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At the moment, it is not possible to merge tickets that originated via email or messenger with tickets created from a phone call.In practice, many of our customers follow up on the same issue across multiple channels. Not being able to consolidate this information into a single ticket makes handling these cases unnecessarily cumbersome and error-prone.We consider this a significant limitation and would strongly appreciate support for merging these tickets across channels.

If you have more than 10 attributes on a ticket, they are visibly restricted to 10 in the Inbox view. However, if you open the ticket in its own view, you will see all maintained attributes. This seems like very poor UI to me. 

Hello! Please consider including Urdu in the list of available languages for HelpCenter and inbox translation features

Does the Teammate Activity report only include the active status using Intercom Desktop or will it also count the active status using the mobile app? How reliable is the mobile app when it comes to data contribution onto the report generated given the limited features on it?

I’ve been trying to get Intercom to work with a JWT, but seems like it doesn’t work on the Android. Our JWT has about 5 mins TTL. I’m refreshing the JWT just before launching the Intercom and, in the background, refreshing the token every 4-5 mins to avoid JWT expiring mid-session. But turns out the SDK on Android does not use the new JWT even if we doIntercom.setUserJwt(refreshedToken) The same thing works on iOS though, just not on Android. Has anyone had any luck with a short lived JWT working on Android or React Native? 

Hi everyone,We are experiencing inconsistent behavior with contacts created through our WhatsApp channel and wanted to check if anyone else has seen something similar.When users start a conversation via WhatsApp, some contacts are created with the phone field populated, while others are created without the phone number.However, in the Intercom UI we consistently see the "WhatsApp number" field populated, even when the phone field is null in the Contact API response.Because of this, we are unable to retrieve the user's phone number via the API.Example Contact API response{ "type": "contact", "id": "69b8334c390fea79a974100c", "external_id": "whatsapp:xpto", "phone": null, "name": "Teste"}Conversation payload{ "type": "conversation", "source": { "type": "whatsapp", "author": { "type": "lead", "id": "69b8334c390fea79a974xxxc", "name": "Teste" } }}In the Intercom UI the WhatsApp number is visible, but it does not seem to be exposed through either the Contact

Hi everyone,I'm trying to implement authentication for the Help Center and ticket portal using JWT, but I'm having trouble finding documentation about what happens after generating the JWT.I already have the JWT generated on my backend, but I can't find clear docs explaining: How to use that JWT to actually log the user into the Help Center How to authenticate them for the ticket/request portal Whether there's a specific endpoint, redirect flow, or client-side method required after obtaining the JWT I also tried following the approach discussed in this community thread, but I couldn't get it to work in my implementation:https://community.intercom.com/settings-security-permissions-22/dynamic-help-center-login-link-11313?tid=11313&fid=22 Most documentation I found explains how to generate the JWT, but not how to complete the login flow with it.Does anyone have: Documentation Example implementations Articles or guides I tried thison how to finish the login process once the JWT

[Edit: I meant to submit this as a feature request idea -- not a question!] Only the most pressing SLA badge is displayed for a ticket/conversation, whether in the table/chat view of the inbox or in the details side panel of a particular ticket/conversation. You can click into each ticket/conversation and hover over the badge in the details side panel to see the status of other active SLAs, but not in table/chat view (hovering there reveals buttons for closing/snoozing instead). You also can’t tell which SLA is breached from the badge alone. This is creating friction for our technical investigations team, which works with SLAs for both resolution time (spans up to several days) AND reply times (only spans up to a few hours). When we’re heavily backlogged, tickets that already have a breached Resolution SLA end up hiding the presence of an upcoming Reply Time SLA.  Team can only see breakdown of all active SLAs via this ticket/conversation-specific hovered viewDoesn’t work when hovering

We have an integration that posts comments to tickets via POST /tickets/{ticket_id}/reply using an admin user. We've noticed that when the ticket is unassigned, Intercom auto-assigns it to our integration's admin. We'd like to undo this by setting assignee_id to "0" via PUT /tickets/{ticket_id}, but this also clears the team_assignee_id -- even though we're not passing team_assignee_id in the request body.Two questions:1. Is there a way to unassign the admin_assignee_id (via assignee_id: "0") without also clearing the team_assignee_id? Our PUT request only includes assignee_id, but the team gets removed as a side effect.2. Is there a way to set team_assignee_id via the API after a ticket has been created? We've tried including it in the PUT /tickets/{ticket_id} request body and get a 200 response, but the team assignment doesn't actually update on the ticket.  We're using API version 2.14. Any guidance would be appreciated.

Our workflows are fully set up in a non‑English language, with auto‑translate turned off. Fin detects the user’s language correctly, and the reply buttons display in the intended language — but the message text itself is being translated into English for the end‑user.From the backend side, the workflow appears completely normal in the language it was created in — the issue occurs only customer‑facing.This issue is currently preventing us from rolling Fin out in all 7 of our support languages, even though we’re very satisfied with Fin’s performance in English so far.Intercom support confirmed our setup is correct and has logged an internal ticket, but priority depends on whether others are affected.Is anyone else experiencing this?Would be great to know if this is impacting other workspaces too.Thanks! 🙏Ticket ID #79157183 

Hey Team,We rely heavily on snoozing as a core part of how we manage high conversation volumes. When there's no pending action on our side, agents are expected to snooze conversations for a few hours so we can keep our views as clean as possible and handle incoming volume more effectively.We also have open conversation limits set per team member and use Balanced assignment — however, one of the challenges we're running into is that agents aren't snoozing consistently. Conversations with no action item on our side are being left open, which blocks Balanced assignment from triggering properly and puts us in a loop of having to manually check that everything is snoozed correctly.Do you have any ideas on how we can address this without requiring a manual action from the agent each time? We're considering leaning more into the Idle status or exploring other options, but would love to hear what's worked for others.On a related note — how do you handle inactive customers? Do you send a follow

You already have “Teammate assigned when action performed” in which this will tell us rep assigned for the reopen action.I would suggest to also add the assigned rep prior to reopen, this will help us identify reps that did not deliver full resolution and will be eligible for uptraining or any knowledge improvement to help the team

We're experiencing an issue with iOS SDK where AI agent responses are not immediately visible in the chat interface. When a user sends a question and the agent responds right away, the message doesn't appear on screen unless the user navigates back to the dashboard and returns to the chat. This same issue previously occurred in the Android SDK but was resolved with a version update. I attached a video of it. We are using 19.4.1 swift package version.

Hi Intercom team,I’m integrating @intercom/intercom-react-native into a React Native 0.81.4 + Expo (prebuild) Android app, and I’m seeing an issue where new messages are not delivered while the Intercom conversation screen is open. They only appear after I navigate away and come back.What I’m seeingI open the Intercom Messenger from my app (using Intercom.present()). I start a conversation and stay on that conversation screen. From the Intercom workspace, I send a reply to that user. Nothing appears in the conversation UI while I stay on this screen. If I: go back to the previous screen and reopen the Messenger, or sometimes background and foreground the app then I suddenly see the new messages. So it looks like the real-time updates / polling are not happening while the conversation screen is active.Setup detailsReact Native: 0.81.4 Expo: managed workflow with expo prebuild Library: @intercom/intercom-react-native 9.8.0 Platform: tested on Android (real device)Region: USapp.json plu

How to check Dubai Fines?In order, to check your Dubai traffics fine follow the below provided step-by-step guide.Method 1: EVG Fine CheckVisit the official EVG fine check website. Select the option which is more easiest for you. Choose you emirate. Enter the required information and click on the “Search” button. Now you will be able to see your fine.Method 2: RTA Fine CheckVisit the official RTA Fine check website. Click on “Check your fines: option. Choose the “search type.” Enter  the required information and click on “Check/Search” button.Note: This easy-to-follow guide is designed to help you quickly and accurately check your UAE fines whenever needed.

Two issues specific to android:Issue building with expo 55, any version greater than 9.6.3 fails the prebuild step with:- Creating native directory (./android)✔ Created native directory- Updating package.json✔ Updated package.json | no changes- Running prebuild✖ Prebuild failedTypeError: [android.manifest]: withAndroidManifestBaseMod: f.action?.some is not a functionTypeError: [android.manifest]: withAndroidManifestBaseMod: f.action?.some is not a function at /home/expo/workingdir/build/node_modules/@intercom/intercom-react-native/lib/commonjs/expo-plugins/withAndroidPushNotifications.js:96:149 at Array.some (<anonymous>) at /home/expo/workingdir/build/node_modules/@intercom/intercom-react-native/lib/commonjs/expo-plugins/withAndroidPushNotifications.js:96:129 at Array.some (<anonymous>) at /home/expo/workingdir/build/node_modules/@intercom/intercom-react-native/lib/commonjs/expo-plugins/withAndroidPushNotifications.js:96:58 at action (/home/expo/workingdi

We are currently attempting to test deployment of Fin for Zendesk Messaging and are encountering some issues where the Zendesk messaging widget is blank. We have tried multiple audience configurations with no luck.Why is the widget blank despite seemingly meeting the audience conditions and the deployment of Fin being live? Example of a conversation log in Fin of this:   When someone does not match the audience for Fin, shouldn’t they still experience the Zendesk Messenger/AI Bot or are they completely locked out of any messaging experience?

There is a vulnerability not fixed even in latest Intercom Android SDK 17.4.2:org.msgpack:msgpack-core should be 0.9.11 or greater|    +--- io.intercom.android:intercom-sdk-base:17.4.2|    |    +--- io.ably:ably-android:1.5.0|    |    |    +--- io.ably:network-client-okhttp:1.5.0|    |    |    |    +--- io.ably:network-client-core:1.5.0|    |    |    |    \--- com.squareup.okhttp3:okhttp:4.12.0 (*)|    |    |    +--- org.msgpack:msgpack-core:0.8.11Could you please update io.ably:ably-android to latest 1.6.1 to see if it fixes the vulnerability?Thanks!More Infoorg.msgpack:msgpack-core(Maven)< 0.9.110.9.11SummaryAffected Components:org.msgpack.core.MessageUnpacker.readPayload()org.msgpack.core.MessageUnpacker.unpackValue()org.msgpack.value.ExtensionValue.getData()A denial-of-service vulnerability exists in MessagePack for Java when deserializing .msgpack files containing EXT32 objects with attacker-controlled payload lengths. While MessagePack-Java parses extension headers lazily, it