Knowledge

I have an article with multiple sections and I want to add a navigation menu so that users can click on the section they want to skip to. I've seen it in other Help Centers, but I'm not sure if I can even do that in Intercom. Has anyone been able to? I've included a screenshot from the Mixpanel help center for reference. Thanks in advance!

How to reset 2FA for other teammate?

Most of the screenshots look fuzzy. It's really strange because if I actually click on a screenshot within an article, it opens up nice and big in the next tab and looks super clear, so why in the articles is it not showing up that way?

I'm currently using React Native and I noticed that the customization options only impact the header on web. My app currently uses a dark color theme and the Intercom Help Center is only shown with a light theme. I would like to customize it to at least be dark, but it'd be great it I can match it to my app colors.  Is this possible?

When I am putting content in my help articles, i would like for links within the help articles that lead to a different help article to go to a new tab instead of opening in the same tab which disrupts flow of information.

Is there a way to determine if an article is linked to in other articles? For example, if I delete an article, the link will break, so I'd like to know before deleting an article if it is linked elsewhere.

Im trying to find out from the community if anyone else has noticed Intercom Article reporting showing massive drops in Article viewership post the first week of October 2022.  According to Intercom reports, our audience for the help centre dropped by 80% over two weeks. This is NOT accurate.  Google Analytics does not reflect this drop as well as overall website traffic outside of articles being up.  My assumption is a product update or bug introduced during Week 41 2022 is the cause but trying to see if anyone else has noticed this?

We have quick-start guide articles in our Intercom Help Center that have links to other Help Center articles. When a quick-start guide article is open in the Messenger, is there a way for those links to open in the Messenger rather than a new tab? Thanks!

Hi team, I have updated our CNAME help.productengine.app to point to custom.intercom.help However, the config in Intercom has been stuck on Pending for a few hours now: When I click try again, i get an error pop up. Can you please help point me in the right direction?

Since the 27th of april, we suddently have a lot of errors on our website that all relate back to the intercom help articles we published. They all mention the canonical tag on this page points to a different language. Is there any way to fix this? 

Hi - how do I update the canonical url as it's using a URL without SSL?  

Is it possible to get a notification when a team member puts a note in your conversation with a customer? For example, if a new note appears in my conversation with a customer which is not written by me, a notification pops up in my inbox.

I'm trying to better understand the Error Codes provided in the SMS Failure CSV that can be downloaded at Reports > customer engagement. We've received some error codes of -1 that we want to better understand. Can someone provide color here?

I want to export my articles from Intercom.

I want to tag every conversation and make sure that I am not able to close the conversation without a tag. Does the tag rule guarantee that I can do this?

I need to link on the bottom of each article pages to related articles. At the moment i need to add the links manually which makes a lot of work if i need to add or change something

I would like to be able to view all messages that have come to a particular team mate in a particular date range. Is there any way to do this? I'd like to be able to see a list of all conversations a team mate was involved in on a particular dayI'd also like to be able to open each conversation from the list.

Hi there! Does anyone know if there is a way to disable the "Send us a message" option located at the bottom of a help center (picture attached) for mobile? It doesn't show up right away when users open the Help Center initially but after reading/opening an article and going back, it shows up. We want to disable this because this is bypassing the prevent multiple open inbound conversations option and letting users create new conversations despite them already having open conversations with our team.

We've got a help centre localised in a number of languages. However, not all articles will be available in all languages from the get go, which means some articles will only be available in English whilst they're being translated. If you select an article in the help centre, select another language that the article is not available in, we get a very bland page with the message 'You are being redirected', without any actual redirections ever happening. Are we missing any settings for this?

Can I download /export the performance of our articles? Views, etc.

I have set up our help center to work with Google Analytics as shown in the Intercom article.However, I'm having some trouble getting the data I want out of it. I think part of the problem is that we set up the helpdesk to use a subdomain (looks like analytics isn't great with those). Does anybody use Google analytics and tell me if and how you managed to get data about:user-flow to and from our articles (what URL they came from and where they went next)if possible the same data from above filtered by article language (via URL)and the Intercom article also mentioned: How many articles they read in a session Any other data you are looking at?

I want to change the visual prioritisation of our collections and within them the sections. Also I'd love to be able to create expandable lists that allow customers to see all the sections within a collection 'closed' and then on selecting one section, it would expand to show all included articles. This way they can browse all sections on one screen, without having to scroll through the articles in uninteresting sections.

Is there a way to pull data from intercom, specifically Response time, time to close, conversation ratings and top articles this month into a google spreadsheet? We are building a dashboard with metrics from various types of tools we use, and wanted to include intercom. Is there a way to pull data from intercom, specifically Response time, time to close, conversation ratings and top articles this month into a google spreadsheet on a monthly basis?

Hi, I created a cloudfront distribution that pointed to intercom.help for our company and that works fine, it's all set up with no issues. The problem arises when i went to review AWS Security Hub to review best practices and I noticed a critical issue. The title of the best practice is "CloudFront distributions should have a default root object configured". I reviewed the guide to set up a cloudfront distribution from Intercom and it has no mention of setting a root object. I wonder if anyone else has run into this and solved it? I've tried a few potential root objects like /en since that's what it redirects to if i got to intercom.help/company but everything i've tried to add it just redirects to a 404 page.  Thanks

I want to export all of my articles from the Help Center, how can I do that?