Connector Improvement: Ticket Field on Conversations
Answered
Looking at https://developers.intercom.com/docs/references/rest-api/api.intercom.io/Conversations/retrieveConversation/, it looks like a `ticket` key/field/parameter is returned in the JSON at the Conversation endpoint.
Intercom has confirmed the conversations endpoint also returns tickets and could be used to bifurcate conversations and tickets when modeling this data.
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Official comment
Hi Randall,
Sadie from the Product Management team here. Thanks for submitting this request. Could you share a little bit more about what you hope to achieve by bifurcating this data? What additional analytical questions would you be able to answer about tickets that you cannot answer now using data in the ticket tables?
Best,
Sadie
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Hi Sadie,
Maybe bifurcate was the wrong word to use here. Given that tickets are essentially conversations, I think we're missing a piece of the puzzle here. It's also helpful to note tickets can also be standalone / without a conversation.
Without the ticket field in the conversations table, we cannot answer things like what's the volume of standalone tickets? What's the subject of standalone tickets? etc. Moreover, intercom reporting in their platform does not include tickets. This is making it hard for execs trust the data as there's essentially 2 sources of truth here: Intercom reporting and warehouse/BI reporting.
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