Intercom - Allow more controls around tasks seen by agents in Intercom.
it would be ideal to have controls around tasks in intercom, with the options to lock visibility of certain tasks and have categories to put tasks in.
Sali Georges
shared this idea
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Alissa Stott
commented
Absolutely agreed! We have a very large number of tasks that capture specific customer segments and work complexity levels. While these are critical to our forecasting & reporting accuracy, they all map to more generic adherence equivalents.
The volume of available statuses is highly confusing to our frontline agents. For a simplified and easy to use experience, we would love the ability to hide all of the tasks that they do not need to use when changing their status, or group them by category to make it easier for agents to locate the correct status, especially since the status dropdown is not currently searchable.