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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
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SuelenNew Participant
asked in Article Help Center
Is it possible to recover a deleted article?

Is it possible to recover a deleted article?

3282
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Top Expert ✨
3 years ago
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User619New Participant
asked in Article Help Center
If I enable Automatically close unresponsive conversations using rules, will it trigger a survey?

If I enable Automatically close unresponsive conversations using rules, will it trigger a survey?

781
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Top Expert ✨
3 years ago
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User607New Participant
asked in Article Help Center
Is anyone using Articles for API documentation?

Hi, I’d love to have product and API documentation in a single place but the Articles features seems to be unfitting for API documentation. I was wondering if someone has been able to do this successfully.Thanks.

151
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Top Expert ✨
3 years ago
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User1076New Participant
asked in Article Help Center
Can I keep my old help desk URL when migrating to Articles?

Hello, we are about to migrate our help desk to Intercom Articles. The current URL structure is: https://support.mycompany.com/hc/en-us/articles/id-articlet-title When I setup the Help Desk URL on Intercom, the result is: https://support.mycompany.com/en/articles/id-articlet-title Is it possible to keep the old URL? We have tons of links shared everywhere and are not willing to mess that up.  Thanks!

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U
3 years ago
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Chris A11New Participant
asked in Article Help Center
Is there a way to add a custom header navigation bar at the top of the HC, to replace the default header?

I'd love to create a unified header navigation experience across some of our web properties (HC, Academy, Community), so it feels more seamless for customers when moving between properties.

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C
3 years ago
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Shraddha ANew Participant
asked in Article Help Center
Change default page limit for articles UI?

Hi, I want to test pagination of articles through the articles UI and want to change the default limit (the API docs say its 50 per page right now) to 20? Is there a way to do so in the UI?  

201
Eric Fitz
Employee
3 years ago
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Shraddha ANew Participant
asked in Article Help Center
How can I find the Help Center section ID?

How can we get the section ID of Help Center from the UI?If I use the list all articles api, for any given article if "parent_type" is section, what does "parent_id" signifies? Can I find that id in the UI? Thanks in advance!

403
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3 years ago
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Shraddha ANew Participant
asked in Article Help Center
How can I find the Help Center collection ID?

How can we get the collection ID of Help Center from the UI?I want to use the retrieve collection API and need the collection id for it?

1812
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3 years ago
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UgoConnector
asked in Article Help Center
Has anyone ever tried to create a custom Help Center?

I want to make a custom version of the Help Center because Intercom's doesn't suit my needs, but the problem we're facing is that Intercom's article API doesn't allow for query parameters, making it way harder than it should for us to enable a search functionality. Has anyone been able to overcome this?

295
Eric Fitz
Employee
3 years ago
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Jonas S12New Participant
asked in Article Help Center
Is there a way to replace pictures used in multiple articles centrally?

We use quite a few pictures and GIFs in our Help Center. A single picture is often used in multiple articles.Since we release new features and adaptions regularly, we always have to go through all articles and replace the pictures used. The update process is becoming a real pain.  Is there any way to have a central registry for pictures/GIFs? We would love to replace pictures/GIFs used in multiple articles centrally!

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3 years ago
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Matt A11New Participant
asked in Article Help Center
Why is the Smart Suggestions task bot not working?

Hi there... how do I get suggested help to work? It is turned on ... but when a user asks a question for which an article exists.. the article is not suggested!

808
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3 years ago
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User667Active User
asked in Article Help Center
Why did my MailChimp import change my leads to users?

When I imported people from MailChimp I tried to designate them as "leads" but they've all come in as "users." Can I change them from Users to Leads? Or is it even important? I've understood users to be "subscribers" to my app where we have both paid members and their guests (who don't pay). I've understood leads to be others whose email we have (perhaps because they've signed up for a newsletter or asked to be updated.)  My question is this: When I imported people from MailChimp I tried to designate them as "leads" but they've all come in as "users." Can I change them from Users to Leads? Or is it even important?  Most articles in my Help Center are restricted to Users and leads (but not visitors) other than that there aren't many constraints between the two at least as far as Intercom is concerned. My app makes a clear distinction, but we manage that through the authentication and features offered. (We also

136
U
3 years ago
E
ErneConnector
asked in Article Help Center
What are best practices in aggregating questions asked after reading a help article via automation?

Is there a way to create a conversation topic to collect conversations that came from our help articles? Or, is there a way using another automation to update a conversation data field which then could be added to conversation topic? I just built a Current Page URL -> Conversation Tag automation, but it doesn't tag past conversations, so I'd like to figure out how to use the conversation topics to aggregate these if it's possible.   I built a conversation topic that searches for the message "sorry that didn't have the answer you needed If you'd like, you can ask the team for help" since that's what the bot sends, but it only picks up that phrase in rare instances when someone replies via email to this message, as then the bot message is contained within their message... (I guess the bot is not a teammate so it doesn't pick this up when it's presented in the chat from the Sad Face at the bottom of each article). The problem I'm trying to

234
Kevin Bendixen
Top Expert ✨
3 years ago
A
Aya NNew Participant
asked in Article Help Center
Can I add a link to an article from a chat message?

Trying to edit a welcome message in the chat that would have links to most useful articles. The + sign only shows how to add links to external sources.

3823
Kevin Bendixen
Top Expert ✨
3 years ago
L
Liz ANew Participant
asked in Article Help Center
Are there any other user permission settings to create a workflow that would allow a review and approval phase before publishing?

Are there any other user permission settings to create a workflow that would allow a review and approval phase before publishing?

697
A
3 years ago
A
Aya NNew Participant
asked in Article Help Center
How can I link a collection from the chat?

How can I link a collection from the chat?

823
Kevin Bendixen
Top Expert ✨
3 years ago
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Stephen ZNew Participant
asked in Article Help Center
What is the best way to include screenshots and images in my articles?

Oftentimes, my images are too big. As in, when I insert a screenshot from my phone, the article displays it matching the width of the screen. The result is that the images are blown up, look too big, and are not as easy to use as I would like. Are there any good solutions out there that I am missing? Thanks!

4613
Milan
Expert User ✨
3 years ago
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Brian H12New Participant
asked in Article Help Center
Can my users search for my Salesforce Knowledge Base articles within Intercom?

I would like for my users to be able to search my SFDC KB articles from within Intercom. Is this possible today and if so how can I accomplish this? There seems to be no articles or documentation on this. I cant find anything useful via google either

1314
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3 years ago
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User954New Participant
asked in Article Help Center
Hi, Are there workarounds for formatting RTL languages correctly in an English-only Help Center?

Hi, Are there workarounds for formatting RTL languages correctly in an English-only Help Center?

564
U
3 years ago
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Jason ANew Participant
asked in Article Help Center
Are hyphenated words searchable?

We have a feature called a "To-do list" and my top Search Terms with No Result include "todo" "to-do" and "todos". When I search for "to-dos" I see in the search results that only "do" is highlighted. Are hyphens treated as whitespace, and "to" excluded due to being a common word? I see other posts requesting a hidden keyword feature or hashtags, I think that might help this situation but it also seems that since this is such a short word with a hyphen that it is difficult to find.

242
Kevin Bendixen
Top Expert ✨
3 years ago
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René LNew Participant
asked in Article Help Center
Pulling Articles over API to display on our main domain

While we can run Articles on subdomain, its contents do not really contribute to the content of the main domain in content marketing / SEO perspective. So our idea is: Add no-index to Intercom's Help Center running at help.ourdomain.comCreate dynamic pages under ourdomain.com/help which would pull Article's contents via API into our website so they can be properly indexed. I wonder if anybody has had the same idea and successfully manged to implement it? Or perhaps there are some more reasonable workarounds.

631
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3 years ago
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MykhayloActive User
asked in Article Help Center
How can I restrict the Help Center to my users without requiring them to log in?

Hello, we want to display a link to the Help Center on our web page so a user can click on it when he/she wants. In the same time we want to restrict the access to articles only for Users (logged in ones), without asking them again to login on Help Center page. How can we pass the login information to Help Center in this case, when Help Center is not accessed through the Messenger? Thank you.

14534
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3 years ago
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User892Active User
asked in Article Help Center
Are there best practices for linking directly to articles from within a localized SaaS product?

We have a product that is developed in English and localized for Japanese. We want to link directly to articles. Looking for best practices for managing those links. Should we just treat them like strings to be localized?

6311
Milan
Expert User ✨
3 years ago
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IntercomCustomerActive User
asked in Article Help Center
Landing Page Wording

Is there a reason intercom chose to make this look like a 404 page rather than a "please log into (product) to view this article"? I can't tell you how many times that customers says "there is nothing at this link" and we have to explain well first you need to log into the app then the article can be viewed. The wording on this page could be vastly improved.

221
Eric Fitz
Employee
3 years ago
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User893New Participant
asked in Article Help Center
Can I use my Articles Help Center as an internal knowledge base?

Is it possible to use articles in Intercom as a private knowledge base for my company? meaning, not meant to be shared with customers, but instead also using them as internal knowledge sharing. Thanks!

12846
S
3 years ago
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