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N

Nate YarbroughNew Participant

Trigger workflow when conversation is assigned to inbox (by teammate OR workflow)Submitted

I’d love to trigger a Workflow any time a conversation is assigned to a specific inbox, regardless of whether the assignment was done by a teammate or another Workflow.Currently, this is already possible when a teammate assigns a conversation to an i

1

Sam ScherNew Participant

Don't automatically reopen resolved tickets on customer replySubmitted

When a ticket is marked Resolved, it should remain resolved unless an agent decides it needs to be reopened. A customer replying doesn't automatically mean the original issue is unresolved. They may simply say thank you, ask where the fix was made, o

4

Ana BahrConnector

Reorganize table rows.Submitted

I use large tables for field definitions. In some cases I find I need to reorganize the table rows or columns after a table is created and filled in. The only way to accomplish that today is to create a new row where you need it, copy the contents of

1

Anna AllenNew Participant

Add "edit article" option to articles (for use by admins)Submitted

It’d be great if when I am viewing an Intercom article and I realize I need to update something, I had an option to edit the article directly from the article. (Just a link from the view article page to the edit article page I mean.)It takes a few st

33

Anna IvanovaNew Participant

Inbox

Closed ticket reopened after 3 months via Tickets Portal

Hi team!I'm trying to understand how a customer ticket that was closed 3 months ago got reopened, despite our settings that should prevent it. I'd appreciate help understanding the mechanism.Setup:Tickets Portal is enabled for our customers Under Set

Michele BossartNew Participant

A better distinction between chats and emails and phone callsSubmitted

We have team members who are assigned to different areas of customer inbound conversations. Some are assigned to messenger, some to phone and some to email. Please give us a better distinction on what each conversation is to help our reps prioritize

3

Michele BossartNew Participant

Let customers close conversations on their own in MessengerSubmitted

We would love a way for our customers to close messages on their own. Case in point: A customer starts a message in our software, requests a human and then decides to call in. The current chat remains open while our reps are trying to ask are you st

6

Ron HillNew Participant

Settings, Security & Permissions

Availability controls - preventing agents from changing

Our need is to have agents always taking chats/calls at all times, without ability for them to switch away from one or the other. A setting that prevents agents from modifying this is desirable.

585

6 hours ago

J

James NguyenNew Member

Apps & Integrations

Add button to Inbox's Message

Hi everyone, I’m newbie in Intercom and I would like to custom the inbox app, so it will have a button when hover over the message which will call our API when press. I guess it will be involved to develop an inbox app, but how to add the button to t

TejasHTBNew Participant

Dynamically notify the admin of the conversation in notesSubmitted

It would be nice to allow intercom to let the workflow be configured such that it can notify the admin who is assigned to the conversation. Possible use case: When using Before SLA Breach (NRT), we’d like to notify the admin that is assigned with the

1

Anna IvanovaNew Participant

Inbox

Closed ticket reopened after 3 months via Tickets Portal

Hi team!I'm trying to understand how a customer ticket that was closed 3 months ago got reopened, despite our settings that should prevent it. I'd appreciate help understanding the mechanism.Setup:Tickets Portal is enabled for our customers Under Set

Ron HillNew Participant

Settings, Security & Permissions

Availability controls - preventing agents from changing

Our need is to have agents always taking chats/calls at all times, without ability for them to switch away from one or the other. A setting that prevents agents from modifying this is desirable.

585

6 hours ago

A

Arunkumar KumaresanNew Participant

Messenger

Use Realistic Default Visitor Names Instead of Random Nicknames

Please consider replacing randomly generated names such as "Cyan Kangaroo" with more natural placeholder names in the format "Firstname Lastname". Random animal-based names may appear unusual or unprofessional to visitors across different geographies

SueannNew Participant

Workflows & Automations

Tagging teammate in a notes triggering Slack.

We have some team members that are not on Intercom all the time. However, some message do need their input. It would be great to be able to slack teammate when they are mentioned @____ in the notes.And also, when the chat is assigned to the person.

521

10 hours ago

D

Daniel MehrenNew Participant

Support Operations

Applying Conversations Metrics to Tickets

We are using both conversations and tickets, but for the reporting ticket metrics are often limited and do not provide the same insights as for conversations. i.e. when looking at the next response time. However, for us it would be highly valuable to

242

1 day ago

V

Vitor Gomes da SilvaConnector

Mobile SDKs

Intercom Push Notification does not open the chat when cold start in SwiftUI

Hello everyone,I am facing an issue with Intercom Push Notification when it is a cold start (App is terminated, you receive a Push Notification and this notification will wake the App). While testing on Simulator that, if i am running my app from Xco

chihhaohuangNew Participant

Messenger

Can I build my own Messenger UI using Intercom's API?

Hi intercom,In order to integrate with other chat service.We're evaluating the possibility of replacing the Messenger widget with our own chat UI, backed by the conversation API / or intercom-node. I found this post before: You will need to handle ap

noahassanNew Participant

Train Fin

Overriding Fin's default "connect to human" prompt to check for existing issue context first

Hi all,Looking for guidance on customizing Fin's default human handoff behavior (We use Fin over API).Right now, when a user asks for a human (Right from the first message), Fin responds with:"I understand you would like human support. Would you like

Santi AñezNew Participant

Reporting

Dataset Export not showing Brand filter options (Daily Report works fine)

Hi everyone,I'm having an issue with Dataset Export in Intercom.In Daily Report I can successfully filter by "Brand is not [specific brand]" and get the correct data.However, when I go to Dataset Export, the same Brand filter is available in the UI,

MsfteDADNew Participant

Reporting

Screen reader does not announce name for iframe present on YouTube video in windows.

Test Environment:OS: Windows 11 version 25H2 (OS Build 26220.7523)Browser: Edge (Version 151.0.4129.15)Screen Reader: NVDA (2025.3.2), JAWS (2026.2512.50), NarratorURL: https://help.enlyft.com/en/articles/11242176-enlyft-web-browser-extension-downloa

140

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2 days ago

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