Helpdesk

Is it possible to set hotkeys for the likes of resolving or closing a ticket?

Hi Team,I am Darshan Hiranandani, have two different tickets that address essentially the same issue, and I would like to merge them into one. I’m wondering if the feature to merge tickets has been developed or if it’s planned for future updates.If anyone has insights or updates on this, I’d appreciate your suggestions or ideas on how to handle this situation in the meantime.Thank you!Best,Darshan Hiranandani

I have a data attribute (csm_email) coming in from Salesforce to Company Data. That data needs to appear in the User (People) data also for NPS survey reasons. Is there a way to get a Company Detail attribute to sync to a People Data attribute field? I tried using Qualification Data for this but I think that can only happen if the Agent manually edits Qualification Data and I want this to be automatic. Thank you.

Turning off the silly names: Hi guys is there anyway to turn OFF the silly random names Intercom assigns to unknown users? I just have bad visions of our staff calling a customer "Mr Suitcase" etc etc.....by mistake.

I’ve been exploring different ways to communicate with businesses, and I recently came across a tool called My current zip which uses my device’s GPS location to display my current ZIP code. It got me thinking about how companies can make their messaging more personal and location-relevant. I regularly use Intercom to chat with businesses, and I’m curious how location data, like the one from "My Current Zip," can be incorporated into these interactions to improve the customer experience.For example, when I visit a company’s website, could Intercom send me messages based on my current ZIP code or location? I’m wondering if there are any features or settings that allow a company to send personalized, location-based content to users, like suggesting stores nearby, promotions that are specific to my area, or even notifying me about services in my ZIP code.As a user, I want to know how much control I have over this kind of interaction. If a company is using Intercom, can I choose whether or

Cuando intento crear tickets de Intercom a Jira me esta arrojando el error:{  "code": 401,  "message": "Unauthorized"}Esto nunca me habia sucedido y de hecho media hora antes habia creado un ticket sin novedad, me podrian ayudar para verificar que puede ser por favor 

I'm exploring ways to improve customer support on Intercom, and I came across Speakatoo's text-to-speech (TTS) API. Has anyone integrated a TTS service like Speakatoo into their Intercom workflows? I'm particularly interested in using it to convert text-based responses into audio for customers who may prefer listening to solutions rather than reading them. Could this enhance the accessibility and user experience of support interactions? What challenges or best practices should I consider when integrating text-to-speech within a customer support platform like Intercom?

A colleague calls me and says “Please open ticket 2138”how do I quickly go to ticket 2138?Please enable a keyboard shortcut / search to go to tickets quickly

I’ve been struggling to get Tickets setup in a way that works for usOur engineers use Jira for all bugs, issues etcWe previously used Conversations for all issues and a ‘Tier 2’ inbox, have been trialling using Tickets however coming up with a few roadblocksWhen converting to Customer Ticket for a bug, then discovering that a different user has the same issue we quickly double up on work as the ticket needs to be created again as a Tracker Ticket, this then creates a new Jira issueWould creating all tickets as Tracker Tickets be better here? Also, we’re struggling to post the IntercomURL to the Jira Issue, so Engineers can refer back to the conversations when working on the issue as ID or URL isn’t exposed in Automations, is there a workaround for this?We’re having to paste the URL into a text field when we create the ticketThe basic Jira for Tickets has this however when you want to use custom flows it’s not possible it looks like

Hello, I’m Julio Herrera from Via Dei Vellutini, Italia. I’m looking for a method to retrieve hidden recipient email addresses from a sent email when they aren’t visible in my email client’s sent folder. What are the best ways to access this information, and how can I ensure that the process complies with privacy and data protection regulations?

We are trying to configure the ticketing system so that it can always remain accessible in a tab, allowing users to only submit tickets while simultaneously having access to chat. Could you please advise us on how we should set it up to achieve this functionality?Additionally, we would like to know what should be configured for times when the support team is unavailable, or when the queue is too busy.We’ve already set up the working hours, but it hasn’t made a difference.Thank you for your help.

Hi there, We are working with the CSAT and are beyond happy for internal use.  We would like to follow up with our happy customers and by email ask them to leave a review at a 3rd party site in order to share their experience and forward our not-so-happy customers to our Customer Succes Team. I am yet to find a way to set this up - Am I missing something in the Workflows or am I looking in the wrong place?

There are actions that users of our app can’t do on their own and that they need to reach out to our support team to ask them to do for them. This is clearly stated in our help center articles, when that’s the case. So, now they reach out, and there’s Fin (who we call “Alvar”) trying to answer the question. Only, he tells the customer reaching out to him, that they need to contact the support team, which is what they just did 🤯.See this example (i’ve got MANY more)Surely, Fin should be thought that he is a member of the support team, and when he thinks he should tell the customer to contact support, what he really should do is to assign the conversation to a human and do nothing.  Anyone experience the same issue? Any practical workarounds? What we do now is that we have humans monitoring the Fin inbox and jumping in, making a joke about Fin being a new team member and that he is not that good yet… Obviously not efficient (not to mention that Intercom will still charge us in this case

Dear Intercom team,We are having a problem opening attachment with document type .xlsx. These have been added as described in the unsupported file types. See image,This worked previously, but for some inexplicable reason it no longer works. Can you help us?Groet, Gwendolyn  

Would it be possible to change the waiting on customer status to on hold, and then you have the option of putting waiting on customer as a sub status? instead of having waiting on customer for all the on hold selections. 

Good Morning,We pretty much on a weekly basis have issues with Intercom phone related to calls stuck in a loop, or dropped calls, or some sort of phone inconsistency. Has anyone else been experiencing the same behavior? Has anyone be able to do anything on their network to help improve things? Any assistance from Intercom on this?  Thanks 

what I want to achieve is to make the chat window always visible no need any button/widget to open the chat. 

We're a pretty small support team here at Tiller and we're thinking about how best to increase our efficiency in 2023. I'll share some context, but am really looking for insight into how others are doing this / set up to see if that inspires us to change some aspects of our process.  We have our inbox organized into about 5 teams, that are sort of specific to product area. E.g. billing team, bank data feeds team, workflows/tools/templates team and so on. We have about ~400 new conversations a week. Our average hours to close a conversation (not including those escalated to one of our vendors that generally will take much longer) is about 25 hours. We don't offer live chat and our average first response time is about 2 hours.  To help us set goals and boundaries on expected workload each day we have " catch up thresholds" - each team has a specific threshold based on the urgency/type of issue. Bank data feeds issues are our highest priority and during our high

We have recently started using tickets and the reporting doesn’t seem to make sense. When conversation is started, everyone on the team will get a notification. Once someone on the team responds to the conversation, it is automatically assigned to that person. In the past, we would unassign a conversation before closing to make sure everyone would get an audible ding if the person replied to the conversation. If the conversation was still assigned to the teammate who originally spoke with the customer, only that person would get a notification. We have been doing the same thing with tickets and unassigning it once the conversation is closed. The issue now is that the tickets are showing up as unassigned in the reporting so we don’t know who took care of the issue unless we go into each ticket. Why is “unassigned” showing up as the teammate who took care of the ticket? How do we make sure everyone gets a notification when a new conversation or email comes in? How do we make sure the tea

Hi Team,I’m Darshan Hiranandani, in the process of migrating our current rules for automatically closing conversations (like those for spam and notifications) to the new workflow settings. However, I’m having trouble finding the appropriate action for this task.Could anyone offer suggestions on how to configure workflows to automatically close conversations based on specific message types? If you have any tips or know where I might find the relevant action or setting, your input would be greatly appreciated.Thanks in advance for your help!RegardsDarshan Hiranandani

I need to know how the use of snooze has impacted my average resolution time, specifically the additional time it has added (the time the chat was in Snooze) from the moment an agent was assigned until the closure.What is the best way to create a report that provides me with this information? I couldn't find a filter that gives me the average snooze time in conversations. To be more specific, I need to know how long my resolutions would take without the snoozes.And if possible, I would like to know the total time spent in snooze.

Is there any way to add some kind of visual alert in the chats to show when the time has exceeded the defined SLA?For example, if the response time is 1 minute and that time passes without a response from the customer, a red alert would appear in the chat to notify. Something like this example:Green: time is okayOrange: attentionRed: out of time  

When a user uploads an attachment in a conversation, we observed that:The webhook payload contains an html string with the file URL somehwere inside it: "body": "<div class=\"intercom-container\"><img src=\"https://downloads.intercomcdn.com/i/o/112xxxxx53/131xxxx01249e994131/image.png?expires=1722233700&signature=8a70c55c0ed3000c00ae533xxxxxxxxebc3407b10136029aff26bd5f3c3\"></div>"   In custom actions using `Last Message Body` we get "payload": "[Image \"some-file.png?expires=1722255300&signature=f0e6d92d99861c0046910ace7821c80c06850fad91498faxxxxxxxxxxxxxx\"]", We ask:How to get the file url as plaintext, not html, in webhook how to get complete file url in custom actions When user uploads multiple files we get multiple webhook events - and not a single one with all the files inside of it. It means we have to somehow wait and aggregate webhooks, but we wouldn’t know when to stop. Is there a way to receive multiple files on a webhook? We couldn’t get mu

Hey! I configured Intercom using instructions for the Angular Web app. We have requirements to support visitors without logins and users with logins. So I followed your instructions and implemented it like this: // In the AppComponent which is the root component, I added this codeimport {Intercom} from '@intercom/messenger-js-sdk';@Component({ selector: 'my-app', templateUrl: './app.component.html', styleUrls: ['./app.component.scss']})export class AppComponent implements OnInit { ngOnInit(): void { this.initIntercom(); } private initIntercom(): void{ Intercom({app_id: environment.intercomSettings.app_id}); }}// We are calling the boot method when the user successfully logs inboot({ 'app_id': environment.intercomSettings.app_id, 'id': this.userApi.currentUser.id, 'user_id': String(this.userApi.currentUser.id), 'name': this.userApi.currentUser.name, 'email': this.userApi.currentUser.email, 'created_at': Math.floor(new

Save button is greyed out in the authentication section even though I have entered all the values