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Nikolas HallstromNew Participant

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

Right now, assignment 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 visibility so teammates ca

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

Venn VillanuevaNew Participant

Display Channel Badge Beside Customer Name in InboxSubmitted

It would be helpful to display a channel badge (e.g., Phone, Email, SMS, WhatsApp) beside the customer's name in the Inbox conversation list. This would allow agents to instantly identify the conversation channel without opening the conversation, mak

1

Ana BahrConnector

Find an article by article IDSubmitted

We have a fairly large set of Help Center and Training docs. There are times when it would be helpful to be able to search Intercom for content based on the article ID in the URL. Today, I had a colleague suggest changes to an existing article, and b

1

Joel HanleyNew Participant

Better Salesforce App Login IntegrationSubmitted

There are times where we need to logout and back into our Salesforce integration. We have not been able to find a way to do this with the in product app without uninstalling and reinstalling. This also means having to reconfigure EVERYTHING. This is

1

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

5

Sofia MaconiNew Participant

Monitors + Scorecards feature requestsSubmitted

Ability to re-evaluate conversations when re-opened and re-closed. When a conversation is re-opened, it should be removed from the monitor and re-added when closed again. Making rating reasons available in reporting so we can filter on them. In addit

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

381

5 hours ago

G

Giuseppe LeoniNew Participant

Add more "Sent as" options for "News"Submitted

Currently, when setting up News, you only have the option to send them as a badge.I’d like to have the option to send them as a snippet, like it happens for chats.This is currently blocking me and my team to use News as a feature for product updates.

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

381

5 hours 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.

785

1 day 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

432

2 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

125214

V

2 days ago

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