Intercom integration - issues and ideas

Intercom integration - issues and ideas

I'm testing out the intercom integration, but got a list of suggestions:
  1. The subject should be editable before creation
    1. Currently, all the opened tickets come with a default subject 'Intercom conversation with Melvin Caruana', which is completely vague.
    2. This requires the agent to get to Desk to update the subject and all.
  2. Priority:
    1. As per https://help.zoho.com/portal/en/ticket/38803136, all tickets get created with a new small 'medium' priority, which again, should be editable at creation time.
  3. Comments:
    1. The comment sync should be polished, and should not include the HTML tags
  4. When having multipe conversations with the same customer, you are you able to open multiple tickets.
    1. Ex, the conversation 'new again' does not have a ticket, and I dont' have the option to create one
  5. Department:
    1. Can the deparment defaulted? Or select only applicable departments?
      1. Ex. from my List of 4 depts, I want the agents to create tickets only for Support and Sales.