Helpdesk

We use Sendgrid to send automatic emails, and if we've not had a response to that email we'd like to get an automated email set up to chase, but it seems as if Intercom tracks the external email to the customer, but doesn't track it as a 'last contacted' from us so won't trigger the chasing. Any help at all would be really really appreciated!

I changed the outbound email to HTML editor, but I do not see a way to change it back? Is there a way to go back?

The problem we have is our support agents wear many hats and support various different platforms. We have one team setup for each platform. One agent could be assigned to as many as 5 teams at one time. Their skillset determines which teams they will be assigned to. However, sometimes we are short staffed in one area and we need them to solely focus on that platform and not the others they're assigned to. It's a manual process to go into the other Teams they're assigned to and remove them so they don't get chats from the others. Is there an efficient way to have one teammate assigned to multiple teams, and only be active in certain teams instead of all?

I would like to know how you measure the individual performance of the service agents of the support team. I didn't get satisfactory data with the tool filters

I want to view all the conversations customerwise and i want to export them as analysis. This is very important for us to know how many interactions the customer has made with our CS team.

Anyone know if you can search beyond the canned date range conditions in Inbox? I only want the last 7 days worth of conversations, but that filter does not seem to accept other input (that I can see).  

Currently, with "Ask for conversation rating", the operator sends the cast rating when a conversation is closed the first time ( provided it meets the criteria).  But we do open the conversation again and try to resolve the customer queries, once doing that can I trigger the cast again manually or automatically when the conversation closes the second time, without using a third-party app.  By using a third-party app, we will lose the cast report generated by intercom internal report and further downstream where we use intercom db 

Does anybody have a workaround to be able to not let our intercom chat agents see any links in forwarded emails to our inbox in Intercom? This to prevent possible spoofing attempts and other hack attempts from outside. If we would format it from within the gmail forward e-mailadress to non-html it's not really easy to see the message in intercom so this wont work either. Maybe some people have tackled this issue.

Example:Send an email to your support inboxReply to the email with text "test1"See this email sent to the customer: I want to add extra details like Job title, Phone number and other details required for us, how can I do that?

Just curious if anyone is using the new Survey feature with Inbox conversations, and how you're doing it.

Does anybody know when or what triggers an email reply to split into another conversation? We had a user write in through email for some support assistance. Their first two replies were kept in the same conversation but for some reason after these two replies, every new reply by this user opened a new conversation in the inbox.

In Chatbot continue with condition, Is it switch case or if it works or else should work..?

Hello, Outgoing e-mails from my website (WIX) are sent to intercom but are considered as spam. Is it possible to authorize a domain name to send e-mails to the intercom inbox? thank you

Is there a way to send an automatic Out of Office answer for an individual team member when their status would be set to "away" or "away and reassigning"? Would be very helpful to manage expectations of customers.

I have been using snooze as a reminder button. Under what conditions is this snooze removed? I have noticed that if i reply to an already snoozed conversation, the conversation is no longer available in the snoozed section? does this mean that the snooze is no longer valid?

Does anyone use Macros for internal-facing agent procedural help? Step-by-step instructions? I don't want to use Guru. I want to keep my internal-facing needed knowledge available and searchable WITHIN Intercom.

My workspace contains a few different teams with different workflows, metrics, and goals. Besides that, a lot of dialogues are closed because the ball is on the customer's side, and we don't need it to clog our workspace. So send the evaluation request because the dialogue is closed is a no-go. Because of this, the standard feature of Intercom asking the customer to evaluate the conversation is non-usable. What I would like to be able to do is the followingsend a request to evaluate the conversation based on the following parameters:1) Team to which conversation is related to (I want to evaluate only the work of the A,B,C teams and I don't want to confuse the user with the need to evaluate the work of team C since it is strictly operational)2) for how long has the conversation been in the CLOSED status (A lot of dialogues are closed only to take them out of the workspace, since the ball is on the customer's end) Maybe someone in this beautiful community has the same cha

We use Mixpanel & Intercom, Intercom we can see only 3 users' data is updated with the Mobile information. While in Mixpanel we can see there are 68 users currently using the Mobile application. 3 version have been released for Mobile, according to mixpanel 21 users on latest version, Intercom only 3 users on latest version. Would like to know how and when the user data is updated in Intercom, is there any way to match the data for both Intercom & mixpanel?

I'm using the carousel in the app. I want to present the carousel only once to the user.In the Carousel settings I already put. But when I close the app and open it again the carousel appears.Send more than once - Send once, first time the person matches the rules,Start sending - ImmediatelyStop sending - Never

We would like to use the option of having our outbound email coming from the email we used to sign up. For instance firstname@company.com. When we do this though, messages that our customers are responding to from our support team are routed to their Gmail accounts instead of Intercom. This is causing some customer service and support issues, to say the least. Any suggestions out there?

Some are 1 year old... The messages are attached in our freshly cleared Inbox. I have no idea why these are here. 🙏

Our team members personal emails have been routing through intercom for all the company to see. How do I stop this?

I'm new to Intercom and trying to see what is the best way to connect a form submission data to create new inbox messages inside Intercom. I have a webflow website with a basic Contact Us form that users can use to send us questions.I'd like to create a new message in Intercom Inbox every time a customer submits the form on our web-site, including the form submission data they had filled on the web-site.Ideally, I'd like to pass the email the user entered on the form, and have Intercom connect it with the correct user if a user with this email address was found in the system, or, create a new user for this email if no user would be found. I wanted to know if something like this is possible? And if so, what is the right way to do it? Thanks,-A-

I would like to know if anybody has connected their sales email inbox to Intercom?  And also if you have not connected it and what were your reasoning for that? We have already done it for our support email address but sales email address is a bit different (or maybe I just think it is because I'm in sales 😉) The upside to adding sales email address to Intercom would that we could automate our responses. The downside is that it doesn't share that if you want multiple sales people to have access to a sales email inbox. Hope someone cares to share their thoughts and/or experiences on the matter 😊

Hi! We're trying to to connect our Google Group email alias to intercom, but we're not sure what selections to make on the routing instructions. Does anyone have any best practices or advice? Attached an image of where we're stuck! Thanks!