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Article Help Center

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

  • 388 Topics
  • 1,186 Replies
388 Topics
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Steven TNew Participant
asked in Article Help Center
Can I implement cookie consent on the Help Center? For example, is there a way to integrate Google Tag Manager?

Is there a way to implement cookie consent on the Help Center? One way to do it would be to add a Google Tag Manager integration so that users could add their own cookie consent implementation. Rationale for cookie consent: The Help Centre already has an integration with Google Analytics (see https://www.intercom.com/help/en/articles/1346547-integrate-google-analytics-with-your-help-center. However, for many countries, cookie consent is required to use Google Analytics.The Help Centre can be part of the user journey for a business. As a result, it makes sense to be able to unify tracking/consent across all its domains/subdomains using Google Tag Manager.YouTube videos can be embedded in Help Centre articles, which sets its own cookies that can require consent. There may be other services that do this on the Help Centre.

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Jacob Cox
Intercom Team
7 months ago
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Francisco GomesNew Participant
asked in Article Help Center
Articles on Target audience tags

We looked at the article for target audience.Tags are not used there and the logic does not seem to apply to us.We can’t get access depending on the tags we have, like super users don’t have access to the articles we’re making available to them(we added their tag)

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aykut.aydin
Employee
7 months ago
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smithlooNew Participant
asked in Article Help Center
About improving SEO for article help center

I want to improve SEO website for Article topics searched on an engine (ie Google) that will bring guests to our site. can anyone share experience?thanks you for all your ansers and sharing it https://serpstat.com/blog/what-is-the-difference-between-title-and-h1-and-how-to-write-headers

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bernice
Intercom Team
7 months ago
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Carmen McGradyNew Participant
asked in Article Help Center
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?

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Jacob Cox
Intercom Team
7 months ago
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MessagesNew Participant
asked in Article Help Center
Links in posts opening new tabs

At the moment if I add a link to my posts it opens in a new tab, which opens in a logged out state. This is a pretty poor experience for the customer. Is there a way for the link to open in the same window?

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G
7 months ago
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alabbyNew Participant
asked in Article Help Center
Is there a way to include an excerpt of an article in another article?

In the knowledge base, we have a Glossary of Terms page. For some longer articles, I’d like to be able to pull specific terms and definitions from the Glossary of Terms page and display them in the second article. In this flow, if I needed to modify the wording of a definition, I would update it on the Glossary of Terms page, and that would flow into the second article, instead of having to update the definition in two+ articles. Is this possible?

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Jacob Cox
Intercom Team
7 months ago
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lifanActive User
asked in Article Help Center
Export articles into Google Doc

Hi, anybody ever exported the intercom articles into Google Doc? Any tools I can use to achieve this? Thanks!

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aykut.aydin
Employee
8 months ago
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Cecilia Bjerring KnudsenNew Participant
asked in Article Help Center
Get messenger to suggest articles without fin

Hi team, Is it possible to get Messenger to suggest articles based on what customers ask in the chat WITHOUT using fin? Sort of like a deflection scenario with the first question that the user asks? For example, if the user writes in the chat, “I need help transferring ownership of my account”, is it possible to have the chat suggest articles based on keywords in that message, but without using fin? After the suggested articles, it should be possible for the customer to select to talk to an agent.   

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aykut.aydin
Employee
8 months ago
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Susan VeronaNew Participant
asked in Article Help Center
Can you help me run a report with all articles in the domain and include the URL?

Need reporting guidance.   Is there a way to download a list of all intercom articles in the domain and include the article URL in the report?   

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S
8 months ago
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Francisco GomesNew Participant
asked in Article Help Center
Is it possible to style (CSS) my Help Center?

I’m developping for my company and we wanted to adapt the colors and styling of the help center, and chatbot.Is there a way to do it? Is it even supported?Thank you so much in advance.

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mateusz.leszkiewicz
Intercom Team
8 months ago
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Alex L16New Participant
asked in Article Help Center
Help Center via Cloudflare, Error 1014

Hi.  I’ve created a CNAME per these instructions:https://developers.intercom.com/docs/guides/help-center/custom-domains/ But am currently getting an error 1014 via Cloudflare.  Are these instructions obsolete, any solves? 

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bernice
Intercom Team
8 months ago
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Graham CoxNew Participant
asked in Article Help Center
SSL setup for Link Branding Question

HiThis may seem like a strange question but thought I’d askCan SSL be setup on a domain that is unhosted? The domain I want to use for link branding is just used for my email addresses via Google Workspace. So don’t need hosting for it other than for link branding. Thank you.Graham

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Jacob Cox
Intercom Team
8 months ago
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Murat MutluNew Participant
asked in Article Help Center
Zendesk redirect not working

Hi everyone,We redirected from Zendesk today but noticed the URL https://help.ballparkhq.com/hc/en-us isn’t redirecting to  https://help.ballparkhq.com/en/  and showing an error if you see the end of the URL, Zendesk appends all its URLs with /hc/en-us but that doesn't seem to exist in intercom for their english language version of the help center Any ideas what has gone wrong?

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8 months ago
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Alison MaNew Participant
asked in Article Help Center
How to Export "User Notes"

Problem: We want a way to export our data to CSV to see how many Jira tickets each week associated with Conversations.We do not like Tickets or Backend tickets because they create additional objects in our inbox. Makes it cluttered (e.g., one interaction can be associated with a Conversation, Ticket and Back End Ticket--too cluttered and too much to track).Instead, we thought to copy-paste our Jira ticket links in “User Notes” and export.How do we do this? Or is there another way to track Jira tickets associated with Conversations?

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Jacob Cox
Intercom Team
8 months ago
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User2427New Participant
asked in Article Help Center
When I try to show articles using the messenger, the title load and I can search for content but the actual article will not have the content.

I need help!!! My articles show up just fine on my help center. When I try to show them using the messenger, the title load and I can search for content but the actual article will not have the content. I have included a gif below. As you can see, if I use the messenger from the help center, they load, but the articles do not load on the messenger in my app. Any help would be appreciated. I messaged Intercom two days ago, but no response. I cannot go live until the issue is fixed.

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mateusz.leszkiewicz
Intercom Team
8 months ago
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Cecilia Bjerring KnudsenNew Participant
asked in Article Help Center
How are article views in messenger recorded?

Hi team! Help Center articles that have been viewed through the messenger - will those views count when looking at reporting on article views?  Thanks! 

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Intercom Team
9 months ago
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SepidehNew Participant
asked in Article Help Center
Can I insert a search bar into an article?

I want to have one article in which I list a collection of FAQs. However, I would like the reader to be able to search for what they need. I tried the "insert code" option to create a search bar but it didn't work. Is there a way to insert a search bar into an article?

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H
9 months ago
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WojciechNew Participant
asked in Article Help Center
Is there a way to add SEO meta description to main Help Center page?

Our Help Center home page is https://help.ziflow.com/en/p> The meta description tag is empty: 

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mateusz.leszkiewicz
Intercom Team
9 months ago
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InsighttfulNew Participant
asked in Article Help Center
Linking Between Articles? Does it work in Chat?

I’ve set up a custom bot that opens a chat and provides a help article when a user clicks on an HTML element on the page. The article displays directly in the chat and describes the page they are on.The article has links to other articles. (The links provided at the top of each article).When I click the links from the article displayed in the chat, nothing happens. If I right click and load in a new tab from the chat, it loads the associated help center page for the article in a new tab. If I view the articles in the help center the links work between articles.How do I add links so that they work both in articles displayed IN CHAT, and articles displayed in the help center? Is there a special URL format that works for both?Optimally, a user should be able to navigate the articles directly in chat from the links and close the chat when they are done. Viewing the same articles in the Help Center, they should be able to navigate from the links in articles to other articles. 

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mateusz.leszkiewicz
Intercom Team
9 months ago
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Arvita TripatiNew Participant
asked in Article Help Center
Multi-tenant Help Center

We have different clinical trials that have their own requirements and we'd like to be able to have each trial have its own user manual. Trial 1 might use modules A, B, and C, while Trial 2 uses module A, B, D, E, and F.Right now we have a generic user manual, so all trials get the same manual. I see that Intercom allows up to 30 help centers - we’re expecting to have more than 100 trials (and thus help centers) shortly. I cannot do this through Intercom's user attributes since the same user (say, a Doctor) could work on both Trial 1 and Trial 2 and would need to see different UM content based on which trial they are working on at the moment.Any suggestions?

1041
bernice
Intercom Team
9 months ago
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Max ONew Participant
asked in Article Help Center
I want to update Intercom Articles when I update a Notion Database entry

I am looking to make our FAQ in Notion link to the Intercom Help Center. Would it be possible for Intercom to a. create a article and publish it when a new database entry is made and b. for Intercom to update that article when the database entry is updated in Notion?

6675
Jacob Cox
Intercom Team
9 months ago
Patrick H12
Patrick H12Connector
posted in Article Help Center
How does the Intercom team structure their Article Help Centers?

I’m finally getting around to rolling out Articles for our org and migrating our knowledge base to Intercom. My team is in the process of developing a new structure for organizing content and we’re using Intercom’s own help docs as inspiration to model ours after. Kudos to the team who manages it. I’m curious what other help centers Intercom has and and how they’re used. From what I can tell I can only see two:https://www.intercom.com/help - primary help docs https://www.intercom.com/changes - new feature announcements Is anyone from the team able to chime in and provide some insight about your different help centers and how they’re structured?

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Milan
Expert User ✨
9 months ago
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Inter C12New Participant
asked in Article Help Center
How can I change the HTML/CSS of my Help Center?

Can I change the default layout of the Help Center? I want to upload my own custom HTML/CSS.

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9 months ago
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pascal-what-digitalNew Participant
asked in Article Help Center
How to add Google Tag Manager to Help Center? (or GA4)

For Help Center there is only Option for Google Analytics Universal. 1 - No option to add Tag Manager. Is there a plugin we’d need?2 - Or can you add GA4 ID in that filed as well? Thanks!    

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Jacob Cox
Intercom Team
9 months ago
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Liam SimonNew Participant
asked in Article Help Center
Is it possible to create a collection without automatically publish it/leave it as a draft?

I would like to create a collection but as my team and I are working on it we need to adjust it as we go along. We would like to leave it unpublished or as a drat but I was unable to find how to do that. Tried to read through support articles but I couldn’t find a way to unpublish it. Is it possible? 

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9 months ago
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