Helpdesk

When I make an outbound call, it adds me as a contact in the client profile. Here are the steps:select a contact in intercom start a new conversation click the plus button in the top left corner to select phone call as the type of commsWhen I return to the page showing contacts, I then am added as a contact for the business. Client data is synced from Salesforce. So  typically if I dial out with a number that we don’t have in SF this is where we’re seeing me being added as a contact.

Our team will use the Notes function to add details to some conversations. For example, they'll add a link to a Shortcut ticket if they escalated the issue to another team. We would like to quickly identify/surface these notes for quick action when following up.

To give you a better context, we have 4 brands across some of our markets within Europe and the Americas.Now, one of the Brands is present is all these countries, which for each individual market we have had to create a separate Brand on Intercom, associated to a Help Centre, linked to an email address, etc.Would be great to have a way to keep them organized, having one brand and branches if the brand has presence in one or more countries, this to help us keep it organized, since we are currently moving and growing, giving presence of our brands in other markets. Any suggestions are always welcome!

Hi, I have already read your support articles regarding not receiving push notifications on Android and have executed everything suggested, but I am still not receiving push notifications when we receive tickets or answers in our Intercom inbox. The message settings and app permissions have been set correctly, I have disabled battery stamina mode completely, I have manually indicated that there should be no battery restrictions on the app and I have installed ‘AutoStart Manager’ and I have added the app.But I still do not receive push notifications.I have a Android version 14 installed and my handset is a Sony Xperia 10 IV XQ-CC54.Can you help please?

We’re currently building out a new onboarding program for our customer support team, and we would really like to integrate test ticketing/conversations as a module to the program. I’m curious if anyone else has tackled this kind of project before and has advice on the best way to implement this with Intercom?I’ve previously worked on Zendesk, where we had a script to import our base test tickets and assign to each of our new hires, who would then work the tickets as normal w/ training & mentors acting as customers.With Intercom, I’m hoping there’s a similar functionality we can achieve with conversations, though I haven’t been able to find a solid solution. Seems like we could potentially setup a specific inbox and use emails in our prod instance, but curious if anyone has come up with a different/better solution to achieve this. 

When we (german-based company) use a ticket attribute with da date value, the ticket events record a different time. In the summer time, the time difference is +2 hours and in winter time +1 hour as Intercom treats everything as GMT. So when we record appointments in a ticket attribute, it will always be wrong for our time zone. Also, we wanted to snooze ticket according to the timestamp in a ticket attribut. That results in the same incorrect time and is really confusing. It would be really helpful if this would be fixed.

I am using intercom version 15.15.0 but most of the time it crash with the 2 different types of error .please find error logs below  java.lang.IllegalArgumentException: no paragraph (layoutCache=ParagraphLayoutCache(paragraph=null, lastDensity=InlineDensity(density=2.8125, fontScale=1.0)), textSubstitution=null)                                                                                                        at androidx.compose.foundation.text.modifiers.TextStringSimpleNode.draw(TextStringSimpleNode.kt:418)                                                                                                        at androidx.compose.ui.node.LayoutNodeDrawScope.drawDirect-eZhPAX0$ui_release(LayoutNodeDrawScope.kt:110)                                                                                                        at androidx.compose.ui.node.LayoutNodeDrawScope.draw-eZhPAX0$ui_release(LayoutNodeDrawScope.kt:89)                                                                       

Hello I have been experiencing an issue where some of my Intercom messages get stuck in the “Sending” status and don’t get delivered to the recipient. This seems to happen randomly some messages go through instantly; while others just stay pending indefinitely. Refreshing the page doesn’t help & I’ve already checked my internet connection.🙂I have tried logging out and back in, clearing the cache, and even testing on a different browser, but the problem persists.  🤔I’m wondering if this could be a temporary server issue / something related to message queue handling. Has anyone else faced this? Are there any troubleshooting steps I might be missing?🤔Checked https://community.intercom.com/conversations-9/Alteryx Training guide related to this and found it quite informative. Would love to hear if others have encountered this and found a fix. Also, is there a way to manually retry sending stuck messages instead of rewriting them? Any insights would be appreciated!  Thank you !!🙂

Hello. I work for a company that uses Intercom to organize our client interactions. We are in the process of starting a second company. The same customer service team will be working for both companies for the foreseeable future. Is there a way to partition a single intercom account into two inboxes (one for each company)? Thanks!

After ending a chat, is there a way to loop in or cc an external email to the conversation without changing the conversation to a ticket?

Since one of the few ways a Lite user can see a conversation is via link and to make it easy within a CX team to share conversation URLs without having to mention everyone, I’d like to suggest an option in the upper conversation tool bar to grab a shortened URL for that conversation. We had this in Richpanel, and it made it super easy to quickly grab a link to the conversation for easy sharing. 

Hi team, Is there a way to create an auto reply only after business hours?

Our CX team sends outbound emails often and will continue to do so when we transition to intercom (in the migration phase now).We don’t see a way to edit subject lines for outbound emails - which is vital to our operations. Is this possible? If so, how can we do this? Has anyone else run into this issue?

I have integrated intercom to our expo app. For iOS devices it’s working great but for android its not working and when we hit “Intercom.present()” it does open the sheet but in that we are getting “Something’s gone wrong Content could not be loaded”.I have added all the required permissions. For loginUserWithUserAttributes getting error : Error: ERROR - [HTTP 403] - Android SDK Messenger API is disabled for this workspaceIntercom.loginUserWithUserAttributes({email: email,userId: data?.data?.userId,name: data?.data?.username,}) 

Hi there! Is there a way to ensure that a tracker/group ticket link is visible in all future conversations with the same user on Intercom? I can see that detail only in the first conversation which got linked, but it’s not visible in subsequent ones. This leads to duplicate users being added to the ticket, impacting reports. It would be very helpful if, once a user’s conversation is linked to a tracker ticket, that linkage attribute appears in every future chat with the same user. This should be automatic. I’ve reviewed the attributes information but still don’t understand if and how this can be set up automatically.  Any help will be grateful.  Thank you so much! 

We’re having an issue where customers send us emails that are wider than the intercom email UI so they are cut off and the team is unable to read them. Our workaround is to either copy and paste the message into a different tab (like a Google doc) or reply CCing in our personal work address so we can view the email in gmail. Neither are great solutions.  It would be great if either emails were consistently resized appropriately or (for things we wouldn’t want to make artificially narrow like tables, which we get from customers frequently) we could “pop out” a message and make it whatever width we need in a pop-out window.

We have several customers that often refer back to historical ticket data and it would be massively beneficial if there was a way for them to continue to search for historical tickets. The reason for this is because the way many of our customers are structured are Tiered entities. Basically, users in the Parent Company have visibility into the Child Companies beneath them that have their own users. These Parent Company users need to have visibility into all tickets so that they are aware of the issues their Child Company Users are facing.

I often find myself writing part of an email, which I then don’t want to send anyway. When I then want to write another message, the old message, the receiver, and the subject is still there. Is there a way to “abandon” message creation that deletes the message I’ve written + subject + receiver?

what are all the best possible way apart from the native reporting of Intercom - I want to know how else I can get the reporting data for intercom tickets (not conversations) I have looked through their APIs but it only serves the tickets data not reporting data. Reporting data I mean, like finding the first response time, resolution time, etc., Any help would be appreciated. 

To help with spam management, I’ve created a set of workflows designed to make the process easier. Workflow: Mark as Spam Automate Spam Tagging and OrganizationThis workflow triggers whenever you want to mark a conversation or contact as spam. It automatically applies a spam tag to both the conversation and the contact, then moves the conversation to a dedicated Spam inbox for better organization. You can also customize additional steps, such as closing the conversation immediately.Learn how to create a workflow here.  Setting Up the Spam InboxCreating the inbox for spam is straightforward:Navigate to the Team Inboxes section in settings. Create a new inbox and assign relevant agents to it.Detailed guide to team inboxes. Automatically Marking as SpamWhen incoming messages are received, I check if the person in the conversation is tagged with the spam label. If so, the “Mark as Spam” workflow is triggered.With this, you can, of course, add more detection rules, as we have done. Optional

Hi everyone,Recently my customers required that the Conversation ID were added to the conversation title/subject.I manage my workspace with python, so i went to the API Documentation to see whats possible but it’ is not clear if is there a way to change the title of the conversation. Is there a way to do it via PUT?I noticed that i can do it via screen now, so i wonder it is possible via api too. We trade a lot of different conversations with the same customer, so them are starting to get a little confused at their default inbox (ex.: Outlook). They question theirselves: What ID this email is from?As i mentioned before, i manage all conversations with python via API, so i want to:> When new conversation arrives (i can get it via custom_atributtes)> > Get the id generated> > >  Update the conversation by adding this ID to the title/subjectMy tries with the documentation where not sucessfull. Can someone help me with this?Best Regards,Pedro.

I want to be able to distinguish between mentions on conversations that have been resolved vs. conversations on tickets that are unresolved. Using the “unread” view doesn’t help me a lot because I want to be able to view and come back to mentions on open tickets (esp. given that tickets can’t be assigned to multiple people). I guess mentions on closed tickets will be visible on the “read” view forever?

We are facing a critical issue with email notifications sent to end users who contact the our support team via email channel. The automated outbound email notifications are not working properly, causing severe disruptions.Issue Details:In some cases, no notification is sent to users upon ticket submission. In other cases, there is a 24-hour delay in sending the "Ticket Submitted" notification. Occasionally, there is a 20-minute delay, and rarely do users receive real-time notifications. We are planning to roll out the Intercom ticket management system to our customers. However, due to this critical issue, we cannot proceed with the launch until it is fully resolved.We have already followed up with multiple Intercom support team members over the past 2-3 days, but responses have been delayed or absent. If this continues, we will have to reconsider our choice of ticket management tool.We need an urgent update on the root cause of this issue and the ETA for a permanent fix. This is breaki

coversation data

One of our main offices located in Norway recently tried to use the translate feature in AI compose only to find it wasn’t an available option despite being seemingly in every other component that uses languages. Could you add more languages to the AI compose feature?