For users that do not have existing Boost or LionDesk accounts there are some additional steps such as setting up their profiles that should be taken.

Agents already receive an overwhelming number of emails, often do not look at helpdesk or won't know to go there. To avoid customer support tickets after the initial sign up, there should be a guide in product to prompt them to fill in any missing information.

Ideally not an intercom notification, as there are already a lot of those