Skip to main content

Article Help Center

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

  • 388 Topics
  • 1,186 Replies
388 Topics
E
ericMBActive User
asked in Article Help Center
Error: "This site can't be reached"

Somewhere along the line, I found the URL for view of the help system our clients will use. That formula is intercom.help/<myProduct>/en. That page appears as it always did. But when I click on any of the collections in it, I see the error "This site can't be reached.Check for an error in help.<myproduct>.com".I just noticed that the top-level descriptor for an article has a maximum number of characters. Is that the error that causes the entire help system to fail?If so:a) Lots of stuff written. I now need to step through them and check them all (had to do that in any case).b) A more “in your face” warning that the help system will fail would have been nice.Or is there some other cause for the error I’m seeing?

101
Jacques Reynolds
Intercom Team
2 months ago
J
Jenny LiuNew Participant
asked in Article Help Center
How much does multilingual help desk cost?

Hi everyone,We’re a small startup based on Toronto. We’re interested in adding the multilingual help desk feature to our Intercom help center, but we’ve noticed that the current plan is $499 per month, which is quite over our budget.Since we primarily need the multilingual support feature, I was wondering if anyone here has experience with this or knows if there’s a more affordable option or perhaps a custom plan available? Any advice or suggestions would be greatly appreciated!

421
Jacques Reynolds
Intercom Team
2 months ago
L
LaMintActive User
asked in Article Help Center
How can I improve my HC search accuracy- with keywords or tags or something- does anything exist like this?

 I have customers typing Childlock and not finding an article about Child Lock. In my previous tool, I could add acceptable terms and misspelt words to apply to an article to avoid this issue. I'd appreciate any help on this.

748
U
2 months ago
C
curtisConnector
asked in Article Help Center
Cloudflare Cookie Forwarding and Query String Forwarding

Howdy!Does anyone know how to setup cloudflare to forward cookies? Any help with this issue will be much appreciated.

482
C
2 months ago
I
Inter C12New Participant
asked in Article Help Center
Can I use the Articles API to translate my articles?

I have a Help Center full of articles in one language and want to programatically translate them into other languages. Can I use Intercom's API to do this?

2633
J
2 months ago
S
Shannon BabbNew Participant
posted in Article Help Center
Article UX and Sentiment

Hi everyone! I’m a Knowledge Manager at Multiverse and looking for ideas for how to improve the UX of our help-centre and article sentiment.I’d love to see some examples of help-centre landing pages from other companies and if anyone has any tips for improving UX.Separately, does anyone use any sentiment data other than article reactions to gauge the overall experience of the knowledge base? We have an extremely low article reaction rate (approximately 1%) and often when I investigate the conversations of those who reacted with a sad face to ‘Did this answer your question’, I find they have got in touch with a request or issue that could not have been answered by the article (they needed an agent to perform an action or fix something), so I'm not finding this is giving the best insight into how the knowledge base can be improved.Would be grateful to hear from anyone who is navigating similar experiences :)

271
Emilygav
Intercom Team
2 months ago
C
Cayla DymentNew Participant
asked in Article Help Center
Article Content Disappears when Attempting to Edit

When I select to ‘Edit Latest’ on a published article, the page opens to a blank page with just the title of the article available. The published article is visible, and unpublishing then attempting to edit still gives a blank page. Anyone run into this and have a solve? TIA

173
Jacques Reynolds
Intercom Team
2 months ago
S
saparker0714New Participant
asked in Article Help Center
Back office tickets on user profile/details

Once a back office ticket is created for a customer, does it then become associated with the users account/details page? Or is the only way to see the back office ticket that was created in intercom, within the original conversation is was created within?  

301
mateusz.leszkiewicz
Intercom Team
2 months ago
N
Nat NgNew Participant
asked in Article Help Center
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. 

602
K
3 months ago
M
Mike P12New Participant
asked in Article Help Center
Is there a way to hide agent last nams?

Our user/agents first & last names are displayed for all customer interactions. Is there a way to change settings so that when customers interact with agents, they don't see "Joe Smith". Rather they just see "Joe" or "Mr. Smith"?

4114
Diana Tripac
Intercom Team
3 months ago
K
Kim NichollsNew Participant
asked in Article Help Center
csv upload not surfacing some existing users

For years now I have tried to segment users with csv uploads. I find that often users wont surface in the upload that are on the list and in intercom. For example, my csv might include just emails of 63 users with finance permissions, then only 23 surface (when only 4 were dups and the rest are legitimate contacts in intercom). Any tips why some wont surface in the upload?

483
mateusz.leszkiewicz
Intercom Team
3 months ago
V
Victor LeiboviciNew Participant
posted in Article Help Center
How do you keep your FAQ and knowledge base accurate releases after releases?

It’s the second time I encounter the same pain-point at a company: keeping our help center’s articles accurate as our release cadence accelerates. Our doc is becaming outdated. We create new articles for new features, but we’re always lacking the resources to update existing content impacted by those changes. That’s problematic because our product is available on iOS, Android, and the web, with small but important differences across platforms. To make things even worse, we are based in the EU and support three languages. The discrepancies between these languages became substantial, leading to increased support tickets…

774
V
3 months ago
A
Ana_stasNew Participant
posted in Article Help Center
Best Practices for Automating Customer Communication: What Tools and Approaches Do You Use?

Hi everyone! 👋I'm curious about how you automate customer communication in your companies.What tools or platforms do you use for automating chats, emails, or social media? Which processes have you successfully automated, and how has it impacted your business outcomes? Do you have any tips on best practices for automation while still maintaining a personal touch with customers?I'd love to hear your advice and success stories! Let's share our experiences and ideas! 🌟

812
Nathan Sudds
Expert User ✨
3 months ago
E
Elliott BrownNew Participant
asked in Article Help Center
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? 

1124
D
3 months ago
D
Dan K11New Participant
asked in Article Help Center
Has anyone else experienced technical SEO issues with the help center and articles when running a Site Audit on SEMrush or other platform?

I am getting quite a few Errors and Warnings on my Technical SEO site audit in regards to the help center articles I have published to the public and set to index. The biggest issue is that there are some articles coming back with hreflang conflicts within page source. I am wondering how to fix this so my site health can increase and the google bots are able to crawl everything appropriately.  Also, it seems all of my help center articles have outgoing internal links that contain nofollow attribute (to our main domain and subdomains). This issue says there is a rel="nofollow" attribute that is telling the crawlers not to follow the link, which is NOT recommended for SEO purposes, and rather should let the link juice flow freely.  I recently made all my articles visible to the public and a ton of these types of Errors, Warnings, and Notices are now appearing on my Site Audit and hurting my site health. Any advice is greatly appreciated! Thank you 😀

56711
A
3 months ago
E
Emma SpencerNew Participant
asked in Article Help Center
Alt Tag Query for Accessibility

Hello,I am building up a suite of knowledge articles and have been adding alt-tag information wherever possible.I wanted to know if Intercom automatically adds a null alt tag to any images that do not have alt tag data added or if I need to do this manually myself?Just to note, null tag data is added into any alt tag if you want a screen reader to skip the image altogether. That way for any decorative images, for example, you don’t need to add a detailed description as it will not assist with the overall comprehension for the user and it also means that the user doesn’t get annoying and useless information when using a screen reader.Thanks, Emma

291
bernice
Intercom Team
3 months ago
V
ValeriiaNew Participant
asked in Article Help Center
How can I add an article to several collections?

Hello everyone!  Had been a little confused while creating articles and collections for my students.  We've got 2 collections like "Methodology helper" and "Assessments", where I want to put the same articles about the process and meaning of assessments. But as I see it, Intercom doesn't allow adding one article to more than one section. And the possible solution of creating two of the same articles just to put them in different collections looks kind of strange to me, as we can't get the right statistics of the use of this material. Does anyone know any ways to fix it? Thank you in advance!

5415
A
4 months ago
P
ProductTeamNew Participant
asked in Article Help Center
Character Limits for Help Center Articles

Does anyone know if there’s a character limit for Help Center articles in Intercom? I want to ensure that my content stays within any guidelines for readability and optimal user experience. If there is a limit, what’s the best way to handle longer content—should it be split into multiple articles or sections? Any insights or best practices would be appreciated!

282
B
4 months ago
P
ProductTeamNew Participant
asked in Article Help Center
Can Images Be Viewed Full Screen?

I’d like to know if there’s a way to make inserted images in my article display in full screen when clicked. If that’s not possible, can we resize the graphics to make it happen?

461
Jacques Reynolds
Intercom Team
4 months ago
R
Rodislav ZaharadjiNew Participant
asked in Article Help Center
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 draftIt's a way to get the public version of the article and also the last edited version of the article?

1183
mateusz.leszkiewicz
Intercom Team
4 months ago
C
Christina ButlerNew Participant
asked in Article Help Center
How can I hide reactions at the bottom of articles?

Is it possible to hide the reactions section at the bottom of Intercom articles? We’d like to add our own custom section here for our customer to submit feedback if the article was not helpful. Plus, I haven’t found a great solution for redirecting customers who indicate the article was not helpful to the proper location:  

582
C
4 months ago
J
Jonathan JasicaNew Participant
asked in Article Help Center
Where to see imported data from Segment

I’m trying to see what event data is being sent to Intercom from segment (i think there is an issue with it) but I cant find any way to reliably track this. and segment doesnt give me info because Intercom “cant send server side”. 

291
bernice
Intercom Team
4 months ago
C
Casper LeendersNew Participant
asked in Article Help Center
Export of internal articles

Hi, I managed to utilise the API for extracting metadata of all the customer facing articles in the help centre. Is there a way (API or workaround) to export internal facing articles from our knowledge base as well? Thanks in advance.

1403
mateusz.leszkiewicz
Intercom Team
4 months ago
J
Julius VinnemannNew Participant
asked in Article Help Center
Export of articles from knowledgebase.

Hi, is there an option to export certain articles from our intercom article help center?kind regards

2085
J
4 months ago
C
Christian LeoConnector
asked in Article Help Center
German Umlauts in redirect URL

Hey there, we’re trying to redirect from our old helpdesk URL to the new site on intercom. The slug did contacint an “ü”. We have redirection from:https://help.oursite.com/de/grünhttps://help.oursite.com/de/gr%C3%BCnTo an article on intercom. Redirection (published and everything set correctly) seems not working, it just redirects to oursite.com/deI would have expected a 404 if something is wrong, like when calling help.oursite.com/de/does-not-exist Whats wrong here?BRChristian

382
bernice
Intercom Team
4 months ago
Ask a question
Terms & ConditionsCookie settings