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  • 489 Topics
  • 1,373 Replies

489 Topics

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EtiNew Participant
asked in Conversations

Linking 2 conversations to the same ticket

Is there any possible way to link 2 conversations to the same ticket?In some situations a client contacts us asking for information about his order, and our team opens a ticket for the request. In order to give him this information we need to contact other company via mail (we send emails from intercom as well).We would like to connect the email conversation to the ticket created on the client’s conversation, so when we will get the email reply we can update the ticket and the client as quickly as possible (without having to look for the ticket).I’ll be happy to hear if someone has any solution for this case, or if there is an intercom feature for that.

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9 months ago
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User47654New Participant
asked in Conversations

How to show SLA countdown on tickets

We set up an SLA rule today, however, when testing by sending an email, the SLA hasn’t been updated/counted down. The example, our SLA is 1 working day. The ticket has been open for 2 hours, however, the SLA token still displays 1 day. How do we get the visual countdown?  

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Eden
9 months ago
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SilviaBRNew Participant
asked in Conversations

Conversations that take the longest to be closed

Hey!Every month we look at the conversations that took the longest time to be resolved (closed) and try to understand what we could do to resolve them faster.The process we have now is manual and we would like to reduce hours spend on doing this.Maybe someone could share their practises, tools they use to do this? Thank you! 

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Nathan Sudds
Expert User
9 months ago
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Shaun DonnellyNew Participant
asked in Conversations

Inbox Rule Trigger for Teammate response

What happened to the inbox rule trigger for a teammate response?  I am trying to set up an automation based on a teammate providing any response and that condition seems to be gone now.  Is it somewhere else?  Anyone have a workaround?

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Racheal
9 months ago
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david meakinActive User
asked in Conversations

Multiple locations in company data

Hi I’m looking for a way of adding many sites to the company data field. We currently deal with large companies that have many sites across many countries. Is there a way of putting this into the company data fields as it seems like this currently only likes one answer.For instance company “A” has a head office in London but has 20 other locations they operate out of each requiring there own support. So company fields will ideally have these attributes:name- Company Alocation (this needs to be able to take multiple locations) - Liverpool, London, Manchester etc only need one answer per ticket.Territory (this needs to be multiple different countries) UK, Ireland, Switzerland etc. Again this only needs one answer per ticket.If this cant be achieved what would be the best way around this?

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Racheal
9 months ago
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David MunroeNew Participant
asked in Conversations

How to turn off audio notifications of inbox updates

I want to be able to turn off the audio notifications for new conversations and updates to conversations in my inbox.  These seem to be sent even after logging out of my intercom account, and setting my status as away doesn’t seem to affect it either, redirecting replies doesn’t either, nor do they seem to be paused after the office hours I entered.  I can’t find the setting in my intercom account either.  It’s really annoying to get these after hours.  Is there a way to pause them, or at least disable them?

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Racheal
9 months ago
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JHpeNew Participant
asked in Conversations

Use Intercom for Amazon Seller & eBay customer service?

Maybe I’m missing something super obvious, but I can’t find anything on linking Intercom to Amazon and eBay? We use eDesk at the moment for customer service and we were hoping to switch to Intercom due to better widget functionality for our website. But we also sell on Amazon and eBay so need a solution that works across all platforms we use (Shopify, Amazon, eBay, Google mail inbox).I thought Intercom was designed for customer service, and Amazon being the largest online marketplace I naively  assumed it would work natively. Started a free trial and can’t even find a mention of Amazon on the support pages. Sent Intercom a message yesterday and have yet to receive a human reply (the AI bot is useless).Appreciate any help.Thanks. 

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Jacob Cox
9 months ago
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All_RightNew Participant
asked in Conversations

Can I search Inbox by users phone number?

Can I search Inbox by users phone number?

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Jacob Cox
9 months ago
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Deepika ChandrashekarNew Participant
asked in Conversations

How to set up Inbox rules for unsnoozed conversation?

How do I differentiate conversations that are live from conversations that have been un-snoozed(Reopened). Currently all the un-snoozed(Reopened) conversations also shows up on the agents workbasket along with live chat and calls. It is difficult for an agent to differentiate between these. How do I ensure that un-snoozed (Reopened) conversations can be easily identified and routed to a different work basket. Would also want that these conversations get assigned to the same agent who worked on it earlier, instead of reassigning them to someone new.

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D
9 months ago
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EmmaNew Participant
asked in Conversations

Where do I find ticket state for my team's collaboration?

I'm trying to find this option in my Inbox. Which setting do I need to change to have it show up? This will make it easier for my team to collaborate on a large volume of tickets.Thanks for any help you can provide. 

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Larissa Alberti
9 months ago
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Eren HasipNew Participant
asked in Conversations

Is there a way to Merge Multiple Tags into One

We have multiple tags created that reference a single issue, is there a quick way to unify them as one tag?

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Shauna
9 months ago
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Alex D11New Participant
asked in Conversations

Is it possible to have agent replies to incoming emails always come from a single support account?

When a user emails in to our support@companyname.com address, and it shows up in the Intercom inbox, when an agent replies to that message in the inbox, it reveals to the end-user her specific company email address. Is there a way to have all email replies to come from the single, support@companyname.com address? In addition, the reply-to address on the outgoing email exposes the agents' first and last name, e.g. first.last@first-dollar.intercom-mail.com. I honestly view this as a security issue. Exposing individual agents' individual addresses, and first and last names by default, is nearing a privacy breach. You should at least recommend that agents do NOT user their real first/last names in their accounts.

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Sam M12
9 months ago
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OluwaseunNew Participant
asked in Conversations

Inbox rule for Automatic detection of Customer Location

I created a rule on Intercom for Intercom to automatically detect Customers country and Set the Country in pre-set Custom Attribute.  I observed this works on some Tickets and does not a whole lot of others. What could be the reason for this?

3
Nathan Sudds
Expert User
9 months ago
User2460
User2460New Participant
asked in Conversations

Turning incoming emails into tickets

Hey folks! Is there a way to set an incoming email to specific addresses, into specific tickets?for example, if the customer sends an email to our billing@example.com email, to automatically turn it into a billing ticket, but if they send an email to support@example.com, it'll automatically turn into a support ticket?As opposed to a normal conversation?​When I tried using inbox rules to set the ticket status as "submitted", it just didn't do anything since no ticket type was selected.​Thanks so much! 🙌​

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D
9 months ago
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User764New Participant
asked in Conversations

How to forward @blue-current.intercom-mail.com mails once offboarded as a customer of Intercom

Hi all, We are no longer using Intercom, but customers still email us on Intercom email adresses. We now added an automatic reply, but it would be much more helpful if the emails are automatically forwarded. Do you know how to do this?Kind regards,Sannah

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Racheal
9 months ago
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Julia JannettiNew Participant
asked in Conversations

Assign to both a team and teammate at the same time in inbox rules

If a customer says ‘Hi Sarah’ I want it to automatically get assigned to Sarah. However, I ALSO want it to be assigned to sales so that sales is credited for the response in the data tracking. 

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Jacob Cox
10 months ago
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claire_c_92New Participant
asked in Conversations

Setting up Intercom for multiple products

Hello!The company I work for has 2 separate products with 2 different domains.I understand I can use one Intercom workspace if I use the same app id > all activity will be sent through to the same workspace.The products work slightly differently so I will need to capture different attributes for each one.I am thinking of creating a customer journey for each product, identifying which attributes or events will help in my customer engagement (i.e. which data do I need to trigger an action in Intercom) then asking our devs to integrate it in our tracking. Does that sound like the right approach? Is it normal that I will have some attributes for product A which will never be used for Product B (unless the user is using both products)?Any tips or best practices welcome!

1
Jacob Cox
10 months ago
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Tommy SpiesNew Participant
asked in Conversations

Error showing incorrect client names

When a client sends a support messages sometimes intercom will show the message as being sent from a different and incorrect client. So if Client1 sends a message sometimes Intercom will notify me that I received a message from Client2. I don’t know what could be causing this issue but even when I open the message box to respond it will have Client2 at the top instead of Client1.

2
T
10 months ago
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AsselNew Participant
asked in Conversations

Close Multiple Open Conversations

Hi all,I’m looking for a way to mass close open conversations. For example, close 1 week or older open conversations. If it’s possible, please share how can I do it. Thank you!  

6
J
10 months ago
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vinh dang dNew Participant
asked in Conversations

[Android] App crash with GalleryLightBoxActivity.onCreate

Hi,We work on Android Native with Intercom version 12.4.2.implementation 'io.intercom.android:intercom-sdk-base:12.4.2'We received the app crashes on our Play Console. The error message was:Please help us provide the suggestion for this issue.Thanks

2
V
11 months ago
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Customer MNew Participant
asked in Conversations

Conversation reports

Is there any way to see which pages the customers most starts news conversations via messenger? I did not find this information in the custom reports.

2
C
11 months ago
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ZviaNew Participant
asked in Conversations

Can I merge conversations?

Hi, Is there an option to merge tickets? I have two different tickets that are basically on the same issue and I wanted to merge both of them into one.

35
U
11 months ago
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SimayNew Participant
asked in Conversations

How can we fix not getting notifications for certain conversations/emails assigned to the unassigned inbox?

Hey there, 👋  We are 18 members in our team and none of us are getting sound notifications when we get live chats from certain people (for example, when we receive chats from our company team members) and definitely not getting sound notifications when we receive emails to our unassigned inbox. All our notification preferences are set correctly, please see the screenshot below. And all other inbox notifications work well.  All of us are using the Chrome browser on Mac computers, and browser notifications are allowed. Tried chatting with live support to solve it, but the solutions offered weren't helpful (clear cache and set a rule to auto-assign everything to a different inbox (not ideal, we can't use)). We are sometimes missing our SLA's because we miss some of these emails we receive, and it's becoming more and more disturbing every day. What can we do to fix this? We just want to get normal notifications for everything we get. Thank you.  

7
D
11 months ago
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Inter C12New Participant
asked in Conversations

Why can't I hear the notification sounds?

I have browser notifications turned on for Intercom, but I don't hear the notification sound/noise. What's going on?

2
D
11 months ago
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Coach KNew Participant
asked in Conversations

Question about applying SLA Inbox Rules to Tickets

I’m trying to sort out our Inbox Rules to apply a separate SLA to the tickets that come in.  We currently have an Inbox Rule that applies an SLA to incoming conversations.  However, if that incoming conversation is tagged a certain way and becomes a ticket, we want a different SLA to be applied.  I’ve tried a few variations, but the SLA for incoming conversations is always being applied to the Ticket conversations.  We use tickets for one purpose: to provide cancelations/refunds. For example, we have tags automatically applied--this works: We then have these two Inbox Rules:This one doesn’t seem to work:This one works every time:I know I’m likely missing something in the logic--I just want one contact type to have SLA 1 and another contact type to have SLA 2. Thanks--

2
C
1 year ago
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