The IT team at Intercom has adopted a unique approach to managing support requests, leveraging the company's own product, Intercom Messenger, instead of traditional enterprise-level ticketing systems. This shift enables faster response times, reduced frustration, and improved engagement with colleagues. The use of emojis and GIFs adds a personal touch to conversations, while powerful tagging and reporting tools facilitate efficient triage and organization of issues. By adopting this approach, the IT team focuses on building strong relationships with both customers and colleagues, recognizing that making personal connections is key to delivering exceptional support.