Intercom app

Use this article to get up to speed with the Intercom Inbox — the tool your team uses to manage and respond to customer conversations. It covers navigation, customization, keyboard…

The Inbox explained

Beth-Ann Sher

Beth Priddy

Ivan Branimir Skoric

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

Inbox

Configure Intercom Inbox experience to feel at home and to suit your personal preferences.

Customize the Inbox 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 Inbox

Become super efficient with keyboard shortcuts, including Command-K

How to use Command-K with Intercom Inbox

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

Customize the Inbox with apps

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 Inbox.

Dynamically link to other tools from the Inbox

How email threading works for inbox conversations.

Email threading

Quickly see your user's and lead's recently visited pages while you chat in the Inbox.

Recent page views app

Automatically translate customer conversations for teammates in the Inbox.

How to use AI Inbox Translations

AI Translations Glossary

Setup

High-level overview of ticket categories and use cases.

Tickets explained

Set separate assignment limits for tickets and conversations to better manage your workload.

Ticket Assignment Limit

Patrick Andrews

Michelle Faughnan

Resolving complex issues more efficiently with tickets designed to streamline collaboration and keep the conversation going.

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

How ticket states are categorized and behave as a ticket moves through each state.

How ticket states work

Learn how to import users, companies, or tickets from Zendesk to Intercom.

Import your Zendesk ticket, user and organization data

Chris Dalley

Getting started

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

How to set up ticket types

How to conditionally show ticket attributes based on the value of another attribute.

Conditional ticket attributes

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

Customize the states a ticket progresses through and how they appear to teammates and customers.

Customize ticket states

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

Ticket form options

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

How customers get notified about tickets

Allow customers to independently create tickets from the Messenger.

Create tickets in the Messenger

Sze Wing Choi

Creating

Ensure tickets are routed to the correct teams with Workflows and Inbox Views.

How to find and view tickets in the Inbox

Deep-dive on all the ways you can search and filter for tickets in the Inbox.

Search for tickets in the Inbox

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

Learn how to configure email settings and troubleshoot common issues to ensure you and your customers receive notifications for tickets.

Troubleshooting email notifications for tickets and conversations

Dawn Perrott

Managing

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

Customer portal explained

Checklist of required settings before enabling the Customer Portal.

Customer Portal requirements

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

Customer portal setup

Customer portal errors explained

Eric Fitzgerald

Customer portal

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

Ticket examples

Build powerful ticket automations and automate repetitive processes by selecting the right ticket category using Workflows.

Using ticket triggers with Workflows

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

Automate ticket actions using Workflows

Learn how to automatically convert any conversation type to a ticket.

Auto-convert conversations to tickets

Best practices

Tickets FAQs

FAQs

How to use inbox AI features for writing replies, automating processes, and teammate support.

AI features available in the Inbox

Learn how to merge your conversations and customer tickets, and enable cross-user merging.

Merging conversations and tickets

Learn how to track activity in your conversations using events and understand the meaning of each event icon.

Conversation events in the Inbox

Explains the difference between AI Issue Summary and AI Conversation Summary, including eligibility requirements and troubleshooting steps for each.

AI Issue Summary vs. AI Conversation Summary

How conversation details (company, attributes, title, and description) are automatically pre-filled when you create or convert to a ticket.

Conversation details carry over to new tickets

Maximizing productivity with an AI-enhanced inbox built for collaboration speed and efficiency.

Conversations

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

Start a conversation from the Inbox

How to send outbound WhatsApp messages from the Inbox.

Start a WhatsApp conversation

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

Using macros in the Inbox

Forward email conversations from the Inbox 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

Learn how to send side conversations in the recipient's language using the "Send in" selector, and understand how automatic translation works for outbound messages.

Side conversation translations

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

Real-time Dashboard

How to detect the language in a customer conversation in the Inbox.

Inbox 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 in the Inbox faster by marking them as priority.

Prioritize your most important conversations

How to build custom views and folders to monitor the conversations most important to you.

Organize your Inbox with custom views and folders

Supported and unsupported file types in the Inbox and Messenger.

Accessing unsupported attachment file types

Search and filter conversations and tickets in the Intercom Inbox, including how to apply filters, take bulk actions on matched results, tag conversations, and find conversations by ID, email, or…

Inbox search and filter

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

Loop teammates or teams 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 in the Inbox.

Assign conversations to teammates and teams

How to add and remove customers from group conversations.

Manage group conversations in the Inbox

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

Manually qualify leads as you chat

Inbox sorting is now more flexible, giving you greater control over how conversations and tickets are organized.

Inbox Sorting

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

How to view details about potential duplicate users from the Inbox.

Identify duplicate users in conversations

Understand how URLs are checked to ensure they are safe to reduce the risk of teammates clicking malicious links.

Link Security Settings

How to know when attachments in inbound messages are safe and reduce risk of teammates clicking on malicious files

Attachment safety: How we scan files for malware

Deleting a conversation

How to use the five-level priority scale (None, Low, Medium, High, Urgent) to manage conversation urgency across your inbox, automation, and filtering.

Conversation priority levels

How to search for conversations and tickets in the React Inbox using keywords, filters, and the All / Conversations / Tickets selector.

Search and filter conversations in the React Inbox

Paul McAuliffe

Handling

Automatically assign conversations from team inboxes to the most available and relevant teammate.

Workload management explained

Learn how balanced assignment works, covering conversation matching, assignment limits, prioritization, and auto-reassignment settings.

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 inbox 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

Set specific capacity limits for team inboxes to control workload distribution based on complexity and specialization

Inbox Assignment Limits

Learn how skill-based routing works with balanced assignment to automatically match conversations to teammates whose skills best fit the request.

Skill-based routing

Matthew Pelyhes

Workload management

Learn how to use Workflows to automatically and consistently tag conversations based on message content, user attributes, and more.

Tag conversations automatically with Workflows

Use this article to create, edit, and manage SLAs, understand how SLA timers behave in the inbox, and report on SLA performance

Set SLAs for conversations and tickets

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

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