Helpdesk

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?

Hi, I am building an integration inbox app. When I tried to get the access token / eagle token without authorization, and always got error 401. I see inside the documentation that there is no explain what kind of authorization that we can use to get the access token. I’ve ever tried using Authorization :  Bearer using the code that we got and Basic method using the client_id and client_secret. But I still got error. Please help, what should I do. Thank you. 

Hi there! I’d love to hear how others in the community are surfacing all things onboarding data to their Support Teams who answer requests through Messenger! We use Messenger as our primary support channel today and I’m looking for inspiration to see what types of data, tags, views, automation, you name it people are finding value in today.  This was spurred by the fact that we’re implementing a brand new onboarding platform (GuideCX) and have a nice little integration w/ Intercom setup through Workato.

Is there a way to have different priorities?E.g.: Normal priority and VIP priority?

I have set up some rules that send notifications to specific Slack channels that we use internally, when a conversation has not received a reply within a set time period. I found these rules Paused this morning, where I had set them live myself (and notifications were working). Does anyone know if there is a log of user actions on Inbox rules that would help me figure out which one of my team did this? 

Hi all, I’ve a scenario, we have 1000 customers and those customers are divided into 10 people/group, so I’m looking for a rule which can automate the process of assigning the chats to correct person/group. For example, If someone from pool 1(100 customers) starts a chat it should land into a specific team. So I’m looking for attributes which can help setup this in bulk. Currently, I can apply a condition where company name is X or companyID is X then it lands into specific team, however, it won’t let me add all of them in one go by separating them with comma or ; or anything else. Any help would be massively appreciated, thank you!

If I’m on paid plan and I can use Workflow feature limit, so I would like to know that whether Intercom limits the number of rules or triggers I set live?

Hello All, We have open conversations that are two years old and looks like the inbox rule can help only with future conversations. We are looking for something that will let us close old open conversations. If you had the same situation, please let me know how you handled it. Thank you!

My team sometimes starts a conversation to send an outbound email to a client to follow-up. When doing so, multiple iterations of the contact will show up sometimes when typing in the email address. Some iterations will only send a chat and others will send an email. If the outbound message goes out as a chat, the client will only see if they log back into our site and the chat pops up. The email after 3 minutes does not trigger. Is there any way to prevent this from happening? Either by disabling the ability to start a new conversation through chat, or to trigger the outbound chat to go to their email? 

We currently have a use case where certain data that comes into our Intercom Workspace via a single channel (ie a certain email address forward) needs to be kept secure/ private.  These tickets specifically relate to financial customer information and simply need to be routed to a single user in our Workspace for triage.  No other user should be able to see the information in these tickets, only generic stats.  In addition, this User is often assigned tickets within our Workspace from other users and/or via chat with answers to more benign questions like how can I access my bill, can you send me a W9, etc? What is the best way to set up this flow/ user?  Do we need an additional workspace or can we achieve the above in our current workspace?

Buttons on canvas objects in chat window appear light grey regardless of style. Makes it hard to read and gives the impression its disabled. Primary buttons should appear with a blue background. 

 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.

I understand that when you reply to a message from a customer the ticket is automatically assigned to myself but I had a situation last week where I wanted to let my team know I was dealing with the customer query but did not yet need to reply to the customer. The chat remained ‘unassigned’ because I couldn’t figure out how to assign it to myself without writing a response to the customer. 

How do I create multiple tickets from the same conversation? I have customers making multiple requests in the same conversation. How do I handle this?

Hi all! Trying to troubleshoot an inbox rule. Was trying to create this rule:When: customer starts a new conversation OR customer replies to outbound contentIf: message content contains EINThen: tag conversation with TAG-ABCD The issue was that intercom was not identifying EIN as a stand alone value, so any word that contained ein, such as “seeing” or “being” triggered the auto-tag.I know in Google you can add quotes around the phrase to make sure you don’t have that issue, but could not find any documentation within intercom about it. Thoughts, ideas, suggestions?

Can we search for a chat with a specific date?

Hiya 👋 I’m Josh, a product designer here at Intercom. I was hoping to find out whether any of you are finding our existing conversation statuses (open/snoozed/closed) limiting in any way.  Are there enough statuses?  Do the current statuses not quite work the way you’d like them to?  Do these limitations affect your teammates or managers more?  What would make them more useful and why?  Any insight into how it affects your workflow would be amazing 🙇‍♂️ @Product Wishlist​ 

We have a few rules in Intercom that assign based on Location (Country to be more specific). today we noticed multiple conversations (mostly reach outs via email) getting routed to the wrong queues since they were coming in with null for location (little map location symbol). We were hoping you could provide any insight as to why this would start happening today? Where can we start to get this fixed and ensure all reach outs (especially via email) include location data such as “country”?

My team is having trouble sending out SMS. It would fail with the error message “There was a problem starting this conversation, please try again.” Does anyone know the root-cause and fix? We’ve tried logging on and off, and this is happening more routinely. 

I am deep diving into the last updates related to Intercom tickets.Indeed, I onboarded the call center team when the ‘Share ticket with customer’ option was present in its first version (see inage below). That way of opening a ticket and sharing it with customer was effective since the call center operator had only to fill the ticket type form, flag the sharing option and create it. Now, after creating a tk., the call center operator has to share it manually and create a linked conversation. Even if it sounds good to keep the tickets workflow and conversation workflow separated, the call center operator has to do three suqbsequent activities for one support request:opening the tk share it with the customer open a linked conversation which is expected to say something.As from our teams structure, the call center operator is only expected to open one request for part of the customer and then the rest of the conversation is in charge of another team.Therfore, how can I take advantage of s

Almost all users that use our support site/messenger are coming through as leads. Is there a way to amend the qualification rules when categorizing leads vs users? It’s created a loop that I’m not able to figure out.