Helpdesk

Is there a way to make it so only the admin can close out a ticket? Having issues with tickets being prematurely closed and want to make it so that only I can close tickets from now on once Im able to verify tickets have been resolved. Is there a way to set this up?

It seems the order of the columns in the export doc has changed suddenly + new filter options added to this page. Not great when this happens without any warning. Am I missing something here I'm subscribed to all the updates?

 Is there a 3rd party tool out there that can help with this? (Intercom has an office hours feature, but I'm looking for something that sends out an actual reply in the conversation)

Hello! Currently I am exporting data from the "exports" tab under "customer support", by team participated.  One thing I have noticed in pulling this data is that the med first reply time in aggregate varies vastly from the med first reply time per team participated in aggregate that is displayed in the UI under the "responsiveness" tab under "customer support".  For instance, I am pulling a med response time for a count of 109 conversations for Medicare-Tier 2 from the export for 10/12 and it shows 1:01 minutes.  However, within the "responsiveness" tab it shows 19 minutes for Medicare-T2 med first reply time and 106 conversations.  Can you help me understand why this is so different?

how to count the customer satisfaction?

It seems as though the mobile app does not receive a push notification until 10 minutes after getting a message. Is this normal? Furthermore, my status is always set as 'away' unless I have a browser window open with intercom. This seems to be ridiculous. How do I expect anyone to message us when a status is always set to away, with no obvious way to change this? Why is it that a mobile push notification takes a solid ten minutes to go through? This seems to undermine the entire point of using the mobile app. Just thought I would check with the community before cancelling this.

For example, for index page I want all chat inquiries to be assigned to Steve but for contact page I want the chat message to be assigned automatically to other team members. I checked API docs but couldn't find anything on this matter. Thank you in advance. 

We've noticed that once an interaction gets through the custom bot flows and is placed in an inbox, there is a several minute delay before assigning that chat to an agent. We're seeing this impact both our wait times and our team efficiency as chats tend to add up quickly in the queue during peak hours. Would love any advice someone may have on how to resolve this!

Is it possible to set up a rule If the user didn't respond to the last message in the x hours period then automatically close the conversation?

Hi Everybody, We're a small SaaS company (https://trysmartplan.com using Intercom for our Customer Service. I'm the co-founder of the company and in the beginning I did all the customer support. Now we have 5 part time employees covering our customer support shifts. After hiring employees for this job, I have found it hard to stay in the loop of what kind of support we have. Yes I talk to my employees and yes they report feature requests etc. But to feed my gut feeling about what is going on I have to click through a lot: closed, snoozed and open.  The same goes for Quality Assurance. How do you make sure the quality of the responses are good enough? I would love to hear if this is something you also struggle with or if it's just me :) Hope you are all safe. Best regards,Mathias

Is there any opportunity to see all previous chats of my teammates if they closed them?

Hi, New to Intercom and apologies if a basic question! We have emails auto forwarded to chat from our generic website email address. We occasionally have to forward these emails on to employees within the organisation who are not users of Intercom. How can we cc / forward others into an email response? Also ensuring any attachments are also sent?? Also, a copy of the emails also get sent to a Reception computer - is there anyway for that inbox to show that an email was responded to within Intercom? Thanks in advance!!

Is there a way to allow customers that are contacting us via email to get an auto response and have them somehow fill the conversation attributes we need? We have customers that use an on premise not SaaS product. They reach out to us mainly via email. Can we send an auto response back only to conversations inbound via the email channel?

We have agents wherein they are on Away status and yet their median response time is high?

How to upload 100+mb video from iPhone

Has anyone integrated Trustpilot reviews with intercom i.e. we'd like the reviews to b fed straight in to the intercom inbox?

 We offer phonesupport and when a customer is calling in i would love to have the same view in order to use for example quicklinks and see the lead/user in the same way as i do when they are chatting or emailing with us. How is this possible?

What is worse is we don't know how many more there may have been that we missed! I only learned this because the client sent a follow up email to my email address. Anyone experience this before? How can I troubleshoot and resolve the issue? Waiting on Intercom support but with 24 hour plus wait for a reply..I thought maybe someone here could help??? NOTE: I have tested the support email address and my emails are being delivered. I am at a loss! Help!

Hi! Could you help me please? I'm looking for the possibility to combine my saved replies into folders. Do you have such functionality?

How can I help my team get as much context on a conversation as possible before it’s assigned to them?

Can I view certain kinds of conversations, grouped together, in real time in the Inbox?

Can I mark a reply to an auto message as priority automatically if a customer’s reply contains certain keywords?

Can I reassign a reply to an auto message automatically if a customer’s reply contains certain keywords?

Can I mark a conversation as priority automatically if a customer’s reply contains certain keywords?

Can I reassign a conversation automatically if a customer’s reply contains certain keywords?