Knowledge

Import articles using html-code

I have made a custom GPT, which I am using to create articles for our company, with full html-coding applied. Which we used to create articles in Zendesk. This week we moved to Intercom. I was under the impression that most tools, from this time of day (2025), support html-coding and html-desgining. But now that we have moved to Intercom, what I read online, it is impossible to change the html of the articles within the designer. Which is key for quickly creating and changing articles. Also, Intercom provides very little support for HTML and CSS coding in general. Because of this, we seem to be unable to add (styled) blockquotes with custom colors and lines (appearance). See below. For example, this block underneath to highlight something important For example, the FAQ underneath to show additional questions, which can be unfolded by clicking on them. Main concern If it is possible to create the above or something very similar that would be nice. But this does still not help me out, be

Mukesh Karkey : How can I use webhooks to get real-time updates from Intercom for my application?

Hello, My name is Mukesh karkey , I'm trying to integrate Intercom with my application to receive real-time updates for events like new messages or conversation assignments. How can I set up Intercom webhooks, what event types should I listen for, and how can I handle and process the webhook payloads on my server? Any example code or best practices would be greatly appreciated!

Mukesh Karkey : How can I create targeted messages or in-app tours for specific user segments?

Mukesh Karkey here, I'm looking for advice on how to create highly targeted messages and in-app tours for specific user groups. I understand Intercom's segmentation capabilities, but I want to know about real-world use cases and best practices. Thanks, Karkey

Intercom "Not found" on free plan

My intercom published articles are no longer showing up - I have been with Intercom for a while so am still on the free plan and until recently they could still be accessed by my customers however I am now getting a “Not Found” error on my public page. Is this because I’m on the free plan? I’m not trying to publish new articles, these are articles that were previously published.

Is there a way to upload multiple translated versions of my articles at once, instead of adding them one by one?

I have several translated articles ready. How can I upload all of them in bulk instead of creating them individually?

Is there a way to create sub-bullets?

In Word when you create an ordered list you get... first bullet second bullet sub-bullet It looks like even the forums have this functionality! Does this exists when writing an article in the help center? I can't seem to find it.

Backdate articles on Newsfeed

I’d love to know if we can backdate news items. We’re going to migrate a bunch of news articles over from Pendo. Will they all look like they shipped on the same day, or can we make it look like they came out when they came out?

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 draft It's a way to get the public version of the article and also the last edited version of the article?

How can I display all the search results in articles? It only appears to show 10

We are building a substantial knowledge base collection of articles in intercom. However, many terms are repeated in the article, and when one searches for such a term, only 10 articles are displayed. How do we get a list of all the articles, even if we need to scroll through several pages?

Article views by CRM data

I’m trying to associate article views to actual companies or even individuals so that can use this data in decay analysis and compare against renewal and expansion. Is this data really not available? Do I have to lock down my KB behind a login to get this info?

How to add articles to multiple collections?

Is there a way to select multiple collections to have the same article. Instead of having to add the same article one by one to each collection?

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!

Is there a way to serve Intercom with Content Security Policy without style-src: 'unsafe-inline'

We would need to add Content Security Policy to our application. I saw this article on Intercom Help. There it is stated to use 'unsafe-inline' but I am wondering is there a way not to use it, since we would like avoid that in our policy?

How do I change the text colour in the header?

I have a light background colour as my header, however the text is white and illegible. How do I change the colour of this text?

Article Reporting

Are there plans to add more to Article reporting? Specifically, I’d love to see the filter options from other reports on Intercom so I can easy have a breakdown of the views an article gets in different languages or be able to filter to see how many users from a specific customer are viewing an article.

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 CSS Log 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 elsewhere. Thanks in a

How you are translating articles, and copying content for translating?

How are y’all translating your articles? We just launched a Korean brand, and need our help center translated. I spent some time looking in the new “Knowledge” area, and was very disappointed in the lack of “Copy content to” options, or just duplicating all of the english content into the KR translation as a starting point. Even copy-and-pasting from the backend knowledge area was not usable and scalable for the help center. Am I missing something, or is it really this difficult to copy existing article content into a translation to be translated?

I am getting 403 errors in semrush

Hello When I audit my help center site with custom domain, I am getting too much 403 errors. I guessed it was robots.txt issues. But I couldn’t edit robots.txt in my help site in intercom. How can I edit robots.txt? or how can I fix these 403 issues? Please help me. Thanks.

I would like to be able to insert an interactive flowchart into a help centre article. User would click on a series of graphics or text snippets to follow a path ending with the correct help centre article. E.g. Which product do you have?A, B, C, D What do you want to do?A or B » correct article displayed

custom subpath for the Help Center

Have anyone successfully created a custom subpath for the Help Center? I would like to make my Help Center available on our main domain www.oursite.com/help, but despite every setting, it only shows “Not found” error message. Intercom Support team has no clue...

The article page needs to support full markdown syntax

The article page needs to support full markdown syntax because without it, all articles copied from markdown become very messy, requiring every line to be adjusted, which is very labor-intensive. Therefore, support for full markdown syntax is needed. This should not be a very complex task, and we hope it can be supported. We have hundreds of articles that need to be uploaded, and this is too exhausting.

Webdam integration

I would love an integration between Intercom Knowledge and Bynder Webdam. This would mean Fin could search PDFs published in Webdam and use these to provide meaningful answers. An integration would save me having to manually upload PDF documents into Intercom each time I publish something (a lot of duplicated effort). I see that there is already an option to synch info to Knowledge from Box so it seems it would be possible.

Broken Help Article Link Monitoring

Does anyone use a third-party tool to monitor link health in your help articles and flag broken/404 errors? I tried Docs Fresh but haven’t been able to get in touch with them about pricing. Curious if there are other tools you’ve had success with. Thank you!

Self Service Ratio Report

Hey friends! Has anyone created a report to track your self service ratio? If so, would you share how? Also, is anyone exporting info via API to calculate things like views per article? Best, Malachi

Is it possible to restrict Articles to Google or alternate external IdP users?

I understand that I can change article access to only Users. This is great, but users can’t view the articles unless they search for the article via the messenger in-app. I’d like to be able to keep our knowledge base private, but be able to send a link to a user. Am i misunderstanding how this works? If not, is it possible to add a SAML app or something to authenticate users via Google Workspace? Thanks!