Fundamentals for support managers
Fundamentals for support managers tests how to run an Intercom support operation: team structure, workload, SLAs, reporting, and quality.
Core rules
- Configure for accountability. Use teams, inboxes, permissions, office hours, and SLA policies. Assignment rules should match skills and load, not just availability.
- Manage the queue, not just averages. Build views for unassigned, overdue, breaching, and reopened conversations. Backlog and oldest-waiting time often reveal problems that averages hide.
- Track the right metrics. First response time (FRT), time to close, resolution time, CSAT, conversation volume, and Fin resolution rate answer different questions. Pair speed with quality review.
- Use reports and calibration. Review teammate and conversation reports, sample closed conversations, and coach on specific behaviors. Macros and Workflows should remove repeatable work.
- Watch Fin's effect. A rising Fin resolution rate can reduce volume, but only if escalated conversations still reach humans with context.
Worked example
FRT rises from 20 to 45 minutes. The manager filters a view for unassigned conversations and finds 60 waiting in Billing. Root cause: one teammate is on leave and round-robin excludes the overflow team. They add the overflow team, create an invoice macro, and set an SLA alert at 15 minutes. FRT returns to target within three days.
Traps
Optimizing only average handle time; ignoring backlog and reopen rate; comparing teammates on volume alone; and assuming a high Fin resolution rate means quality is good.