Fin 4 shipped on October 7: Apex 2.0, Human in the Loop, Skills, and a bigger Operator. What each one is, which you can use today, and the settings to decide before you turn them on.
Published · Updated · Oscar Morrison
What's New in IntercomResolution time usually measures when a conversation closed, not when the problem was solved. How to calculate it and stop early closes from winning.
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.
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.
Repeat contact rate measures how often customers come back about the same problem. The formula, the time-window trap, and how to avoid false positives.
Published · Updated · Tahnee Saunders
Metrics & MeasurementCompare eight QA options for Intercom teams, from native Scorecards and Monitors to Supportman, enterprise suites, manual reviews, and custom builds.
Published · Updated · Tahnee Saunders
Support OperationsIntercom'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 IntercomAll 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.
Use a weekly operating loop (detect, investigate, decide, assign, and verify) to turn customer support metrics into measurable improvement.
Build a balanced support dashboard with volume, responsiveness, resolution, surveyed CSAT, response rate, satisfaction coverage, QA, and DSAT.
Off-policy requests in Intercom: how to get manager approval without leaving the inbox or losing customer context.
A step-by-step guide to requesting approvals from the Intercom inbox, deciding in Slack, and keeping a clear record of who approved what and why.
Published · Updated · Tahnee Saunders
Supportman FeaturesA support decision audit trail keeps every approval and reason retrievable, not buried in Slack DMs. What to capture and how to build one.
A refund approval workflow routes exceptions to a manager, captures the reason, and stores the record. How to build one your finance team can trust.
Telling agents to use their judgment produces inconsistent refunds and anxious agents. A real policy needs a threshold, an exception path, and a record.
The shoulder-tap approval feels fast. Measured over months, it leaks manager time, makes decisions inconsistent, and leaves no record. The real cost.
Most refund, credit, and exception decisions happen in a DM with no record. What a real support approval process needs and how to build one in Intercom.
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 OperationsTeam reports diagnose systems. Agent reports support individual development. Learn how to use both without turning support metrics into an unfair ranking.
Published · Updated · Augist McCarthy
Support OperationsWeekly 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 OperationsLearn how to classify DSAT by agent, product, policy, process, tooling, and customer factors, then turn negative ratings into measurable fixes.
A practical DSAT recovery workflow: detect the rating, review context, acknowledge impact, take ownership, resolve the issue, and capture the root cause.
Published · Updated · Tahnee Saunders
Feedback & SurveysAutomated support QA needs a custom rubric, human calibration set, attribute-level agreement checks, confidence thresholds, and an appeal process.
Published · Updated · Augist McCarthy
Support OperationsCSAT tells you how respondents felt. A support QA rubric explains why. Learn the five dimensions that make conversation quality measurable.
Create a fair, specific customer-support QA rubric with weighted attributes, observable criteria, real examples, and a repeatable calibration process.
Published · Updated · Tahnee Saunders
Support OperationsSupport operations owns tooling, routing, QA, and reporting. What the function does, when to hire for it, and the first projects that pay off.
Published · Updated · Josh Spilker
Support OperationsSeventeen customer service job titles used in SaaS and tech, grouped by Intercom team size, with the work each title actually owns and when to split a role.
Published · Updated · Josh Spilker
FoundationsStructure an Intercom help center around customer jobs: collections, article titles, and a weekly loop from DSAT and reopens into the docs.
Published · Updated · Sam Jones
Tools & IntegrationsHelp center examples: 9 of the best, and what makes each work, to inspire self-service that deflects tickets and delights customers.
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
FoundationsSupport documentation done right helps customers and agents alike. Get ten expert tips for writing docs your team will actually use.
Support team documentation keeps answers accurate and fast. Explore the six major types of customer service documentation every team needs.