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9 days ago

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Nikki McLaughlinActive User

Conversation Attribute ManagementSubmitted

I manage Intercom across 10+ brands, and conversation attribute management is one of the most challenging administrative areas. Below are several enhancements that would significantly improve usability, governance, and reporting capabilities.1. Add

1

triplogjamesNew Participant

Add mentions to dataset exportSubmitted

Would like to be able to export the mentions that include employees mentioning other employees in their notes so we can see our support leads responses.

1

60

T

3 hours ago

Daniel AcevedoNew Participant

Allow admins to customise conversation event visibility by teamSubmitted

Conversation events in the Inbox are currently very cluttered, especially when a conversation has several workflow actions running in the background. Many teams do not need to see every workflow trigger or backend event. In most cases, frontline team

1

30

4 hours ago

Nikki McLaughlinActive User

Add LOCK Button to Testing Fin FeatureSubmitted

First, I absolutely LOVE that we can test Fin before implementing changes in Production. This feature has been incredibly valuable and has made us much more confident in the quality of what we're deploying.One enhancement that would make the testing

2

70

5 hours ago

Y

Yonnie KweonNew Participant

Customise quick links by teamSubmitted

Hi! our teams often require completely different links so it would be great to be able to add quick links by team, or if this can’t work because a teammate can be in multiple teams, by role would also work

1

cxeincNew Participant

Contacts

Service Culture Transformation | Employee Experience | Customer Experience | CXE

CXE, a leader in service culture transformation, offers comprehensive employee training, mystery shopping, and recognition & appreciation programs.

Maarten MunsterNew Participant

Send later option for macrosSubmitted

As a user I would like to use a macro (to save time writing the same reply) but send it later so the customer doesn’t see / get used to that im working outside office hours

8

Nikolas HallstromNew Participant

Separate notification for when a conversation/ticket is assigned to meSubmitted

Right now, assignment desktop/mobile/email notifications are bundled with general conversation activity notifications. It would be helpful to have a separate notification specifically for when a conversation is assigned to me.This would improve visib

1

Venn VillanuevaNew Participant

Add channel feature on All conversations tab and on SearchSubmitted

It would be great if we can have a channel filter in All conversation tab or on Search as it allows the Admins and Team leads to filter conversations for each channel types.

1

Venn VillanuevaNew Participant

Add Brand name on default subject in Phone conversationsSubmitted

Currently, when agents sends an email to the customer from Phone conversation, the subject line is defaulted to Re: Inbound phone call and there’s no way to edit that. It’s either we’ll have the ability to change the conversation channel from Phone t

1

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

1001

1 day ago

M

MsfteDADNew Participant

Reporting

Tooltip for Feedback emoji controls are not accessible using keyboard.

Test Environment:OS: Windows 11 24H2(OS Build 26100.4946)Browsers: Edge (version 150.0.4078.42)URL: https://www.intercom.com/help/en/articles/415-get-feedback-at-scale-using-message-reactionsUser Impact:Keyboard-only users, including individuals with

Andrey VorobyovNew Participant

Settings, Security & Permissions

Unsafe Implementation Of Subresource Integrity

Our subdomain managed by intercom was flagged as ‘Unsafe Implementation Of Subresource Integrity’ issue."Unsafe Implementation of Subresource Integrity" usually comes from a scanner flagging that you're loading external scripts or stylesheets (typica

NandhiniNew Participant

Outbound

Intercom outbound message is duplicated multiple times in Android app preview/chat screen

We are seeing an issue with Intercom outbound welcome messages in our Flutter Android app where the same outbound message is rendered multiple times repeatedly in the conversation/preview screen.Instead of showing the welcome message once, Intercom d

Theo from PlanywayNew Participant

Settings, Security & Permissions

Localized email headers shown to customers

Hello,We're seeing localized email headers displayed to customers in email conversations.For example, the quoted conversation history contains russian language:От: Отправлено: Кому: Тема:and timestamps such as:(UTC+07:00) TomskOur workspace language

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.

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.

995

2 days 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

762

3 days 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

127314

V

3 days ago

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