Troubleshooting

1. Check Intercom is asking customers for ratings (how).
2. In the Supportman app in Slack, check the rating level is green under Settings → Ratings and no filter excludes it, such as remarks only or human-assigned only.
3. Check the Home tab for a warning that Intercom isn't connected (below).
4. Check your trial or plan is active. Ratings stop when a trial ends; see billing.

If the Supportman Home tab in Slack shows this warning, Supportman can't receive ratings or conversations. The person who installed Supportman sees a Reconnect Intercom button there; everyone else is told who to ask. The reconnect link works for an hour. You can also reconnect from Team Settings → Integrations in the web app.

The Supportman app in the Intercom inbox shows this when it can't reach Slack, so sharing stops. Click Reconnect Slack, or reinstall Slack from Team Settings → Integrations.

• Reports arrive at the wrong time. They follow the installer's Slack timezone; see Team Settings.
• An agent isn't @mentioned or gets no report DM. Their Intercom and Slack emails must match.
• A private channel is missing from a list. Invite the Supportman bot to it first.
• Someone can't sign in to the web app. They must use the email they use in Intercom and be listed under Team Settings → Users. New teammates appear after the next sync.