Helpdesk

I cannot find evidence of that email anywhere! i have removed all emails from email forwarding and cannot figure out why automated responses are still coming in from that email

Hi, I'm trying to make an inbox rule that only applies to conversations where the channel is email and it's during office hours. This is what I thought would work, but it isn't. Any ideas? :) 

Hello guys :),How can I turn off the email notifications of replies in-app conversations?Is it possible?

Hi 👋  Based on Intercom documentation: "If a teammate has been inactive in Intercom for over 5 minutes, they'll appear as 'away'" However, in our case, even after 30-40 minutes of inactivity, the teammate status not setting on Away.  During Auto Assignment, team member status is quite important. That's why I requested a feature that would control the working hours and automatically set the Away status. But before this feature becomes available, why does automatic Away status not working?

Are there plans to allow the mobile app to insert articles in the same message as my reply to the customer? Currently I have to send my first message to them explaining the issue and then send a separate message using the article inserter. It would be nice for the app to add it to my message as it does in the Inbox on the browser.

We have a lot of customer who put other people in their company on CC whenever they have a query for us. When the email is forwarded from our support email to intercom inbox all the people on CC shows up on the conversation detail bar. This means that if we answer through Intercom, they will all get the email. We wish to keep them on CC and rather have the original sender only as the main recipient.

For example, every time one of our agents sends a message that contains the text: If you like this deal, just click “Continue with this offer” and we can get your deal started." I would like to auto tag that as "Offer sent" - is this possible?

Hi intercom, I just wanted to ask that you keep up with adding features to the intercom mobile app (to support customers) and do not let it go by the way side. With today's landscape, everyone is mobile and working from home, the car, bus, airport etc. The mobile app is a lifeline for our team especially as it helps us provide fast support. We need the tools available to do so.  While I don't have any specific features here, a lot have posted some great ones that should be kept up with. One of the reasons why we chose intercom was that we felt they kept up with their mobile app. I've also submitted many bugs I found so hopefully they get looked at sooner than later as they are affecting productivity. Thank you!

Just some clarifications, how do I sort out customers who are FREE & PAYING? Since we have 2 types of customers who are asking about our company. It also differs from our level of support to them. How do I manage inbox wherein FREE customers those who haven’t availed of any plan goes to our FREE inbox and PAYING customers goes straight to our “PAID CUSTOMERS” inbox? And if we want other folders under PAID AND FREE how do we go about this. 

In Zendesk each macro had a unique URL, Is there any way to access something like this in intercom? This would be helpful to have for our external documentation of our macros, so we can link directly to the macro we want to. In the editing macros section, even when you have a macro open for editing, the URL simply takes you to the general macros 'basket'.

We have filtered them out in spam but they are still getting through the filter to the inbox

Hi, How do a initiate a conversation from the users whenever they do certain action on our website so that our team will be notified and then follow up with them. For example, we have a assignment upload form on our website, where we would like to initiate a conversation at Intercom when the users uploaded their assignment, so that our team will be notified and resume their conversation with the users as they are reviewing their assignment. I tried to look for Javascript SDK to create conversation programatically so that I can trigger it after the users uploaded their assignment, but no luck.  Appreciate any thoughts and ideas to implement this. Thanks!

Do teams have emails teamname@companyname.intercom-mail.com? 

It would be great if the mobile app could have some basic app visibility. For example, we use statuspage for our outages. it would be great if our mobile guys can see the status page "status" in the intercom app. This would make it easier for the agent to get better visibility.  It would also be nice to see recent "events" to help someone over mobile see what someone has done. We use events to track actions in the app and its usually helpful to see if someone has ever used a function or what they're currently doing in the app.  

I know improvements have been made to reports but they still seem very basic, unless I'm missing something? Thanks

Is there a way to search "full text" through the conversations? For example if I am looking for any conversations that include the word "circle" or something. I do not see much search options unless you explicitly tag something.

For every conversation, every time a customer startsa customer responds toor when a team member responds it notifies me 2-3x times in the notification view of my iPhone. This is happening to all of us in our tiny team of 5x people. We all have iOS 14.x 

I would like to send "recommendation" emails to customers following a chat to summarize the discussion to be kept as a reminder of actions to take. Each customer will have a personalized email, so the design can be a template but not the content. What would be the best way to achieve this? Can the email be created/sent from Intercom or should I connect with Mailchimp?

Need to recover an old conversation from a customer as I'm investigating a claim, this was cleared so I cannot find it. Is there a way to retrieve this?

Can you please add the ability to filter views based on "tag is not present" - I notice all of the filters don't have a "present" or "not present" option which is presenting challenges for us.

Hi all! We're attempting to set up a flow by which Users/Leads are tagged with a specific tag when a conversation with them is closed (that tag is then used to add them to a Series). I'm not seeing a rule trigger that supports this flow. Would we need to set up a custom app with the conversation.closed webhook topic? Or anyone have a good workaround for what we'd like to do, which is "when conversation closed, tag user with X"? Thanks!

Title pretty much covers it, but it would be convenient to have the Qualifications of a user available in the app. Right now it doesn't seem to be available at all in the app, and when it becomes available it should be at the top of a user record.

Redirection of conversationsHello everyone 👋 How do you disperse conversations at customer cares? 🙂  I would love to be able to create different inboxes by level of complexity 💪  🙅 Natively with Intercom it seems complicated or even impossible💡 With a custom bot that sorts, it requires asking a lot of questions to redirect👯 With one entry point and one or two customer cares that redirect all day to the right inboxes🏃 With auto tags + previous point... Does anyone have this kind of use? What did you set up?If you have other ideas as well, I’m interested in 😇  Thank you 🙏

Hey y'all, hope you're having a great weekend! :) Has anyone found a way to search by mentions other than your own? For example, if Sally handles all tour requests, I'd like to be able to search "@Sally" to pull up every time she's been mentioned. I've tried this in search, but didn't have any luck. Any advice would be so appreciated! Thank you!

Is it possible to send customer a request to rate the conversation after ticket was closed second/third time? as now it only sends automatically first time the ticket is closed