Knowledge Base

Hi! I wanted to see how other people are tagging their help center articles? (By Product, Feature, Article Type, etc)What is your use case? 😊

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. 

The ISO 22000 Internal Auditor Course provides professionals with the knowledge and practical skills required to plan, conduct, report and follow up internal audits of a Food Safety Management System (FSMS).The course is based on ISO 22000:2018 and the auditing guidelines of ISO 19011. It helps participants understand food safety management requirements and evaluate whether an organization's processes comply with the standard.Who Should Attend the Course? This training is suitable for quality assurance managers, food safety professionals, production and quality control personnel, internal auditors, compliance officers, HACCP coordinators and food industry consultants. It is also beneficial for employees responsible for implementing and maintaining a Food Safety Management System.Basic knowledge of food safety principles, HACCP and ISO 22000 requirements is recommended before attending the course.ISO 22000 Internal Auditor Course Content The course covers the fundamentals of ISO 22000:2

¿Qué es la certificación GMP?La certificación GMP en España permite demostrar que una empresa aplica las Buenas Prácticas de Fabricación para garantizar la calidad, seguridad y consistencia de sus productos. Estas prácticas son especialmente importantes en los sectores farmacéutico y cosmético. También se conocen como Normas de Correcta Fabricación o NCF.¿Qué empresas necesitan cumplir las GMP?Las GMP son relevantes para fabricantes de medicamentos, principios activos y productos cosméticos. También afectan a determinadas actividades de envasado, acondicionamiento, almacenamiento y control de calidad, según la normativa aplicable.Requisitos para obtener la certificación GMPLas empresas deben disponer de un sistema de calidad documentado, personal cualificado, instalaciones y equipos adecuados, procedimientos de higiene, controles de producción y trazabilidad. También deben gestionar desviaciones, reclamaciones, cambios y acciones correctivas.¿Cómo obtener un certificado GMP en España?E

Hey everyone 👋 I'm an indie founder building ChatShield, a tool that helps support teams identify potentially risky conversations across their workspace not just AI chatbot replies, but human-agent conversations too. For example, an agent might accidentally promise an unauthorized refund, make an incorrect pricing commitment, or share information they shouldn't. I'm trying to understand how Intercom teams currently catch these issues. A few questions: - Do you manually review conversations, use internal QA, or have another process?- Are mistakes by human agents as much of a concern as AI-generated replies?- Would automated flagging of conversations for human review be useful to your team? I'd genuinely appreciate hearing how you're handling this today. I'm also looking for a few Intercom teams willing to test ChatShield and give honest feedback. Product: https://chatshield.cloud/ Thanks!

Enable users to view a public article in the Help Center while logged in, and via a direct link without being logged in, without having to duplicate the article→ Users : can view the article through the Help Center if they are connected→ Can also view the article through a direct link our team shares before they sign in or if they are not logged in 

Hi everyone,I'm hoping someone has run into this before.We're currently migrating our internal Knowledge Base into Intercom for Fin/CoPilot, but we're not manually creating each article in Intercom. Instead, we're uploading our existing documentation from Google Docs (exported as .docx) or as PDFs. We don't use Notion, Guru, or Confluence.The problem is that every upload loses a lot of its formatting, making the articles much harder for agents—and Fin/CoPilot—to read.I've already tried pretty much everything I can think of: Using Normal text only (no Heading 1, Heading 2, etc.) Using bold text instead of Word heading styles Keeping section labels (Purpose, Process, Before You Begin, etc.) as bold text on their own line Using bold for step titles (e.g. Step 1: Verify the order) with normal text underneath Keeping formatting very simple with basic bullet points Uploading both .docx and PDF versions The formatting still gets stripped or flattened during import.Has anyone success

Running Zapier from google drive to intercom to add information into user notes, however it will keep piling on instead of editing the existing notes, and it becomes a huge eyesore and can be very confusing to new staff. I have played around but can't find any way to remove a User Note. Any way around this?

Is there anyone I can talk to about the new style or new structure of Intercom’s/Fin’s public articles? I noticed the left side bar and other things. Can we also do that with our public articles?

We help customers organize scattered content (recipes, PDFs, docs) into a single polished output using an AI layout tool called Cookbook AI. It keeps the original text unchanged and just handles categorization and layout.Curious how other teams here handle similar "many small pieces of content -> one organized deliverable" workflows for their own users. Do you build this in-house or point customers to existing tools?

Hi,It seems there is a limit on the URLs i can use to embed videos with. Looks you can only use Wistia, Brightcove, YouTube and couple of others.How do i go about adding another video urls that is not on your list? Does it require a whitelisting of the company used to run our video platform or is there some custom development that can be done to bypass this limitation to the product? 

Is there a way to create a new KB section and set visibility to be hidden to end users/customers)? Use case: I need to create a new section and add articles to it (to work ahead on my timeline) and change the visibility of the section to show for customers when the features related to the kb section is live. 

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!

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...   

When saving a draft in the article editor, the live article's "last updated" timestamp updates as if a change was published — even when no published changes were made. The timestamp should only reflect the last time a change was actually published to the live article.

We've been working on screenshot automation for years, but we've just launched in the Intercom App Store. Woohoo. :-)LaunchBrightly automate product screenshot capture and sync screenshot updates directly back to your Intercom Help Center articles.If you've ever maintained documentation, you know the drill. Your product changes. The screenshots in your articles slowly drift out of date. Then one day you realize you're showing an old version of your product to customers.We aim to remove that manual work. Create a repeatable automation recipe once, and continuously generate fresh screenshots of your product.In our case, we connect to Intercom natively, read existing articles, identify which screenshots have drifted from the current product, and then help update those images directly in the articles. Since many customers generate a fresh set of screenshots every Sunday, keeping documentation current becomes largely automatic.It's one of those wonderfully unglamorous problems that almost e

I want to export my articles from Intercom.

We have two Help Centers, one for México and one for Chile:https://ayuda.fintual.mx/es/https://ayuda.fintual.cl/es/The problem is that articles from Chile rank in Google in México and vice versa. How can we make sure the correct article ranks in the corresponding country? From what I´ve read, there is no possibility to implement hreflang tags neither inject code through Google Tag Manager. We still want them indexed in Google so we can also not restrict them to a certain audience. 

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?

We setup a regular sync between our IC instance and an external website for industry-specific content/context. Filtered URL's to be specific to the pages we wanted, but it still resulted in nearly 25k+ pages being ingested; many of them were repeats/duplicates.Since then, we've attempted to delete/remove the source from the Knowledge center pages with no success. It appears to still be going through regular syncs of new content and never fully removes it. When asking Fin, they suggested it would require API intervention. Requesting assistance to have it fully removed.  

How to reset 2FA for other teammate?

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…

We are looking to setup that certain users are only allowed to edit internal help articles but not general public help articles. Currently you can only set permissions for all article editing, not just certain articles or collections. This would allow our support team to update the internal articles they use for supporting end users via Intercom without disrupting the end user help articles carefully crafted by our Marketing Team

I am using a translation tool to write this text.I would like a feature that sorts the Help Center articles in ascending order, from top to bottom, by publication date.The chatbot gave the following response:Currently, there are no plans to implement a feature that automatically displays collections in order of publication date within the Help Center.Currently, the only way to sort items within a collection is by manually rearranging them using drag and drop; automatic sorting (e.g., by publication date) is not possible.

Notice that I'm unable to resize this image by entering the new dimensions until I've first selected one of the resize arrows from the toolbar, at which point I'm able to type in the values directly.