Helpdesk

We are having trouble with office hours not being taking into account for the ticketing reporting. For example, the report says the ticket was open for 1 day and 4 hoursWhen you look at the breakdown on the ticket it says:ticket open: 22/05 at 1:36PMticket closed: 27/05 at 4:52PMThere is more than 1 day and 4 hours between those dates. If you convert the 1d 4hrs into 24 hour time you get 28 hours, then divide by 8 you get 3.5 working days which is correct but it is not displayed correctly. Does anyone have a work around for this? Thank you!! 

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to users who are trying to access the Help Center or contact Support during the outage?I'm also wondering how this outage impacts our responsiveness metrics. For example, does the time waiting during the outage count toward our first response time and responsiveness reporting?Thank you!

I want to be able to distinguish between mentions on conversations that have been resolved vs. conversations on tickets that are unresolved. Using the “unread” view doesn’t help me a lot because I want to be able to view and come back to mentions on open tickets (esp. given that tickets can’t be assigned to multiple people). I guess mentions on closed tickets will be visible on the “read” view forever?

Hi team!I'm trying to understand how a customer ticket that was closed 3 months ago got reopened, despite our settings that should prevent it. I'd appreciate help understanding the mechanism.Setup:Tickets Portal is enabled for our customers Under Settings > Channels > Messenger > Control inbound volume, "Prevent users replying to closed tickets" is ON, set to 30 days (same for visitors and closed conversations) We have a workflow with the trigger "When a ticket is created" (Customer tickets, Web, Users) that applies an SLA and assigns tickets to our support teamWhat happened (from the ticket activity log):3 months ago: customer submitted a ticket via a Messenger ticket form, it was handled and manually closed by a teammate 4 days ago, on the same ticket ID, this sequence appears in the activity log: Company attribute set (by AI/automated attribution) Moved to "Submitted" and shared SLA applied by our "when a ticket is created" workflow Assigned by that same workflow Import

When searching for conversations or tickets or viewing a list created by a view, we often want to apply bulk updates to the list of conversations or tickets. Currently, the list of changes you can make to a conversation/ticket is very limited. We would like to be able to change any conversation or ticket field whether standard or custom field. Example:I have a view showing me tracker tickets. I want to bulk update all tickets in this list with a value from a custom ticket field called ‘Product’. I cannot do this at present.

I wanted to flag some feedback on the recent change to the Intercom tagging system (rolled out this past weekend), as it's slowed down our tagging workflow noticeably.Previous behavior: Typing a partial tag would surface a matching suggestion, which we could select and confirm by pressing Enter. This made tagging very fast.Current behavior: Partial matches no longer trigger suggestions — the full tag has to be typed or pasted before it appears. Additionally, the Enter key no longer confirms the selection; it now requires manually ticking the checkbox with the mouse.Together, these two changes have added meaningful friction to a high-frequency action. Would it be possible to restore the partial-match autocomplete and Enter-to-confirm behavior, or is there a setting we may have missed?

Hey Connectors! Our Inbox product team are looking for feedback on which bulk actions you'd like to be to do in the Inbox. So, let me know in the comments!

I want a list of all the contacts that I have open conversations with, in a person inbox or team inbox. I need to export that list to a CSV for use in our CRM.

We want to export full extracts of our conversations from our workspace - how can I do this?

Hi,Is there a way to export all the tagged conversations?I wish to get a spreadsheet with the message that was tagged, so I need to check the content sent itself.Thanks in advance

 Hi everyone,I am opening this feature request to address a recent and highly crucial update from Meta’s WhatsApp Business Platform ecosystem: the official support for WhatsApp Coexistence.During my interactions with the Intercom support team, there seems to be a misconception that using the WhatsApp Business App and the Cloud API simultaneously on the same phone number is either unofficial or a workaround. I want to clarify that this is now a fully official feature documented and supported by Meta, and having Intercom support it natively would be a massive game-changer for many businesses.What is WhatsApp Coexistence?Meta now officially allows businesses to register and use the same phone number concurrently across the WhatsApp Business App (mobile/web) and the WhatsApp Business Platform (Cloud API).When configured correctly via Cloud API, this setup enables: The Best of Both Worlds: Centralized multi-agent support inside Intercom via the API, while maintaining the ability to make/rec

I am trying to integrate JIRA for Cloud with my Intercom Inbox. However, once a JIRA ticket is created, it is not getting linked to the Inbox panel. I manually added the link as well and it says in the note that the linking was successful - still do not see anything here.Am I missing anything? 

Hi everyone,I’m unable to send any WhatsApp message to one specific client. No matter what I try to send, I get the error: “Something went wrong, please try again later.”The client has been waiting for a reply since yesterday, and they also just sent another message a few minutes ago, which I still cannot respond to.I also tried starting a completely new conversation and sending an already approved template, but the same issue still happens.Has anyone experienced this or knows how to fix it urgently?

Would love to see a  way to integrate the Country specific calendar for automatic holiday setup?  Right now, holidays have to be added manually, so having a built-in or sync option would make this much easier.

There should be a way to separate all back-office tickets from customer-facing conversations in the support queue. Ideally, they would have their own dedicated section in the Intercom dashboard so they don’t appear under the “All” tab, since these are not customer-facing tickets.

Please make this possible.

Hi Intercom Team 👋🇬🇧, ℹ️ Feature Request: ✨ AI-Powered Semantic Prioritization & Smart Sorting 🤯 The Problem: Chronological BottlenecksCurrently, conversation sorting is limited to chronological or rigid SLA-based metrics (e.g., "Last activity" or "Next SLA"). In a high-volume environment with 30-40 open chats, this "dumb" sorting treats a simple "Thank you" with the same urgency as a "System Down" emergency. Agents waste significant mental energy manually triaging lists to find critical issues, leading to burnout and delayed responses for high-value customers. ✍️ The Solution: Semantic AI SortingWe propose adding a ✨ AI Priority sorting option to the conversation management dropdown. This feature would utilize a "Middleware Triage" to analyze the intent and sentiment of every incoming message in real-time. 😇 Dynamic Triage: The AI automatically identifies and bubbles up frustrated users or high-intent leads (e.g., "Payment failed" vs. "Just checking in").✅ Seamless Integratio

In the instance where you have resolved a clients original question, and they reopen the ticket after a number of days/weeks with an unrelated query, what is the most efficient way (least number of clicks/typing) to take their latest query and have this log separately?The advice from before () seems outdated as Linked tickets are now grouped into Tracker, Back-office, or Side, which this doesn’t seem to cover (unless I’m misunderstanding the use cases).Thanks!

Hello! I’ve noticed that when a customer replies to a ticket, that the status will remain Resolved for instance. Shouldn’t the status change back to In progress perhaps? 

Currently the subject for the ticket notification is seen  as the first message in the coversation on the ticket which is ‘Create a ticket’.

At the moment, it is not possible to merge tickets that originated via email or messenger with tickets created from a phone call.In practice, many of our customers follow up on the same issue across multiple channels. Not being able to consolidate this information into a single ticket makes handling these cases unnecessarily cumbersome and error-prone.We consider this a significant limitation and would strongly appreciate support for merging these tickets across channels.

Hey everyone,We’re looking for insights on how to effectively use Intercom’s ticket tracker to manage feature requests and bug reports. Here’s our current setup, and we’d love to hear your thoughts, suggestions, or any case studies from the community!Our Current ApproachWe have a module in our app called "Customer Management," which frequently receives customer requests for enhancements and bug fixes. To streamline tracking, we created a tracker ticket type named "CRM Module Enhancement Requests."Each request is logged as a separate ticket with a specific title, such as:🔹 Customer’s Address adding feature🔹 Customer’s purchase profile Feature🔹 Customer’s Phone Number edit option  Our Goals✅ Identify which modules receive the most customer requests (daily/weekly/monthly)✅ Determine the most frequently requested features within each module✅ Set up reports and charts categorizing requests by business type and feature title, using customer request count as the baseLooking for Suggestions

Hey Team,We rely heavily on snoozing as a core part of how we manage high conversation volumes. When there's no pending action on our side, agents are expected to snooze conversations for a few hours so we can keep our views as clean as possible and handle incoming volume more effectively.We also have open conversation limits set per team member and use Balanced assignment — however, one of the challenges we're running into is that agents aren't snoozing consistently. Conversations with no action item on our side are being left open, which blocks Balanced assignment from triggering properly and puts us in a loop of having to manually check that everything is snoozed correctly.Do you have any ideas on how we can address this without requiring a manual action from the agent each time? We're considering leaning more into the Idle status or exploring other options, but would love to hear what's worked for others.On a related note — how do you handle inactive customers? Do you send a follow

Sometimes a conversation/ticket comes in a way that doesn’t trigger the usual Fin workflow.  Is there a way to assign it to Fin so they can handle it.

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