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30 days ago

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Christian OsmundsenNew Participant

Reporting feature request: Toggle between absolute numbers or percentageSubmitted

Hello team,One thing I often feel is missing when working with reports, is the ability to switch between absolute numbers and percentages. This is particularly useful when using more than one metric. For instance, how many support tickets did we rece

1

JakeMegapixelNew Participant

Functionality to keep certain conversations open, even if the user becomes inactiveSubmitted

Hi Intercom community! At the moment there's no way to stop a conversation closing for inactivity while a procedure is running. If a customer drops off halfway through, the conversation just closes. The procedure doesn't finish, nothing gets escalate

1

JustinaNew Participant

Missing Reporting Attributes for QA ReviewersSubmitted

Currently, the QA reviewer fields set in the monitor UI (qa_monitor_assignees, qa_monitor_statuses, and qa_assignee_id) are not exposed as attributes in the reporting dataset. The only attribute wired to scorecard metrics is conversation.admin_assign

1

Yohan RobertNew Participant

Messenger

'showNews' buggy behaviour

Hello,In our web application, we’re trying to display a specific news items based on button clicks using Intercom(‘showNews’, 1234). We’re currently facing an issue though as soon as we try to open two different news items (by clicking on each button

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7 hours ago

michelvilsenNew Participant

Analyze Fin

How are you using Fin AI to improve customer support quality?

Hi everyone,I'm currently exploring different ways to improve customer support workflows using AI. I was wondering how other teams are measuring the quality of responses generated by Fin AI.A few questions I have:What metrics do you monitor the most?

40

8 hours ago

M

Maya FelsteadNew Participant

Manual closing to interrupt "Let Fin Handle" workflowsSubmitted

Currently, Fin stops responding when a teammate replies or an inactivity timer is reached. Manually closing a conversation does not interrupt a "Let Fin Handle" workflow.We'd love the ability for manually closing a conversation to immediately stop an

1

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

Justine StewartNew Participant

Launch workflow from Tour or TooltipSubmitted

It’d be great if we could trigger workflows based on customers clicking a button at the end of a tour or as part of a tooltip. The current workflow launch options are a bit limited for our use case - it’d help us automate more if we could (for exampl

1

Erin KActive User

Ability to Duplicate ArticlesSubmitted

I would love the ability to duplicate articles. We have features within our application that everyone has access to, but it’s a little bit different based on which product they have. I am going to create Help Center content that is geared toward audi

41

Colleen WeatherallConnector

Article review workflowSubmitted

I’d love to see some features to enable an article review workflow. For example, additional status categories (pending review, in review, reviewed), reviewer markup and/or comments.

16

586

J

15 hours ago

michelvilsenNew Participant

Analyze Fin

How are you using Fin AI to improve customer support quality?

Hi everyone,I'm currently exploring different ways to improve customer support workflows using AI. I was wondering how other teams are measuring the quality of responses generated by Fin AI.A few questions I have:What metrics do you monitor the most?

40

8 hours ago

T

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

Jasmine BrownNew Participant

Deploy Fin

Fin Handoff Issue - Agent Replies not Appearing

Hi all,We're seeing an issue after conversations are handed off from Fin to Zendesk:Customer messages are successfully reaching Zendesk Conversations are being assigned to agents as expected Agents can reply from ZendeskHowever, the customer never re

Team EricaNew Participant

Support Operations

Instagram Business account does not appear after Facebook OAuth connection

I’m troubleshooting an Intercom Instagram channel connection for a new Expert-plan workspace.Symptoms:- Social Channels → Instagram still shows “Connect Instagram business account”.- The Facebook OAuth flow completes and returns to Intercom, but the

Nilutpal BoseNew Participant

Reporting

Add MTTR, MTTI, and SLA Columns to the Portal Customer Ticket View

Feature Request: Add MTTR, MTTI, and SLA Columns to the Nile Portal Customer Ticket ViewSummaryWe have integrated Intercom with the Nile Portal; however, the customer ticket view currently supports only a limited set of columns. We would like to requ

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1 day ago

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

1482

3 days ago

T

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

331

4 days 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

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7 days ago

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