Helpdesk

Hello!  I have put in a lot of work the last couple months to optimize our Intercom Workspace as well as Fin AI. We are seeing great results with our AI optimization (15% increase in resolution rates and a 21% decrease un unaswered questions!). I typically monitor the unassigned inbox to identify conversations that did not get routed through a workflow and then I add logic/configurations to ensure it doesn’t happen again. Everything is flowing as it should, except we continue to get spam/marketing emails to unassigned very consistently. Typically these are not assigned to a team and I just close them out. My question is, how do others handle these types of emails or conversations? Is there a way to do this with Fin but not use our resolutions? I want to maximize our teammate efficiency so I don’t want them to route to a team inbox where they spend time simply closing the conversations.  Any insight or recommendations are appreciated!

Can I automate the download of the calculated metrics per conversation file to S3, as shown in the Report Creation section? Just to clarify, I’m referring specifically to the metrics data displayed on the report dashboard—for phone calls, emails, and chats—not the raw conversation data. I’ve already reviewed the document about exporting raw data to S3.

I’m wanting to set up different brands so when a client emails a specific email, it assigns to that brand, and it’s that email that is the default email. My issue is, I’m wanting to set role or individual restrictions on who can reply to certain brands. Im not find any help articles or post about this. Is this possible? 

Hi, I had a quick query but can see any answer or similar query. I want my custom answers used only. It seems I may need to activate FIN Ai which is fine, but I dont really need it to resolve my customers queries for me, I would like to know if there is a way to prevent Fin from resolving conversations? 

Hi, When i export intercom conversation data to s3, it is missing the channel data, but the Channel data is missing but the Intercom docs says this should be included (see Available data points - https://www.intercom.com/help/en/articles/2046229-export-your-conversations-data). Please advise. Thanks

Hey we have been facing some crashes with the latest android sdk which is 16.1.0Here is the full crash logjava.lang.IllegalArgumentException: Missing keys: [timestamp] in '{teammate} flyttet saken til {status} {timestamp}' at io.intercom.android.sdk.utilities.Phrase.format(Phrase.java:0) at io.intercom.android.sdk.utilities.Phrase.format(Phrase.java:189) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.TicketInAppNotificationContent(InAppNotificationCard.kt:180) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.InAppNotificationCard(InAppNotificationCard.kt:124) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt$addInappNotificationCardToView$1$1$1.invoke(InAppNotificationCard.kt:75) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt$addInappNotificationCardToView$1$1$1.invoke(InAppNotificationCard.kt:74) at androidx.compose.runtime.internal.ComposableLambdaImpl.invoke(ComposableLambda.kt:0) at a

Hello guysBy any chance anyone knows what is the HTML code for the Reply / Note box? As far as I am looking they have the exact code in the Inspect section, maybe I am looking at the wrong thing.Thank you   

Hello, we have several crashes on our Android App with the Intercom library, see below the stacktrace if you can help us resolve this (version : 16.2.1) :Fatal Exception: java.lang.NoClassDefFoundErrorFailed resolution of: Landroidx/compose/material/icons/Icons;keyboard_arrow_uparrow_rightio.intercom.android.sdk.survey.ui.components.SurveyTopBarComponentKt.SurveyTopBar (SurveyTopBarComponent.kt:89) Fatal Exception: java.lang.NoClassDefFoundErrorFailed resolution of: Landroidx/compose/material/icons/Icons;keyboard_arrow_uparrow_rightio.intercom.android.sdk.survey.ui.questiontype.dropdown.DropDownQuestionKt.DropDownQuestion (DropDownQuestion.kt:102)

Hi team,I am Prakash Hinduja from Geneva, Switzerland: Does anyone know if there's a developer portal or sandbox available for API testing? RegardsPrakash Hinduja Geneva, Switzerland 

For our internal documentation, we would like to link to specific Macros. I couldn't find a URL that was unique for any of the Macros. Is there a workaround for this?

For context: We are a brokerage service. We have been using intercom for over 4 years for the support team only. We have a support email which is our default email, and intercom works great for the support team.  The past month we have moved all our brokers into intercom and we are struggling to optimise their workflows. They have come from only using Gmail. So each broker (10) have direct email address that their clients email. We have a team of about 5 success team member, who assist the brokers in managing their inboxes 24/7.  Some of the issues we’ve encountered are:Escalating in to support, and whilst the client waits for support they continue to email in the same thread which requires the brokers attention.  When starting an outbound email it defaults to the support email instead of their own.  Too many macros and Tags We have group emails Transactions/verification and clients email these (when they really shouldn’t) with order requests, and with our Salesforce integration we mad

When trying to create a new linked customer conversation through a back-office ticket, the new conversation will open up and we can change the subject and content of the message as usual, but when we hit Send, the message disappears, the subject line changes back to the default subject, and nothing actually gets sent to our customer. I have tried this across multiple tickets and customers. This issue only began this morning.

Hi guys,I know that conditional attributes for conversations are available, but what about tickets? can i set conditional attributes for them?  Thank you

loginIdentifiedUser / loginUnidentifiedUser works properly on app launch. The issue is when you carry out these actions in sequence -  loginIdentifiedUser, logOut and loginUnidentifiedUser, I get this UI error with console error errorCode: 0, errorMessage: The operation couldn’t be completed. (Network request succeeded but the response was ignored error 0.)  

I'm trying to get to know about you intercom. Please be nice to me. Thanks 

How can I disable the “That helped / Speak to an agent” suggestion buttons? Also, why Fin showing the article at the end of each answer? Is there a way to stop that without creating a custom answer?

Hi Intercom Community and Team,We are experiencing a critical issue on our Android app where users are not receiving push notifications for new messages when the Intercom app is running in the background after they have actively been using the chat screen.Using latest gradle:implementation 'io.intercom.android:intercom-sdk:15.15.2'

We have had office hours set up for many years and always worked, which showed us away out of hours. Now its suddenly stopped working and it shows we are available 24/7. Can any advise what might have been changed and how I can fix this

Our Intercom account, which we use for managing tickets and other tasks, has expired. This has made it difficult for us to create a video using the same account. Since this account is also linked to our developer account with the same email, we would like to explore possible solutions.Could you please let us know if there is an alternative option available or if we can downgrade our plan while still being able to create the video using the same account? Your guidance on this would be greatly appreciated. We would like to proceed with transferring the app ownership to the developer workspace. We’ve been waiting for your response over the past two weeks, and this transfer is important for us to move forward with our integration, which is currently pending.We’d really appreciate it if you could prioritize this request and initiate the transfer as soon as possible

We are a startup business using Intercom for Customer Support. We received approximately 4K-5K conversations monthly. One of our main challenges is how to easily track and understand the reason why users are reaching out to our Support team. I’ve read about conversation tagging, conversation topics, and conversation attributes, but it doesn’t seem to be a perfect solution, or maybe I just can’t completely comprehend how to adapt them to our business. Do I need to use all of them together? Do we need integration with another tool or software? The end goal is to be able to convey to our product team our user's sentiments. Can someone please lend a helping hand?

How can conversation data, along with bulk attachments, be exported from the Help Desk?

We were able to setup Intercom using @intercom/intercom-react-native library on iOS and Android, but we’ve some questions for Android push notifications.We added the drawable icon and it’s being used but the icon used in the notification is different. Is there a way to change it? Do you know why Intercom’s notifications are not grouped with the notifications of my application? 

What best practices/workarounds are out there for enforcing ticket tagging in Intercom before close? I saw the topic on 'Topics' but we are highly ingrained in Conversation Tags and need to require them before a conversation can be closed. It appears in Inbox rules that conversation tags aren't an option, only person or company tags which is not helpful for this problem.

Why does intercom not allow level hierarchy in tagging conversations?

In my workspace, we sometimes have some chats that go the Unassigned bin and we'd like the ability to have Round Robin apply to these chats we send over to another team for action.  Ideally, once it is assigned to the desired team (this team uses Round Robin), that inbox rule will apply to the previously Unassigned chat and assign it to someone who's online at that time. Has anyone ever had any luck in doing this?