In 2023, I co-led a cross-functional team initiative to build Intercom’s first ticketing system. Historically known as a chat-only platform, Intercom needed a solution to handle complex queries, with the aim of enabling customers to consolidate all their support tools within the Intercom ecosystem as their sole customer service platform. Our goal was to create a ticketing system from the ground up that seamlessly integrated with Intercom’s existing conversation platform. This allowed customers to manage more complex queries while benefiting from Intercom’s full range of features, including AI, reporting, email, assignments, workflows, and messenger functionality. Intercom Tickets is now one of the company’s largest offerings, serving over 20% of our customers and providing a robust solution for larger companies looking to track and manage complex queries, using Intercom as their primary service platform.