5 May, 2025

Tickets

Now also for Intercom users!

We now also ingest all your conversation assets (i.e. attachments and in-body photos) so you don't have to juggle back and forth between Intryc and Intercom during evaluation.

For tickets which represent calls and have transcriptions, we keep the audio call at the top so you can easily scroll through the transcription and pause/play the audio file.

User management

You can now duplicate user group. If you duplicate groups you've imported from your help desk, you will be able to fully edit them.

This allows you to have Intryc-specific group variations that might be very similar to your help desk groups.

Workloads

When configuring workloads, you now have the option to include tickets that might have already been evaluated but for agents other than the default reviewee of the current workload.

Example: If you have a workload for evaluating first responders and another one for evlauating the most active agents, tickets that have multiple agents will be selected across both workloads

We've also made a fix on the number of available tickets when selecting empty sampling rules for a workload.

Evaluations

Small fix to add the "In progress" badge for uncompleted evaluations on the ticket details page.