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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, or ask how to use the solution. The previous behavior, where only Waiting on Customer tickets automatically returned to In Progress, more accurately reflected the status of the issue. Automatically reopening resolved tickets makes the ticket status less accurate and creates unnecessary work. This behavior should be configurable so each workspace can choose the workflow that best fits its support process.

There should be a way to test calls to the active agents, in case they are having issues with their accessories, internet connection, etc.

We love being able to tag Fin back into a chat if needed. However, it would be great if we could also assign Fin to the chat automatically via workflows. Currently, we can assign Fin manually on a chat level, but we can’t within workflows as seen below.  This forces teammates to manually reassign Fin and trigger the reusable workflow to make sure the chat is moved back to Fin’s inbox. If not, Fin chats remain in our active, agent chat inbox. We prefer to keep these chats separate. 

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 steps to go from viewing an article and realizing you need to make an edit to opening Intercom, going to articles, searching for the article, and opening it. Adding an “edit article” button of some sort that would only appear to admin users would save some time.

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 in box, but not when a workflow assigns a conversation to an inbox.

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 the original row to the new row, then delete the old row. In other authoring software, I have been able to drag and drop rows into a new position or right-click on a row and select “Move up” or “Move down”. It would be super helpful if you added this functionality. 

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 their area. 

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 still there and waiting for the customer to respond. This takes up a spot in the reps limit and makes busy work. There is no reason a customer can’t close a chat, that I can see.Our customers are messaging us to let them close the chat as a feature request, so we’re passing it on to Fin. 😉

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 conversation that the NRT is about to be breached.  Something like below:  However, by doing so as above it doesn’t render the admin tag. 

When Fin identifies that a conversation needs a specific person, I want it to be able to add that person into the conversation directly, with the thread continuing over email outside of Intercom. Fin makes the introduction, the customer and my colleague are both on the thread, and they carry on together from there.Think of it as Fin brokering a warm handoff: "I've looped in Hannah from our team, she'll take it from here" and from that point it's a normal email thread between the lead and Hannah, with the conversation history attached.Our use caseNew business leads come through Fin on our help centre. We've set up a procedure so Fin collects the lead's name, email and company. The person who follows up is a BDR who works out of email, not Intercom.What we want is simple: Fin finishes qualifying, adds the BDR into the conversation, and the whole thing continues as an email thread between the lead and the BDR. No copy-pasting details, no relay through another team, no dead end where the l

Today, Knowledge Base articles can only be “archived” by unpublishing them or removing them from Help Center collections while preserving the content for future use. However, similar functionality does not exist for other Knowledge content types such as Internal Articles and Snippets.As content libraries mature, teams often need to retain outdated, seasonal, superseded, or no-longer-active content for compliance, historical reference, or potential future reuse. Without an archive capability, organizations must either delete content permanently or manually create and maintain archive folders, which can become difficult to manage at scale.Request:Introduce an Archive feature for all Knowledge content types, including Articles, Internal Articles, and Snippets.Archived content should:Remain stored in Intercom. Be excluded from customer-facing experiences and AI tools (Fin/Copilot). Be restorable at any time. Be automatically moved to a dedicated Archived folder or section.

Currently we can set assignment limits to our team members based on the Inbox, but we cannot do it by Channel. Ideally, we would like an additional control option to set capacity limits by channel. Also worth noting that currently, if you’re on a call you will not be assigned a Chat, but if you’re assigned Chat’s you can be assigned a phone call. As an example, if we have someone working on multiple Chat interactions, we do not want them to then be assigned a Phone Call. In this same instance we could want the ability to set a larger number of email assignments to a team member and would want to limit the number of Chat conversations they are assigned simultaneously.  Doing this could help us prevent live channel interactions that step over each other like in the case of a chat being assigned while the team member is on a phone call.  

We use Linear in our tech team, and we link Intercom conversations to the related Linear tickets.It would be so great if it was possible to filter conversations by Linear ticket ID directly in Intercom dashboard!

Conversations already include custom_attributes as key-value pairs in the API response, but there’s no way to filter or search conversations by those attributes via the Search Conversations API (even though this is possible in the Intercom UI).This creates a gap where teams can segment conversations in the UI but can’t do the same programmatically, which limits automation, reporting, and integrations that rely on custom attributes. It’s also inconsistent with other areas where attribute-based filtering exists (for example, the Tickets API).Intercom, we are in 2026, we have Claude Code etc, this feature is just a one-shot query for AI implementation 🙏

Hi team,We recently started evaluating the AI Inbox Translations feature, and we're very interested in using the inbound translation functionality. It has the potential to save our support team a significant amount of time that is currently spent translating incoming messages.However, we're not entirely satisfied with the quality of the outbound translations. We'd love to be able to enable inbound translations only, while keeping outbound translations disabled.The reason is that errors in inbound translations generally don't affect our business, as we can still understand the customer's intent. On the other hand, outbound translations are not shown to us before the message is sent, so we have no way of verifying whether the translation has altered the meaning or context—which unfortunately happens from time to time.Would it be possible to support this kind of setup, where only inbound translations are enabled?Thank you.