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I’m currently using the Jira for Tickets integration to send Conversation data to a Jira Card using the “Create Jira Issue” action in our workflow… The issue I’m experiencing, I cannot configure the integration to send the entire conversation to the Jira card. Our use case, if a user has a technical issue, I want to be able to create the jira card with the conversation details attached to our dev team has knowledge into the inquiry. It works for the First Message Body and Last Message Body.. But the card misses the entire conversation. Thoughts? API Request Body {"fields": {"project": {"key": "PIDT2023"},"issuetype": {"name": "Support"},"summary": "Conversation ID: Conversation ID","description": {"type": "doc","version": 1,"content": [{"type": "paragraph","content": [{"type": "text","text": "Urgency: Urgency"}]},{"type": "paragraph","content": [{"type": "text","text": "Conversation URL: Conversation URL"}]},{"type": "paragraph","content": [{"type": "text","text": "Message Body: Messag

Since the Intercom iOS SDK began utilizing WebSockets, we have noticed that on occasion, CPU usage jumps to over 100% and there are deadlocks resulting from the Intercom SDK.When this happens, the lock is due to: `[IntercomSDK_IntercomNexusSocket sendWebSocketMessage:]` as seen here: I am now able to reproduce this reliably with the latest release (and previous), 16.4.0, of the Intercom iOS SDK.To reproduce on an app set up with the Intercom iOS SDK (I’m doing this on iOS 17.2.1 but it happens on other versions):Login a user with `Intercom.loginUser(with:)` Logout the user with `Intercom.logout()` Login again using the same call in #1CPU usage will jump up over 100%.  If you pause the debugger at this point, you’ll see a stack trace like the image above.Please let me know if I can send other information about this issue.Best,Adam

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?  

We are currently using a different product to house our internal documentation, however, we’d ideally want to keep it all in one place. Our team uses both our internal documentation as well as our client-facing help articles to resolve problems. I’m curious of some best practices on how others are organizing this information within intercom. Any ideas are appreciated! 

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! 😊

Hi! I have a question, along with maybe an idea.We recently signed a new contract and have a ton of new features - yay! When getting things started and identifying what all we have available, I’m running into issues where I want to set up a feature thats visible in the section under Billing > Overview > “Features included in your subscription” to make the most of our available features, but there’s not an easily findable resource in the features section telling me how to set something up. Ideally, I’d LOVE a hyperlink to the article associated with each available feature, detailing how to set each specific feature up.In the meantime though, is there a straightforward way to identify what features we have available and the correlated how-to guides?

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_OBSERVER__ CoreFoundation 0x187e0a390 ___CFXRegistrationPost_block_invoke

I want to switch from basic automation to custom workflows  For example, on the basic automation, I left a Jira .txt file in the commentsAnd I saw the on the intercom:1. link to jira issue2. comment 3. .txt file How can I set up custom automation so that it works the same for me as for basic? Because the standard template cannot display a .txt file and .jpg file on the intercom.​​​​​​​ 

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.

Do you allow custom unsubscribe links, meaning using our own unsubscribe page that we've already built ourselves? Having multiple unsubscribe pages for different services (Intercom being one service we use) confuses customers and makes it pretty hard on our engineering/data team. Most major email providers allow companies to use their own unsub link; they typically ask us to send our custom unsub link for checking/verification first of course.

I want to be notified when a user has contacted our support team and they have opened more than some set number of tickets. The users in our case are external customers who are using our product. The purpose of this is to make us proactive and reach out to them instead of waiting till they get upset and frustrated. Currently, we’re responding to that upset and in some cases; that’s too late.  Basically, I’d like to stop having the tail wag the dog.  

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: 

Hi guys, does anyone know if we have any addons for remote support? A company I work with had this question and at least I couldn't find it. 

Hello everyone,Is it possible to assign a macro to a specific teammate in the "Available for" field? This option would help organize custom macros that are created by contributors.​​​​​​​

I was looking through the workflow builder and I am not seeing a way to assign a ticket attribute in there. Basically what I would like to do is assign conversation to specific team and then convert that into a ticket and then set a ticket attribute value for that ticket. I am not seeing a way to do it in the builder but wanted to check here if there was any tips or tricks other people have used.

I’m working on creating a Workflow that involves customers selecting a product and, where applicable, the version of that product. Based on their selection, I want the Workflow to query a specific knowledge source tied to that product and version. For context: Product Example: Product X has two versions: Version A and Version B. I’ve created separate knowledge sources for each version. I need the Workflow to dynamically use the relevant knowledge source based on the selected version. Current Progress: I’ve set up a Workflow with branches to capture product and version selections. I want the selected version passed as a variable to direct the Workflow to the correct knowledge source. Other products that don’t have versions will be treated separately, but I’m focusing on versioned products first. Challenges: I’m unclear on how to dynamically pass the selected version through a Workflow path and use it to query the correct knowledge source. I’ve explored setting attributes and co

Hi, I’m trying to set up a workflow for a custom auto reply (I was using the instructions here) but it is not working. Context: I want to set an automated reply + close a specific ticket type for users who are mixing up our company with another company based on specific keywords that will trigger the workflow. I set a workflow using those instructions above, but it isn’t actually working.  I don’t want to interfere with other rules/workflows around what to do with new inbound convos.  How can I set this up?

Hello,We use intercom on a react-native expo app using @intercom/intercom-react-native 8.1.0We have different Intercom workflow set for “When customer opens a new conversation in the Messenger” based on day/time, custom attributes.We noticed our Android users always see the first workflow they have been presented, even if another one should be shown. We were indeed able to reproduce it. This issue happen no matter how the new conversation window is triggered, either when the user start a new conversation from the Home space or using Intercom.presentMessageComposer();This issue does not happen on iOS and one way to “fix” it is by force quitting the app from the android app settings 

Hi, everyone. I had that in our prev app when I could forward the emails by using a automated workflow but I can’t see similar option in Intercom.What I need is basically specify the sender’s email addresses and set a rule that emails received from them are forwarded to a specific email address of a person outside Intercom. Is there anything like that anywhere? I couldn’t think of anything and couldn’t find any steps in workflows about it. Maybe I’m missing something? Thank you

When I import an article from Notion to Intercom, I use the import option of Intercom. It does a nice job, but the imported article is “internal”. How do I change it to “public”?