The latest version of our Developer docs are here and we think you'll love them.
Versions 2.7, 2.8, & Unstable of Intercom Developer docs are now auto-generated from our Open API spec.
👉 Get started using our new API reference docs.
All tickets now have title and description fields that are clearly surfaced while viewing a ticket in the inbox.
We've made several important improvements to the Articles editing experience, to help you create self-service content efficiently.
Introducing our new Sync Articles with Zendesk feature, which allows you to seamlessly connect your Zendesk Guide Help Center with Intercom.
No more searching through different platforms or sending customers back and forth for information.
Synced articles can be used to power*:
To learn more about this feature and how to set it up, check out this Intercom article.
*If included in your plan.
You can now upload and view files associated with a ticket in the Inbox. Uploaded files are visible to other teammates, but cannot be seen by the customer whom the ticket is about.
To enable this feature, just add a File Upload attribute to any Ticket Type you’re using through the Ticket Type settings page.
All common file formats are supported. Learn more here.
Coming next 👀
Allow your customers to add file attachments when they submit a ticket through the Messenger. Sign up to get notified when this is available.
The latest version of our API is now available.
Learn more about the API updates here.
👉 Get started using API v2.8.
Effortlessly onboard new users to your product and help them discover value as quickly as possible with personalized, in-context Checklists.
Plus integrate your existing help content, optimize with A/B testing, and mazimize completion rates with smart automation. Find out more here.
We've made improvements to Workload Management to give support teams greater control over how you assign conversations.
You'll see a new "Teammates" tab in Workload Management settings to customize workload per teammate. You can:
Pull a conversation into the inbox
You can also control whether teammates can self-assign conversations when they've cleared their inboxes.
When enabled, teammates can click the “Pull conversation” button in the inbox to assign a new conversation to themselves.
Read more about workload management here.
Are teammates forgetting to change their status to away by the end of their shift? No problem! Turn on Automatic Away Mode to ensure teammates' status changes to away or away & reassign after a defined duration of inactivity.
In addition, to better match with their shift schedule, teammates who belong to multiple workspaces can now configure their away status, conversation reassignment and away status reasons independently per-workspace.
Learn more here.
Create and select customized templates with ease with our latest email template updates. 🎉
You'll be able to:
Learn more in this help article.