Helpdesk

We receive feedback and requests to our direct emails, on phone calls, through text messages, and in Slack. We are starting to use Tickets in Intercom to keep track of the requests so we can easily send out emails through Intercom to whoever specifically requested something. The problem is: if my coworker heard feedback from a customer and shares that with me in Slack, it’s odd for me to open a conversation with the customer in Intercom. I’d like to create the Tracker Ticket type of “Feature Request,” and link the customer to the specific ticket without having to jump through hoops or send an awkward email from Intercom like “Hey, I know you spoke with my colleague and you don’t need to reply to this, but we’re on it!” Especially if it’s for a feature request we know we aren’t going to have bandwidth to get to for at least 3 months.I would love to know how y’all are managing this.

How  can i a adjusting SLAs for peak hours, lunch breaks, or outages. 

Hi,As a company, we have been using intercom for some time. We have now reached the point where we also want to set up all inbound e-mail.A short introduction to our company. We use intercom to contact our 20,000 delivery people who distribute for us every week.In addition to chat support, we now also want to have incoming emails picked up within intercom by our various teams.Teams are divided into regions and there are different functions within the region.We would like to have incoming mail arrive in a regional inbox by region. We would then like to have a division within this teams inbox with different sub inboxes.We are going to segment our users in intercom into regions.I want to be able to apply rules to the general email addresses so that they end up in the correct team inboxes, but preferably also in sub-team boxesSo my question is actually whether this is possible? I hope the image below helps clarify my story 

It seems that now the rating is being sent after a conversation is closed after 7 days (without any reply from both sides) . Have you done any recent changes in regards to this? 

 It shows me an error message: An error occurred while loading your conversations. I tried reloading my page, opening in incognito, restarting my device, to no avail. I have intercom on my phone as well, and it’s working there. Help please. The error on my Help Desk inbox 

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.

My entire account is down.  I can log in, but I no longer have access to services. It tells me I have to subscribe to services, but I already have a subscription.I can’t seem to get an answer from your tech team.  Please help!

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. 

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?. 

After installing and setting up intercom in a react native project, android build fail.I’m getting the following errorExecution failed for task ':app:mergeExtDexWatuDebug'.> Could not resolve all files for configuration ':app:watuDebugRuntimeClasspath'. > Failed to transform play-services-measurement-api-21.4.0.aar (com.google.android.gms:play-services-measurement-api:21.4.0) to match attributes {artifactType=android-dex, asm-transformed-variant=NONE, dexing-enable-desugaring=true, dexing-enable-jacoco-instrumentation=false, dexing-is-debuggable=true, dexing-min-sdk=21, org.gradle.status=release, org.gradle.usage=java-runtime}. > Execution failed for DexingWithClasspathTransform: /Users/emmanueltochukwu/.gradle/caches/transforms-3/fceb8847abe1dd3732979c14af3f21a7/transformed/jetified-play-services-measurement-api-21.4.0-runtime.jar. > Error while dexing. > Failed to transform play-services-measurement-api-21.4.0.aar (com.google.android.gms:play-services-measurement-api:2

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

Why the heck did iOS push notifications stop working for our entire team? Are you having some kind of outage? This is really untenable for us. Desktop notifications work fine, not sure about Android. But everyone on iOS stopped receiving notifications. Fix it for gods sake. Holy crap Intercom is buggy.

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?

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?

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.   

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

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 

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

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

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

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. 

Hi intercom team,I am a developer of CoinSavi. I'm having a problem that our app's default nexus web socket domain is blocked by ISP VN, causing users to not receive realtime chat, so I want the team to configure a separate nexus web socket domain so it won't be blocked anymore.This is error: Below is our application information- Email: team@coinsavi.com- App id: vuuorn1k

Hi guys, I'm looking for a way to integrate trustpilot into the messenger rating prompt.Ideal use case - When the user rates “Amazing” when a conversation is closed, it is automatically posted to our Trustpilot page including any comments that the user wroteor Instead of sending the Intercom rating prompt, send a Trustpilot embedded message in the messenger window, where the user can rate and provide Trustpilot feedback directly from the Intercom messenger widget.Is there something that can help achieve any of the above use cases?

Hi!Every time I close a ticket/chat on Intercom and I got a rate from a client, I’m not be able to see if the client left me a rate and a comment.Is there a possibility to get a mail or a notification on Intercom?Thank you in advance!Marzia

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!