Hey Ana, Shaq here with the Support Engineering team ! 

Currently, Intercom does not support click tracking within Help Center articles. This means you cannot track link clicks or file downloads directly in articles using Intercom's built-in features. Some teams use Google Analytics as workaround. This was mentioned here: https://community.intercom.com/article-help-center-6/how-can-i-track-link-clicks-in-article-4926

I hope this helps! 

​@Ana Henry  I was going to share the same as ​@Shaq Payne above, unfortunately this isn’t possible with features out of the box with Intercom but you can use something like what Shaq mentioned or tools like dub.co or bit.ly as well.

I do wish there was something built in for this use case and maybe it’s worth adding something to the Ideas section of the forum here as well to help with that!