Helpdesk

To be able to still export the covnersation that has been merged with.Currently, there’s no button above once you merged the conversation.

Hi Guys,Please is there a workflow I can implement if there is a spike in interaction that I am notified?

a lot of inbound emails come in to my support mailboxes with multiply people on the email and I would like us to send out the CSAT email to all people in the conversation.

We often get phone calls (outside of intercom) from users who belong to a company but who are not currently a user in Intercom where it is not relevant to attach the issue to them, but instead we want to attach it to the company as a whole. Is there some way to do this beyond making a User version of every company for this purpose?

I'm developing react native app using intercom (@intercom/intercom-react-native v5.0.0). Currently I'm facing problem that's intercom doesn't update for new message coming. Only update when I open conversation from launcher or kill the app and open again. I already set up push notification for the app and can receive it when app in background. Please help me

I have admin(sender) and customer role, the admin can send message to customer from my app-web, my backend service is using the https://api.intercom.io/messages api to create a conversation, After creating a message/conversation, I want the message to be assigned to the admin only if the customer reply, since the admin who initiate the conversation. I tried adding create_conversation_without_contact_reply property, however It doesn’t work because it assign unnecessary conversations to admin(sender) since the customer may not reply. Could I create a workflow related with “When a customer sends their first message” trigger? or how could I solve this issue?

We use round robin, which works well generally for us (doing live chat, ~2/3 min response times), but a pain point is that when team members go on 'away' & 'reassign' modes, reassigned conversations go into the generic team inbox rather than being assigned to an individual within the team. This means my team have to constantly keep an eye out for a little '1' on the team inbox number, which is frustrating and it's easy for things to get missed! Would love for them to just be assigned to a member of the team who is online, in the same round robin style and am not quite sure I understand why you'd want it to be assigned to the generic team... Or is there something I've missed?! Have spoken to the support team about this a couple of times over the last year and they've said there isn't a way to do it, so just wondering what others do!  Thanks! :)

Using the existing Intercom integration with Jira, I find it to be lacking in functionality.For example, a support agent reports on an issue and the agent raises a customer ticket or a tracker ticket. This action triggers an automation process that creates a bug in Jira.The important link between any support platform and Jira, is the AffectsVersion and fixVersion.I need the support agent to report in Intercom on the Affected Version, which should map to the Affects Version field in Jira.In return, once the development team assigns a fix version to the bug, I require the fixVersion field in Jira to map to a Fix Version field in the Customer or Tracker ticket.Such field doesn’t exist, so I have to create it… but I see no way to map the fixVersion Jira field to any field in Intercom tickets.Appreciate any insights on this matter - or how any of you communicate the Affects Version and Fix Version between your development work to support tickets? 

Hi everyone,I’ve been trying to resolve an issue where Fin AI continues to touch or count spam emails as unresolved conversations, even though I’ve created a custom spam workflow that should handle them before Fin ever activates. We also have the Intercom Spam Filter turned on and was advised to not disable it (it only catches upto 4 spam tickets a day, it doesn’t work so well with our spam emails). Here’s what’s happening: I built an “Aggressive Spam Filter” workflow that uses branches with “message contains” and “email domain” rules to automatically close spam emails. Fin is not supposed to be involved, but it still logs actions like language detection or “junk/spam” decisions after my workflow triggers. Fin initially sets the language, my workflow closes the email, Fin reopens the email and reports it as spam. Because Fin touched it, it’s logged as unresolved.  These conversations then appear as unresolved Fin tickets, which is hurting our Fin resolution rate (some days up to 80

The bubble you reflects the number of open conversation, instead of showing the  not answered from the team and/or the ones that have new messages. Nowadays, if  you've X conversation open, but awaiting response from the visitor ( because he's not online), you keep seeing the same X number in the yellow bubbleMaybe changing the bubble's color or change the number inside.

Can I search Inbox by users phone number?

Hi! I notice that when the state of a Tracker ticket is updated via custom workflow, any linked Customer tickets’ states are not also updated. In the Intercom UI, when a Tracker ticket state is changed, one receives the option to update the state of Customer tickets as well:Is there any way via custom workflows to have the same behavior? 

Whenever I select text from a ticket comment, no matter how I copy (ctrl+c or right click), the entire message gets copied instead of the selected text.Anyone else experience this and have a solution?

I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

СontextWe run customer support in Slack via a dedicated shared channel per account, where both our team and the customer’s team participate. Requests can be posted by multiple people on the customer side (not just a single contact). Intercom creates a new Inbox conversation when someone posts in that Slack channel, and replies from Intercom are sent back to the same Slack thread.ProblemThe Intercom conversation does not display the Slack channel name, only the sender name. Because multiple customer stakeholders can post, we rely on the channel’s naming convention (e.g., #cust_acme_l2) to retain context (account, tier, escalation level). Without the channel name, triage, prioritization, and routing slow down.Solution requestDisplay the Slack channel name in the Intercom Inbox conversation (e.g., in the header or metadata), ideally with a link to open the original Slack thread.

The Inbox list can be sorted (in ascending or descending order) by some colums but not others (e.g. Company, Ticket Type, Team). I was wondering whether there’s a reasoning behind such discrepancy. Additionally, I’m unable to change the position of the User column, which always sits at the left-most position on the list, despite being of little interest to us, while I can freely reorder any other column.

Hey Team! I am wondering if there is any way how I can do some auto-notification when SLA is breached? 

We have recently moved from a different ticketing system to Intercom.One of the features we miss the most of the old system is notifications on conversations that are ABOUT TO breach their SLA. This would serve as a reminder for any conversation that was in the queue and give us a chance to respond before it was officially out of compliance.As another submission posted, we bounce between applications all day long and it’s easy to miss a conversation on the verge of breaching SLA.

We’re using the Javascript API client to create a conversation programmatically when users sign up to our app.We’d like all messages of the conversation to each go through SMS. Is that possible, provided that the SMS channel is set up correctly in Intercom?I’m not seeing any way to specify a channel in the `intercom.conversations.create` method, or even in `intercom.messages.create`.Is this a dead end?Thanks!

Hi,Would it be possible to automate the assignment of conversations when the responsible person is away, so they don’t end up as unassigned and can instead be directed to a teammate?Previously, when we activated the reattribution feature, we were able to select the person we wanted to assign a conversation to, but that option isn’t available anymore.The reason I’m asking is that the company has six deployment leads, each with a specific client portfolio. A workflow was set up so that conversation assignment is automated, but when one of the teammates is sick or absent, I’d like the conversation to be automatically assigned to a specific teammate.Is this possible? If so, could someone show me how? 😄

Currently if an update is commented on a back office ticket, you need to manually scroll all the way to the bottom to see the update. It would be nice to sort the conversation by newest to oldest, rather than how it currently sorts by oldest to newest. Sometimes a back office ticket goes on for days, weeks or months. Leading to sometimes need to scroll for 15 seconds to get to the bottom of the conversation to see what new updates were posted.

Is there a way to view if someone else on the team is actively looking at the conversation? Other ticket/chat systems you can usually see someones profile picture icon somewhere to signify that someone is also viewing the same conversation. I know that a chat bubble shows up but that also doesnt tell you who is responding or show you what they're writing.

How can I customize the CSAT survey? I need it to have two stages: one to evaluate the analyst and another to evaluate the company/product.What steps should I follow to achieve this in the automation?

Response from the Support team : So I have just checked with one of our engineering teammates and they have confirmed that the side conversation creation flow creates conversations through the standard email conversation flow, but never accesses parent conversation brand data or inherits any brand configuration.When setting a brand in a conversation, the goal is to have a specific signature. It is unacceptable that when you send a side conversation, a different brand is being used.

The chats do not get assigned even after replying to the chat.