Helpdesk

Hello! Our company just rolled out the Tickets Portal to a few of our companies. For context, we’re a bespoke website CMS development company, and our select partners use our software to build marketing websites for their clients. 👩🏻‍💻Our partners have the option to submit feature requests, and they’d like to share whether those requests are priorities for their team. Ideally, they’d like to see which tickets are a priority at a glance within the Tickets Portal.However, since we can’t control the columns in the portal, we don’t have an easy way of doing that. Has anyone received a similar request from their users, and if so, have you found creative solutions to help them? Thank you in advance! 🎉

When a client shares more that 1 topic per conversation, it would be useful to split the conversation into different issues to close them 1 by 1. 

New Team to Intercom…. Team member does not wish to use a Passcode on iOS portable devices (iPhone and iPad)The error message when he attempts to log in using Google is: ‘UNABLE TO SIGN IN TO ACCOUNT Your administrator requires you to set a passcode on this device to access this account, Please set a passcode and try again’ So it appears that somewhere in Admin settings is something that can by pass this - can anyone help please?  

I have a few questions regarding push notifications and ticketing: Does Intercom send push notifications for the following events: Ticket creation? Ticket response? Ticket status updates? Is it possible to send a push notification when a ticket has been processed? If so, what is the recommended approach to implement this?

I am experiencing an issue with the tracker ticket system in Intercom. I have a set number of tracker tickets that I use to organize my inbox, but occasionally, the system creates duplicate tickets for the same issue. This results in multiple (sometimes three) tracker tickets for a single conversation, which makes inbox management less efficient and can cause confusion. Do you know why this is happening?  Or how I can stop it?

I'm curious to learn how some companies using Intercom keep track of conversation topics or common query themes without having to manually tag each conversation.We occasionally need to pull reports for customers to highlight common questions or trends, and I'm looking for ways to make this process more efficient.Would love to hear any best practices or tools you recommend!

I tried the Intercom/Slack app, but it does not appear to be a way to send assigned conversation notifications. Does anyone know how to make this work?

Hey All We’ve recently migrated all channels to Intercom. We have seen a 50% rise in abandoned calls, as it appears calls are routing through to an ‘unassigned’ teammate rather than agents ready and available to take calls. I wondered if any one else has experience this problem and what a possible fix could be?

We’re facing the same ANR issue from intercom with the later version (it’s blocking at the function onCreate on main thread), could you guys please help us take a look at this one?One thing to notice is it mainly happens on Android 14. We’re using "@intercom/intercom-react-native": "^8.3.0" and intercom android SDK: “15.14.0 “ Please let me know if I can provide any further information. Thank you.

This has been asked before but I truly hope it’s been addressed by the Intercom team as this is a reason to switch providers if not! Can you schedule replies in the Helpdesk to send at a later time?

Hey there, i’m curious - intercom does detect quoted parts of mails correctly. It always shows the vertical line(s) on the left to mark the quoted parts of a mail.  However, for some mails, its not possible to collapse the quoted parts. They are shown always. That means I will have to scroll about 2-5 viewports up to see what customer has written. If its a discussion with many mails, the total height gets sometimes 20 or more heights of my browser window. I’m sure thats a bug and intercom should be easily able to hide/collapse those parts like it does sometimes and indicated by the three dots at the bottom. Please fix! Its a mess reading longer threads.BRChristian

For training purposes, we would like to export macros into a sheet or a CSV so that new teammates can use a Ctrl-F to find keywords. This would help them find keyword, not just in the macro title, but also the body text , and get up to speed quicker on our common replies. I'm wondering if we'd need to manually create a spreadsheet or if there is a faster way to pull this info from Intercom!

When receiving a message in Intercom and then a Slack notification, half the time we will see “[Customer] started a new conversation” then block quote the body of the textThen the other half of the time we just get“Received participant added notification”Support wasn’t really helpful and said it’s been backlogged, but I see there is a post from over a year ago asking about this. No interest in Zapier, as when the notifications are working, it is as desired.

Hello All,I’m excited to become a member of this fantastic community! I’m Darshan Hiranandani. I’m also deeply interested in technology and gaming, and I’m keen to explore how these areas overlap.Technology’s potential to create positive impact is incredibly motivating to me. I’m committed to staying up-to-date with the latest trends and advancements and look forward to working with others to develop innovative solutions.I’m eager to engage in insightful discussions, exchange ideas, and contribute to the community’s growth. Let’s work together to shape a brighter future with our collective expertise and enthusiasm.Thank you for the warm reception! I’m looking forward to starting this exciting journey with all of you.Best Regards,Darshan Hiranandani

HiThe different notification sounds inbox is not hearable when using Intercom in a area when there is noise around chat agents. You need to add some real/longer alarm sounds, that also can be configured to repeat after x sec, if incoming chat not answered. 

Has anyone cracked the limitation of customers being unsnoozed in a workflow? I know that if the conversation is snoozed via the workflow, the reassignment to an agent is not possible. Has anyone come up with a workaround?

How can I automate re-assigning chats that wake from snooze if the agent is set to Away & Reassigning? It seems like this should be built into the functionality of re-assigning tickets when an agent is Away & Reassigning...

I’m exploring ways to apply a First Response Time SLA specifically for our Tier 2 team, and wanted to get your thoughts on the approach I’ve come up with. Would this logic work in Intercom? Apply the FRT SLA when the conversation is first assigned to Tier 1 (CS) using a workflow. When the conversation is escalated to Tier 2, apply a Time to Close SLA (e.g. 1 hour), treating that as a proxy for FRT — since Intercom doesn’t allow multiple FRTs per conversation. Create a second workflow triggered by “Teammate sends any message”, with an audience rule that checks if the conversation is assigned to Tier 2. This workflow would then: Override or stop the Time to Close SLA Log that the Tier 2 “first response” has been sent This setup would essentially let us measure Tier 2’s responsiveness separately — even though it’s not tracked natively in Intercom as a second FRT. Would this approach work as intended? Or is there a more reliable way to simulate separate SLA tracking for mult

Hello team!We are deep diving into each agent conversations at the moment. There are patterns and questions regarding found patterns as below 1.) Understand that once agent put their status in “Away mode”, agent will be unassigned to the conversationsMay I know where the conversations will be sorted into please. Is it the main Inbox of the agent’s team? I saw when this happens. The CS supervisor would need to reassign the conversations to other agents manually. Is there anyway that it could be set to reassign automatically instead? if so, would like to know how to set?2.) Snooze featureWhen the conversations has been snoozed using the snooze feature in Intercom. I would like to understand. Which option teammate should select in below picture to prioritize the snoozed conversations to be on top? Appreciate all of your guidances. Any best practices please kindly advise Thank you very much! :)Ploy

I’m aware that we can create Jira tickets from Intercom. But can the other way around be done?I’m just testing this intergration for my company. So far I’ve manually linked a Jira ticket to a ticket on Intercom.But I’m looking for ways for a Jira ticket to create an Intercom ticket.

How can I make SMS, WhatsApp, and email channels appear in the Unassigned inbox?

My team routinely snoozes tickets to follow up on in several days or the following week, and we know we can view those conversations anytime from the snoozed section of our inbox. However, is there a way to see when we snoozed a conversation until? If not, it’d be helpful to be able to hover over a message preview and see something like “Snoozed until 7/5 11:00 am,” for example. Or to click into a conversation and see that info on the side or under the ellipsis at the top.

Hey everyone!We’re currently exploring solutions for multi-lingual support within Intercom and I’d love to hear from anyone using third-party apps for Inbox translations.We’ve tried a few options from the Intercom App Store, but have run into issues with both translation quality and functionality. I’d really appreciate it if anyone could share their experience—good or bad—with third-party tools they’ve used to manage translations directly in the Inbox.We also beta tested Intercom’s native AI-powered auto-translation and found that the translation quality was quite good—better than some other options we’ve tried. However, the current feature setup makes it unusable for our needs. Right now, it applies translation settings workspace-wide, and what we really need is granular control at the agent or team level. We have multiple teams using the same workspace, and automatic translation would be disruptive for some of them.What I’m looking for:✅ Works with Intercom Inbox✅ High-quality transl

SLA’s in custom reports are very limiting. We support 2 types of technologies. To track which, we use Ticket Attributes. Product A or Product B. I want to run a report on how many tickets of Product A missed their SLA, simple.I can’t though, when I create the report and select ANY SLA related filter, all ticket attribute filters are gone. Due to the complexity of the products our support teams heavily rely on Ticket Attributes and our customers rely on us to respond in a timely fashion.How can this be resolved?

We’re using the latest intercom_flutter SDK in our Flutter app, along with FCM integration.When sending a Mobile Push notification via Intercom, tapping the notification causes the app to restart — showing the splash screen — instead of directly opening the app.This happens consistently across Android devices.We haven’t implemented any custom push handling and rely on Intercom’s default behavior.Is there a recommended setup to avoid the app restart? (e.g. launchMode, intent flags, or custom notification handling?)Thanks in advance!