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Intercom's blazingly fast next-gen Inbox

405 Topics
1,166 Replies

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405 Topics

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qqwNew Participant

asked in Help Desk

Merge tickets

Can I merge the ticket from the same user?

6 hours ago

Lina AreklewNew Participant

asked in Help Desk

Opting in

I am trying to created a button in an email and link to the subscription opt in page. Used the link + used ID, but when testing I still end up with technical difficulties page. When checking the unsubscribe link in old email it works fine. Suggestions?

17 hours ago

AndyNew Participant

asked in Help Desk

Lack of support from Intercom

I find it fascinating that Intercom, a customer support company, has no support on weekends. My subscription expired on a Friday and I wanted to renew, however going through the renew process failed because the system said I already had an active subscription. This is a $1,000+ purchase.Instead it’s been over 24 hours and still no response from Intercom. Luckily the purchasing glitch fixed itself after 24 hours so I’m now able to use the account again. But for 24 hours I was unable to respond to customers.Intercom seems to operate like a legacy government agency with archaic work rules. Just a reminder there are many competitors out there offering similar products, often for 10% of the cost of an Intercom account.

23 hours ago

Analisa WestNew Participant

asked in Help Desk

Integrating Microsoft Teams with Intercom - additional costs

Currently on a growth subscription plan and wondering if this plan includes intercom inbox subscription? Or does that need to be purchased separately? Looking to integrate Microsoft Teams and Intercom together. As we would like to split sales and service-related queries.Thanks.

4 days ago

Aaron LifshinNew Participant

asked in Help Desk

Add BCC to intercom email

Is it possible to add bcc to an outgoing email from Intercom?

6 days ago

david meakinConnector

asked in Help Desk

bulk merge leads and users

I’ve imported a csv file with a number of users on without realising some of these people were already leads, they should never have been leads in the first place but as they were I now have multiple email address and names. Is there a way of merging these leads and users in bulk?.

7 days ago

sujaISNew Participant

asked in Help Desk

An error occurred while loading your conversations

Hi all, First time on the community. Hope this is the right place to ask this question.Has anyone come across the following message, when trying to access their inbox?“An error occurred while loading your conversations” Any help would be appreciated. My team’s currently unable to access any of the waiting messages!Cheers,Suja

17 days ago

cathyjliuNew Participant

asked in Help Desk

Stop sending rule on the post is not working

I created a post and set the rule of “Stop sending on Tuesday Nov 7, 2023 at 4:00PM Los Angeles time’ under Frequency and Scheduling. The Post wasn’t stopped on Nov. 7, 2023. I had to manually put a pause on my post on Nov. 9th. Is this a bug? What how should I put a time frame to limit the length of my post?

20 days ago

Aaron ByromNew Participant

asked in Help Desk

Use default contact for an email inbound to use the reply-to address

Hi all, I’m hoping to change the default identifier from `from` to `reply-to` on an inbound email. We have a form that sends an email when the user submits however it comes from no-reply@company.com and we attach a `reply-to` with the user’s email address. In the intercom conversations, everything is working except that the conversation is linked to no-reply@company.com instead of the user’s submitted email address that comes from the `reply-to` This means we cannot view the correct contact in the conversation. I was going to attempt to detach the contact using the API however it is quite risky to try an wait for the conversation to be created before I detach / attach new contacts. Do you know of any way I can set the default contact for an email inbound to use the reply-to address?

21 days ago

Zac HermanNew Participant

asked in Help Desk

looping in support places conversation in my name instead of customer's

When I receive a support email from a customer, I would like to respond the customers inquiry while also cc’ing the support email that goes to our intercom team inbox for visibility. This is working, however every time I do this the conversation goes in my name instead of only the customer’s. Looking for some ideas here on how to make sure my name is not placed in the conversation field. As you can see from the email below, it is treating me like a lead even though I have an account in intercom with the email address I replied from.

21 days ago

Pat BarlowNew Participant

asked in Help Desk

Bug report: 'Mentions' filter stays stuck on screen when opening side conversation

This doesn’t happen with any other view, just the mentions tab.

21 days ago

Pat BarlowNew Participant

asked in Help Desk

Bug report: Images in email replies have fixed height, so they warp weirdly

hiding the sidebars stretches the image, but it should just be the correct locked aspect ratio the entire time so that I can view and read it as it was intended

21 days ago

Motorhome TripsNew Participant

asked in Help Desk

Is it possible to reply a specific message in Whatsapp channel?

The Whatsapp has the feature to reply an specific message. Intercom has this feature working in Whatsapp channel?

21 days ago

Daniel N12New Participant

asked in Help Desk

How do I remove "from" company name on address when email is sent from intercom?

We want the full name of the sender to appear instead of "sender_first_name from company_name"

23 days ago

RaymondValentineNew Participant

asked in Help Desk

Organising Inbox Messages

Hi guys, I’m new here and just getting familiar with Intercom. A bit of background on us. We have a multisided platform. One product is “Service Provider” and the other is “Consumer”.I’m wondering is it possible to have separate inbox folders which can organise users based on attributes “isServiceProvider” or “isConsumer”. So when we receive messages, they will automatically go to the correct inbox folder instead of All Users. I'm still figuring out best use cases and am a complete novice so any help would be appreciated. CheersRay

28 days ago

Rayan NasirNew Participant

asked in Help Desk

Bulk Close Certain Snooze Conversations

Hello. I am aware of the option on how to select multiple conversations in a view and close them. However, we don’t wish to close all the snoozed want to close a particular type of snoozed conversations. Is there a way to apply a filter and only get the relevant type of conversations and then be able to bulk close them? Just sorting doesn’t help when you have a few thousands snoozed conversations.

1 month ago

CoinSavi TeamNew Participant

posted in Help Desk

Bri DNew Participant

asked in Help Desk

Snooze more than one conversation

Hi there, I was wondering if there is a way to snooze more than one conversation at a time as I end up with multiple tickets that need the same custom date to re-open and at the moment have to go into the conversations one by one. That takes alot of time when you have 70-90 tickets that need to be snoozed. If it isn’t possible might I suggest it as a feature? Thank you so much!

1 month ago

ChrisNew Participant

asked in Help Desk

Email Auto-Reply With ID Number

Does anyone know if there is a way to have an automated reply to customer emails that includes the ticket/case/conversation ID? So, customer emails and gets an automated email back with a templated response, and the email also includes the ticket ID or case ID or conversation ID? Not fussed which ID, as long as it gives them some sort of number to reference. Thanks in advance!

1 month ago

GinNew Participant

asked in Help Desk

Can not send a new email to my user

Did anyone encounter an issue starting a new conversation via email because it shows an error?I received an error when I tried to send an email to a new user, even though I have already verified my domain address and obtained the send email permission. It's quite strange. Can anyone help?

1 month ago

MaximVNew Participant

asked in Help Desk

Email forwarding verification

Hey everyone,Just started implementing Intercom for our company and I’m getting stuck at the “basic steps” as it seems, maybe someone experienced the same behavior. We have two general inboxes through which our customers can contact us and I’m trying to set it so that all emails that arrive at those 2 inboxes will be visible in the Intercom for the support team. We are using Office 365, so the email provider is MS (Outlook) and the person responsible for managing our email went ahead and added the forwarding address that is provided by Intercom to Outlook settings. When I click “Verify email forwarding” I receive an email to our general address “support@companydomain.com” and right after that I receive an email from MS Outlook saying “Delivery has failed to these recipients or groups”. Also, I see an error message saying “Email forwarding is not set up. Check your forwarding settings.” under my forwarding settings. I tried the same steps for another email: info@companydomain.com and I

1 month ago

Aranzazu Castro TavaresNew Participant

asked in Help Desk

Sync sent emails from Intercom in sent folder in Gmail?

Hi there, I currently use Hubspot for my Customer Service department, so every time we reply to an email from Hubspot, we can see that email in the "Sent” folder in our Gmail address - I’m now setting up Intercom, since we wanted to use the AI chat, however, when I reply to emails using Intercom, those are not visible in the “Sent” folder in the Gmail address linked to Intercom - and I really need to be able to do this - does anyone know if this is possible and how to set it up?To clarify, I already was able to set up the “sender email address” - but what I want is for all emails that we send from Intercom, to be synced in our Gmail address - just like it happens with HubSpot. Thank you!

1 month ago

SelvamNew Participant

asked in Help Desk

How to setup new inbox rules with SLAs?

Hi,I've successfully set up the rules within the workflow, and the SAL report is functioning well, displaying misses and overall SLA performance. However, I'm encountering difficulties specifically with creating the inbox rules. Could you please offer guidance, possibly through screenshots or a video tutorial, on how to configure the inbox rules to meet all three conditions?

1 month ago

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