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Categories

D

david meakinActive User

Report on tickets in progressSubmitted

HiHow do I create a report on the tickets in progress there are metrics for new tickets and time to resolve etc but no basic report for in progress tickets.I need this in order to break this down into more useful stats. The data export cant offer wha

2

5767

R

54 minutes ago

Pamela Van GasseActive User

Conversation export to PDFReleased

For now, it is only possible to export a conversation/ticket to a .txt format.It would be nice to have it in PDF format, including a nice layout.Our teammates for example export tickets to send them to a Service Manager for escalation.

1

1124

1 hour ago

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Alia ANew Participant

Can change status’ from ‘Can manage teammates, seats and permissions’Released

Right now, changing a teammate’s Away status requires the same permission that also grants access to manage teammate permissions and seats. This creates a security risk because it forces us to give broader access than needed.Please split this into a

1

151

1 hour ago

P

Portia GomesNew Participant

asked in Data

Setting Up Companies

I’m having some difficulties setting up Companies in our Intercom workspace.There are a couple of issues at play: Most of our comms at the moment are being forwarded in from our personal mailboxes into our support mailbox. This is causing confusion a

30

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2 hours ago

Angel HorowitzActive User

Procedures - Ability to Send TicketSubmitted

Problem to Solve:We still have people that are AI-adverse, so there are some instances that we’d like to be able to send a form for the customer to fill out since it has drop down options and other things that work better for people that don’t want t

2

91

3 hours ago

R

RaziNew Participant

Views: Ability to duplicate columns and their orderSubmitted

It would be great to be able to duplicate views along with the selected columns and their order.Use case: team leads have several agents in their team, we pin/save views for each agent to view and track the ticket progress. There are specific columns

2

241

K

4 hours ago

Y

Yedidiya NebebeNew Participant

Abounded conversation respecting the inbox limitSubmitted

Currently the only options for unassigned calls are:Turn "Route unassigned calls" on: Calls are then assigned shortly after they end, but the assignment does not respect inbox limits. Keep it off a: someone manually picks it up. What I'd like to se

1

20

Y

4 hours ago

A

AI LinkNew Participant

asked in Apps & Integrations

Requesting redirect URI allowlist for MCP DCR - AI Link

Hello Intercom team, we would like to connect Intercom's MCP server to AI Link, a business AI workspace by AI LABS GmbH (Düsseldorf, Germany, https://www.ailink.de). Dynamic client registration currently answers "Redirect URI ... is not in the allowl

20

A

5 hours ago

L

larkgrassNew Participant

asked in Apps & Integrations

Requesting redirect URI allowlist for MCP DCR - Larkgrass

Hi Intercom team,Please add Larkgrass to the Intercom MCP redirect URI allowlist.Product: Larkgrass, a hosted AI workspace. Operated by Hadungwra Brahma.Site: larkgrass.comApp: app.larkgrass.comRedirect URI (production): https://app.larkgrass.com/oau

20

L

5 hours ago

E

EmelineNew Participant

Attribute CSAT scores to the agent who handled the conversationSubmitted

Current issueIn Intercom, CSAT scores are linked to the conversation and attributed to the last agent who closes it. If a conversation is reopened and handled by another Care agent after the customer has already submitted their CSAT rating, the scor

2

439

Portia GomesNew Participant

asked in Data

Setting Up Companies

I’m having some difficulties setting up Companies in our Intercom workspace.There are a couple of issues at play: Most of our comms at the moment are being forwarded in from our personal mailboxes into our support mailbox. This is causing confusion a

30

P

2 hours ago

A

AI LinkNew Participant

asked in Apps & Integrations

Requesting redirect URI allowlist for MCP DCR - AI Link

Hello Intercom team, we would like to connect Intercom's MCP server to AI Link, a business AI workspace by AI LABS GmbH (Düsseldorf, Germany, https://www.ailink.de). Dynamic client registration currently answers "Redirect URI ... is not in the allowl

20

A

5 hours ago

L

larkgrassNew Participant

asked in Apps & Integrations

Requesting redirect URI allowlist for MCP DCR - Larkgrass

Hi Intercom team,Please add Larkgrass to the Intercom MCP redirect URI allowlist.Product: Larkgrass, a hosted AI workspace. Operated by Hadungwra Brahma.Site: larkgrass.comApp: app.larkgrass.comRedirect URI (production): https://app.larkgrass.com/oau

20

L

5 hours ago

N

Net CompareNew Participant

asked in Apps & Integrations

URLs are duplicated in notes for Jira for Tickets

I am using the Jira for Tickets app from App Store and I am using the basic integration with the sync notes enabled,When I create an Intercom ticket it gets created in Jira as well without any issue and the notes are created in Jira each time I creat

60

N

2 days ago

M

Misty HardwickNew Participant

asked in Messenger

Change "Sent" message status to a different word (too similar to Seen)

Optically - the word “Sent” is too similar to “Seen” and harder to quickly distinguish when navigating through conversations. It’s also not very descript - does Sent mean delivered??Instead of “Sent” some other suggestions…-Sending-In transit-In rout

141

D

3 days ago

M

Mia Aurora SolengNew Participant

asked in Helpdesk

'Message delivery failed' notes should be compacted into an expandable block

These quickly clog up tickets and also cannot be removed. This should be a very thin line with text “Message delivery failed” with a button to expand into further details. Multitple failed messages should be compacted into the the same block.

111

D

3 days ago

E

ethan_caldwellNew Participant

asked in Messenger

Intercom Messenger widget causing loading delays and session sync issues on custom web app

We recently integrated the Intercom Messenger JavaScript snippet onto our website to handle setup queries and live troubleshooting for users downloading our custom launcher builds. However, we have noticed inconsistent behavior where the chat bubble

121

D

3 days ago

C

Caroline PolioNew Participant

asked in Workflows

Improve Round Robin Assignment Flexibility

We'd love to see two improvements to Round Robin: Automatically assign conversations transferred between team inboxes. Currently, Round Robin only runs when a conversation first enters an inbox. Conversations transferred from another team can remain

130

C

4 days ago

M

Melissa MontesNew Participant

asked in Train Fin

Ingesting Long Dense Content for Fin

Hi! I am curious to learn more about how Fin ingests long form content that is not necessarily written in a way to support it (i.e Content chunking, formatted for Ai readiness). Looking to learn if Fin has the ability to ingest something like an owne

232

4 days ago

B

Briana M.New Participant

asked in Email

assign outbound conversations to a team inbox

We’d like the ability automatically assign a team inbox when a teammate initiates an outbound conversation, ideally based on the From email address used.For example, a conversation sent from billing@company.com should automatically belong to the Bill

335

B

5 days ago

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