Knowledge

Can I get draft versions of the published articles via Intercom API?

When I request my articles from Intercom APIFor the published articles I get just the public version of the article, whatever this article was edited and saved as a draft It's a way to get the public version of the article and also the last edited version of the article?

Feature Requests and Roadmap for Articles

Hi folks We use Articles as our help centre, and for the most part, it does the job. It also has the benefit of being useable in Messenger etc. We do however keep running into shortcomings and hoping that either there is a roadmap we can refer, or someone may know the likelihood of the following feature requests: Customise look at feel of help centre with CSS Log in directly to the help centre to "authenticate" users, without having to load Intercom in your app first. More options in the editor, such as better tables, markdown support, images from links, and generally more formatting options. Security for an entire collection, not just article by article. Syntax highlighting in code blocks. Customisation of the "You can try sending us a message or logging in at <x>" message. I have more in mind, but this is a good start. We are trying to work out if Intercom is going invest in Articles and bring it up to scratch with the other products, or whether we need to look elsewhere. Thanks in a

How you are translating articles, and copying content for translating?

How are y’all translating your articles? We just launched a Korean brand, and need our help center translated. I spent some time looking in the new “Knowledge” area, and was very disappointed in the lack of “Copy content to” options, or just duplicating all of the english content into the KR translation as a starting point. Even copy-and-pasting from the backend knowledge area was not usable and scalable for the help center. Am I missing something, or is it really this difficult to copy existing article content into a translation to be translated?

I am getting 403 errors in semrush

Hello When I audit my help center site with custom domain, I am getting too much 403 errors. I guessed it was robots.txt issues. But I couldn’t edit robots.txt in my help site in intercom. How can I edit robots.txt? or how can I fix these 403 issues? Please help me. Thanks.

I would like to be able to insert an interactive flowchart into a help centre article. User would click on a series of graphics or text snippets to follow a path ending with the correct help centre article. E.g. Which product do you have?A, B, C, D What do you want to do?A or B » correct article displayed

custom subpath for the Help Center

Have anyone successfully created a custom subpath for the Help Center? I would like to make my Help Center available on our main domain www.oursite.com/help, but despite every setting, it only shows “Not found” error message. Intercom Support team has no clue...

The article page needs to support full markdown syntax

The article page needs to support full markdown syntax because without it, all articles copied from markdown become very messy, requiring every line to be adjusted, which is very labor-intensive. Therefore, support for full markdown syntax is needed. This should not be a very complex task, and we hope it can be supported. We have hundreds of articles that need to be uploaded, and this is too exhausting.

Webdam integration

I would love an integration between Intercom Knowledge and Bynder Webdam. This would mean Fin could search PDFs published in Webdam and use these to provide meaningful answers. An integration would save me having to manually upload PDF documents into Intercom each time I publish something (a lot of duplicated effort). I see that there is already an option to synch info to Knowledge from Box so it seems it would be possible.

Broken Help Article Link Monitoring

Does anyone use a third-party tool to monitor link health in your help articles and flag broken/404 errors? I tried Docs Fresh but haven’t been able to get in touch with them about pricing. Curious if there are other tools you’ve had success with. Thank you!

Self Service Ratio Report

Hey friends! Has anyone created a report to track your self service ratio? If so, would you share how? Also, is anyone exporting info via API to calculate things like views per article? Best, Malachi

Backdate articles on Newsfeed

I’d love to know if we can backdate news items. We’re going to migrate a bunch of news articles over from Pendo. Will they all look like they shipped on the same day, or can we make it look like they came out when they came out?

Is it possible to restrict Articles to Google or alternate external IdP users?

I understand that I can change article access to only Users. This is great, but users can’t view the articles unless they search for the article via the messenger in-app. I’d like to be able to keep our knowledge base private, but be able to send a link to a user. Am i misunderstanding how this works? If not, is it possible to add a SAML app or something to authenticate users via Google Workspace? Thanks!

Can I embed a video in a link that starts at a particular timestamp?

I want to embed a video link so that the video starts at a particular time (half way through the video). The video is published on Vimeo, but when I try and add a timestamp to the embed code (e.g. #t=1m53s), Intercom strips it out. Is this not supported?

Help Centre article format structure

Any thoughts, advice appreciated!Using Intercom for our Help Center and wondering what is the best format structure in terms of AI and LLM’s. We currently start each article with a “summary” and “why its helpful” in a callout box but am thinking this style, particularly the colourful callout box does not add a lot of value to humans or AI responses and it looks a little messy. Are H1, 2, 3 headers better than callout boxes? When would you use callout boxes? Thanks !

When you sync documentation from Confluence to Intercom, it only grabs pages in the main folder but not pages from the subfolders. To keep documentation organised, it would be great if you can sync also documents stored in subfolders.

Is there a way to see article URLs before publishing? Or to set up crosslinking with relative URLs?

Hi! I’m builfing out a 100-article or so help center, and I’d love to add crosslinking as I stage the articles. The only issue is that I don’t know what the URLs will ultimately be -- either the stem URL or what ID number Intercom will add to the end of the URL. Maybe I just answered my own question, but is there a way to know what the URL will be before publishing -- and to pre-empt any potential changes on my end, can I use relative URLs?

Redirects and Canonicals help, SEO Site audit

I conducted a site audit of my Help Centre and it returned a lot of redirects and 403s. The 403s I was able to fix. But the redirects and canonicals, I don’t know how to fix. Any help is appreciated.

How to deactivate the message (inbox) conversations from my widget?

I wanna use the intercom widget only for knowledge base, with our articles, but I would like to turn off the option to talk or send a message to my inbox on my widget. According with setup customize doc there is a note that says: Note: “Messages” is a permanent space in the Messenger and can’t be turned off. So, is there any other way that I can only show my articles without chat option?

Is there a way to add SEO meta description to main Help Center page?

Our Help Center home page is https://help.ziflow.com/en/p> The meta description tag is empty:

Not able to accessing Help Center Article in new domain

We have one website “a.com”. Whenever, a user click on specific text on a.com, it redirect to help.a.com where help center article are showing. Now our main domain is changed from a.com to b.c.d.net . So whenever user click on the same specific text in the new domain, it redirect to help.a.com but help center article are not showing. To my understanding, this issue occured due to session cookie not set because of changed in the domain, ie, b.c.d.net Can someone guide what should be the best and quickest way to resolve this issue?

CSV Glossary File

Where can I upload a CSV glossary file? Thank you,MM

Get to Know SDK language

Hii I know Intercom providing support for React native, Android and IOS. So I want to know in which language SDK is written for all of 3. Can anyone help me?

Bots skewing article engagement

The last two weeks our help centre articles have increased in views by 500%...this is for our public articles that can be viewed by anyone. I have a feeling this is mostly from bots rather than real people. Does anyone have any solutions for how to block bots from being included in our article views and user metrics?

Is it possible to add keywords or hashtags into Help Center articles? (more visibility)

Hi! I would like to know if it's possible to add some keywords or hashtags within Help Center articles that they can be found more easily. I'd be happy to hear any other trick to increase the visibility and efficiency of articles in the way that they are found. Thanks in advance! J.

Any ideas on how to categorize articles across categories (e.g. like a user-visible tag)

I need a way to categorize articles across the sections/categories that they’re in in the help centre. Article tags are only visible and usable in the Intercom back end, not by users accessing articles. To help explain what I mean, imagine that you have a help centre that has articles on cooking and food preparation. You might have help center collections like “Preparing ingredients”, “Cooking with oil” or “Plate Presentation” and within those, you have some articles that are relevant for only meat-based food, for Kosher or Halal food, for vegetarian food, etc., and some that that are applicable to more than one category/all categories. How might you allow your users to search across the help centre for all articles related to vegetarian food, regardless of where in the help center the article is? I don’t think that there’s a built-in feature that will allow this in Intercom, but if anyone has achieved something similar with a work around, I’d love to hear it!