Helpdesk

We process incoming file attachments that can be delivered into our service in a variety of ways.One common way is that external clients will send email attachments which we then need to process. We have a dedicated inbound email address intended for them to send theses attachments to, and it works great when they do that.However, its also common they will send the attachment by email to our customer service address.It should be simple for the agent to then forward the message with attachment to our dedicated inbound email processing address.But I can’t for the life of me figure out how to do this in Intercom? Surely its possible to forward an email that we receive into the Intercom in-box?? Is there any other ways to get the file attachment to a separate email address so it can be processed?

Is there any possible way to link 2 conversations to the same ticket?In some situations a client contacts us asking for information about his order, and our team opens a ticket for the request. In order to give him this information we need to contact other company via mail (we send emails from intercom as well).We would like to connect the email conversation to the ticket created on the client’s conversation, so when we will get the email reply we can update the ticket and the client as quickly as possible (without having to look for the ticket).I’ll be happy to hear if someone has any solution for this case, or if there is an intercom feature for that.

We set up an SLA rule today, however, when testing by sending an email, the SLA hasn’t been updated/counted down. The example, our SLA is 1 working day. The ticket has been open for 2 hours, however, the SLA token still displays 1 day. How do we get the visual countdown?  

Hey!Every month we look at the conversations that took the longest time to be resolved (closed) and try to understand what we could do to resolve them faster.The process we have now is manual and we would like to reduce hours spend on doing this.Maybe someone could share their practises, tools they use to do this? Thank you! 

What happened to the inbox rule trigger for a teammate response?  I am trying to set up an automation based on a teammate providing any response and that condition seems to be gone now.  Is it somewhere else?  Anyone have a workaround?

Maybe I’m missing something super obvious, but I can’t find anything on linking Intercom to Amazon and eBay? We use eDesk at the moment for customer service and we were hoping to switch to Intercom due to better widget functionality for our website. But we also sell on Amazon and eBay so need a solution that works across all platforms we use (Shopify, Amazon, eBay, Google mail inbox).I thought Intercom was designed for customer service, and Amazon being the largest online marketplace I naively  assumed it would work natively. Started a free trial and can’t even find a mention of Amazon on the support pages. Sent Intercom a message yesterday and have yet to receive a human reply (the AI bot is useless).Appreciate any help.Thanks. 

How do I differentiate conversations that are live from conversations that have been un-snoozed(Reopened). Currently all the un-snoozed(Reopened) conversations also shows up on the agents workbasket along with live chat and calls. It is difficult for an agent to differentiate between these. How do I ensure that un-snoozed (Reopened) conversations can be easily identified and routed to a different work basket. Would also want that these conversations get assigned to the same agent who worked on it earlier, instead of reassigning them to someone new.

I'm trying to find this option in my Inbox. Which setting do I need to change to have it show up? This will make it easier for my team to collaborate on a large volume of tickets.Thanks for any help you can provide. 

When a user emails in to our support@companyname.com address, and it shows up in the Intercom inbox, when an agent replies to that message in the inbox, it reveals to the end-user her specific company email address. Is there a way to have all email replies to come from the single, support@companyname.com address? In addition, the reply-to address on the outgoing email exposes the agents' first and last name, e.g. first.last@first-dollar.intercom-mail.com. I honestly view this as a security issue. Exposing individual agents' individual addresses, and first and last names by default, is nearing a privacy breach. You should at least recommend that agents do NOT user their real first/last names in their accounts.

Intercom is not compatible React Native versions above 0.70. A `gradle build` command results in the following error. I verified this by using the Intercom example app. Any help, patch, etc that would work would be greatly appreciated as this is blocking us right now in a huge way.  Task :intercom-react-native:packageDebugResources FAILEDFAILURE: Build failed with an exception.* What went wrong:Some problems were found with the configuration of task ':intercom-react-native:packageDebugResources' (type 'MergeResources'). - Gradle detected a problem with the following location: '/Users/kevinlint/Concreit/code/fund-mobile-app/node_modules/@intercom/intercom-react-native/android/build/generated/res/rs/debug'. Reason: Task ':intercom-react-native:packageDebugResources' uses this output of task ':intercom_intercom-react-native:compileDebugRenderscript' without declaring an explicit or implicit dependency. This can lead to incorrect results being produced, depending on what order the task

We want to use intercom on our flutter mobile application. Can we use flutter intercom with our custom message screen.

I created a rule on Intercom for Intercom to automatically detect Customers country and Set the Country in pre-set Custom Attribute.  I observed this works on some Tickets and does not a whole lot of others. What could be the reason for this?

Hey folks! Is there a way to set an incoming email to specific addresses, into specific tickets?for example, if the customer sends an email to our billing@example.com email, to automatically turn it into a billing ticket, but if they send an email to support@example.com, it'll automatically turn into a support ticket?As opposed to a normal conversation?​When I tried using inbox rules to set the ticket status as "submitted", it just didn't do anything since no ticket type was selected.​Thanks so much! 🙌​

Hi all, We are no longer using Intercom, but customers still email us on Intercom email adresses. We now added an automatic reply, but it would be much more helpful if the emails are automatically forwarded. Do you know how to do this?Kind regards,Sannah

Hello!The company I work for has 2 separate products with 2 different domains.I understand I can use one Intercom workspace if I use the same app id > all activity will be sent through to the same workspace.The products work slightly differently so I will need to capture different attributes for each one.I am thinking of creating a customer journey for each product, identifying which attributes or events will help in my customer engagement (i.e. which data do I need to trigger an action in Intercom) then asking our devs to integrate it in our tracking. Does that sound like the right approach? Is it normal that I will have some attributes for product A which will never be used for Product B (unless the user is using both products)?Any tips or best practices welcome!

When a client sends a support messages sometimes intercom will show the message as being sent from a different and incorrect client. So if Client1 sends a message sometimes Intercom will notify me that I received a message from Client2. I don’t know what could be causing this issue but even when I open the message box to respond it will have Client2 at the top instead of Client1.

Hi all,I’m looking for a way to mass close open conversations. For example, close 1 week or older open conversations. If it’s possible, please share how can I do it. Thank you!  

Hi,We work on Android Native with Intercom version 12.4.2.implementation 'io.intercom.android:intercom-sdk-base:12.4.2'We received the app crashes on our Play Console. The error message was:Please help us provide the suggestion for this issue.Thanks

Is there any way to see which pages the customers most starts news conversations via messenger? I did not find this information in the custom reports.

Hi, Is there an option to merge tickets? I have two different tickets that are basically on the same issue and I wanted to merge both of them into one.

Hey there, 👋  We are 18 members in our team and none of us are getting sound notifications when we get live chats from certain people (for example, when we receive chats from our company team members) and definitely not getting sound notifications when we receive emails to our unassigned inbox. All our notification preferences are set correctly, please see the screenshot below. And all other inbox notifications work well.  All of us are using the Chrome browser on Mac computers, and browser notifications are allowed. Tried chatting with live support to solve it, but the solutions offered weren't helpful (clear cache and set a rule to auto-assign everything to a different inbox (not ideal, we can't use)). We are sometimes missing our SLA's because we miss some of these emails we receive, and it's becoming more and more disturbing every day. What can we do to fix this? We just want to get normal notifications for everything we get. Thank you.  

I have browser notifications turned on for Intercom, but I don't hear the notification sound/noise. What's going on?

I’m trying to sort out our Inbox Rules to apply a separate SLA to the tickets that come in.  We currently have an Inbox Rule that applies an SLA to incoming conversations.  However, if that incoming conversation is tagged a certain way and becomes a ticket, we want a different SLA to be applied.  I’ve tried a few variations, but the SLA for incoming conversations is always being applied to the Ticket conversations.  We use tickets for one purpose: to provide cancelations/refunds. For example, we have tags automatically applied--this works: We then have these two Inbox Rules:This one doesn’t seem to work:This one works every time:I know I’m likely missing something in the logic--I just want one contact type to have SLA 1 and another contact type to have SLA 2. Thanks--

Hello,does intercom have a feature, where a customer opens messenger to text you and asks whether they want to text you as a guest or use facebook messenger? like that:if yes, how?  

Is there a way to revert back to the old inbox?