Fundamentals for support managers
In this course, we've covered practical tips and best practices straight from experienced support leaders. Now you know how to get started and reflect on your setup. Now you can use what you've learned to fit your unique team and goals.
What you've learned
Invite your team and teammates.
Manage their roles, permissions and teams.
Understand workload management, and set up your profile and notification settings.
Schedule, reassign, allocate head count and react to events.
Organize your inbox by Views to make sure you stay updated on what matters most.
Set up inbox efficiency features like macros, and set up tags and conversation data attributes to capture valuable conversation information.
Apply the best practices from our support leaders on how to train your team and set a standard for their support.
Now you have the tools and insights to build an efficient, high-performing support team and make the most of Intercom’s powerful features.
Skills / Knowledge
- Team performance metrics
- Workspace settings
- Permissions
- Macros
- Inbox views
- Teammate settings
- Workload management
- Conversation data
- Ticket management
- Using the inbox
- Training your team
- Importing data to Intercom
- Connecting channels to Intercom