Knowledge

Hi, I'm Reed, I can user GTM to set up intercom to work using the logged out users method. This also works when users are logged in. In both cases the messenger loads as expected.  But when I try to set it up designating the User ID, the messenger doesn't load. Looking at the GTM preview, the Tag Details show the firing status is Succeeded, and the User ID is what I expected, as is the Workspace ID. Firing Triggers is Window Loaded Trigger By the way, I'm using a Dev account to test this before loading on our live site. I've also tried using a custom javascript method to convert the User ID to an integer. Again the preview Tag Details shows the same results except this time the User ID is an integer (as planned.) Does this work? or is our only option to use an email? We'd rather not. But if we must is it possible to use the identity verification w/ GTM? Thanks in advance...

I have set up Google Analytics for Help Centre. I want to track the Source from where I get maximum traffic, No of users, and articles with the most views. Any recommendations?

I'm trying to use article rules to display only the articles relevant to a particular product. Not working as expected. Is it my rule or my Intercom config? My article rule uses the referral URL attribute. the URLs look like this: <product1>.<mycompanydomain>.com<product2>.<mycompanydomain>.com My rule specifies referral URL contains <product1>.<mycompany.com>. Should this rule allow users coming from the product1 URL to see the article?

how to create professional tags on intercoms?

What's the best way to make sure users of product 1 see only articles related to product 1? At first glance, I thought an article rule using Referral URL. Thoughts?

Ho do I create a link which leads to a certain section of a collection? Like this link for example: https://www.intercom.com/help/en/collections/2091449-sending-messages-and-building-smart-campaigns#sending-messages-with-intercom/p> I would like to know how it is possible for me to create a link which leads a customer to a particular section in the collage. Would it be possible to get instructions on how to create such links? Thank you! Note: The Helpcenter isn't published yet so the collections so called ID's is still unknown. By ID's I mean this: https://www.intercom.com/help/en/collections/2091449-sending-messages-and-building-smart-campaigns#sending-messages-with-intercomAnother question, how is that ID defined?

Is there a way to ask customer's feedback on articles, except thumbs up/down? Ideally, if they didn't like it, customers should be able to give feedback if they didn't like the content or the way it was written.

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?