Our biggest new features for 2022: a next-gen inbox, our most powerful Messenger yet, and the introduction of tickets

2022 has been a year for books, with major changes and uncertainties across all industries.

Through it all, we've focused on creating compelling features for our customers. Today we're focusing on something a little more positive with our roundup of the biggest and best of what we've created for you this year. .

Below are the highlights of what we've built for you in 2022, but there's so much more to see. Read some of our previous "Designed for You" articles to learn more about features like two-way SMS, tooltips, and dynamic content.

Introducing our most customizable Messenger yet

This October, we were thrilled to introduce our sleekest and most powerful Messenger yet: the only fully customizable Messenger that you can truly personalize, optimizing the experience for your team and your customers throughout their journey. With a modern and flexible no-code design, you can help and engage customers with speed, ease, and versatility.

"We use Intercom to power our communications with customers, from generating payment conversions to ongoing customer engagement and providing personalized support. We are delighted to be able to fully customize Messenger to match the look and feel of our brand, which will have a huge impact on delivering a consistent and personalized experience to meet our customers' needs and grow our business.”– Geronimo Chala, Chief Consumer Officer at Rebag

Configure your messaging in a way that anticipates and best meets the needs of your users. Choose the messaging style you want and add relevant tabs to showcase personalized content and give customers the support they need, when they need it. Proactively support your customers before they need to contact your team by sharing product, event and company announcements in Messenger's new News section. Personalize the Messenger by branding it to look like an extension of your product, matching fonts, colors, layout, and more. We've also added full-size or compact options to better fit your product.

Dive deeper into our all-new Messenger and see how it can take your customer service experience to the next level.

Tickets: a new way to use Intercom

This year, we launched the only messenger-focused ticketing solution on the market, so you can provide personal and contextual resolutions to any type of customer query within Intercom. From self-service queries to complex customer requests, your organization's teams can collaborate without switching tools in a next-generation help desk solution designed for efficiency and speed.

Tickets have been one of the most common requests from our customers. But existing ticketing systems are often slow, seem disjointed, and provide an opaque experience for customers, who often don't know what's going on with their queries.

At Intercom, we believe customer service is fundamentally changing, and we're building a product that fits the modern support landscape. It means reinventing the way things have always been done and reshaping familiar support tools to fit a world where every business is an online business. That's exactly what we wanted to do with our new ticketing product: take a fresh perspective on the long-established ticketing system.