Helpdesk

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.

The new view seriously really reduces the visibility of the things my team needs access to fastest.

Is it possible to enable AI Beta on our staging environment without triggering this to our Live environment APP? We’d like to test this out our staging environment first before going live with AI beta. 

I’m trying to find the Conversation ID inside the conversation details in the sidebar of the new Inbox. This information was nested under Conversation details, I don’t see this info anymore. Where is it now in the new Inbox or do I need to set it up to show the Conversation ID? Grabbing it from the browser tab URL bar is a hassle and prone to mistakes.  

Hi, i wonder if Intercom Push support custom push noti sound feature in current payload ( For iOS ).I couldn’t find in documentation, so I’m not sure it’s feasible or not.Let me share with the current Intercom push payload. Thank you. [AnyHashable("receiver"): intercom_sdk, AnyHashable("uri"): <null>, AnyHashable("intercom_push_type"): push_only, AnyHashable("aps"): {    alert =     {        body = "Have a nice day!";        title = "Hello";    };    sound = default;},  

Could you please help me with this question. Can the inbox be configured so that each interaction is no longer reopened and it will be like a new one each time the client writes again?

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!