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Get started with Intercom Help Desk
Get started with Intercom Help Desk

Provide personalized support for your customers and a blazingly fast inbox for teammates.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated yesterday

Step 1: Set up the Help Desk for your support team

Step 2: Configure the Help Desk to suit your needs

Assignment preferences are teammate-specific (each teammate is in control of their preferences).

Step 3: Learn how to use keyboard shortcuts and Command-K

Learn how to use Command-K K and you'll soon be blazing through conversations and performing your everyday actions faster without lifting your fingers off the keyboard. This might take some getting used to but it’ll soon start saving you valuable time.

Use direct shortcuts to the most popular actions, such as composing replies, inserting content, snoozing conversations, and moving between inboxes. Find a full list of available shortcuts here.

Want an interactive way to learn shortcuts? Click on 'Practice the shortcuts' from the left hand sidebar.

Step 4: Learn how to do bulk actions

To bulk assign/close conversations, first select the checkboxes next to the conversations you want, and then click the "assign" or "close" button that appears:

You can also select the pencil icon to bulk edit your conversations which will allow you to perform the following actions:

  • Send a Reply/Note (and insert a macro)

  • Assign to team

  • Assign to teammate

  • Add tag

  • Snooze

  • Close

  • Change priority

  • Custom Action (using API)

  • Add topic

If you have more than a handful of conversations that need to be updated and you don't want to manually select them, your best bet would be using the REST API and creating a loop over.

The REST API allows you to perform a number of bulk updates to conversations, including closing, replying, snoozing, and assigning conversations.

To perform any of these actions you will need a list of the conversation IDs for your chosen criterium. Directions for how to search for conversations using our API are located here.

As an example, the API request to close a conversation will look like this 👇

$ curl<id>/parts -X POST -H 'Authorization:Bearer <Your access token>' -H 'Accept:application/json' -H 'Content-Type:application/json' -d { "message_type": "close", "type": "admin", "admin_id": 5784329, "body": "Closed conversation because of X." }


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