[ Intercom Helpdesk - Knowledge Hub ]

Centralize your content for AI and human support

Configure and optimize all of your support content sources in one central knowledge management system.

Start free trial View demo

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Trusted by 30,000+ leading brands

Create, manage, and optimize all of your content with one tool

Fuel your entire support ecosystem with consistent, accurate, and fully optimized support content to deliver better performance across AI, agent, and self-serve support.

Content creation+-
Import, sync or create content from scratch, and target the right content to the right audiences.

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Content management+-
Stay organized with folders, find content more easily with search, and filter to take bulk actions.

Content optimization+-
Review performance, and use past conversations to fill content gaps.

Content creation

Bring your sources together

Sync all your sources in minutes+-
Sync support content from external platforms like Zendesk, Guru, Confluence and Notion so everything is accessible in the same place.

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Import existing content+-
Use your existing content from Confluence, Notion, and Guru to instantly create fully editable internal support articles.

Create new content+-
Create internal articles, public Help Center articles, and conversation snippets for your AI, agent, and self-serve support directly in the Knowledge Hub.

Content management

Organize and manage your content at scale

Stay organized with content folders+-
Use folders and subfolders to keep content organized and easily accessible as your Knowledge Hub grows.

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Search and filter for specific content+-
Easily search and filter by criteria like content type, author, date, or Fin availability to quickly find and update specific content.

Take bulk actions+-
Filter for folders or specific pieces of content and apply bulk actions to change Fin availability, audience, folder location, languages, and more.

Target content to specific audiences+-
Tailor your content to different customer segments by choosing which specific audiences can view or access internal and public articles.

Content optimization

Improve performance with content optimized for AI

Refine content performance+-
Identify exactly which content performs best for Fin AI Agent, Copilot and self-serve support to help resolve more customer questions.

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Manage content availability+-
Choose which content can be used by Fin AI Agent, Copilot, and your Help Center to ensure AI and self-serve support remains safe and effective.

Content sources & types

A single tool for every content source

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Content sources

Includes: Guru, Confluence, Notion, Zendesk, PDFs, and websites.

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Content types

Includes: Public articles, internal articles, snippets, past conversations, and webpages

Helpdesk Updates

Over 60 improvements to the helpdesk you use everyday

The features you've been asking for and improvements you'll notice every day.

20 Updates Shipped

Inbox

Composer drafts
Translation quality feedback
Side conversation notifications
Edit sent notes
Unassign unsnoozed conversations
Auto-unassign when away
SLA sorting (FRT, NRT, TTC, TTR)
Skip away mode in Round Robin
Company pop-over with ID, copy, and open
Side conversations export
Bulk edit admin statuses in Realtime Dashboard
Delete user notes
Channel indicators on conversations
Search in Views
Duplicate a View
Inbox assignment limits
Conversation events UI updates
Slack side conversations
Invite configuration for team inboxes
Delay send / undo send

11 Updates Shipped

Phone

Call transfer to workflows
Warm transfer to team
CSAT for outbound calls
Phone numbers for brands
Recording consent (GDPR)
Default outbound phone number
Default outbound numbers for callbacks
Quick reply stored on conversations
Country-specific dial tones
Enhanced call lifecycle and assignment visibility
11 new call metrics

10 Updates Shipped

Data Foundations

Data Connectors: pre-signed URLs
Data Connectors: pre-configured OAuth providers
Data Connectors: Execution Results API
Data Connectors: health metrics
Data Connectors: authentication improvements
Data Connectors: action dependency observability
Activity Log Event Types API
Azure Blob Storage for conversation data export
Shopify onboarding for new signups
Public API v2.15

23 Updates Shipped

And many more

Split delete permissions (replies vs notes)
Macros permissions (create, edit, delete)
Inbox permissions (trigger data connectors, reassign when away)
Teammate profile permissions (edit own, edit others)
Conversation permissions (participants, merge, creation)
BPO permission restrictions (GDPR visibility control)
Select ticket state when converting
Change ticket type after creation
Require ticket attribute on close
Track ticket state transitions in API
Tickets Portal: restrict user visibility
Push notification management per device
Holiday office hours
Attachments improvements (bulk upload, carousel, grid)
AI titles in Messenger
Email recipients status
Native Discord integration with Fin
Scheduled external reports (GA)
Ticket time to resolve in office hours
Workspace avatars
Disable team mentions at workspace level
New macro actions: re-open conversation & set ticket state
Conversation auto deletion

A central knowledge management system you can trust

Quandoo

Termly.io

Enerflo

Previously weve been managing content in lots of different locations which made it a nightmare to update and maintain. Intercoms Knowledge Hub has made it so easy to see and manage everything that our support team needs in one place and has made our lives so much easier.

Susanna ThamService Experience Lead at Quandoo

We have so much content in so many different formats that we were concerned of the overhead of having to manage them all and configure them correctly to use with AI, but the Knowledge Hub made that so easy with the different filters and bulk actions we could take.

Jona Smulders CohenDirector of Product at Termly.io

We were initially a little hesitant to sync our content with Intercom because we werent sure if all the different content formats would be supported, but we were impressed with how well the syncing with our other tools worked.

Emilie JonesManager of Partner Support at Enerflo

Previously weve been managing content in lots of different locations which made it a nightmare to update and maintain. Intercoms Knowledge Hub has made it so easy to see and manage everything that our support team needs in one place and has made our lives so much easier.

Susanna ThamService Experience Lead at Quandoo

We have so much content in so many different formats that we were concerned of the overhead of having to manage them all and configure them correctly to use with AI, but the Knowledge Hub made that so easy with the different filters and bulk actions we could take.

Jona Smulders CohenDirector of Product at Termly.io

We were initially a little hesitant to sync our content with Intercom because we werent sure if all the different content formats would be supported, but we were impressed with how well the syncing with our other tools worked.

Emilie JonesManager of Partner Support at Enerflo

FAQs

What is Intercom's Knowledge Hub?

Knowledge Hub is Intercom's central knowledge management system for creating, managing, and optimizing all of your support content in one place. It brings every content source together, from synced platforms to articles and snippets, so your knowledge base powers consistent, accurate answers across Fin AI Agent, Copilot, and self-serve support.

How does Knowledge Hub improve Fin's resolution rate?

Which content sources can I connect to my knowledge base?

How do I manage support content at scale?

Can I control which content Fin and Copilot use?

Does Knowledge Hub support multiple languages?

How do I get started with Knowledge Hub?

Centralize your support content today

Start free trial View demo

Helpdesk features

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Intercom in action

Helpdesk features

Fin features

Pricing

Learn

Evaluate

Support

Company

Programs

Intercom in action

Centralize your content for AI and human support

Create, manage, and optimize all of your content with one tool

Content creation

Content management

Content optimization

Content creation+-Import, sync or create content from scratch, and target the right content to the right audiences.

Content management+-Stay organized with folders, find content more easily with search, and filter to take bulk actions.

Content optimization+-Review performance, and use past conversations to fill content gaps.

Bring your sources together

Sync all your sources in minutes

Import existing content

Create new content

Sync all your sources in minutes+-Sync support content from external platforms like Zendesk, Guru, Confluence and Notion so everything is accessible in the same place.

Import existing content+-Use your existing content from Confluence, Notion, and Guru to instantly create fully editable internal support articles.

Create new content+-Create internal articles, public Help Center articles, and conversation snippets for your AI, agent, and self-serve support directly in the Knowledge Hub.