Knowledge

Custom Domain setup doesnt work, My domain is transferring to cutomer.intercom.help using cloudfront but intercom is not able to resolve to the article.

The specific problem I am trying to solve is as follows: I have an application log in page where I do not want the intercom widget to be present for any user. Then after that user has logged in, depending on their predefined role permissions, intercom should either presented or hidden. Admin users should be able to see the intercom widget.Customer users should not be able to see the intercom widget. Any assistance to help resolve this would be greatly appreciated!

When a user uses "offer additional help", I want to specify to whom it should be assigned. Can we? 

Here's an easy APIANT template I built to merge leads with users. Just add "lead:Id" as a conversation note in the user and they will merge instantly! Let me know if you need help installing it. 😊  https://apiant.com/templates?template=cab19a0f26cd431e8a948dc280689c2d/p>

Can you add anchor tags to Help Center articles that are longer?

When using anchors you can't seem to be able to add just the anchor as a link "#example-example" without Intercom adding "https://" in front of it and rendering the anchor useless. Any way around this? A workaround is to use the full URL but this means that for every link it sends visitors to a new window, which is not great.

I have filtered articles to specific users (me being one) to test this functionality however they aren't showing in our knowledge base when I search for them? Any ideas why not?

Is there a way to link the heads included in a Help section article? I want to include a table of contents with links to make it easier for a user to jump down if needed.

We are just starting to look at switching from Salesforce KB to Articles. What kid of user metrics are available in the canned reporting? What other practices do you guys use to track performance (bounce rate, time on page, etc)? TIA!

Is it possible to get list of all requests users type in the search field in our help centre?

I know it's possible to present the helpcenter using: Intercom.presentHelpcenter() But is there a way of presenting a specific article when doing this, using the article ID? Thanks!

Can I get a list of users who have visited a particular page?For example, I would like to list the users who are looking at the cancellation page.

I would like to move a published article from one collection to another, however I don't see my full list of published articles when I click "Add Article" on the new collections page

Can intercom keep track of the users who have used help center and how many of them have used it？

Previously when you clicked on an article and then clicked on the views, there would be a view count next to the persons name, to indicate how many times they viewed that specific article. Why did this disappear with the new reporting? Instead i just see a long, not clean, list of users, and if someone viewed the article more than once, they just show up in this unorganized list.. This makes it really hard to look at a glance if certain customers are viewing an article more frequently than others. Could this functionality be added back in?

Our support centre however says it's not fully secure, and it looks like it's delivering mixed content, for example the logo is being delivered as http and not https. The certificate looks fine but not sure how to tell intercom to now deliver all the content through https.  Any help much appreciated

Why is our help centre showing as "Not Secure"?

We are changing our existing Help Center to Intercom Articles and switching Intercom Help Center to the support server. Our customers use certain of our current help center URL´s directly and after we set up Intercom Help Center to the support server, the old URL´s don´t work anymore. We would like to point out these certain articles and automatically redirect customers to the matching article URL in Intercom. After we have used CNAME recording to bring Intercom Help Center to custom support.example.com address are we able to define redirects somewhere through Intercom? Because I know for sure there are these kind of capabilities in other Help Doc tools. Or do you guys come up with some suggestion how I could tackle this kind of situation?

Reply with Article isn't showing up on iOS app. This page (https://www.intercom.com/help/en/articles/447-respond-to-users-and-visitors-on-the-go) shows it as an icon in the bottom of the chat window but it's not showing up in my app even though I've enabled the feature and it's showing up in the web chat.

Your invoice notification emails are not useful if we are trying to get our finance system to process them automatically. Please allow invoices, not notifications, to be sent out automatically.

Hi! I have Help Center by Help Docs active on our website. We are ready to change Help Docs to Intercom. However, we have a large scale communication campaign active where we are directing our customers to certain help center article. We are going to move Intercom Help Center to the domain where Help Docs is located. Am I able to customize Intercom Help Center article URL´s to match the ones Help Docs are have right now? Or is my only option to automatically re-direct customers from certain URL´s to the new ones? Hopefully you get what is my use case and give you opinion to the matter 😅

I'm the main person responsible for our help center at my workplace. When I look at the conversations that our support handles I often find that our users don't seem to know that there is something like a help center. We do link to articles in lots of marketing content, in product tours and added the search in the messenger. We even have a "Help" button in our product that links to it.I also encouraged our support to send the fitting articles whenever possible. Is there anything else that worked for you? Were you able to increase the views for articles somehow? Curious to hear some insights.

Customers appear as unidentified when contacting the support team while navigating the help center\reading an article in the Help center, how can I disable the chat option in the Help Center? When customers enters our Help Center website they have the ability to contact the support team via the intercom chat button. The problem is that they will appear as unidentified in the inbox, leaving the support team unable to answer them (if not in real time). Is there any option to disable the Chat option in the Help Center?

Also on top of this, how would I send different users to different teams based on the same criteria?