Inbox

The bubble you reflects the number of open conversation, instead of showing the  not answered from the team and/or the ones that have new messages. Nowadays, if  you've X conversation open, but awaiting response from the visitor ( because he's not online), you keep seeing the same X number in the yellow bubbleMaybe changing the bubble's color or change the number inside.

I am trying to integrate JIRA for Cloud with my Intercom Inbox. However, once a JIRA ticket is created, it is not getting linked to the Inbox panel. I manually added the link as well and it says in the note that the linking was successful - still do not see anything here.Am I missing anything? 

Hi! I notice that when the state of a Tracker ticket is updated via custom workflow, any linked Customer tickets’ states are not also updated. In the Intercom UI, when a Tracker ticket state is changed, one receives the option to update the state of Customer tickets as well:Is there any way via custom workflows to have the same behavior? 

Whenever I select text from a ticket comment, no matter how I copy (ctrl+c or right click), the entire message gets copied instead of the selected text.Anyone else experience this and have a solution?

I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

СontextWe run customer support in Slack via a dedicated shared channel per account, where both our team and the customer’s team participate. Requests can be posted by multiple people on the customer side (not just a single contact). Intercom creates a new Inbox conversation when someone posts in that Slack channel, and replies from Intercom are sent back to the same Slack thread.ProblemThe Intercom conversation does not display the Slack channel name, only the sender name. Because multiple customer stakeholders can post, we rely on the channel’s naming convention (e.g., #cust_acme_l2) to retain context (account, tier, escalation level). Without the channel name, triage, prioritization, and routing slow down.Solution requestDisplay the Slack channel name in the Intercom Inbox conversation (e.g., in the header or metadata), ideally with a link to open the original Slack thread.

The Inbox list can be sorted (in ascending or descending order) by some colums but not others (e.g. Company, Ticket Type, Team). I was wondering whether there’s a reasoning behind such discrepancy. Additionally, I’m unable to change the position of the User column, which always sits at the left-most position on the list, despite being of little interest to us, while I can freely reorder any other column.

We want to export full extracts of our conversations from our workspace - how can I do this?

Hi everyone,I’ve been trying to resolve an issue where Fin AI continues to touch or count spam emails as unresolved conversations, even though I’ve created a custom spam workflow that should handle them before Fin ever activates. We also have the Intercom Spam Filter turned on and was advised to not disable it (it only catches upto 4 spam tickets a day, it doesn’t work so well with our spam emails). Here’s what’s happening: I built an “Aggressive Spam Filter” workflow that uses branches with “message contains” and “email domain” rules to automatically close spam emails. Fin is not supposed to be involved, but it still logs actions like language detection or “junk/spam” decisions after my workflow triggers. Fin initially sets the language, my workflow closes the email, Fin reopens the email and reports it as spam. Because Fin touched it, it’s logged as unresolved.  These conversations then appear as unresolved Fin tickets, which is hurting our Fin resolution rate (some days up to 80

Hey Team! I am wondering if there is any way how I can do some auto-notification when SLA is breached? 

We have recently moved from a different ticketing system to Intercom.One of the features we miss the most of the old system is notifications on conversations that are ABOUT TO breach their SLA. This would serve as a reminder for any conversation that was in the queue and give us a chance to respond before it was officially out of compliance.As another submission posted, we bounce between applications all day long and it’s easy to miss a conversation on the verge of breaching SLA.

We’re using the Javascript API client to create a conversation programmatically when users sign up to our app.We’d like all messages of the conversation to each go through SMS. Is that possible, provided that the SMS channel is set up correctly in Intercom?I’m not seeing any way to specify a channel in the `intercom.conversations.create` method, or even in `intercom.messages.create`.Is this a dead end?Thanks!

Hi,Would it be possible to automate the assignment of conversations when the responsible person is away, so they don’t end up as unassigned and can instead be directed to a teammate?Previously, when we activated the reattribution feature, we were able to select the person we wanted to assign a conversation to, but that option isn’t available anymore.The reason I’m asking is that the company has six deployment leads, each with a specific client portfolio. A workflow was set up so that conversation assignment is automated, but when one of the teammates is sick or absent, I’d like the conversation to be automatically assigned to a specific teammate.Is this possible? If so, could someone show me how? 😄

Currently if an update is commented on a back office ticket, you need to manually scroll all the way to the bottom to see the update. It would be nice to sort the conversation by newest to oldest, rather than how it currently sorts by oldest to newest. Sometimes a back office ticket goes on for days, weeks or months. Leading to sometimes need to scroll for 15 seconds to get to the bottom of the conversation to see what new updates were posted.

When searching for conversations or tickets or viewing a list created by a view, we often want to apply bulk updates to the list of conversations or tickets. Currently, the list of changes you can make to a conversation/ticket is very limited. We would like to be able to change any conversation or ticket field whether standard or custom field. Example:I have a view showing me tracker tickets. I want to bulk update all tickets in this list with a value from a custom ticket field called ‘Product’. I cannot do this at present.

Is there a way to view if someone else on the team is actively looking at the conversation? Other ticket/chat systems you can usually see someones profile picture icon somewhere to signify that someone is also viewing the same conversation. I know that a chat bubble shows up but that also doesnt tell you who is responding or show you what they're writing.

How can I customize the CSAT survey? I need it to have two stages: one to evaluate the analyst and another to evaluate the company/product.What steps should I follow to achieve this in the automation?

Response from the Support team : So I have just checked with one of our engineering teammates and they have confirmed that the side conversation creation flow creates conversations through the standard email conversation flow, but never accesses parent conversation brand data or inherits any brand configuration.When setting a brand in a conversation, the goal is to have a specific signature. It is unacceptable that when you send a side conversation, a different brand is being used.

The chats do not get assigned even after replying to the chat.

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.