Help center audit

The Intercom help center, audited

As of Aug 2, 2026

We audited the Intercom help center with a public crawl. This report covers 5,384 articles across English, French, Spanish, German, Portuguese, and Japanese. Every number is read from the sitemap and the pages themselves, none of it is estimated.

Open the help center Intercom website

www.intercom.com

Start page of the Intercom help center, as it looked when the audit ran

Health score

fair

out of 100

Platform

Intercom

Articles total

5,384

Findability

Based on a sample of 40 article pages. The values describe that sample, not every single page.

90
Meta descriptions
90 percent
100
Canonical tags
100 percent
17.5
Exactly one H1
17.5 percent
100
Images with alt text
100 percent
0
Very short articles
0 percent
100
Feedback control
100 percent
100
Breadcrumbs
100 percent
95
Table of contents
95 percent

Words per article: 805 median
Images per article: 13 median
Search in the help center: present

Health score

A weighted value across five areas. Anything we could not measure is left out rather than counted as a zero.

FreshnessWeight 3571
StructureWeight 1558
FindabilityWeight 2060
AI readinessWeight 20100
MultilingualWeight 10100

What we found

Every fixable problem this audit surfaced. Each row jumps to the details and the affected pages.

2,019 articles untouched for more than 6 monthsDetails

What stands out

Every statement names the number it came from.

Worth fixing

4 findings

37.5 percent of the articles are older than six months.
232 articles have not been touched in over a year, the oldest for 641 days.
Each of the 15 categories holds 60.9 articles on average, which is more than a reader can scan.
100 percent of the article URLs carry a number instead of a readable title. That is the platform's doing.

Good

1 finding

All 9 AI crawlers we checked are allowed to read this help center.

Particular to this help center

Observations specific to this help center, pulled straight from the crawl data.

Crowded categories

An average category holds 60.9 articles across 15 categories, which reads as a wall of links rather than a browsable list.

Oldest article

The oldest dated article is measure message effectiveness with goals: last updated on Oct 30, 2024, 641 days ago.

Broad language set

The help center publishes in 6 languages, more than most libraries in this directory attempt.

Content age map

One tile per article, sorted from freshest to most outdated.

37.5%37.5 percent of the English articles are older than six months

Fresh under 1 month 181
Ripe 1 to 3 months 284
Turning 3 to 6 months 106
Stale 6 to 12 months 111
Rotten over 1 year 232

Half the library is under 87 days old. The other half stretches back 641 days.

Changes over time

Articles changed per month over the last 24 months. Each bar counts the articles whose last change falls in that month.

914 articles changed over the last 24 months. The busiest month was July 2026, with 205 articles.

September 2024: 0 articles
October 2024: 1 articles
November 2024: 26 articles
December 2024: 15 articles
January 2025: 6 articles
February 2025: 19 articles
March 2025: 29 articles
April 2025: 84 articles
May 2025: 12 articles
June 2025: 14 articles
July 2025: 26 articles
August 2025: 33 articles
September 2025: 22 articles
October 2025: 5 articles
November 2025: 15 articles
December 2025: 13 articles
January 2026: 21 articles
February 2026: 26 articles
March 2026: 35 articles
April 2026: 43 articles
May 2026: 120 articles
June 2026: 144 articles
July 2026: 205 articles
August 2026: 0 articles

Languages

Coverage relative to the primary language. Lag measures how many days a translation trails its source.

Language	Articles	Coverage	Lag
EnglishPrimary	914	100%	no data
French	896	98%	0 days
Spanish	895	97.9%	0 days
German	894	97.8%	0 days
Portuguese	894	97.8%	0 days
Japanese	891	97.5%	0 days

Visibility to AI answers

Whether ChatGPT, Claude and Perplexity are allowed to read and cite this help center at all, and whether they can tell how current an article is.

Crawler access

GPTBotallowed
OAI-SearchBotallowed
ChatGPT-Userallowed
ClaudeBotallowed
PerplexityBotallowed
Google-Extendedallowed
Applebot-Extendedallowed
CCBotallowed
Bytespiderallowed

llms.txt

present

Structured data

Article, BreadcrumbList, ListItem, Organization, Person

Visible change date

on 100 percent of the sampled pages

The oldest articles

Up to 30 articles, sorted by when they last changed.

/help/en/articles/243-measure-message-effectiveness-with-goalsOct 30, 2024/641 days
/help/en/articles/5420235-send-messages-on-a-recurring-scheduleNov 7, 2024/633 days
/help/en/articles/6577275-ticket-examplesNov 18, 2024/622 days
/help/en/articles/8300295-when-to-use-tracker-ticketsNov 18, 2024/622 days
/help/en/articles/8300302-how-to-create-a-tracker-ticketNov 18, 2024/622 days
/help/en/articles/9277565-recent-page-views-appNov 18, 2024/622 days
/help/en/articles/56648-optimize-your-help-center-article-orderNov 19, 2024/621 days
Show all 30
1. /help/en/articles/56655-optimize-your-help-center-searchNov 19, 2024/621 days
2. /help/en/articles/1346547-integrate-google-analytics-with-your-help-centerNov 19, 2024/621 days
3. /help/en/articles/2065787-send-apps-in-messagesNov 19, 2024/621 days
4. /help/en/articles/7234211-optimize-your-help-center-collectionsNov 19, 2024/621 days
5. /help/en/articles/8916416-create-different-types-of-articles-in-your-help-centerNov 19, 2024/621 days
6. /help/en/articles/5966646-trigger-a-survey-to-send-automaticallyNov 22, 2024/618 days
7. /help/en/articles/5970344-8-ways-you-can-use-stored-survey-dataNov 22, 2024/618 days
8. /help/en/articles/6068868-how-to-create-a-mobile-surveyNov 22, 2024/618 days
9. /help/en/articles/6068874-send-a-survey-on-your-mobile-appNov 22, 2024/618 days
10. /help/en/articles/6362343-using-news-with-other-outbound-messagesNov 22, 2024/618 days
11. /help/en/articles/7896834-what-does-create-conversations-meanNov 22, 2024/618 days
12. /help/en/articles/8012731-send-bulk-messages-in-batchesNov 22, 2024/618 days
13. /help/en/articles/239-write-engaging-message-contentNov 26, 2024/614 days
14. /help/en/articles/6926571-view-a-series-performance-summary-reportNov 29, 2024/611 days
15. /help/en/articles/8106177-how-data-is-hosted-and-processed-in-intercomNov 29, 2024/611 days
16. /help/en/articles/8300288-when-to-use-customer-ticketsNov 29, 2024/611 days
17. /help/en/articles/8300304-how-to-manage-customer-ticketsNov 29, 2024/611 days
18. /help/en/articles/8379579-intercom-and-ccpaNov 29, 2024/611 days
19. /help/en/articles/5973831-collecting-survey-responses-as-user-attributesNov 29, 2024/611 days
20. /help/en/articles/8429204-using-custom-fonts-in-the-help-centerNov 29, 2024/611 days
21. /help/en/articles/312-leads-reportDec 12, 2024/598 days
22. /help/en/articles/399-customer-engagement-overviewDec 12, 2024/598 days
23. /help/en/articles/56653-articles-reportDec 12, 2024/598 days

Request your own audit

We will audit your help center, free

Drop in the URL, we crawl it and send the full report by email. Usually within two working days. Whether it gets published is your call.

A full age map of every article
Translation coverage and lag per language
Discoverability for search engines and AI answer engines

These teams document with HappySupport

How we measure

We read the help center's public sitemap, assign every URL to a language and evaluate the change date it declares. We then fetch a sample of article pages spread across the whole library and read titles, descriptions, structured data and interface controls off them. All of it runs under a clearly identifiable user agent, with pauses between requests.

Limits: change dates come from the underlying system and may have been reset in bulk during a migration. We call those days out separately. Pages that block us are left out of the sample. Nothing in this report says anything about the editorial quality of the articles.

Crawl: Crawled on Aug 2, 2026
Sample: Sample: 40 of 914 articles
Source: https://www.intercom.com/sitemap.xml

This report can be wrong

Everything here is measured automatically from public pages, so a report can misread a help center or miss part of it. If a number does not match what you know about your own help center, write to contact@happysupport.ai and we will check it and correct the report.

Intercom is a trademark of its respective owner. This report was produced independently and is not affiliated with Intercom.

Runs on Intercom

This help center is hosted on Intercom. If yours is too and the numbers above look familiar, the problem is usually not effort but tooling: articles go stale faster than anyone can rewrite them. HappySupport replaces the help center and keeps articles current automatically, with AI chat and a ticket inbox included. Your existing ticketing can stay where it is or move over.

See HappySupport as a Intercom alternative