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26 days ago

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Helen Bennie02New Participant

Helpdesk

Office Hours for ticketing reporting

We are having trouble with office hours not being taking into account for the ticketing reporting. For example, the report says the ticket was open for 1 day and 4 hoursWhen you look at the breakdown on the ticket it says:ticket open: 22/05 at 1:36PM

steveddanielsNew Participant

Newsfeed styling needs a huge upgradeSubmitted

The styling options for Newsfeeds are so limited as to make it almost impossible for Newsfeeds to meet basic accessibility and usability requirements. For example:The link text in the header is always white, no matter what background color or image i

5

Evie LynchNew Participant

Outage workarounds -> messenger downSubmitted

During product outages when the Messenger is unavailable - it makes it almost impossible to notify affected customers directly. Outbound messaging currently cannot filter by ticket status (for example, “Open” tickets). This makes it difficult to targ

1

Teresa LaurinNew Participant

Helpdesk

Outages - Unable to Load

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to us

61

4 hours ago

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Tim SchoutenNew Participant

Possibility of a left sidebar in the helpdesk to navigate between topics, subtopics and articlesSubmitted

We are using intercom a lot and has been a great tool so far. However now that we are growing and our helpdesk is growing as well, we notice that the current way the navigation is setup becomes way too complex for our customers and even ourselves. On

3

ImmortalNew Participant

Monitors Reviews Notes: add formatting optionsSubmitted

I recommend implementing a WYSIWYG field for the Notes section in the Review area. This enhancement would significantly improve the readability of feedback provided to agents, making the information clearer and more accessible.

2

miamNew Participant

Monitor Reviews: add related reviewsSubmitted

Given that multiple agents may engage with a single chat, it is possible for several reviews to be associated with one conversation, which could lead to confusion. To enhance clarity, I recommend implementing a “related reviews for this chat” feature

2

miamNew Participant

Qualification tabSubmitted

It is important to review the details regarding which agent made edits to the fields in the Qualification tab, along with the corresponding date and time of these changes. This information could be effectively incorporated into the `Show conversation

2

miamNew Participant

Monitor Reviews: add the possibility to share the link to the reviewSubmitted

At present, there is no functionality that allows users to copy a link to the review or to view the review directly within the chat tabs. It is essential for us to have the capability to share links with both leads and agents, particularly when speci

2

alexheidiNew Participant

Translate help centreSubmitted

Ability to auto trnaslate help center, ideally syncing an image creation tool that translates UI although tech is probably not there yet.

5

471

7 hours ago

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Teresa LaurinNew Participant

Helpdesk

Outages - Unable to Load

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to us

61

4 hours ago

E

earsdecorNew Participant

AI Insights

Will AI Become Essential for Online Jewellery Brands?

From virtual styling to personalized product recommendations, AI is reshaping eCommerce. How do you think jewellery brands like Ears Decor can use AI to improve the customer experience? Explore their collections at https://earsdecor.com.

earsdecorNew Participant

AI Insights

How Is AI Transforming the Online Jewellery Shopping Experience?

AI is changing how customers discover and buy jewellery through personalized recommendations, virtual try-ons, and smart search. I noticed Ears Decor uses a modern online shopping experience for diamond and gemstone earrings. Do you think AI will bec

Cemone JuliesNew Participant

Messenger

The From and Reply‑to fields

Hi there, The new ‘From and Reply‑to’ fields are always visible when you’re writing an email, I’ve noticed this change today, 23 July 2026.Can you please make this a preference so that one can toggle this on/off based on experience. I get that this i

Jörg MalterNew Participant

Messenger

New Link Editor breaks percent-encoded URLs in the URL path

Since today we have noticed that the new link editor automatically modifies URLs when adding or editing links in emails.The issue is that the editor decodes already percent-encoded characters inside the URL path, which changes the actual URL and brea

SarahtheSandmaamNew Participant

Reporting

Allowing Monitors for Human-Only Teammates (No Fin Requirement)

Hello! 👋 Our Quality Assurance team has a strong focus on manually evaluating conversations handled only by our human teammates. At this time, Monitors will not pull conversations for review unless the following parameter is met:The conversation must

User2088New Participant

Reporting

Conversation review now opens at the end of the conversation

I review the questions customers ask FIN. At some point in the last 5 days a change was made and now when I view the conversation (from Reports, FIN involved) the convesation automatically goes the bottom and I have to scroll up to the top for every

NickvanVlietNew Participant

Workflows

Phonecall routing

Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.No available teammate was automatically offered the call, even though atleast one teammate

Tom McLeanNew Participant

Mobile SDKs

intercom-ios repo is >3gb to clone

Hi Intercom support,It seems like something quite big was added to the intercom-ios repo on Github, such that cloning the repo is now a >3GB download.(see https://api.github.com/repos/intercom/intercom-ios -- size: 3144481!)SwiftPM does deep clone

540

T

4 days ago

Natalia_NNew Participant

Knowledge Base

Internal Article Formatting Lost

Hi everyone,I'm hoping someone has run into this before.We're currently migrating our internal Knowledge Base into Intercom for Fin/CoPilot, but we're not manually creating each article in Intercom. Instead, we're uploading our existing documentation

1341

D

5 days ago

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