Helpdesk

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

These quickly clog up tickets and also cannot be removed. This should be a very thin line with text “Message delivery failed” with a button to expand into further details. Multitple failed messages should be compacted into the the same block.  

Hey! I discovered that the Side conversations option allows to send messages to Slack—neat! However, it is not straight forward to later on find the conversations that have side conversations. Any ideas of how this could be done? In short, this is the workflow that we are aiming at: When we need to ping someone from the team for a quick question, start side conversation and set message to selected Slack channel (this part is covered) Then find a way to easily keep track of this conversation (or any conversation that as a side conversation) within Intercom, like using Views or something similar. (This is not done!)I figured it could be done using Views filters (like when we filter conversations that have tickets, etc.), but I failed to get it working. Any thoughts, tips or tricks?

I have a question about WhatsApp.How do you deal with the fact that we can't send active support after 24 hours of conversations with no customer interaction?We stopped, for example, on Friday, with that, with that, we were unable to respond to conversations on Monday    

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

 Hi everyone,I am opening this feature request to address a recent and highly crucial update from Meta’s WhatsApp Business Platform ecosystem: the official support for WhatsApp Coexistence.During my interactions with the Intercom support team, there seems to be a misconception that using the WhatsApp Business App and the Cloud API simultaneously on the same phone number is either unofficial or a workaround. I want to clarify that this is now a fully official feature documented and supported by Meta, and having Intercom support it natively would be a massive game-changer for many businesses.What is WhatsApp Coexistence?Meta now officially allows businesses to register and use the same phone number concurrently across the WhatsApp Business App (mobile/web) and the WhatsApp Business Platform (Cloud API).When configured correctly via Cloud API, this setup enables: The Best of Both Worlds: Centralized multi-agent support inside Intercom via the API, while maintaining the ability to make/rec

Hello! Since view columns are stored locally in the browser’s cache, and clearing the cache resets the view columns' data to default, I developed a Tampermonkey userscript for my team to preserve selected/ordered table columns per view. Yesterday and today, it seems tests (or changes) have been conducted that caused the userscript to stop working, and the columns keep getting reset to default.Yesterday morning, the localStorage key was split into multiple different keys, causing our userscript to stop working. After a few hours into our day shift, the original localStorage key came back, and the userscript was working again. Today, the same symptoms were witnessedIs it expected that these changes made it to our environments? I’m more than happy to share more information if needed.

ive added the intercom chat widgte to my website, but it isnt appearing on the page. the website loads normally and ive checked that the intercom code in included. when i open the website link, the chat icon doent appear, is there a setting or url-related issue i should check?

We've had multiple instances now that calls come in (get added to a team) but no-one can pick-up the call. Is configured, and we see a button in the conversation, but when we click on it nothing happens. Has anyone else experience this?

Hi All, I’m wondering if there’s a report we can generate to see how many unique users sent us messages?I want to compare adoption between 2022 and 2023. Your help putting this together would be appreciated. Thanks! Michael

Hi,I’m trying to connect Intercom to Marketo through the Marketo app from the Intercom app store.I have the Client, Secret ID and the API subdomain.I have this error message : “We couldn't save this app's settings. Try again in a minute”Is anyone have this issue?

HelloWhen we try to send a picture on Instagram it doesn’t work anymore as it was working previously.If the customer send to us it’s working very well but not in the other way.It’s just red.Conversation : 215475580844736 

I’m having an issue with an Intercom workflow where automation does not consistently trigger when a new conversation is created.What I’m seeing:The workflow is enabled and the trigger conditions appear correct. Most new conversations enter the workflow normally. Occasionally, a conversation is created but the automation does not run. There is no obvious error shown for the affected conversations. Manually updating the conversation sometimes causes the workflow to trigger.I’ve already checked the workflow conditions and tested it with different conversations, but I haven’t found a consistent pattern. Has anyone experienced intermittent workflow triggers in Intercom, and is there a recommended way to troubleshoot why certain conversations are being skipped?

We are having trouble with office hours not being taking into account for the ticketing reporting. For example, the report says the ticket was open for 1 day and 4 hoursWhen you look at the breakdown on the ticket it says:ticket open: 22/05 at 1:36PMticket closed: 27/05 at 4:52PMThere is more than 1 day and 4 hours between those dates. If you convert the 1d 4hrs into 24 hour time you get 28 hours, then divide by 8 you get 3.5 working days which is correct but it is not displayed correctly. Does anyone have a work around for this? Thank you!! 

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.

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to users who are trying to access the Help Center or contact Support during the outage?I'm also wondering how this outage impacts our responsiveness metrics. For example, does the time waiting during the outage count toward our first response time and responsiveness reporting?Thank you!

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?

Hi team!I'm trying to understand how a customer ticket that was closed 3 months ago got reopened, despite our settings that should prevent it. I'd appreciate help understanding the mechanism.Setup:Tickets Portal is enabled for our customers Under Settings > Channels > Messenger > Control inbound volume, "Prevent users replying to closed tickets" is ON, set to 30 days (same for visitors and closed conversations) We have a workflow with the trigger "When a ticket is created" (Customer tickets, Web, Users) that applies an SLA and assigns tickets to our support teamWhat happened (from the ticket activity log):3 months ago: customer submitted a ticket via a Messenger ticket form, it was handled and manually closed by a teammate 4 days ago, on the same ticket ID, this sequence appears in the activity log: Company attribute set (by AI/automated attribution) Moved to "Submitted" and shared SLA applied by our "when a ticket is created" workflow Assigned by that same workflow Import

I wanted to flag some feedback on the recent change to the Intercom tagging system (rolled out this past weekend), as it's slowed down our tagging workflow noticeably.Previous behavior: Typing a partial tag would surface a matching suggestion, which we could select and confirm by pressing Enter. This made tagging very fast.Current behavior: Partial matches no longer trigger suggestions — the full tag has to be typed or pasted before it appears. Additionally, the Enter key no longer confirms the selection; it now requires manually ticking the checkbox with the mouse.Together, these two changes have added meaningful friction to a high-frequency action. Would it be possible to restore the partial-match autocomplete and Enter-to-confirm behavior, or is there a setting we may have missed?

Hey Connectors! Our Inbox product team are looking for feedback on which bulk actions you'd like to be to do in the Inbox. So, let me know in the comments!

I want a list of all the contacts that I have open conversations with, in a person inbox or team inbox. I need to export that list to a CSV for use in our CRM.

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

Hi,Is there a way to export all the tagged conversations?I wish to get a spreadsheet with the message that was tagged, so I need to check the content sent itself.Thanks in advance

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 everyone,I’m unable to send any WhatsApp message to one specific client. No matter what I try to send, I get the error: “Something went wrong, please try again later.”The client has been waiting for a reply since yesterday, and they also just sent another message a few minutes ago, which I still cannot respond to.I also tried starting a completely new conversation and sending an already approved template, but the same issue still happens.Has anyone experienced this or knows how to fix it urgently?