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Article Help Center

Scale your support and answer questions faster with your Intercom Help Center

  • 385 Topics
  • 1,151 Replies
385 Topics
J
Jacob FNew Participant
asked in Article Help Center
Why can't I sort by Tags and search for an article simultaneously?

I feel as if not too long ago, I was able to filter my article by tags and search for a keyword. When I searched for the keyword, it would only bring up the articles that correspond with the tag I filtered for.  Now when I search for an article, I don't have the option to filter by tag. I can either sort all my articles by tag or search for an article by keyword. Anybody experiencing the same thing?

103
A
Employee
2 years ago
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User1260New Participant
asked in Article Help Center
Is it possible to embed an image inside a paragraph? If so, how?

Is it possible to embed an image inside a paragraph? If so, how?

1792
U
2 years ago
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User1232New Participant
asked in Article Help Center
links to articles outside of our platform

I want to be able to send links of our Intercom Help Articles by attaching them in the body of an email to an external person. The problem is they have to have access to our platform first before the link will provide them with the article. Isn't there a way to send a help article without granting someone access to our product where our help desk lives? Like straight from intercom itself and not the solution we've linked Intercom to?

2271
L
Employee
2 years ago
S
shiblyNew Participant
asked in Article Help Center
How do i turn on auto correct on intercome

How do i turn on auto correct on intercome

1171
A
Innovator ✨
2 years ago
K
Katie N11New Participant
asked in Article Help Center
Can I collect emails from a landing page and add them to intercom mailing list?

We are looking to collect emails from a landing page whilst we complete the main website. Are we able to collect those emails to add to our Intercom mailing list?

1311
A
Employee
2 years ago
M
Meghan JNew Participant
asked in Article Help Center
Articles are not showing in Messenger.

The user can see the article title, but when selected, the article screen goes blank. I have checked article and messenger settings to make sure everything is set up correctly. What am I missing?

2223
Kevin Bendixen
Top Expert ✨
2 years ago
T
Timothy RNew Participant
asked in Article Help Center
How can I show the heirarchy of my collections on every page of my Articles?

Navigating around our Intercom Articles is not easy, finding what you're looking for is mostly predicated on the search bar bringing the right article to the front. We'd like to show the organization and natural hierarchy of our Collections and Articles to users as they browse our support docs. Seeing this in a side menu is very common in Knowledge Management systems like Gitbook or Archbee or tools like Notion or ClickUp (see an example below).  Is there anyway that I could visually show users how our docs are organized so they can navigate it easier? Could this be done in Intercom or through the App Marketplace?

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B
2 years ago
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User852New Participant
posted in Article Help Center
Hi everyone, I'm trying to find a workaround for the next use case:

Hi everyone, I'm trying to find a workaround for the next use case:I need to collect feedback on why a customer didn't like a help center article. So if they responded :'( or :I to the inserted survey, we can ask them WHY it wasn't useful.I don't want to trigger a chat.

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U
2 years ago
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SudhaNew Participant
asked in Article Help Center
Is it possible to see the answer right below the title of the article instead of having to click into the article?

Is it possible to see the answer right below the title of the article instead of having to click into the article?

41
Brent
Super User ✨
2 years ago
L
LaMintActive User
asked in Article Help Center
Is there a way to see articles in mobile view when editing?

Is there a way to see articles in Mobile format while editing in the backend? i.e. I don't want to login to my HC on my mobile phone, I want to see the formatting etc before publishing in the article editor, in mobile format.

51
L
Employee
2 years ago
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User1761New Participant
asked in Article Help Center
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?

471
A
Employee
2 years ago
M
Michael G14New Participant
asked in Article Help Center
How can I target articles by region?

How can i target articles by region? Do users need to be logged in to target them by region? We have set up custom domains for articles, including SSL. As per https://developers.intercom.com/installing-intercom/docs/set-up-your-custom-domain#section-how-to-configure-ssl-with-aws When we try to target articles to regions it seems to work for users already logged in but the article does not show up for users from that region if not logged in (or as they go to log in).  We can see the filtering does something... note the figure of 11,376 people who can see it.  But if we vpn to that region as a user from that region we cannot view the article. By resetting/removing the targeting/filter (to be "Everyone can view") we can view the article.  We want to be able to target articles by region, not just whether they are logged in currently. What is the best way to target articles by region?

1471
A
Employee
2 years ago
T
Thomas S11New Participant
asked in Article Help Center
Can we change the redirections on the articles?

On our help center we have articles that have been rewritten and changed url, the link of the old articles is still available on some sites. The link of the old articles redirects to the new one. The problem is that on some links we end up with 4 redirects before reaching the right page. Is it possible to change this behavior?Exemple : https://docs.wooclap.com/faq-en/1-getting-started/do-the-participants-have-to-create-an-account/p> Screen of redirections :

1221
Kevin Bendixen
Top Expert ✨
2 years ago
C
Cameron HNew Participant
asked in Article Help Center
How to configure SSL for you Articles Help Center custom domain using Google Cloud

The developer docs explain how to set up SSL for a Help Center using Cloudflare or AWS (CloudFront). However, we really wanted to use Google Cloud for this since the rest of our product (GQueues) is built on that platform. We couldn’t find any documentation on how to do this so I spent a few days diving deep and figuring this out. The process is rather involved, so I decided to write up all the steps in a blog post in case anyone else is setting up SSL for their Help Center and also wants to use Google Cloud. Here it is, with all the details explained:https://www.gqueues.com/blog/how-to-configure-ssl-for-your-intercom-help-center-custom-domain-with-google-cloud Hopefully this saves you some time! And if you get stuck on any step, feel free to reply – I’m happy to help troubleshoot 😀   

1743
C
2 years ago
L
LexNew Participant
asked in Article Help Center
How do I use Article button without a URL to launch a Custom Bot (from a button)?

I want customers to click a button in an Intercom Article and for the custom bot to launch. Currently, if I create a button within an Intercom article e.g. CLICK HERE TO REGISTER INTEREST, it forces me to enter a URL. When the article is live and in testing, when I click the button, the bot launches, but it also takes me to wherever the URL leads (or refreshes the page if using current page URL) and makes the Intercom Widget transparent and loses its formatting.  Any ideas?

1211
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Employee
2 years ago
S
Susan BNew Participant
asked in Article Help Center
Is there a report that shows all searches being made in our Help Center?

The Articles report shows "Opportunities" (search terms with no results), but we would like to see all searches, including what results (if any) were returned. This would help us understand better how our Help Center is being used, what topics are most important to our users, and whether our articles adequately address the searched topics. Do you provide a way to get this information?

626
O
2 years ago
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User892Active User
asked in Article Help Center
How do I get around the LinkedIn auth wall when linking from the Help Center?

LinkedIn link in the Help Center footer hits a LinkedIn auth wall. Any tips on how to get around that?

5812
U
2 years ago
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Brian NActive User
asked in Article Help Center
How do I insert a PDF in an article and then add it to a collection that only specific users can see?

I'd like to insert some PDFs into an article in my Help Center (and create a new collection with these articles for specific users on our site) - is it possible?

31813
Kevin Bendixen
Top Expert ✨
2 years ago
J
Julie C11New Participant
asked in Article Help Center
Is there a way to customize the Help Center logo based on the language?

My company's logo is different in each language bceause it includes text. I can only upload one logo for my help centre. Is there a workaround to display a different logo image for each language? I suspect the answer is NO and if so, can this be added as a new feature enhancement! Thx :-)

81
Kevin Bendixen
Top Expert ✨
2 years ago
K
Ken RNew Participant
asked in Article Help Center
Is there a setting to control the length of help center article and collection descriptions?

When creating collections and articles in Intercom, the description areas have a very limited amount of characters they will take or show. They work like so:The description area at the top of an article only allows 100 characters, and shows them all.The description area at the top of a collection lets you put in as many characters as you want, but will only show about the first 80 characters. As you enter the characters there is no word wrapping.I would love to have a lot more characters be allowed to be entered and shown. Is there anyway to:Change the number of characters one can enter in the article description and have the text wrap? Up to 600 characters would be great.Change the number of characters one can enter in the collection description and have the text wrap? Up to 600 characters would be great. I'm not finding anywhere this can be changed, but I'm wondering if I'm just missing it?

1403
K
2 years ago
M
Matt O12New Participant
asked in Article Help Center
Why is my Help Center custom domain not working?

I have setup CNAME details and everything correctly for showing Knowledge Base on my custom domain. When I load the page, I see my logo in browser but page is white with text on 'Not found': Why do I see this?

2888
Eric Fitz
Employee
2 years ago
U
User2249New Participant
asked in Article Help Center
What is an efficient way to organize your Help Center?

Hey there! We have quite a lot of articles in our help center and I have been tasked with organizing them in a way that makes it easier for my team and our customers to find relevant articles. I made a Google sheet and plan to list all the articles (separated by collection) and then determine if they need a new title/subtitle to ensure they have the correct key words included. I am wondering if anyone out there has had to take on a project like this and if you have any advice or suggestions for a more efficient way. Thanks!

182
U
2 years ago
F
FransNew Participant
asked in Article Help Center
Is there any way to preserve white space in code blocks?

I've created a bunch of code blocks in my help article with carefully formatted whitespace. When I save the article the whitespace is stripped. I'm talking specifically about whitespace to the left of content. This: " some-command"Becomes:some-command I had to quote the first example because the help center does the same snipping...When I edit the article the whitespace is back! How can I keep it in place for viewers of the article?

221
A
Employee
2 years ago
I
Inter C12New Participant
asked in Article Help Center
How can I add a table to an article?

How can I put a table in the body of my article?

29012
Eric Fitz
Employee
2 years ago
B
Brett ENew Participant
asked in Article Help Center
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 CSSLog 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 e

3174
I
2 years ago
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