Answered

Hello everyone,I’m Darshan Hiranandani, We're currently working on implementing a ticketing and ticket portal system, and we're looking to import customer tickets from another provider into Intercom. While we've successfully been able to create tickets using the API, we are running into a challenge when it comes to linking a company to a ticket.Currently, an admin can manually link a company to a ticket in the inbox, but we haven’t found a way to make this step mandatory. This is an issue because without a linked company, the customer won't be able to access the ticket via the portal, though they can still see it through the messenger. We want to avoid confusion in this regard.We also have trouble retrieving the company linked to a specific ticket using the GET /tickets/{id} endpoint.This leads to the following questions:Is there a way to link a company to a ticket programmatically through the API? Can we retrieve the linked company information through the API? How can we enforce the c

Hello,Is there any method or setting to have Fin provide a shorter answer initially, and give the user the option to ask for it to elaborate and provide a more detailed response? Currently, the bot is providing answers that are too long and overwhelming. Any solutions or adjustments we could make to get closer to this goal would be appreciated!Thanks,Jason

I wanted to know if you have any solution regarding this error?buildscript { ext { buildToolsVersion = "34.0.0" minSdkVersion = 23 compileSdkVersion = 34 targetSdkVersion = 34 ndkVersion = "26.1.10909125" kotlinVersion = "1.9.22" } repositories { google() mavenCentral() } dependencies { classpath("com.android.tools.build:gradle:4.0.1") classpath("com.facebook.react:react-native-gradle-plugin") classpath("org.jetbrains.kotlin:kotlin-gradle-plugin") }}apply plugin: "com.facebook.react.rootproject"gradlew propertiesdistributionBase=GRADLE_USER_HOMEdistributionPath=wrapper/distsdistributionUrl=https\://services.gradle.org/distributions/gradle-8.6-all.zipnetworkTimeout=10000validateDistributionUrl=truezipStoreBase=GRADLE_USER_HOMEzipStorePath=wrapper/distsI look forward to a quick response, thank you very much.

Hi!We’re experiencing a non negligible amount of crashes with our iOS app. We’re using the Intercom iOS SDK v18.2.0 (AKA the latest). As far as we can see, the user goes into the intercom integration, and at some point it crashes.Here is the crash-logs from Sentry: OS Version: iOS 18.0.1 (22A3370)Report Version: 104Exception Type: EXC_CRASH (SIGABRT)Crashed Thread: 0Application Specific Information:Expected dequeued view to be returned to the collection view in preparation for display. When the collection view's data source is asked to provide a view for a given index path, ensure that a single view is dequeued and returned to the collection view. Avoid dequeuing views without a request from the collection view. For retrieving an existing view in the collection view, use -[UICollectionView cellForItemAtIndexPath:] or -[UICollectionView supplementaryViewForElementKind:atIndexPath:]. Dequeued view: <IntercomSDK_ITBBlockCollectionViewCell: 0x1224ccc00; baseClass = UICollectionViewCell;

I’m referencing this API documentation https://developers.intercom.com/docs/references/unstable/rest-api/api.intercom.io/data-attributes/updatedataattribute for updating data attributes -1. is it possible to use APIs to update relationship attributes between different standard intercom objects (contact, conversation, ticket)?2. is it possible to use APIs to update relationship attributes between standard intercom objects (e.g. contact) and custom objects?

Dear Sir / Madam, We are developing an integration with Intercom via the API and events. Recently, prob starting about 1 - 2 weeks ago, we noticed that Intercom send 3 copies of every event. We followed the guideline to send back the ok() on every event we processed, but somehow the duplicate events still come on every event. Did the guideline change? This used to work well but something seems to have changed recently. Best

I’m using the unstable version of the api to see if i can list data attributes on custom objects and doesn’t seem like this is possible.  When will this be allowed? {"type": "error.list","request_id": "001g71vtd1equmb5qab0","errors": [{"code": "parameter_invalid","message": "unsupported model parameter [campaign]"}]}

Hello!I’ve encountered an issue after integrating "Jira for Tickets" with Intercom. I created a custom attribute called "Screenshot" with the intention that when a file is attached in Intercom, it would automatically appear in Jira. However, the file doesn’t seem to be transferring over to the Jira ticket.Could you please advise on how to properly configure this so that attached files are successfully synced to Jira?Thank you in advance for your help!A done task in jira:Screenshots: No 

Hi,So I have connected WA to intercom and I got it all set and connected, I have created a template and it got verified. The issue, when I send WA template to a lead, the message doesn’t deliver correctly to the lead. I have checked with the intercom team and they are on it yet this issue took too long and we are in need for this feature in which we start the conv. with our leads.Thanks you for your help.

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!

Hello!It looks like the reporting is going to be changed soon. The report for tag totals by month is somewhat limited, and it seems this is no longer going to be available beyond just listing 10 top tags used along with their total number.With the new layout, how can one download the conversation tags and total number used for the entire month, not just the top ten the new report shows?What I am finding is you’d have to download the conversations, sort by conversation tags, and then manually count those tags using this new layout. Is that true?? That just feels like this is making more work to produce what was already easy to pull on legacy reporting.Perhaps it’s my error and I am just not seeing this as being available in the new format, it’s entirely possible the report is available, but I am just not finding it on my end.Thank you so much for any assistance you might have and guidance. 

We have enabled the setting to prevent Customers from changing their rating after  a set time (1hr) but this does not seem to extend to conversations that have not been previously rated. We have had a few instances of disgruntled customers going back and rating chats from days prior. Is there a setting to prevent this?

Hi everyone,I’m Sachin Duggal , and I am the owner of a bags manufacturing business. I’m looking to use Intercom workflows to effectively re-engage inactive customers. My goal is to identify when users become inactive, set up personalized messages or campaigns, and automate follow-ups to bring them back.Can anyone share strategies or best practices for using triggers and actions within Intercom to make these workflows effective? Also, any tips on measuring the success of these re-engagement campaigns would be really helpful.Looking forward to your suggestions!RegardsSachin Duggal

Hi! I wanted to check in if it’s possible to get the File for the Default Notification on Intercom?Would be nice to have it, looking to so a meme with Jack Nicholson The Shining movie scene Thanks!

Hi!We’re using the Intercom SDK on our iOS app, currently using version 18.1.0. We’ve been getting a lot of crash reports and it seems to mostly happen to users on iOS 15.8, looking into it we found a stack trace that points to swizzling done by the Intercom SDK: Any ideas on how to fix this?

is it possible to make or see in some place, when we call, in which time zone by code the client is? 

App ConditionsIn our AppDelegate we return true from application:continueUserActivity:restorationHandler:  We have IntercomUniversalLinkDomains configured in the Info.plist fileSteps to ReproduceOpen and intercom chat and type in the link https://www.nuuly.com/feedbackTap on the link, once it becomes tappable in Intercom chatExpected Behavior:Do not open Safari when a url is matched with an entry from IntercomUniversalLinkDomains and ONLY handle in application:continueUserActivity:restorationHandler: returns true Actual BehaviorApp handles link in application:continueUserActivity:restorationHandler:b but Safari also opens the link before App can handle it Intercom SDK: 17.0.0iOS: 17.2

I'm using the intercom api to create and respond conversations of type email, when I send messages as an admin using HTML, some HTML components are stripped, as a result clients can't see the HTML formatted correctly when the email is opened, like i gmail for instance, why is this?

Hi we have just implemented CSAT ratings and are doing surprisingly well from the customers who have rated us, however it doesn’t tell us the whole picture. Are you able to tell me whether it is possible to add CSAT to the creator of a message or ticket when there are multiple participants. I don’t want it sent to all participants just to the creator of the message. We often get messages with multiple people are CC’d into the conversation on first contact.If this cant be achieved currently are there any plans to include this?

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..

I have determined that Our iPad app is experiencing Airplay issues that are being caused by the Intercom API. Setup:Intercom.setApiKey(apiKey, forAppId: appId)let userAttributes = ICMUserAttributes()userAttributes.userId = user.userIDIntercom.setUserHash(userHash)Intercom.loginUser(with: userAttributes) Steps to reproduce:cold launch the app Have above code run for Authenticated users Turn on Airplay to TV or Apple TV Issue: External screen is blackNote: Turning airplay off and back on solves the issue. Troubleshooting:Commenting the following lines of code solves the issue:Intercom.setUserHash(userHash)Intercom.loginUser(with: userAttributes)I have tried disabling Intercom swizzling as per your documentation but it has no affect.  Currently using Intercom 17.4.0

Hi Intercom Team,I’m writing to express my frustration regarding an ongoing issue that I first reported on April 11 and followed up on June 15. The issue involves IME (Input Method Editor) languages like Korean, Japanese, and Chinese, where pressing CTRL + ENTER to send a message causes the last character of the input to be duplicated and sent again.On April 11, Emily from your team responded with the following:"Hey again Eric! 👋This was actually recently tested and confirmed as a bug by our engineers so it has been added to our backlog to be fixed.For greater context, our product team prioritizes bugs based on the severity of the issue and how widespread of an experience it is with customers. To provide insight on expectations, issues like this may not be actioned for some weeks. This timeline is based on the team's current existing log of issues and upcoming feature releases which is subject to change.So what happens now?Now that your issue has been logged to be fixed, I will wrap u

There seems to be an issue with the Intercom API. I'm using the tickets/search POST call and it's only retrieving 97 of my 225 tracker tickets.POST: https://api.intercom.io/tickets/searchThe body of my API call looks like this:{"query": {"operator": "AND","value": [{"field": "open","operator": "=","value": true},{"field": "ticket_type_id","operator": "=","value": 2}]},"pagination": {"per_page": 100}} I also tried:{"query": {"operator": "AND","value": [{"field": "open","operator": "=","value": true},{"field": "ticket_type_id","operator": "=","value": 2}]},"pagination": {"per_page": 100}}

Usually, reaching out to Support isn’t very fast, so I’ll try asking the members of this community instead.I’d like to create an audience, but the audience tool isn’t exactly what I need—it doesn’t let me select all the viable fields within Intercom.For example:Users who received WhatsApp campaigns through our company’s WhatsApp Business number. Users who replied to any WhatsApp message using specific keywords. Users who were transferred to a specific team inbox. Users with a conversation attribute marked with a specific value.I’d like to use these criteria to create an audience that I could leverage in a future WhatsApp Business Outbound campaign.

I would like to a add a conversation tag via a worfklow to the first message sent (via SMS), but even manually it is not possible to tag the first message in the conversation and it appears as Fin who sent it while it wasn’t.According to Intercom the first SMS messages will not show teammate profile icon and it's not possible to tag it.Have anyone had similar issue and find a workaround to it?