Knowledge

It’s the second time I encounter the same pain-point at a company: keeping our help center’s articles accurate as our release cadence accelerates. Our doc is becaming outdated. We create new articles for new features, but we’re always lacking the resources to update existing content impacted by those changes. That’s problematic because our product is available on iOS, Android, and the web, with small but important differences across platforms. To make things even worse, we are based in the EU and support three languages. The discrepancies between these languages became substantial, leading to increased support tickets…

We are looking to setup that certain users are only allowed to edit internal help articles but not general public help articles. Currently you can only set permissions for all article editing, not just certain articles or collections. This would allow our support team to update the internal articles they use for supporting end users via Intercom without disrupting the end user help articles carefully crafted by our Marketing Team

The License Print Check system in Nepal helps drivers stay updated on their license issuance process. Whether online or via SMS, it offers a quick and reliable way to confirm if the smart card has been printed and is ready for pickup.

Hafilat balance check lets Abu Dhabi commuters easily view their card balance online, at ticket machines, or through mobile services for hassle-free travel.

I conducted a site audit of my Help Centre and it returned a lot of redirects and 403s. The 403s I was able to fix. But the redirects and canonicals, I don’t know how to fix.Any help is appreciated. 

I am using a translation tool to write this text.I would like a feature that sorts the Help Center articles in ascending order, from top to bottom, by publication date.The chatbot gave the following response:Currently, there are no plans to implement a feature that automatically displays collections in order of publication date within the Help Center.Currently, the only way to sort items within a collection is by manually rearranging them using drag and drop; automatic sorting (e.g., by publication date) is not possible.

We are trying to give prospects and new customers a cleaner way to consume onboarding material outside the standard Help Center flow.Right now I am comparing a few approaches:public Help Center collectionsPDF handoutsa short web-based booklet that sales or CS can share before handoffI have been testing Booklet AI for the booklet-style option because it turns a prompt into a shareable guide, but I am curious what other teams here are using.If you have done this well, what format worked best for adoption and follow-up questions?

Notice that I'm unable to resize this image by entering the new dimensions until I've first selected one of the resize arrows from the toolbar, at which point I'm able to type in the values directly.  

Is it possible to resize images in the knowledge base articles?

It would be very helpful to be able to open a preview view of an article before pushing publish, just to be able to check formatting, spacing, etc.While I know the Intercom editor is set up to be WYSIWYG, it still is slightly different because you don’t have the interactive Table of Contents in the draft editor, the spacing is sometimes slightly different, and you can’t see how the breadcrumbs across the top will populate. Nor do you get a picture of what the final URL will be, which relates to this similar request: Draft View or Preview View of Help Articles.  

We are using the Intercom helpcenter and in the “header” section of the helpcenter, we added a link to a place where customers can login. Aim is that after a succesful login, the visitor creates conversations in the messenger as authenticated (JWT) users.Our problem now is that all the links in the helpcenter have:Target attribute with value “_blank” And rel attributes with value “noopener noreferrer”Is there a way to change this? Reason: I want to use the referer as a callback redirect url after succesful login. By instructing the browser not to add the referer, I cannot do this.  

Running Zapier from google drive to intercom to add information into user notes, however it will keep piling on instead of editing the existing notes, and it becomes a huge eyesore and can be very confusing to new staff. I have played around but can't find any way to remove a User Note. Any way around this?

The article page needs to support full markdown syntax because without it, all articles copied from markdown become very messy, requiring every line to be adjusted, which is very labor-intensive. Therefore, support for full markdown syntax is needed. This should not be a very complex task, and we hope it can be supported. We have hundreds of articles that need to be uploaded, and this is too exhausting.

We have two Help Centers, one for México and one for Chile:https://ayuda.fintual.mx/es/https://ayuda.fintual.cl/es/The problem is that articles from Chile rank in Google in México and vice versa. How can we make sure the correct article ranks in the corresponding country? From what I´ve read, there is no possibility to implement hreflang tags neither inject code through Google Tag Manager. We still want them indexed in Google so we can also not restrict them to a certain audience. 

We setup a regular sync between our IC instance and an external website for industry-specific content/context. Filtered URL's to be specific to the pages we wanted, but it still resulted in nearly 25k+ pages being ingested; many of them were repeats/duplicates.Since then, we've attempted to delete/remove the source from the Knowledge center pages with no success. It appears to still be going through regular syncs of new content and never fully removes it. When asking Fin, they suggested it would require API intervention. Requesting assistance to have it fully removed.  

The author profile pictures are automatically added to every Help Center article, but only the images manually added to the articles allow alt text attributes. This means that every HC article has always at least one image missing alt text. How can this be resolved in order to improve accessibility of articles? Thank you! 

Hello guys! 😁  I'm starting to work with the reports on my articles, and it would be really helpful to be able to export the data.  Is it possible to export my articles reports? Thank you all for the support. 🙋

We are moving our help center from help.tillerhq.com to help.tiller.com. The redirects tool built into Intercom will not allow us to set up redirects if the primary domain is different. See message below that’s disabling the “save changes” button. Is there a way to direct on an article by article basis from the old domain to the new one using our Cloudflare set up or some other tooling?If this isn’t possible it seems like a pretty big flaw on your part,  Intercom. Some of our help center articles bring us a lot of organic search traffic and without being able to redirect those we’re going to lose some of that SEO juice.   

 This really annoys me;Why can I View and Bulk Edit the Fin Permissions of Articles in the view-all-articles screen, but I cannot view or bulk edit the Visibility Audience of the Article??Also, Why dosen’t Visibility Audience utilise the preset Fin Audiences, which are super useful, I have to manually configure entire collections of articles, the same rule sets each time, if that rule ever updates, I cannot easily find those articles, or edit the rules!Super infuriating, this set up is not a serious help centre for multi-country companies with variations of policy per user group.  

How are y’all translating your articles?We just launched a Korean brand, and need our help center translated. I spent some time looking in the new “Knowledge” area, and was very disappointed in the lack of “Copy content to” options, or just duplicating all of the english content into the KR translation as a starting point. Even copy-and-pasting from the backend knowledge area was not usable and scalable for the help center. Am I missing something, or is it really this difficult to copy existing article content into a translation to be translated?

There’s a ‘Give Feedback’ button above and a ‘Feedback’ button to the right. Why 2?