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Customer Service Transformation Report 2026

21 days ago

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Peter CampbellNew Participant

Apps & Integrations

Salesforce app account owner sync issue

I have installed the Salesforce AppI have all fields syncing between contacts, accounts etc.I have setup the “Maintain lead and account ownership” section and it maps all the right Salesforce users with Intercom users. But….The only field it will not

19 minutes ago

Andrei FroniNew Participant

Messenger

Maximum File size allowed to be shared via Chats - Intercom Attachments

Hello all,Could I ask, please, what is the maximum file size allowed for Attachments on the Chats in Intercom? It's important to know, as some file sizes may go up to 1GB in size that our clients may need to attach. Thank you all in advance!

121

28 minutes ago

Ben NissleyNew Participant

Reporting

Can't find "Adjusted conversation handling" metric in reports

Hello, I need to create a custom report in intercom utilizing the “Adjusted conversation handling time” metric, which I understand is currently in beta. When searching for a metric, this option is not available. I can only find the regular “conversa

1 hour ago

anniy84New Participant

Apps & Integrations

Users not seeing external quiz pages after clicking links in intercom

Hi everyone,I’m seeing a strange issue with how intercom handles some external links shared inside messages and help center articles. One example I ran into was when a user tried to open a page related to the daily telenor quiz.When the link is click

1 hour ago

RubenNew Participant

Reporting

Allow the conversation Topic ML to also search ticket attributes

I really appreciate the conversation topics and reporting features in Intercom. However, these would be even more valuable if the machine learning algorithm also analyzed ticket attributes, not just conversation messages. In our workflow, users fill

4 hours ago

Charlie MarmuszewskiNew Participant

Analyze Fin

Collecting Fin's attributes 2.0

Hey again! I noticed there is an option to collect Fin’s attributes data which is great, but is there any chance to be able to collect attributes’ data without Fin answering? Is this something that we can expect any time in the future?

131

12 hours ago

Kevin StevensNew Participant

Deploy Fin

Blank Widget Experience

We are currently attempting to test deployment of Fin for Zendesk Messaging and are encountering some issues where the Zendesk messaging widget is blank. We have tried multiple audience configurations with no luck.Why is the widget blank despite seem

131

13 hours ago

Nelson PenneyNew Participant

Deploy Fin

How to trigger survey using a URL?

Using the FIN workflow, I’d like to trigger a bot survey using a URL. I’d also want some metadata passed over from FIN through the URL to our survey tool. How can I accomplish this? Metadata examples:-FIN Conversation ID-Category

13 hours ago

Shreya AgarwalNew Participant

Inbox

Inbound emails for specific brands - need urgent help

We have one workspace but multiple brands. I’ve been trying to get an answer on this question but the person helping me just stopped replying. And we need to urgently resolve this issue.We want to use app script to forward emails because we have comp

14 hours ago

Jake SolomonNew Participant

Support Operations

What is the best way to forecast and measure a support agent's capacity?

Hi there!I’m having a really difficult time getting an accurate representation of ticket time allocation. I realize there’s a ton of nuance with this, but ideally, I’d like to see how much active time an agent spends on an email/chat but I’m not sure

130

15 hours ago

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