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Article Help Center

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

  • 392 Topics
  • 1,208 Replies
392 Topics
J
Julie C11New Participant
asked in Article Help Center
Is there an easy way to obtain a word count of all the articles in our Help Center?

We are planning to translate our ~700 help articles to another language and I would like to obtain a word count for what we have written so far to estimate the cost. Is there a way to do this? I suspect we have to use the API or some other script to extract and then use another authoring tool that does word counts?

960
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Top Expert ✨
3 years ago
S
ShanifConnector
asked in Article Help Center
Searching my help center doesn't work

Hi everyone, hoping someone can help me out with an issue I'm seeing with my help center (help.apteo.co). I have a few articles in the center, however when I try to type in any search term into the search box, the resulting page not only doesn't show any results, it actually shows the entire help center homepage as it is. For example, searching for any key word will just show the entire help center, even if the keyword appears in an article. Here's a quick example of what's going on: https://www.loom.com/share/59f30154ba694107bb9b4b4b73b15412 Does anyone know how I might be able to fix this? Thank you!

1310
S
3 years ago
S
Shikha DConnector
asked in Article Help Center
Why is my old Articles URL not redirecting to my new one?

All my article URLs have <domain name>.com/articles/<id>-article-name. I want to do away with the ID value in the URL and change it the name of the article only.  We maintain 9 accounts/business and want to have standard URL as per the article topic and not maintain IDs for every account. How do i update the articles URL for every collection or handle the redirection?  I have pinged on chat support but no reply.

14424
G
3 years ago
A
AzizNew Participant
asked in Article Help Center
How do I connect Route53 cname to help center and articles using custom domains?

How do I connect Route53 cname to help center and articles using custom domains?

1540
A
3 years ago
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User346New Participant
asked in Article Help Center
How can users access restricted articles in Help Center?

Hi, I have some restricted articles that is only visible to a group of users. User authentication is working in messager, but if I suggest them to go to those restricted articles, they will be redirected to the Help Center website, and Help Center doesn't recognize them as users, thus will block their access. What do I need to do for Help Center to identify my users as users?

5630
S
3 years ago
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User700New Participant
asked in Article Help Center
can i set a list of users who have not read a particular article

can i set a list of users who have not read a particular article

40
Brent
Super User ✨
3 years ago
P
Patricia VNew Participant
asked in Article Help Center
Can I see how many times an Article has been shared?

I would like to know if Intercom have some data about how many articles was sent in the conversations. I wanna know how many link articles was sent in the inbox message

170
R
Top Expert ✨
3 years ago
S
SuelenNew Participant
asked in Article Help Center
Is it possible to recover a deleted article?

Is it possible to recover a deleted article?

3510
R
Top Expert ✨
3 years ago
U
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?

800
R
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.

190
R
Top Expert ✨
3 years ago
U
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!

340
U
3 years ago
C
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
S
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?  

220
Eric Fitz
Employee
3 years ago
S
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!

420
S
3 years ago
S
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?

1850
S
3 years ago
U
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?

310
Eric Fitz
Employee
3 years ago
J
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!

430
J
3 years ago
M
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!

820
U
3 years ago
U
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

150
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

240
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.

4220
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?

700
L
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?

860
Kevin Bendixen
Top Expert ✨
3 years ago
S
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!

5173
Milan
Expert User ✨
3 years ago
B
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

1380
B
3 years ago
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