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*:

• The Messenger: browse articles, search articles and article suggestions
• Resolution Bot, Custom Bots and Task Bots
• The Inbox and Next-Gen Inbox

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.

We've added:

• Team priority levels to the Admin model.
• Admin priority levels to the Team model.
• Webhook topics that fire when an open conversation is assigned.

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.

• Drive action: Automatically guide users to take key actions and hit activation milestones to deliver greater customer adoption, retention and satisfaction for your product.
• Delivered in-context: Make it easy for users to discover and complete the actions they need to take with Checklists delivered directly in your product through the Messenger
• No-code setup: Design and build delightful Checklists in minutes with our codeless builder

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.

Teammate configurations

You'll see a new "Teammates" tab in Workload Management settings to customize workload per teammate. You can:

• Quickly audit and change teammates membership in team inboxes from one central page.
• Set different assignment limits for individual teammates that fits with their experience and expertise.
• Prioritize inboxes by defining primary and secondary team inboxes for every teammate. Teammates will receive conversations from their secondary inboxes once their primary inbox is empty.

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:

• Preview templates to select the right one when creating emails.
• Duplicate custom templates to save time when creating templates.
• Add more customizations to your emails with the ability to change layout background color, padding, and corner radius.

Learn more in this help article.

You can now create more professional looking emails with customisable signatures ✉️ 🎉. They are applied to all support emails sent from the Inbox and can be customised in the following ways:

• Add a logo
• Adjust the height and width of the logo
• Reposition the logo
• Add attributes and free text
• You can also add HTML blocks for ultimate flexibility

[UPDATE] On July 31st - new attributes like job title, phone number, email ID and department have recently been added to improve customisability.
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Learn more in this help article.

Have you got something that’s important for your customers to see? Like your company’s social media pages, blog, or community forums?

You can now add links from your Messenger Home space. Simple. Effective!

Configure your links in the Home section of your Messenger Settings here.

It may be mini, but the new Compact Messenger is certainly mighty!

You now have more choice when it comes to how the Messenger shows up on your website. Compact is your simple, refined Messenger with all of the support-focused power of Intercom behind it 💪

If you're a customer looking to get started, make sure you’re using the latest version of the Messenger and learn more about setting up Compact.

Not a customer yet? Get your demo here 😄