Helpdesk

Hello. I would like Intercom to send an automated follow-up message once the customer evaluates the dialogue. For example, I would like to send a specific message and a link once the customer set 4-5 stars inside the dialogue

Hello , I need information :If I have a user who asks a question, a user from the team answers, but must trigger a bot (reusable bot) to collect a series of data, how do we launch this bot from inbox?

Sorry for my bad english.​▼​QuestionIf we change the URL (Domain), do we have to create new Intercom account and connect it to new URL (Domain)?Is there anyway, that we can get inquiries to same account (right now account) ?If there's way, how to set it up?​▼Background​My company has 2 services and right now those services' URL(Domain) is same.■ Example　└ Database URL : https://app.service.com/database　└ CRM URL : https://app.service.com/crm​We are thinking to change the URL (Domain) of Database. Like, https://db.company.co.jp.​Now we are using one intercom account for Database and CRM, so we can have inquiries to Inbox. Our customer's using both services, so we don't want to separate the inbox.

We have a structure where we have more experienced people helping out juniors through mentions and we want to track how many mentions they're getting and how many they're replying to.

Our customer service manually tag conversations. What I see now after our Marketing team have started using segments is that the conversation tags lists now is messy with segments tags not at all relevant for our customer service. How can we get around with this?  

Can I set up Automatic away mode only for particular teammates? Not for everybody

I'd like to know if there's a way to set up a few shortcuts similar to the "Hi, name. How are you?" which applies when hitting Tab, at the beginning of every conversation.

I'd like to prioritize agents and have a backup only step in if no one else is available.

The png pictures in sent messages are not visible in inbox as pictures, only as a clickable text like picture_1.png

Is it possible to create a conversation without notifying the user? For example a customer calls and we would like to document the call and answer later with an intercom conversation.

Occasionally, our customers send us direct emails that need to be converted into tickets. If we forward them to our support email address, then we can’t transform them in the name (and email) of the customer who sent the email. How can we do it?

For example, redacting credit card numbers, photos, other text strings or attachments from Intercom conversations. 

How can I setup a rule so when we receive an email to sales@ourdomain.com it goes to a specific team? I'm testing it and it's not working.

I want to look at my time-to-close metric, but I want to make it not include snoozed time. I would be ok with doing it manually by seeing time snoozed and doing the math. Is this possible?

I would like to push conversations to a Google Sheet in case the conversation is assigned to a specific team inbox.I can do it in case a tag is added to this conversation via a webhook, but I couldn't yet find a way to add this tag automatically. I looked for it in Intercom inbox rules as well as on Zapier. Thanks for helping out!

Is there a way to apply tags based on conversation ratings? We've attempted this through automation, but it's not behaving correctly. My goal is to be able to create a view that can be filtered by conversation ratings.

I'd like to manually reply to an Inbox conversation with a survey that I've created via Intercom's surveys tool.  How do I add my survey directly to my reply? To be clear, I don't want to create a link to the survey - I want the clickable survey to populate directly in my reply so that the recipient can complete the survey without navigating away from the conversation. Thanks in advance!

My partner and I have been assigning conversations to each other, but neither of us can find where these go. How can I find conversations assigned to me? I see an "Unassigned" but nothing like "Assigned to Me". "Your Inbox" has unassigned messages too.

Hello, Is there a way to set up an Inbox rule to automatically re-assign a conversation (that a user re-opened) from an agent that is now away to a live team/agent? Thank you

Hello, I was just wondering if there's a way to download macro data from over 30 days ago and if so, how? I am trying to download the data from up to 6 months ago to compile some data for work and I can only do in the past 30 days.Thank you for any info

Hi, I'm a new Intercom user. I was trying to open a new ticket from contact form, on my ecommerce. I couldn't do it with Zapier because Intercom app on Zapier doesn't have "create a new ticket".How can I create a new ticket using something like:1) Webhook catch information from form and create a new ticket2) Shopify send an email with form information to my inbox... How can extract Name, email address, subject... to a new ticket? I want to create a new ticket with customer information, not with my ecommerce information This is the email result from a contact form: Congratulations - you’ve got a new lead!Details submitted on your form can be found below.First name: xxxxxxxx Last name: xxxxxxxx Email: xxxxxxxsubject: xxxxxxx message: xxxx x x x x x x x xxxxxx x x x x Thank you

Hello! I'm looking for a way to fire an inbox rule when we close a conversation. What I'm hoping to achieve: When: we close a conversationIf: team assigned is XThen: assign ticket to teammate Y The idea is that the ticket remains closed, but assigned to a certain team(mate). Any suggestions? :-)

when I receive an email with an image, it turns it into a link? how can I have those stay as images?   It's not the end of the world, but it's a little annoying. 

Is it possible to @ mention a team or group of users to get notified instead of only one person?