Helpdesk

Are you looking for a real Ninja in your conversation queue? Check us out - Support Ninja You can easily automate your follow-ups, trigger multiple actions in one-click and keep your inbox clean. We'll snooze the conversation, send automated follow-ups, close the conversation and even reopen it for you 😱  That's not all, we will even merge your duplicate conversations and have everything centralized so you get to “really” focus on what most important, your Customers 😍

We have a few products, 2 of them are web-based, now is an app (android and ios).Some of my users are single product users, but some of them are multi-product users, which means that the same user logged in to different products. and he is already recognized as such. Now, my problem is:I need to know which product the ticket/message was sent from.  When trying to use conversation auto-tagging, every user is auto-tagged with all the products he ever logged to. So.. what am I doing wrong? and how can I fix it? Thanks in advance!

How to send an email (normal ticket, not automatic email or series) to more than one user/ recipient? I tried to do it but it seems no luck. And what is the reason behind this? My company case needs to sent emails to several recipients every morning and this causes huge problem if we cannot.

For our use-case it's necessary that we have a high number of agents that can *NOT* see each-other's ongoing conversations.  After some testing, it seems like even a user with all of its permissions switched to "OFF" can still go to inbox > See More and gain access to the inbox channels of all the other users.  This is problematic for our use case, where the different agents are essentially "exhibitors" on a digital event (and therefore it would be very bad if they could "spy" on each-other's lead conversations). How would you proceed?

I am having confusion about how our messenger works. We have an app that you will be needing to log in to be able to send a message. Now there are times when a user name has "user + random 4 letters/number" but then there are other messages that has users name on it. What is wrong? Why is it doing that?

Hey folks, I have a team with several agents and they use Round Robin system to get the conversations. Sometimes one person gets the "bad ones" that take some time to resolve so they can not address the new ones fast enough while other agents might get free.  I was thinking if I set Inbox Automation rule, for a conversation that is not replied to for X minutes, and assign it to the same team it was already assigned to, will this trigger Round Robin again and get this conversation to the next in line (hopefully not the overloaded person). I'm aware of Balanced option, but that does not really solve re-assignment of unanswered conversation (it just gives new conversations to less loaded agent).

How can I get sound notification on mobile app (iOS app) when a visitor comes on the website?Or there is no such option, and I can only get notified when the visitor initiates the chat?

Is there a limit to inbox storage?  For example:  How much can your inbox store in total? or,  How much data can one inbox conversation store?

I would like to: Snooze conversation for 7 days and the close them automatically. I made a macro saying "snooze for one week and add tag" but when I made an automation saying: if customer is unresponsive for 7 days if tag is XX then close the conversation. That last part does not work.  What am I doing wrong?   

Hi folks! I'm Alissa, a Product Manager at Intercom. 👋 I wanted to ask whether any of you ever requested the ability to create auto-replies for conversations? If so, I'd love to know more! Why would that be useful? When would you want to send auto-replies? Detailed examples of your workflows would be super helpful! 🙏 @Product Wishlist​ 

How can I change the sound of the notification with a louder one? I keep losing messages because I can't hear it!

How do I view html versions of emails in Inbox and how to change Inbox default sender to a verified email for my inbox conversations.   Context:I linked my support email and personal email with intercom. When I reply to conversations directed to my support email from the inbox they get sent from my intercom email ID not from the support email. Fair enough.Problem:Now any further email replies in this Inbox conversation thread, the formatting of the emails is almost illegible. This makes it very confusing and almost impossible to read emails.Issues:unable to view to/cc/bcc details. which is important to know who needs to take action on the emailunable to view tables, text formatting, imagesunable to change default sender for an inbox conversation to a verified email Suggestions:1) Currently I can view the raw email. Would it be possible to view an HTML version of the email as well?2) Allow me to select or change the sender email for inbox conversations. This way a copy of the mail (sent

Usecase: A lead or user sends us a request to ot contact acleaning company with a Request on movecleaning. We contact the cleaning company through email and want to have that conversation tied to the lead/user so we can follow it on an individual level and use the snooze function to comeback to the lead/user at a good time. Preferably we would also want to have to option to CC the lead/user.   

I am pulling my hair out trying to fix this and have yet to get a response. One of our internal inboxes we use at our company is no longer receiving emails and every single one of them are being picked up by intercom. I literally have never used this email in intercom nor have I ever had anything forwarded from it to intercom yet I can't fix it. It happened 3 weeks ago and I can't figure out how to get this fixed. Everytime I send an email from my work email to our other inbox I get an inbox notification in intercom saying "X@email.com was added to conversation by you" Except I never added it and the email again never shows up anywhere in the system except for a lead, which I delete everytime and it picks it back up and adds it to the conversation. I don't have any assignment rules or automation setup for this. Im at a complete loss.

Would love to have a week/day of week/schedule view to see how many snoozes messages to expect on each day.

Is there a way to require the conversation Title to be filled out before it's closed? New agents tend to miss it at the top. And by new agents I mean me and old dogs I'm trying to teach new tricks. Thanks in advance!

We use Close as our CRM for our sales team and then we use Intercom for Live Chat with leads on our website. Is there a way our sales reps can receive a notification in Close anytime a lead starts a new conversation in Intercom? I know Intercom sends an email notification to our Sales Rep's Google Mail inbox. This email is sent from notifications@unstarving-artists.intercom-mail.com.  Is there a way that this notifications@unstarving-artists.intercom-mail.com email address can BCC our close email forwarding address e.g. unstarving_artists-xsz1xswc@leads.close.com as well? See Close Forwarding Email Address: https://help.close.com/docs/forwarding-email-to-close/p>

Let me know if I can provide any more clarification if need be.

In Macro settings {...} icon only allows to scroll through the list of attributes which is very time consuming. Suggestion: -Add a filter by text,-Add shortcuts for inserting attributes in the macro content

I'd like to be able to select conversations randomly per team member to review for quality. The goal is to add some element of randomness to our internal quality scoring.  What methods are there to do this in intercom, using the API or 3rd party apps?  The next level would be to have the option to select specific metrics. e.g. 3 or more support responses. Closed more than 24 hours after the initial response, etc

I am creating a somewhat lengthy custom bot. Throughout the course of the conversation the user/client would be selecting 5-10 reply buttons and 3-4 customer replies.  Is there a way or an application that summarizes those selections or any client comments at the end of the conversation? Right now I have to scroll manually through all of the selections to understand the core issue.  I could use the Conversation data points, but that doesn't work with the customer replies... just the text reply buttons.

Are there plans, or any workarounds that would allow an Inbox rule to trigger a Macro instead of the current options?Assign ToClose ConversationMark as PriorityTag ConversationApply Conversation SLA For the bigger picture, based upon a user profile trigger, unless they're paying for a premium support plan, they have to utilize the Help Center for self-service support. Ideally we'd want to apply a Macro that:Provides a canned message that they should search for assistance in the Help CenterClose out the Conversation. Currently, it seems like the closest way to approximate that is two-fold:Use a rule to assign these users to a specific inboxFire the macro from that inboxIt would require the extra step of enacting the macro...but seems to be as close as we can get with the current actions available for Inbox Rules. Am I missing anything?

Hi all!  Is there a way to find the last notes I left among the conversations (open/ongoing or closed) ?  Thanks a lot in advance,

Hi, if the chat was auto closed by the system, will it trigger a survey?

Hi there, Is it somehow possible to remove the "was removed from the conversation" message sent to people who remained in the conversation? Thank you, Tom