue log and a routing table that sends each pattern to its fixer.
How to Track the Follow-Ups Your Team Promised in Intercom
A promised follow-up is a debt with a due date. A log template and a weekly audit for tracking follow-ups in Intercom without another tool.
Fin Resolution States: Assumed, Confirmed, Escalated, Abandoned
Fin ends every conversation in one of four states. Two bill at $0.99, and the biggest counts silence as success. How to find the resolutions that weren't.
Published · Updated · Oscar Morrison
Metrics & MeasurementAI's Job Stops at the Human Handoff
Two Live Chat guests from different corners of support tech landed on the same rule for where AI's job ends. A data leader and a support VP, side by side.
How to Use Grok Bot with Intercom (And What It Can Actually Do)
Grok Bot's Intercom plugin is Intercom's own MCP server. How to connect it, five jobs worth handing it, and the things it can't do yet.
What's New in Intercom: The Releases Worth Changing Your Settings For
Intercom's latest releases, filtered to the ones that change how work reaches your team, with the settings worth changing and numbers to start from.
Published · Updated · Oscar Morrison
What's New in IntercomIntercom CSAT Benchmarks: What’s a Good CSAT Score in 2026?
What is a good CSAT score in Intercom? See practical CSAT benchmarks for support teams, human agents and AI support, plus how to improve yours.
Every Intercom Release in July 2026: The Complete List
All 25 Intercom releases from July 2026, dated and grouped by product area, with a note on which ones actually need you to change a setting.
How to Turn a Customer Support Dashboard Into a Weekly Operating System
Use a weekly operating loop (detect, investigate, decide, assign, and verify) to turn customer support metrics into measurable improvement.
The Anatomy of a Useful Weekly Customer Support Report
Design a weekly report that shows volume, responsiveness, ratings, quality, context, and the one decision your support team should make next.
Published · Updated · Oscar Morrison
Support OperationsWhy Your Support Team Needs a Weekly Quality Review
Weekly support reporting creates a short feedback loop without overreacting to individual tickets. Learn what to review and how to turn it into action.
Published · Updated · Oscar Morrison
Support OperationsCelebrate the Wins: Why Every Support Team Needs a Shared Recognition Channel
Customer support teams track what goes wrong; wins get lost. Here's why every team needs a shared recognition channel in Slack.
Closed Doesn't Mean Resolved: How to Find Customer Problems That Keep Coming Back
First contact resolution can't tell you whether the problem stayed solved. How repeat contacts, reopens, and follow-ups reveal the real outcome.
Published · Updated · Oscar Morrison
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