Helpdesk

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.

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?

I want Intercom to auto-assign incoming tickets to the Client Success role from Salesforce Account Teams. Can this be done with a custom field or workflow automation?

Anyone have Intercom Messenger built into their app and willing to share their app name?I’m currently doing a case study, and putting together a presentation on the convenience and quality of life improvements for having Intercom Messenger natively in our apps. 

Failed Tested Devices: Samsung s21, Samsung s23.Succeed Tested Devices: Google Pixel 8 Pro, Samsung M33.I have an issue that users can’t upload pictures on some Android devices. This issue also occurs on Intercom official sample project. All dependencies are up-to-date.Recreation flow: allow storage permission → choose picture → click send → nothing was sent.Also observed the logs on failed and Succeed devices: didn’t find anything strange...

I can see the timestamps of when messages are sent, but users cannot. This would be useful to demonstrate first response times to users, and have a way to record the timings of the messages. 

I’m reconnecting with some customers and when I open a new conversation(email) Grammarly isn’t working. If I reopen the new conversation with the customer the same way I get the email I started👍, but now Grammarly works for the conversation. Mac, Chrome, Grammarly, and Intercom are all up to date.

Hello everyone, I’m Darshan Hiranandani, I'm seeking assistance with configuring the default contact for inbound emails to use the reply-to address. Does anyone have experience with this or know how to set it up? Any suggestions, tips, or step-by-step instructions would be greatly appreciated. Thank you for your help!

3 months ago Intercom communicated about a feature to merge conversations in case of doubles.It was mentioned it’s on their roadmap, but no timeline was communicated.Do we already have a view on when this would get implemented?Thanks!

In our team, we have agents who use Intercom conversations to send outbound messages to customers. Customers do not always respond to these messages. I would like to be able to generate a report showing the number of conversations created by an agent, along with information on how many outbound conversations received a response from the customer and how many did not. Without this capability, I may have to consider switching to another platform for our company. Thank you for your assistance.Let me know if you’d like any adjustments!    4o

Hi team,I’m exploring the possibility of integrating Trustpilot with Intercom and would love to get your insights. Does anyone have experience with this integration or know of any tools or methods to make it happen?Any suggestions or recommendations would be greatly appreciated!Thanks!RegardsDarshan Hiranandani

It would be useful if we can use teammate’s statuses in workflows https://i.imgur.com/M3TIH6q.pngFor example, teammate sets his status to “on lunch” and each client he was talking to gets automated message  something like “I have a lunch break now and will be back in an hour. If you still have any questions, leave them here, I'll check them and return to you with a reply. Or kindly create a new chat, so one of my colleagues can help you.”

I want to set the read conversation to one column, and unread to another, can someone advise me how to do it? now all conversations just list in one column, which are so confused, and I am afraid would miss the conversation

When clients send us a screenshot in their email, we are unable to view the image properly, even when closing the side panels. This is really complicated, and I would like us to find a solution; otherwise, we may have to switch platforms.

We are using intercom in our customer support team. Usually our clients contact us by email, and add a second person in copy of the email. Is is possible to keep this second person in copy and still send a CSAT at the end of the conversation, event if there are 2 or more person in copy ? Today we are blocked because CSAT won’t be send automatically if there are more than one email adress.  Thank you !! 

When a customer responds to a ticket in “Waiting on costumer” state, the ticket automatically shifts back to an "In progress" state.This behaviour is not helpful for many situations i.e. when waiting for a customer to send back a product, if he sends a message asking a question or just saying thanks (before he returns the product), the ticket state should not automatically shift to “In progress”. Even worse, the pre-scheduled SLA for next following “In progress state” is not applied because the state change was not done by a colleague.Is there anyway we can deactivate above behaviour?     

One of the biggest issues we have is the lack of automation around conversations that come out of snooze that require a follow-up.  Currently these conversation re-open in an agents queue and we need to manually follow up.  In order to try and mitigate the impact of conversations coming out of snooze during busy times we try to use custom snooze times, but it's not quick and easy to do this for every chat. The default options that Intercom provide don't work for us (tomorrow at 9am is super unhelpful as that's our busiest time). So I have two requests:1) Can we set a default snooze time for our organisation (e.g. 24 or 48 hours)2) Can we set custom snooze times on Macros

I want to be notified when a user has contacted our support team and they have opened more than some set number of tickets. The users in our case are external customers who are using our product. The purpose of this is to make us proactive and reach out to them instead of waiting till they get upset and frustrated. Currently, we’re responding to that upset and in some cases; that’s too late.  Basically, I’d like to stop having the tail wag the dog.  

Hello everyone,Is it possible to assign a macro to a specific teammate in the "Available for" field? This option would help organize custom macros that are created by contributors.​​​​​​​