Helpdesk

Hello all, we have a number of use-cases where we need to engage with 3rd parties for “shared customers” in a form of “ticket sharing”.Current practice is to use a side-conversation and trigger an email (which is likely a conversation part) to that 3rd party, and then responses from that 3rd party link back to the side conversation.Whilst the above sort of works, it is not the most intuitive experience as it is not obvious that there has been a response (you have to open each ticket, navigate to side conversation, see a traffic light indicating a new email).The bigger challenge is this does not consistently work (it does with Zendesk as it was levelling feature to match what they do), but does not for SPRINKLR and Service Cloud where the responses to side conversations create a whole new disconnected conversation, resulting in additional handling and bringing together of conversations.Has anyone done much work on how to connect 3rd party systems and “share tickets”? Is side conversatio

Some co-workers who don't regularly check Intercom need Slack notifications when a certain number of conversations are linked to a tracker ticket.I’ve considered a few options. The first is a workflow that checks the number of "customer reports" repeatedly, but there isn't a "wait" option in a ticket workflow, only snooze, which I want to avoid.The second option is sending a webhook to a third-party service to check linked conversations via an API call, but this would involve too many calls.Another option is creating a view that filters for customer reports above a certain number, but that doesn’t help since those needing alerts aren’t always on Intercom. Is there a better solution?

Hi,I would like to know if there is a way to have each new conversation in my team's Intercom inbox to be forwarded to an external email address.Thanks

Hi! I'm using Intercom Android SDK 15.15.0 and i caught a crash. The crash happens if you go from the home screen to an empty chat screen -> start a new chat -> send any message -> quickly go back to the home screen -> and press the "Send message" button before the home screen has updated. This sequence of actions leads to a crash with the following logs: java.lang.IllegalStateException: The specified child already has a parent. You must call removeView() on the child's parent first. at android.view.ViewGroup.addViewInner(ViewGroup.java:5601) at android.view.ViewGroup.addView(ViewGroup.java:5387) at android.view.ViewGroup.addView(ViewGroup.java:5327) at android.view.ViewGroup.addView(ViewGroup.java:5299) at androidx.compose.ui.viewinterop.AndroidViewHolder.<init>(AndroidViewHolder.android.kt:99) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:332) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.and

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?