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When the Create Jira Issue automation is completed the Intercom ticket will not link to the Jira ticket. The Custom Action log shows a successful action and the objects look like they have been correctly mapped. However, the Jira for Tickets inbox app highlights an error saying ‘try again later’. When I try and manually link an existing tick (or the ticket that was created through the Custom Action), the app shows 1 ticket found, but no option to link the tickets. In all app documentation, images of the workflow builder show only one jira_issue_key mapping after completion of the action. But my workflow shows 2 instances of the object mapping. I’m not sure if this is causing the issue, but I don’t see why there would be a reason to map the jira_issue_key twice.  

I currently see a beta version of Intercom Phone running on my platform. When will the call function be fully released?  

Hi everyone! 👋I’m Joanna from Praso’s CX Ops team, and we’re looking for a way to track our team’s productivity more effectively. Ideally, we’d love to have access to a report or even raw database logs from the inbox dashboard that provide a snapshot of each agent’s activity per hour.This would help us calculate our team’s occupancy rate, showing key insights such as:✅ The number of agents active per hour✅ How many conversations each agent was handling✅ How many customers were waiting in the queueWith this data, we could better assess whether our team size is optimal and make informed adjustments to improve efficiency.Has anyone implemented something similar, or does anyone have insights on how to retrieve this kind of data? We’d love to hear your thoughts!Thanks in advance! 😊

I’d like to retrieve changes or additions to the company data from yesterday or last month in batch.Since I have not seen a way of filtering the api query to companies I wonder how to best achieve this. From what I see I have to use the “Scroll over all companies” or “List all companies” API retrieving all Companies and filter the result according my needs.Any other suggestions are very well appreciated, thanks.

Hi everyone, I’ve reached out via support but in the meantime wanted to ask if anybody is experiencing this same issue in the community.Platform: iOS (expo react-native)Package: @intercom/intercom-react-native v. 8.1.0Lately, we are seeing spike in the error `App Hanging +[ICMHTTPBridge submitMetrics]This seems to be happening in intercom-ios. Below is a portion of stacktrace:```CoreFoundation 0x187de7518 -[NSDictionary isEqualToDictionary:] CoreFoundation 0x187de7514 -[NSDictionary isEqualToDictionary:] CoreFoundation 0x187de75b4 -[NSDictionary isEqualToDictionary:] CoreFoundation 0x187dfe538 ____NSSetI_new_block_invoke CoreFoundation 0x187dfe4a0 __NSSetI_new Foundation 0x186a7ba88 -[NSSet(NSKeyValueCoding) valueForKey:] Intercom 0x1037f3e34 +[ICMHTTPBridge submitMetrics] CoreFoundation 0x187e0a474 __CFNOTIFICATIONCENTER_IS_CALLING_OUT_TO_AN_OBS

In an existing email chain we currently have our settings to ‘send replies from inbound address’, appreciate there is another option of ‘teammate address’ but is it possible to switch between both options? i.e. in an existing email thread being able to select which email address you reply from, the same as you can in a new email/conversation?

Does anyone know how to contact Userfeed? With Bump no longer supported nor present in the available apps, we are trying to stop payment. Would like to avoid going through our bank to stop payment, but have been unable to reach anyone at Userfeed directly. Any help would be great! 

Hi Everyone, if there are any possibilities to embed a javascript intercom chat widget in Salesforce Lightning Community. All my attempts to do this faced that widget script blocking by the Salesforce Locker Service. Although it is indicated that Salesforce is fully supported by Intercom Perhaps there is any best practice or documentation describing how to embed a script in Salesforce Lightning.

Hi all :-) Is there anybody out there who is running Intercom next to Microsoft Dynamics 365 Customer Voice or OmniChannel?Thanks in advance ;-)

I’m a technical writer, new to Intercom and exploring its knowledge capabilities. I’m unable to upload new images or copy & paste images to my Knowledge articles — instead, I receive the error message “There was an error uploading your file” (and a prompt to try again, which doesn’t change anything).Can I get help resolving this issue? Thank you!Here’s an example: 

We currently face a limitation in tracking ticket ratings timestamps. While conversation ratings are provided through webhook events, ticket ratings are not, forcing us to use the ticket closing date as a fallback. This creates inaccurate data when tickets are rated after their closure. This appears to be an oversight as this functionality is already available for conversations This limitation affects our ability to: Accurately track CSAT metrics over time Report precise customer satisfaction data Maintain data integrity when tickets are reopened Provide reliable analytics to our customer service teams We propose adding new webhook events for ticket ratings, similar to the existing conversation rating events. These events should include the same information as the conversation_rating_event. This also means we need a ticket_rating_updated_event when a ticket rating is modified.

Problem Statement:We are managing multiple email series and banners and would like to streamline the process of reviewing their performance. Currently, reviewing each email series individually via the "Series Performance" stats is time-consuming and lacks a consolidated view of overall performance. This makes it difficult to monitor and report on metrics effectively across multiple series, especially since we want to scale this to monitor across different tags (products, partner affiliates, etc). Supporting Information:The goal is to have a solution where specific email series/banners statistics can be aggregated into a report or at least extracted for further analysis. Ideally, this report would allow us to review performance by series status, content, or other relevant criteria, helping to monitor both individual and overall series performance. As far as I can tell, this functionality cannot be set up as

Trying to use intercom URL in iFrame, facing the error which says "ancestor violates the following Content Security Policy directive: "frame-ancestors 'self' " Need a solution to overcome this issue. Kindly help us to resolve this

We would need to add Content Security Policy to our application. I saw this article on Intercom Help. There it is stated to use 'unsafe-inline' but I am wondering is there a way not to use it, since we would like avoid that in our policy?

We are currently working on our upcoming release to the Google Play Store, ensuring compatibility with Android 15. As part of this effort, we have recently updated our app to use the latest version of the Intercom SDK (15.9.1).During our testing phase, we encountered an issue specific to devices running Android 15. The problem pertains to the UI when attaching a video or image in the Intercom messenger.The "X" close button overlaps with the status bar, making it difficult to close the attachment preview.This behavior is observed only on Android 15 and seems related to the new edge-to-edge enforcement introduced in this version of Android.Here are the steps to reproduce the issue:1. Open the Intercom messenger in our app.2. Click on the attachment icon and choose Gallery.3. Select an image or video.4. Observe that the close ("X") button overlaps with the status bar, making it difficult to close the preview. You can vi

Release Date: 15-01-2025 🚀 Enhancements Added support for Fin for Platforms. Special notice view now supports links. Note This release contains some beta features.

I’m referencing this documentation: https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/updateconversation I’ve created a custom attribute on conversations called original_post_id (see below)And i’ve been successfully able to PUT https://api.intercom.io/conversations/{id} (200 response code) with the intention of updating the conversation with a custom attribute value:

Hi! Regarding metrics in custom reports, we’d like to have the SLA hit rate based on the percentage of conversations where the team met the SLA, as shown in the SLA report.Ensuring timely responses to our community is paramount. Measuring the SLA hit rate based on the percentage of SLAs applied to conversations that hit their target (current available metric) can be misleading. For example, if a ticket has four SLA targets, and we hit three out of four, the SLA hit rate would show 75%. However, if we breached the first response SLA, we failed to meet our promise of timely communication to the member, making the true SLA hit rate for that ticket 0%.From our perspective, breaching even one SLA in a conversation means we didn't fully deliver on our commitment.

How can I effectively manage and link multiple workflows in Intercom to ensure seamless automation? I’m looking for guidance on organizing interconnected workflows (Read More), setting up triggers between them, and maintaining clarity while avoiding errors. Any best practices or tips for optimizing linked workflows would be greatly appreciated.

Hello! I’m wanting to know if there is a way to be able to measure and analyze the unique emails or names or users that are being routed to one of the workspaces myself and my team use. Is there a way to see which users are reaching out to us most frequently and about what to better be able to address why the volume is higher for those users?

Can we get list of all articles in a collection using the REST API?

Hi everyone,Our CS team is accustomed to receiving personalized Slack notifications for events like client replies, internal notes, etc., as supported by our previous platform provider. However, it appears that Intercom offers limited options for triggering built-in notifications, and the Slack integration only allows updates to be posted in channels, rather than directly to individual CS agents based on conversation assignments. I’d love to hear how others are addressing this. Are there any effective workarounds you’ve implemented within Intercom using automation, or perhaps an app that helps manage team member notifications? For us, personalized notifications are crucial due to high incoming volumes, as they act as timely reminders for agents to check specific client conversations that are currently in progress. Any insights or suggestions would be greatly appreciated!

Hi everyone,I’m Darshan Hiranandani, I’ve been using the Intercom interface to create notes, and I noticed that I can tag teammates in those notes. However, I’m wondering if it’s possible to do the same when creating notes through the Intercom API.Has anyone had experience with this or know if tagging users is supported when creating notes via the API? Any insights or guidance would be really helpful!Thanks in advance!RegardsDarshan Hiranandani

Hi, there’s an error when exporting tags in the new interface. When will it be fixed?https://www.loom.com/share/0074fbbe98c143dfb9eca4d4e38b5d56 

Release Date: 09-01-2025 🚀 Enhancements Added privacy policy to conversation screen. Updated icons in the more menu when you launch directly into a conversation. Updates to the Powered By Intercom view in conversations. 🐛 Bug Fixes Fixes issue around tapping on a message in a conversation to display timestamps. Fixes accessibility issue with icon colour in special notice view. Fixes an issue that could cause the typing indicator to continue displaying after a message was received. Note This release contains some beta features.