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Conversations in Intercom are perfect for resolving simple customer queries and when it comes to things that are more complex and take longer to resolve you can use tickets. There are three categories of tickets in Intercom: customer, back office and tracker. Lets start with customer tickets. Lets say a customer docHubes out about an insurance claim, something you know cant be solved quickly. You can turn this conversation into a ticket in just a few clicks. To capture necessary details up front and stay on top of its progress. And whenever your team makes an update, customers get notified in the Messenger and by email. Okay so customer tickets are perfect for basic async requests. Next lets look at using tickets to loop in a back office team. Lets say a customer docHubes out about a refund request which you cant resolve on your own. You can easily loop in the finance team using a back office ticket. This essentially creates a task for a non-customer f