Knowledge

We track reports for article views on a weekly basis on a different platform, and as of this morning, all article reports have changed. I have waited an entire day, and 0 response as to why this has happened. We need reporting to be accurate to build on published content. Has anybody experienced this? Is the reporting simply not accurate? Is there any feedback from the intercom team that can help get this sorted? Can we possibly get support please

We have many articles that are not part of any collection. We do that to keep the help center light weight, but we do need these articles to show up in search.The problem is that these articles when accessed using the URL, do not show up with header or footer.How can we fix it?

Hi everyone,Our company offers a mentoring program when customers purchase a specific product package through a third-party provider. We now want to train Fin with this mentoring knowledge and make certain information visible only to these customers. So instead of watching content they can quickly ask something and Fin provides the answer. If I understand correctly, the necessary steps are:Set up a custom domain and enable cookie forwarding. Add the login link and set the Help Center to private. Upload the customer CSV file and add custom attributes. Assign articles to specific user categories, making them accessible only to the intended audience.I have a question regarding step 2:Fin states that the login link should match the custom domain. Is there a way to use the third-party provider’s website for login instead? This would allow us to instantly identify customers who purchased the mentoring program. Or is this only possible via custom attributes?Would anyone have a better approach

Hello!Since our company started cooperation with clients from Kyrgyzstan and Tajikistan and we have to provide support to clients from these countries, we faced the need to create workflows automation and Help centres for our clients. The request to add these languages ​​to Intercom was sent several months ago and was forwarded to your Product Team.First, please at least add the browser language attribute for Tajik and Kyrgyz languages ​​so that we can start creating workflows.Thank you in advance!

Is there a way to send a message to Slack when a new article is published? 

Confirmed this is a problem on ios Safari/Chrome/Firefox and Android. Let me know if anyone as had this problem before. Video attached. I have reached out to Intercom support as well.

We are currently using a different product to house our internal documentation, however, we’d ideally want to keep it all in one place. Our team uses both our internal documentation as well as our client-facing help articles to resolve problems. I’m curious of some best practices on how others are organizing this information within intercom. Any ideas are appreciated! 

Hi! I have a question, along with maybe an idea.We recently signed a new contract and have a ton of new features - yay! When getting things started and identifying what all we have available, I’m running into issues where I want to set up a feature thats visible in the section under Billing > Overview > “Features included in your subscription” to make the most of our available features, but there’s not an easily findable resource in the features section telling me how to set something up. Ideally, I’d LOVE a hyperlink to the article associated with each available feature, detailing how to set each specific feature up.In the meantime though, is there a straightforward way to identify what features we have available and the correlated how-to guides?

Hi guys, does anyone know if we have any addons for remote support? A company I work with had this question and at least I couldn't find it. 

I want to improve SEO website for Article topics searched on an engine (ie Google) that will bring guests to our site. can anyone share experience?thanks you for all your ansers and sharing it https://serpstat.com/blog/what-is-the-difference-between-title-and-h1-and-how-to-write-headers

When I import an article from Notion to Intercom, I use the import option of Intercom. It does a nice job, but the imported article is “internal”. How do I change it to “public”?

Can you make links open in same window within articles, instead of forcing them to open in a new tab? (they all get generated with target=”_blank)

At the moment if I add a link to my posts it opens in a new tab, which opens in a logged out state. This is a pretty poor experience for the customer. Is there a way for the link to open in the same window?

I want to embed a video in an article, how do I do that?

I'm curious if anyone has been able to find a way to display/hide help articles at the collection level, rather than at the article level? We have several different products and don't want to show all help articles to all users. We can use audience filtering at the article level, but that is too cumbersome to maintain with so many articles. Thanks!

The video I’m tyring to embed:https://infovolttime-my.sharepoint.com/:v:/g/personal/info_infovolttime_onmicrosoft_com/EeMaRjgK8mNJkhK8bIMM3bkBv30-QY394_Er8t6iZSWtcQ?e=7TOtmG&nav=eyJyZWZlcnJhbEluZm8iOnsicmVmZXJyYWxBcHAiOiJTdHJlYW1XZWJBcHAiLCJyZWZlcnJhbFZpZXciOiJTaGFyZURpYWxvZy1MaW5rIiwicmVmZXJyYWxBcHBQbGF0Zm9ybSI6IldlYiIsInJlZmVycmFsTW9kZSI6InZpZXcifX0%3D What I see in the article editor:When I try to publish the article: I can publish the article if I remove the embed section..

Hi, I am using vimeo to embed videos within my articles and am having issues with implementing domain level video restrictions. We need domain restriction on all our videos to prevent them from being accessed by users that aren't logged in.  When viewing articles on the standalone help pages, the embed solution works fine, but if a user views a video from within the messenger, they get an error saying the video can't be played because of privacy settings. Both the help pages and messenger are used on the same domain. Has anyone found a way to use domain restriction successfully?

Hi,is there a way to add opening text in a collection bfore the part that addresses to the articles in it? For example to add it in the pink form as shown in the screenshot attached  Best regards,Milena

Hello, we are facing an issue with article url.When we are trying to reach this one for example https://help.studentpop.fr/fr/articles/5478884there's a redirection to http://help.studentpop.fr/fr/articles/5478884-pass-sanitaire. Actually our apps only allow https url so the redirection does not work. We saw that there is a parameter on help center -> settings -> Set up the basics -> security protocol, but even if we turned it into "https" we are still redirected to the "http" url.Is there a way to fix it ? Thank you

Is it possible to change the text color in intercom articles? I can only see the option to change the font to bold, italics etc but nothing regarding text. I know there’s the call out option but that’s not exactly helpful for the article I’m trying to write. Even on this description text box I have the text color option but not for articles?

We’re having issues related to collapsible sections in our help articles.Links to the heading of the collapsible section aren’t going to that heading H2 headings of collapsible sections aren’t appearing in the TOC at the right of the article.What can we do to fix these issues?

A customer just wrote into our support team indicating that she was looking at an article that said it was last updated "about a week ago" or whatever language Intercom uses. Has anyone else gotten customer complaints about this? After discussing internally with our support team, I know there haven't been substantial updates made to that article in definitely more than a week. I understand this general time frame is a good bandaid and fail safe for me who doesn't have the opportunity to update something that frequently, but it does seem to be a bit over exaggerated to the point that I'm not even sure it's useful. Instead, could this feature be removed? Could it be updated to be more accurate? Could there be a date and timestamp put on it instead?  I'm curious to see how others feel about this too! 😀

Hi folks! 😊We would really love our draft articles to be automatically saved, so we don't lose all our work if we accidentally close the tab (as you may guess, we learned the hard way 😅).Could this be added as a feature request?​Thanks!​

Hi there, I’m trying to solve this issue but getting transferred between agents without a resolution.I have setup my subdomain for the Intercom Help Centre via Cloudflare but getting a “CNAME Cross-User Banned” error.My DNS setup are correct, as per below: Based on Cloudflare, this is an issue that Intercom needs to solve [discussion link] and I don’t have control over fixing it.Can someone please help?