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

  • 408 Topics
  • 1,274 Replies
408 Topics
Kevin Bendixen
Top Expert ✨
Kevin BendixenTop Expert
asked in Article Help Center
How are you handling new languages?

We're currently translating our product to several languages and so the user will only know certain terms from our app in their respective language. We are however not at a point where we can translate all our helpdesk articles. So people will search for something for example in Dutch and it will never show any topic, because the helpdesk it not localized. Did any of you run into this as well? How did you solve it?Also opened a chat with Intercom about this, but maybe someone has some experience to share. I know about the Lokalise integration, but it might be above our budget, maybe there is a different solution, via API or something.

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Shikha DConnector
asked in Article Help Center
Why isn't my custom Help Center domain directing me to my Help Center?

When am trying to set-up my knowledge base it gives me this error on accessing this page - https://motilaloswal-help.smallcase.com/p>This custom.intercom.help page can’t be found.No web page was found for the web address: https://custom.intercom.help//p>

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Roy
Top Expert ✨
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ReedConnector
asked in Article Help Center
Help troubleshooting setting up Google Tag Manager with User ID

Hi, I'm Reed, I can user GTM to set up intercom to work using the logged out users method. This also works when users are logged in. In both cases the messenger loads as expected.  But when I try to set it up designating the User ID, the messenger doesn't load. Looking at the GTM preview, the Tag Details show the firing status is Succeeded, and the User ID is what I expected, as is the Workspace ID. Firing Triggers is Window Loaded Trigger By the way, I'm using a Dev account to test this before loading on our live site. I've also tried using a custom javascript method to convert the User ID to an integer. Again the preview Tag Details shows the same results except this time the User ID is an integer (as planned.) Does this work? or is our only option to use an email? We'd rather not. But if we must is it possible to use the identity verification w/ GTM? Thanks in advance...

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SaritaActive User
asked in Article Help Center
I have set up Google Analytics for Help Centre. I want to track the Source from where I get maximum traffic, No of users, and articles with the most views. Any recommendations?

I have set up Google Analytics for Help Centre. I want to track the Source from where I get maximum traffic, No of users, and articles with the most views. Any recommendations?

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User892Active User
asked in Article Help Center
How can I display articles that are only relevant to a particular product?

I'm trying to use article rules to display only the articles relevant to a particular product. Not working as expected. Is it my rule or my Intercom config? My article rule uses the referral URL attribute. the URLs look like this: <product1>.<mycompanydomain>.com<product2>.<mycompanydomain>.com My rule specifies referral URL contains <product1>.<mycompany.com>. Should this rule allow users coming from the product1 URL to see the article?

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User903New Participant
asked in Article Help Center
how to create professional tags on intercoms?

how to create professional tags on intercoms?

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Roy
Top Expert ✨
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User892Active User
asked in Article Help Center
What's the best way to make sure users of product 1 see only articles related to product 1? At first glance, I thought an article rule using Referral URL. Thoughts?

What's the best way to make sure users of product 1 see only articles related to product 1? At first glance, I thought an article rule using Referral URL. Thoughts?

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Sara TNew Participant
asked in Article Help Center
How do I add anchor links to articles?

Ho do I create a link which leads to a certain section of a collection? Like this link for example: https://www.intercom.com/help/en/collections/2091449-sending-messages-and-building-smart-campaigns#sending-messages-with-intercom/p> I would like to know how it is possible for me to create a link which leads a customer to a particular section in the collage. Would it be possible to get instructions on how to create such links? Thank you! Note: The Helpcenter isn't published yet so the collections so called ID's is still unknown. By ID's I mean this: https://www.intercom.com/help/en/collections/2091449-sending-messages-and-building-smart-campaigns#sending-messages-with-intercomAnother question, how is that ID defined?

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KnowledgeNew Participant
asked in Article Help Center
How can we get more detailed feedback on our articles?

Is there a way to ask customer's feedback on articles, except thumbs up/down? Ideally, if they didn't like it, customers should be able to give feedback if they didn't like the content or the way it was written.

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Kevin Bendixen
Top Expert ✨
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Manoj R11New Participant
asked in Article Help Center
Why is my Custom Domain setup for my Intercom Help Center not working?

Custom Domain setup doesnt work, My domain is transferring to cutomer.intercom.help using cloudfront but intercom is not able to resolve to the article.

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Michael L11New Participant
asked in Article Help Center
How can I launch Intercom from a React application depending on some conditions being met?

The specific problem I am trying to solve is as follows: I have an application log in page where I do not want the intercom widget to be present for any user. Then after that user has logged in, depending on their predefined role permissions, intercom should either presented or hidden. Admin users should be able to see the intercom widget.Customer users should not be able to see the intercom widget. Any assistance to help resolve this would be greatly appreciated!

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Kevin Bendixen
Top Expert ✨
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User407Connector
asked in Article Help Center
Can I assign a conversation based on the article suggestions bot firing?

When a user uses "offer additional help", I want to specify to whom it should be assigned. Can we? 

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Kevin Bendixen
Top Expert ✨
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User517New Participant
asked in Article Help Center
A handy utility to merge leads and users

Here's an easy APIANT template I built to merge leads with users. Just add "lead:Id" as a conversation note in the user and they will merge instantly! Let me know if you need help installing it. 😊  https://apiant.com/templates?template=cab19a0f26cd431e8a948dc280689c2d/p>

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Eric Fitz
Employee
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AutumnActive User
asked in Article Help Center
Can you add anchor tags to Help Center articles that are longer?

Can you add anchor tags to Help Center articles that are longer?

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Karl JNew Participant
asked in Article Help Center
Can I add anchor links to an article?

When using anchors you can't seem to be able to add just the anchor as a link "#example-example" without Intercom adding "https://" in front of it and rendering the anchor useless. Any way around this? A workaround is to use the full URL but this means that for every link it sends visitors to a new window, which is not great.

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Rachel H12New Participant
asked in Article Help Center
How do I view filtered articles?

I have filtered articles to specific users (me being one) to test this functionality however they aren't showing in our knowledge base when I search for them? Any ideas why not?

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Roy
Top Expert ✨
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Molly M11New Participant
asked in Article Help Center
Can I include header links in my Help Center?

Is there a way to link the heads included in a Help section article? I want to include a table of contents with links to make it easier for a user to jump down if needed.

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Eric Fitz
Employee
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User553New Participant
asked in Article Help Center
We are just starting to look at switching from Salesforce KB to Articles. What kid of user metrics are available in the canned reporting? What other practices do you guys use to track performance (bounce rate, time on page, etc)? TIA!

We are just starting to look at switching from Salesforce KB to Articles. What kid of user metrics are available in the canned reporting? What other practices do you guys use to track performance (bounce rate, time on page, etc)? TIA!

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Roy
Top Expert ✨
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User507New Participant
posted in Article Help Center
How to get list of all requests user type in the search field of help centre?

Is it possible to get list of all requests users type in the search field in our help centre?

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Eric Fitz
Employee
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Jon-PaulNew Participant
asked in Article Help Center
Is it possible to open a specific article in the helpcenter using the iOS SDK?

I know it's possible to present the helpcenter using: Intercom.presentHelpcenter() But is there a way of presenting a specific article when doing this, using the article ID? Thanks!

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User407Connector
asked in Article Help Center
Can I get a list of users who have visited a particular page?

Can I get a list of users who have visited a particular page?For example, I would like to list the users who are looking at the cancellation page.

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User447New Participant
asked in Article Help Center
How to change the collection of a published article?

I would like to move a published article from one collection to another, however I don't see my full list of published articles when I click "Add Article" on the new collections page

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User407Connector
asked in Article Help Center
I want to know the number of users who have used articles

Can intercom keep track of the users who have used help center and how many of them have used it？

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Leah L11Connector
asked in Article Help Center
Where did the amount of times a user viewed an article go?

Previously when you clicked on an article and then clicked on the views, there would be a view count next to the persons name, to indicate how many times they viewed that specific article. Why did this disappear with the new reporting? Instead i just see a long, not clean, list of users, and if someone viewed the article more than once, they just show up in this unorganized list.. This makes it really hard to look at a glance if certain customers are viewing an article more frequently than others. Could this functionality be added back in?

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Employee
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User444New Participant
asked in Article Help Center
We've tried to setup SSL with our help centre and it's almost there. We're using AWS so using CloudFront to do the redirection.

Our support centre however says it's not fully secure, and it looks like it's delivering mixed content, for example the logo is being delivered as http and not https. The certificate looks fine but not sure how to tell intercom to now deliver all the content through https.  Any help much appreciated

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Roy
Top Expert ✨
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