Helpdesk

Hi guys,Someone already asked that question but got a generic answer so i will try again:I’d like to create a view that shows all the conversations/tickets that we’re currently waiting for the customer to answer on.So let’s say: If a customer haven’t responded to our last message for let’s say 3 days, show it to me in that view.I know how to create a view but the conditions/filters is what i need help with Thanks a bunch! :) Ro

Hello Intercom Support Team,I hope this message finds you well.We have successfully integrated the Intercom SDK into both our Android and iOS apps, and everything has been working properly for the most part. However, we've encountered some client issues specifically with the Android app regarding Mobile Carousels.Issue Details:We have set up Mobile Carousels as a series in the Intercom dashboard. These carousels are triggered from the server-side as expected. When a carousel pops up on the mobile app, it blocks the app's UI rendering and prevents API calls from executing, which impacts the overall user experience negatively.Environment Details:Platform: Android Intercom SDK Version: 15.9.1 Trigger Method: Server-sideImpact:This behavior creates delays and interruptions in the app’s functionality, leading to poor user experience for our clients.Expected Behavior:When the carousel is displayed, it should not block the app's UI rendering or API calls.Request for Assistance:Could you pleas

We are using helpdesk a little differently.Example: Team leader A has 4 team members - B, C, D, E.B raises a ticket for the whole team but then leaves before it is resolved, we would like to assign this ticket to another member, A. Is this possible?

Hi, I am searching for a solution to disable the “download conversation” button on the messenger widget, but it looks like it is not quite possible.  

Don't pass by—give an Upvote if you want to ensure your clients' emails don't get lost in the spam folder!The built-in spam filter often flags legitimate emails as spam, making them easy to miss. This is unacceptable, especially since there's no option to disable it! Please add this feature as a matter of urgency.

We're looking for ways to cut down on the number of snoozed chats we have. I’d love to hear from anyone using Intercom who has found effective practices for reducing the frequency of snoozed chats!

we would like to forward all incoming e-mails sent to our support team to intercom. this can be achieved by using the default inbound address from the e-mail forwarding settings in intercom. no problem. BUT: we do have 2 teams in our support:one team for all clients in france (french speaking only) 1 team in germany (german speaking only) we are using 2 e-mail addresses for our clients:france-support@company.comgermany-support@company.com if i forward all imcoming e-mails to my germany-support@company.com e-mail address to the intercom default inbound address, everythin is OK - i receive these e-mails as new chat in the intercom inbox. BUT: we are usinig 2 inboxes in intercom:GERMAN support teamFRENCH support team can i create 2 default inbox addresses, so that this would be possible: client in France sends an e-mail to france-support@company.com --> will start a new chat in the France Inbox in intercomclient in Germany sends an e-mail to germany-support@company.com --> will sta

Hi there! Would anyone happen to know what this refers to? 

Hey Team,Thanks in advance, I'm attempting to link a tag to the ticket generated through the create ticket API, utilizing the Attach Tag to Ticket API. However, whenever I make an attempt to attach the tag, I receive an error indicating that the tag isn't supported for this ticket type. I've tried attaching the tag across all three categories (Ticket Types: "Customer," "Back-office," "Tracker").Is there something I'm overlooking in my approach, or could there possibly be an issue with the Tag API itself? { "type": "error.list", "request_id": xxxxxxxxxxxxx, "errors": [ { "code": "unsupported", "message": "Tag not supported for this ticket type" } ]} 

Hi all, when in light mode with the new Intercom UI, there doesn’t seem to be a clear differentiation for the description section of Customer Tickets  -- is there any way this could be a bit more distinct?

I’m finding that the inconsistency in the notifications is making them unreliable. Apparently, even when the notifications setting is on, we receive notifications only when we’re not “active”. Since I have the Intercom tab open all day, I go in and check the income messages a few times a day but I would still like to receive a notification whenever a ticket has been assigned to me or whenever I am mentioned (hence my notifications setting) so that I don’t make “our customer” wait a while to be answered. Is there anyway I could receive notifications for all my mentions and assigned tickets regardless of my status (active or not)? Thank you

How does everyone set up their intercom inboxes and assignment rules when you have to support customers in different time zones? We are trying to assign tickets to our support folks from customers ONLY during the times we are 'contractually' obliged to For example, if a customer is located in APAC and opens a ticket during non-APAC hours, we want that ticket to 'stay' in the inbox and get assigned to anyone. However, we want the other inboxes to still auto-assign tickets to people who are 'active.' Is this possible? We don't have dedicated team members for each inbox, but the same team works on multiple inboxes.

I am experiencing an issue with the iOS version of the application. All audio files that are sent via conversation are unviewable and undownloadable due to an indefinite loading state. Is there a way to resolve this problem?

Curious if anyone has dealt with this issue. In the image below you can see that Tyson replied to a customer, however it’s showing the wrong contact image in Gmail. We have intercom set to send all responses from support@ourdomain.com. I’m assuming this is more of a Gmail issue than an Intercom issue, but I just want to figure out if there’s something I can do to prevent this from happening.  

I’m initiating a new conversation *to* a Contact, by using `createmessage` with the flag `create_conversation_without_contact_reply`. I get back a `conversation_id` on the resulting `Message` object. I then attempt to tag the conversation using `attachtagtoconversation`, which returns a very unhelpful message:{"type":"error.list","request_id":"00038sjjl7b2cb36su6g","errors":[{"code":"unsupported","message":"Conversation has no taggable part"}]} What does this mean? How do I apply tags on conversations? EDIT: this seems to happen when trying to tag newly-created tickets, too! the error message mentioning “Conversation” threw me off.

Good evening everyone, does anyone know if it's possible to download conversations in bulk from a specific period?I mean the actual chat history, the content of the conversations.I need to do a bulk analysis of the most common topics and customer inquiries, but it's impossible to do that by opening each conversation one by one. Maybe there any app in the Intercom app store that has this feature?

Hi Currently the in-app notifications do not post to any tables that we can sync via Fivetran. I seem to recall it was possible to add these to the conversations data and tag them there, but I can’t seem to find documentation on how to achieve this. Any info or help in getting the app notifications data into our data warehouse would be super helpful   

Hello there community.Maybe someone can help me, here’s the situation:I have an initial support bot that asks the customer 3 mandatory questions. If the customer doesn’t answer them, they won’t be directed to an agent.However, we have many cases where customers abandon the bot and don’t respond to the questions. In these cases, the chat stays idle for hours, and I couldn’t find an option in the trigger conditions to set up automatic closure when the customer remains inactive while still in the bot. Does anyone know how to configure this within the automation, instead of the default 15-minute setting?For better understanding:1 - We send a question to the customer, and it only moves to the next step if they respond.2 - I need to create an automation flow that prompts the customer every 15 minutes if they don’t interact for a certain amount of time, encouraging them to return to the chat and continue answering the questions.3 - If they don’t respond, I need to set up the automation to clo

I have an expo project. Expo SKD - 51After installing “@intercom/intercom-react-native” and running “npx expo prebuild” command, I see the issue with “expo-image-picker” library. I always get in “permissionResult” false.After removing “@intercom/intercom-react-native” from the project, everything works as expected. 

Hello there,I think it would be very useful to search through the available options for a custom field of type “list” especially when the number of options grows.  

Hi,We find the Spam/Junk filter in Intercom pretty poor - it’s send a lot of genuine emails there, including inbound emails from email address we have in our Contacts list and ones we have repeatedly marked as “Not Junk” in the Spam list.However, it’s not learning, and they keep getting flagged as junk.Is there a way to either:mark an email address as a safe sender/whitelist, so those inbound emails don’t go to our spam filter? If not a built in setting, can it be done with automations/rules? OR turn off the spam filter altogether (we use Google’s Mail Servers and their spam filter does a much better job and keeps spam from getting to Intercom anyway) (again, if not built in, can it be done with automations/rules?)CheersRob

 We trialed a recommended app from the Intercom app store called "Bump" by Userfeed.  An app that allows you to automate the follow-up and closing process of unresponsive customers. We used this App because the built-in snoozing/closing function in Intercom did not fit our needs. We loved it during our trial, set up automation and workflows around the apps' functionality. We regularly have around 30 conversations in the queue, and after a couple of days we knew we were going to purchase the app. So, I reached out to their support ready and willing to purchase. I searched high and low contacting everyone involved with the company and product, and nothing is active, and you cannot purchase the app. So, first, I would recommend removing this app, as it's no longer being supported, and you cannot use it after the trial. This was unfortunate for us. A lot of time wasted, and it's something we REALLY liked. Are there any alternatives on the Intercom app store? I can’t seem to find anything l

Wonder if we can support conversation attributes creation and update through API. At the same time, can we remove the limit of 250 options for conversation attributes?

Hi I’m looking for a way of adding many sites to the company data field. We currently deal with large companies that have many sites across many countries. Is there a way of putting this into the company data fields as it seems like this currently only likes one answer.For instance company “A” has a head office in London but has 20 other locations they operate out of each requiring there own support. So company fields will ideally have these attributes:name- Company Alocation (this needs to be able to take multiple locations) - Liverpool, London, Manchester etc only need one answer per ticket.Territory (this needs to be multiple different countries) UK, Ireland, Switzerland etc. Again this only needs one answer per ticket.If this cant be achieved what would be the best way around this?

I want to add a view where where we I can see the conversations where we are waiting for customer to reply.