Knowledge

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?  

Bare with me as this is really abstract.  Goal: Drive customers into our apps with bonus of any follow on engagement being in app and live (we know who you are, where you are and what you are doing) Use Case; Agents share links to customers via a click which adds link to an email which sends customers to an external SF community knowledge base. Preferred Use Case; Agent shares a link to an article that send an in app message with the article content in the message so they stay in the app. Thinking this through it feels like a bunch of API wizardry would be needed on both the Salesforce and Intercom end to get this experience. An alternate option would be able to surface Intercom articles in Service Cloud via the Articles API but against a bunch of API wizardry. Has anyone thought of doing anything a bit abstract like this or is it just me 😮. Full disclaimer, I have zero DEV or API skills.

Unable to access my account on my mobiIe via app. When I try to install the app, I get the notification: "Unable to signin: Your administrator needs to require you to set a passcode on this device to access this account. Please set a passcode How can I fix this?

I added a login page for testing purpose, now I want to remove it but received this error "Please enter the URL for your login link" How do I remove the login page? 

Hey guys one of our clients has requested a DPA from Intercom and I've asked like 5x but no answer other than being directed to a Help article which does not include a DPA - does anyone have one? This is urgent for our business and we are getting no help!

How to re-arrange articles

I want to create a pitch for my manager for us to start using Articles and I want to show him a preview of what everything will look like when running. I have created articles and collections already, is there a way to preview everything? I know they will love it, but it would certainly help to show a brief walkthrough!

I have intercom in my app and I have just over 3k users how do I send them all a message at the same time without having to send to everyone individually?

Is there any function for tagging articles? We're updating designs, and want to edit/retire certain articles after the designs are complete and rolled out. Collections doesn't quite cover this, as the collection would be "things to edit later." For example, we'd like to have the usual collections like "getting started" and "troubleshooting" – there are articles that would be in both of those collections that we know we will need to edit, and instead of going through all our articles, we'd like to find them quickly, edit, and be done.  I'm a n00b to intercom, but the searching I've done, I can't really see a great way to do it, unless we "self tag" by adding a code in the articles themselves that we can search (if the search is a meta search, that is. I presume an admin can do a meta search). Thanks!

I have not used Intercom but they charged me for the last 4 months. How can I get refund? I tried Intercom (tutorials no production) and thought was unsubscribed. Then someone at Intercom said I need to provide my company address and that's when I learned I got charged four times.  I have been contacting Intercom for 2 weeks now but nobody replies to my refund messages.  I got charged $200 and it's a lot in Vietnam where I live.  Please help me!