Helpdesk

Hi. Is there a tag I can add to my template to show a link to view the current email in the browser?Ideally it would just output URL.

Hi there,  We are interested in defining a customer complaint form which users can search for in the help centre. Does anyone know if we can do this using OOTB functionality?Thanks, Rob

One potential solution to bypass the confirmation prompt when clicking on Zendesk links is to adjust your browser settings. You can try disabling pop-up blockers or configuring. your browser to allow pop-ups from Zendesk specifically. Additionally, you might consider contacting Zendesk support for further assistance or to inquire if there are any settings within your Zendesk account that could help resolve this issue.

Hello,I would like to know if it is feasible to initialize conversation attributes when using the javascript SDK.I'm working on integrating the Intercom JavaScript SDK into an e-commerce platform. Our goal is to embed the Intercom messenger on the order confirmation page, so customers can inquire about their recent purchase without re-entering their order ID.We have tried to initialize custom parameters usingIntercom(‘update’, {...})However, this seems to only have an effect for People Attributes and not Conversation Attributes. We need to pass the order ID into the conversation context, as our support flow heavily relies on this information. Since a customer may have multiple orders, setting the order ID as a People attribute isn't a viable solution.Are there methods within the Intercom SDK to initialize conversation attributes directly, or a workaround that could suit this use case? We're open to alternative approaches if there's a more effective way to achieve this user experience.

Hey everyone, In order to make intercom customer tickets interact with one of our workflows we need to have each ticket with a UUID - I don’t mean the ticket ID that we can check in the URL, I need exactly a 36-digit UUID for this to work. I have created the ticket_id field in every ticket, but now I can’t find a way to populate it automatically when a UUID once the ticket is created. Any idea how to do this?Thanks in advance!PN

we are currently facing a challenge. our customer base are car dealerships.users typically call from the general dealership phone line. there could be several users calling from the same general dealership phone line.when the general dealership phone line is tied to multiple users, we can't identify which unique user is calling.in our testing, we called 3 times and 2/3 of the time were identified as User A and 1/3 was identified as User Bhow can we solve for this?

Hi Intercom team,I have some concerns:How can I change the content of auto reply email. because when I set up it just showed to customer like this picture below:How can I filter type of email can be converted to ticket because all of email even spam emails are converted to ticket. email I set up in forwarding email on Intercom just a alias email so how can I filter only that alias email can receive and convert to ticket  I’m looking forward to your reply!

Hello, my customers ask to our support questions through two ways : our website and our platform.We actually have an autotag which identifies the user source when the conversations opens. I want to change it, but i can’t find this workflow / path anywhere on Intercom.Can you enlighten me ?

Is it possible to import existing HelpScout tickets/conversations into Intercom?

I don’t see a way to link related conversations, but I’m sure there’s a workaround that I’m missing. The use case is: two related customers reach out independently about the same instance of an issue. I guess I could use a tracker ticket that’s specific to that instance of the issue, but since a conversation can only be linked to one tracker ticket at a time, that means that the conversations then can’t be linked to a ticket that describes the overall issue (and all customer instances).

I would like to select multiple conversations and add a closure code to all of them in bulk to then close them. I can’t create a rule because I have to check the conversations first before I close them. 

Unable to send replies, add notes or contact your Chat support. Please connect with me on my registered email ASAP. 

Is anybody reach the support, or is there any official statemen by intercom about ETA?

We have been without chat for more than an hour to be able to answer our customers. Does anyone know when this will be resolved?

A

Hello! Are there any maintenance works right now? We keep getting the “couldn’t sent” error when trying to reply users in the messenger. I can’t contact Support for the same reason.  

In console I am getting errors: [{code: "client_error", message: "Unknown server error"}] request_id: "000345fhkb1vhl6q4p8g" type: "error.list"This happens also to the internal intercom conversations

Hello everyone, I'm Darshan Hiranandani, exploring ways to set up automated messages in Intercom to better engage our users. Can anyone share their experience or provide step-by-step guidance on how to accomplish this? Any tips or best practices would be greatly appreciated. Thank you in advance for your help!

I implemented intercom push notification on an react native app, it only works when i’m on the app but doesn’t work when the app is on backgroundPlease how do i make it work? 

Once you’ve posted a note on a back end ticket - is it possible to edit it? Can’t see an option to do so in the 3dot options menu associated with each note. If not possible - is this something that intercom has an intention to introduce? 

Hi All, I’m wondering if there’s a report we can generate to see how many unique users sent us messages?I want to compare adoption between 2022 and 2023. Your help putting this together would be appreciated. Thanks! Michael

Whenever I try to add a new attribute, I get a red warning stating, "Items with duplicate labels cannot coexist in the same list." Though I understand the message, I'm certain there are no duplicates. Has anyone else faced this issue and can offer advice? Thanks! 

I’m surprised this hasn’t come up more often when browsing the community-  This was asked over on:  How are Support Leaders exporting or extrapolating important customer data points in order to provide better insight to the rest of the organization about what Support Teams are talking with users about?  For example:If I have a conversation data point called Category with a list of relevant things about our product, I would like to create a Sub-Category conversation data point that allows me to break this done.  This feature has existed for almost a decade in Salesforce. 

Is there a way in the iOS SDK to disable opening a conversations while keeping the ability to send campaigns?Specifically when user taps on campaign we wouldn’t want them to be able to start a conversation from it