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Hi everyone,I'm a customer support manager at a mid-sized SaaS company, and I'm looking for some advice on how to implement a comprehensive customer support strategy. Our current approach has been somewhat ad hoc, with different teams and individuals handling support requests in different ways. This has led to inconsistencies in our customer experience and has made it difficult to track and analyze customer interactions.I'd like to develop a more cohesive and scalable support strategy that encompasses all aspects of the customer journey, from initial onboarding to ongoing maintenance and troubleshooting. Ideally, this would include a mix of self-service options, like knowledge base articles and tutorials, as well as more personalized support channels, like email and chat.Some specific questions I have include:What are some best practices for building out a comprehensive knowledge base that covers all of our product features and use cases?How can we streamline our email and

Is there a way to handle a user that is the account owner of two or more companies?

Can we directly etl data from snowflake to intercom without using seekwell etc

When I edit a Live Post, I don't see the modification in my in-app Post. Why?

According to this article:https://www.intercom.com/help/en/articles/180-localize-intercom-to-work-with-multiple-languages/p> we can send users messages in their Browser Language. Is it possible to send them messages in the language_override language instead of browser language?

I've noticed that you cannot enable Home space in Messenger anymore for mobile platforms. It is only available for Web. Am I doing something wrong or has that feature been removed?

I'm creating a custom email template, and want to widen the area where the text appears. I do not see a setting for this.

@Hi everyone,  Is there a way to 'tag' an article that only specific users or companies can see it? If not, how would you suggest creating a step-by-step guide going live for new customers first, then rolling out to existing customers? Basically we need one article for existing customers and one for new.

Sorry for my bad english.​▼​QuestionIf we change the URL (Domain), do we have to create new Intercom account and connect it to new URL (Domain)?Is there anyway, that we can get inquiries to same account (right now account) ?If there's way, how to set it up?​▼Background​My company has 2 services and right now those services' URL(Domain) is same.■ Example　└ Database URL : https://app.service.com/database　└ CRM URL : https://app.service.com/crm​We are thinking to change the URL (Domain) of Database. Like, https://db.company.co.jp.​Now we are using one intercom account for Database and CRM, so we can have inquiries to Inbox. Our customer's using both services, so we don't want to separate the inbox.

I'm not seeing an option to re-use a field in a custom report. i.e. if I use the 'conversation' tag field in a custom report, I cannot use that field again in the report. my use case is if I want to find ticket containing multiple tags, I cant do it. anyone else run into this? having the capability to use 'and' and 'or' operators is something basic that any reporting system should have, I think - unless I'm missing something totally!

Do you have any examples of the Azure DevOps integration for tickets and issue support? I am looking for something like GitHub Issue application.

Does it cost money to use multiple workspaces in Intercom?

I've set the Audience and it contains nearly 1,800 users. I set it live 5 days ago, yet no product tours have been delivered. Any thoughts?

Is it possible to get a report on how often macros have been used (other than going to each macro separately) and is there a way to track usage longer than 30 days? Many thanks

This would be an example of the json for it. [ { "name": "test1", "company_id": "12312"}, { "name": "test2", "company_id": "12313"} ]

Hello, I want to create a tour to show a post to our users.However, there's only "insert image" and "embed video" options. So, I cannot add buttons or choose reaction type like we do in outbound posts. Is this intentional? I like that tours can be tested easily and triggered programmatically in our code. Apart from the full functionalities, what other benefits does outbound post have over product tour post? Thanks in advance!

Hey, We're using messages to point users proactively to individual Youtube videos embedded in the messages. Is there any way to track if people actually use them?

I've paid for the Intercom subscription, but the membership hasn't renewed this month. It's been 2 days. My Live Chat support system at m.aisensy.com has completely collapsed. The Intercom team hasn't responded to my query. What's the solution?

Main goal is for a single point of data for all FAQs. Secondary goal is to be able to quickly review, update, run through compliance, and create an internal WIKI for new hires. I'm working with a clean slate so I can start my data structure from scratch. Thanks for any input

Does anyone have any tips/tricks for using Articles to create release notes? An example website would be great!

Hello, We use conversation data attributes and webhooks. We need to be notified when one of our attributes is updated. However, webhooks do not send any events when a conversation data attribute is updated. Do we need to configure something to receive an event when the conversation data attribute is updated?

Currently our application pushes events to users as they occur. I would like to automatically add a specific tag to the user when some exact event happens. Is it possible to do it from Intercom settings?

The new checklist feature seems pretty cool; and we look forward to using it with our customers. But we would like to make it interactive; we would like customers to be able to respond to a question or add comments. Is this possible..? How would we do this..?

When will smart suggestions (articles) be made available for NON-English articles? We operate mainly in Spanish.

First, I create a job using https://api.intercom.io/export/content/data/p>I receive a job ID.If I retrieve the data as soon as it's available, there's no problem. (retrieving the data is using https://api.intercom.io/download/content/data/my_job_id. However 24h later, the job identifier doesn't work anymore. I get back an internal server error (500). The documentation says data should remain available for download for much longer (several days). Also I didn't launch a different job in the meantime, so I don't understand why the data retrieval is broken.