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what I need to know is their way  can categorize customer question based on it can do the needed matrice and easily follow it and know the necessary detail  don't tell me to use a tag because it's hard and wasting time 😁

I'm using a mix of Loom & TechSmith Capture for Mac OS. I'd love to try some other options and would appreciate any suggestions to help filter through the noise.  Free versions are great but for a wonderful feature set I'd switch to a paid plan. What is your company's support team using?

Hello, community. In the report Conversation tags, we can see "The number of tagged conversations by start date.".In my flow we allow users to return to the previous conversation and ask another question. As well as it is natural for the users to ask within one conversation about the different products and not just about 1 specific topic. Can I somehow get the report that will contain tagged conversation by the time of tagging or a report that will show tagged messages by the time of tagging? For example, I have a conversation that lasted for 3 days and is still active.1st day user asked a question that was tagged as "A"2nd day - tag "B"3rd day - tag "C" I would like to see this conversation in the report for each of the 3 days with the tags that were implied in that day. Or be able to see the number of messages that were tagged with the specific tag on

We are trying to figure out the engagement levels of a particular customer that reach out to, is there to find out the number of conversation a customer has had with us using export?

Hello, we currently have two FB pages connected to intercom with the "Facebook integration".Is there any way we can assign the incoming conversion to specific teams depending on what pages they come from? When a message is sent from a FB page to intercom is shows as a Facebook message but doesn't specify what page it was from or URL. In other words, we don't know what FB page it comes from and we cannot assign it to the right team on Intercom. Is there a nice way to do this?

Is it possible to send messages by just hitting enter, rather than ctrl + enter. I would rather be able to just send a message without holding two buttons, by just pressing enter. Then, if I need to add a new line, I will just press ctrl + enter to do so

i have set up multiple rules and i notice that sometimes they are not triggering, i believe the issue is if there are special arabic characters in the email. anybody else encountered this issue? potential workarounds?

Is it possible to send "notes" to a team" Im trying to send notes to a group of collaborators but I am not sure if it is possible. Thanks!

I want to use Intercom for supporting our customers via email. We have set up email forwarding. We have noticed that sometimes replies from Intercom to emails get a message added as per this screenshot. Anyway to disable this? It leads to a confusing email thread for the customer.  Also wondering if anyone has a good workflow for forwarding individual emails to Intercom. For example, where a user sends a query to the email inbox of an individual support adviser, how can we make sure this is added to intercom?

The scene is this:A customer and rep are having a convo. The customer responds and a rep doesn't respond. I want to make sure I have an SLA around "going dark". Let me know!

Hi all, We are currently having a lot of issues with responses we send via Intercom. It seems that a great amount of our replies go info the SPAM folders of the receiving contacts. We now are receiving more and more replies form customer why we don't respond and it's hurting our service level quite hard.  Is there anyone who can help us urgently???? Cheers,Pieter

I am currently setting up our intercom system and e have a lot of old school folks that prefer to call even though most calls can be answered in a quick message or email. I am looking for a way to add a conversation to the inbox from an outside source? (IE phone call to our helpline, customer emails support directly)

We have a tech team that (currently) does not respond to clients but still need the ticket in their inbox so the ticket has to go to the tech team then back to the original assignee but when it switches teams is removes the assignee. Is there a setting I'm missing or a workaround? Thanks!

I am setting up a process by which our Support team escalates an issue to another team - for example Engineering. I want to set up a First Response SLA with Engineering based on the priority of the ticket (P1 through P4). For example, if I have a ticket to escalate to Engineering, I will use the jira integration to attach the issue to a jira project and I will add 1 tags "EngESC" (the priority of the conversation is already in a conversation field). How would I capture (in a report) how long it takes Engineering to respond to the escalation after I have added the EngESC tag? Another option would be to create another Inbox called Engineering Escalations and physically move the ticket to that box, but again, I am still looking to report on how long it takes from the time I moved it to that box to the first time Engineering responds. If there is another way to do this, I would sincerely appreciate any suggestions.

Quick update on how we've been helping Intercom customers automate a lot of their workflows in the inbox.... Some of our Bump customers have automated follow-ups in hundreds, or even thousands of conversations in Intercom since we launched a few weeks ago. That's tens of thousands of messages customer support folks didn't have to manually send, and it's only been a couple weeks for most of them using the app. Having so much fun with this product and would love to help anyone else here get set up on a free trial if you're interested :) 

I want to add an app like google calendar which must show an icon in reply area in inbox (Where emoji option is shown). Our need is more than what google calendar app does.  I am new to intercom,, feeling hard to find right examples for it. Could anyone help me out to proceed with it ? 

Would love to hear some best practice around how other connectors are driving customer support performance using Intercom Reports and the KPIs within them!

I was looking for the performance of my rules. I want to know how many times have been applied and if it is correctly applied. Thanks

When i click on a button , it should redirect me to my intercom account inbox. How can i achive that?

"How to change the font color?", I need to highlight my replies in different colors and I cannot make changes in the text as of now other than bold and italics.

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

Is there a way to make it so only the admin can close out a ticket? Having issues with tickets being prematurely closed and want to make it so that only I can close tickets from now on once Im able to verify tickets have been resolved. Is there a way to set this up?

It seems the order of the columns in the export doc has changed suddenly + new filter options added to this page. Not great when this happens without any warning. Am I missing something here I'm subscribed to all the updates?

 Is there a 3rd party tool out there that can help with this? (Intercom has an office hours feature, but I'm looking for something that sends out an actual reply in the conversation)

Hello! Currently I am exporting data from the "exports" tab under "customer support", by team participated.  One thing I have noticed in pulling this data is that the med first reply time in aggregate varies vastly from the med first reply time per team participated in aggregate that is displayed in the UI under the "responsiveness" tab under "customer support".  For instance, I am pulling a med response time for a count of 109 conversations for Medicare-Tier 2 from the export for 10/12 and it shows 1:01 minutes.  However, within the "responsiveness" tab it shows 19 minutes for Medicare-T2 med first reply time and 106 conversations.  Can you help me understand why this is so different?