Intercom

The Help Desk explained

Become super efficient with keyboard shortcuts, including Command-K

How to use Command-K with Intercom Help Desk

Learn about the new AI-powered features for the Intercom Help Desk.

Fin AI Copilot for Help Desk

Beth-Ann Sher

Beth

Ivan

Boost productivity with a workspace that connects your inbox, tickets, and help center

Help Desk

Configure Interco Help Desk experience to feel at home and to suit your personal preferences.

Customize Help Desk to suit you and how you work best

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

Get started with Intercom Help Desk

Get the context you need so you can support your customers faster.

Customize the Help Desk with apps

Automatically send emails from your email clients to teams or teammates in Intercom.

Forward your email to your team inbox

How to automatically detect end-users in emails you or your teammates forward to Intercom.

Detect customers in forwarded emails

Use ‘Quick Links’ to access your customer or company information in other tools, directly from the Help Desk.

Dynamically link to other tools from the Help Desk

Setup

High-level overview of ticket categories and use cases.

Tickets explained

Patrick Andrews

Go beyond simple live chat – handle complex customer requests asynchronously.

Tickets

Follow this step-by-step guide to get introduced to and fully set up with Intercom tickets.

Getting started with tickets

Deep-dive on specific characteristics for Customer tickets.

When to use Customer tickets

Deep-dive on specific characteristics for Back-office tickets.

When to use Back-office tickets

Deep-dive on specific characteristics for Tracker tickets.

When to use Tracker tickets

Getting started

Deep-dive on getting started with tickets, and assigning categories to your ticket types.

How to set up ticket types

Deep-dive on ways you can create a Customer ticket, sharing options, and any limitations.

How to create a Customer ticket

Deep-dive on ways you can create a Back-office ticket, sharing options, and any limitations.

How to create a Back-office ticket

Deep-dive on ways you can create a Tracker ticket, sharing options, and any limitations.

How to create a Tracker ticket

Overview of the various ways Intercom allows you to collect information from customers through ticket forms: bots, API, Help Desk, etc.

Ticket form options

Deep-dive on how and when customers are notified about tickets, and any limitations.

How customers get notified about tickets

Creating

Ensure tickets are routed to the correct teams with Workflows and Help Desk views.

How to find and view tickets in the Help Desk

Deep-dive on all the ways you can search and filter for tickets via the Help Desk.

Search for tickets via the Help Desk

Understand how to identify all the features of Customer tickets

How to manage Customer tickets

Understand how to identify all the features of Back-office tickets from the Inbox.

How to manage Back-office tickets in the Inbox

Understand how to identify all the features of Tracker tickets

How to manage Tracker tickets

Tickets space in the Messenger

Managing

Provide an external view of all relevant tickets to each of your customer organizations.

Tickets portal explained

Checklist of required settings before enabling the tickets portal.

Tickets portal required configuration

How to enable the tickets portal for your users and companies.

Tickets portal setup

Tickets portal

Get inspired with these ticket type examples of each ticket category.

Ticket examples

How to leverage Workflows to automate ticket actions and save time while providing better customer and teammate experiences.

Automate ticket actions with Workflows

Best practices

We’ve redesigned tickets to help your team solve customer issues of all shapes and sizes faster and more effectively than ever before.

What’s changed in tickets?

Tickets FAQs

FAQs

Ryan Quinn

Domingo Widen

Conversations

Send a new email or chat directly from the Help Desk to existing users or leads.

Start a conversation from the Help Desk

How to send outbound WhatsApp messages via the Help Desk.

Start a WhatsApp conversation

Speed up your workflows by triggering multiple actions at once with macros.

Using macros in Intercom Help Desk

Forward email conversations from the Help Desk to share information with external collaborators.

Forwarding email conversations externally

How side conversations work and how you can use them to collaborate with external partners.

Side conversations

The real-time dashboard aims at helping Support Managers to better understand Help Desk health and team capacity in real-time.

Real-time Dashboard

How to detect the language a customer conversation via the Help Desk

Help Desk language detection

Closing out conversations once they are resolved.

Close a conversation

How teammates can reply to specific email messages in a conversation.

Reply to specific messages in a conversation

Configure if email replies should reopen closed conversations.

Replying to closed email conversations

Encourage your customers to open new conversations after issues are resolved.

Prevent replies after you close a conversation

Reply to urgent conversations via the Help Desk faster by marking them as priority.

Prioritize your most important conversations

Build custom filtered views and monitor the conversations most important to you.

See a custom list of conversations in real time with Help Desk views

Supported and unsupported file types in the Help Desk and Messenger.

Accessing unsupported attachment file types

Tips on using search to find existing conversations and tickets via your Help Desk

Help Desk search and filter

Add internal notes to conversations and discuss customer questions teammates before replying.

Loop teammates into conversations

Set a reminder to follow up with conversations that are on hold by snoozing them.

Snooze a conversation

Manually or automatically assign specific conversations to teammates or teams via the Help Desk.

Assign conversations to teammates and teams

How to add and remove customers from group conversations.

Manage group conversations via the Help Desk

Know who your leads are, and add qualification data about them as you chat.

Manually qualify leads as you chat

Reorder your conversations list to reply to customers who are waiting the longest first.

Prioritize responding to customers who’ve been waiting longest

Automate your sales workflow and move faster in your team inbox.

Work as a team and respond to conversations at scale

See customer and company details like when they were last active and what plan they’re on.

Get context fast with user and company profiles

Paul McAuliffe

Assign the most critical conversations from the various team inboxes to the most available and relevant teammate.

Automatically route conversations to teammates

Balanced assignment deep dive

Share new inbound conversations evenly among your team with round robin assignment.

Round robin deep dive

Turn on 'Away' mode and reassign your replies when you're unavailable.

Manage teammate Help Desk status

Set the inactivity thresholds for transitioning teammates to either away or away & reassigning.

Automatic away mode

Use the real-time dashboard to monitor your most important metrics in one place.

Monitoring your team’s workload and capacity

Matthew Pelyhes

Routing

Automatically add tags to conversations and make it easy to report on conversation trends.

Tag conversations automatically with Workflows

How to hit and measure your response times using SLAs in Workflows.

Set SLAs for conversations and tickets

This article explains how to archive and delete Service Level Agreements for an organized workspace.

Archive or delete unused SLAs

Speed up your workflow with customizable and easily repeatable actions

Creating and managing macros

Map sender address to the same inbound email address that customers contact you on.

Mapping email replies to inbound address using custom domains

Pranava Tandra

Automation

Personalize your responses, speak like a human and be proactive with your answers.

Our best practice guide to customer support

Define the right conversation attributes to enable the most effective workflows.

Choose the right conversation attributes for your business

Check out these example workflows and adapt them to suit your business needs.

Examples of Help Desk automation using Workflows

Learn how to create and use conversation data attributes for advanced Help Desk management.

Using conversation data in your Help Desk

Identify and tag the most important messages, topics and trends in your feedback.

Keep track of support requests and bugs by tagging conversations

Add articles to conversations to quickly resolve your customers' questions

Share articles to answer questions faster

Check out these examples for inspiration, and some top tips for creating and using macros

Example macros and best practices

Quickly reply to customer conversations on the move with the Intercom for iOS and Android mobile apps.

Respond to users and visitors on the go

Laura J

Leanne Harte

Share a user's reply with teammates by copying a link.

Can I link to a specific reply in a conversation?

How can I identify duplicate users in conversations?

Delete replies to conversations that you sent in error.

Can I delete a reply I send to a user?

Easily share or keep record of a conversation by downloading the transcript.

How do I download a transcript of a conversation?

How do I remove company email addresses from group conversations?

Can I start group conversations via Intercom Help Desk?

Conversation topics, conversation attributes, conversation tags. What’s the difference?