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We calculate our CSAT based on average 1-5 scale, not as a percentage of positive ratings, and I would want this to be an option inside Intercom without the need to exporting data every x amount of time.  For example, if an agent receives four 5-stars and one 1-star, I want the csat calculation to be = (4*5 + 1) / 5 = 4.2.

This is the text that appears if you configure Intercom so that some articles are public and some are behind a login. If the user isn’t logged in and clicks a link in a public article to an article that is gated/not public, this is the message they see. The only customizable text is the word at the end (and the URL it points to).  I would prefer to be able to customize the whole sentence so we can tailor our message to our audience.  However, if it must remain static, the terrible punctuation should at least be improved. Proposed updated text:"This article is only available to logged-in users. [Sign in to continue] or send us a message if you need help."Where “Sign in to continue” text is fully customizable, as is the URL it links to.  Thank you very much!

It would be extremely helpful to our team if we could use Teammate Availability as a condition in our Messenger and Phone workflows. This would allow us to route conversations to a different option if, say, zero teammates are set to Active.We are a small team, so it sometimes happens that no one is available to take chats or calls during office hours. To prevent customers from having to wait unnecessarily for someone to respond when no one’s available, we have to manually pause our standard workflow and activate an “away” workflow if no one is Active. This takes time and a lot of steps for multiple personnel. Other phone/chat products we’ve used have had the ability to route messages based on agent availability, which simplifies things enormously.Note: for Phone workflows, Talking should be included in the list of Teammate Availability choices, since that is distinct from Away. We need to be able to send callers to VM if no one is Active but send them to the queue if at least 1 teammat

It would be great to have the ability to resize images in macros and the reply box.

In Inbox views, some columns can’t be sorted right now, even though the table is configurable and columns can be rearranged or hidden. It would be really helpful if clicking any column header would sort that column (ascending, descending, and/or alphabetically), so we can organize conversations by Assignee, Company, Team, and any other column we add. We want to sort by Assignee, Company, Team, and any other column we add, so teammates can scan and find the right person or company faster.

I have some customer that would like the option to make the chat window full screen for some conversation.

It would be great to allow users to have multiple tickets open at the same time, but restrict them to only one active  chat conversation. This way, users can have several ongoing support requests tracked as tickets, whilst  still being able to reach the team via chat — but not spam multiple simultaneous chats.    The challenge is that Intercom's native "prevent multiple conversations" setting treats tickets and  conversations as the same object, so having any open ticket blocks users from starting a chat entirely.It would be amazing for the restriction to apply only to chat-type conversations, leaving tickets unaffected.   

Hello Fin team,It's easy to go a little blind on resolution rates, since what really matters is what the customer believes is the truth. Fin will calculate an assumed resolution if a customer stops replying to the thread and leaves. Although this is quite common in the SaaS industry, it is also not a very safe indicator that the issue was in fact resolved. Even for confirmed resolutions, it may be that the customer thought it was perfect and confirmed, but later found that this was actually not the resolution anyway. To get a better picture of this, please consider this feature request for reporting:Any lead or user who does not only reopen a previous conversation (this can already be done in reporting), but opens a new conversation within X time (a variable that we should be able to select), is considered a recontact. The combination of AI resolution together with low recontact rate is dynamite, and far stronger than just showing off with a high AI resolution alone. Thanks,Christian O

For VIP/Ent customer email emergencies, the key is to avoid relying on the “inactive customer follow-up” timer, since email follow-ups are only configurable in hours (1 hour to 7 days). [1] [2]Request: to have more flexibility with the follow up timer and use minutes instead of hours.Use case: we want to add Fin also to handle Ent emails and if there's an emergency we can't wait 1 hour for Fin to escalate/hand off to our inbox.

ProblemCanvas Kit requests currently include workspace and admin information, but there’s no reliable way to determine which brand the app is being accessed from.This is especially problematic for Home canvases, where there may not yet be an associated conversation. In those cases, apps cannot infer brand context from conversation data, making it difficult to build brand-specific experiences.Suggested SolutionFor Home canvases, the cleanest approach would be to include brand_id inside the existing context object.Suggested request shape:{ "workspace_id": "abcd123", "admin": { ... }, "context": { "location": "home", "brand_id": "15" }}Why this approach works wellKeeps the payload structure consistent with the existing pattern of workspace + admin + context Places brand information alongside other “where the app is being used” metadata Avoids introducing a new top-level field Gives apps a reliable, conversation-independent way to determine brand context Enables clean integration

Currently, monitoring the health of Data Connectors and Procedures requires manual oversight within the Intercom dashboard. If a sync fails or a procedure becomes "unhealthy" due to credential expiration, API changes, or server errors, there is no immediate notification. This lead-time between a failure and its discovery results in outdated customer data, broken workflows, and delayed responses to end-users.I would like to request an Alerting System that proactively notifies admins when a Data Connector or Procedure changes status from "Healthy" to "Unhealthy" (or "Failed"). Ability to receive alerts via:Intercom In-app notifications. Email (sent to specific workspace admins). Slack/Webhook integration.Granular Alerting: The ability to toggle alerts on or off for specific connectors (e.g., alert me for Salesforce sync failures, but ignore minor sandbox procedure errors).Failure Context: Notifications should include a brief summary of the error (e.g., "401 Unauthorized" or "Schema Misma

We use Merge Conversations a lot when customers create multiple Conversations about the same issue. It would be a big productivity boost if we could merge from Recent Conversations sidebar. Current Process:Open Conversation1 Check Recent Conversations(2,3,4) for dupes Identify Conversation2 as a dupe Open Conversation2 in new window Press “Merge into” Find Conversation1 in list MergeProposed ProcessOpen Conversation1 Check Recent Conversations(2,3,4) for dupes Identify Conversation2 as a dupe Press “Merge into Current Conversation” in sidebarEdit: Typo in title :confounded:

We’re trying to create a report to view conversations initiated by agents, to help build data for the team.It seems that you can only view conversations created by a specific agent as a search function but can’t export this or build it into a report without creating an API. It would be great to see that feature available as standard.

Hi everyone! Product area: Composer / Reply editorType: Feature improvementDescription:When pasting rich text content (copied from an Intercom internal note, DeepL, or any rich text source) into the Intercom composer, paragraph spacing is stripped and all text is collapsed into a single unformatted block. This forces agents to manually re-add line breaks after every paste, which adds unnecessary friction to the reply workflow.Expected behaviour:Paragraph breaks present in the copied content should be preserved when pasting into the composer, consistent with how most modern email clients (Outlook, Gmail) handle rich text paste.Current behaviour:Pasting rich text into the composer collapses all paragraph spacing. The text content is intact but all formatting is lost.Workaround currently used:Manually hitting Enter between paragraphs after every paste.Impact:This affects every agent who uses copy-paste as part of their reply workflow — which is standard practice when working with internal

It would be incredibly helpful to have the ability to link more than one tracker ticket to a single Intercom conversation. This would make it much easier to manage and monitor related issues, especially in situations where multiple tickets are impacted by the same underlying problem.Having this functionality would also improve visibility when communicating updates, help ensure all affected customers are accounted for, and provide a clearer picture of the overall impact and volume of related cases. Overall, it would streamline follow-up and make ongoing issue tracking much more efficient for the team.

With Smart link, being able to add a collection of articles and not only one article.

Currently, when customers create tickets in Intercom, the email subject line appears to default to the ticket type (for example, “Report an issue”). This creates confusion for customers who have multiple tickets open at the same time, especially power users.When we send updates via email replies - such as bug fix confirmations, follow-up questions, or status updates - the customer often has no idea which issue the message refers to unless the body of the email provides enough context. As a result, our team has to manually add contextual explanations to replies that should otherwise be quick and efficient.It would be extremely helpful to have more flexible or descriptive subject lines for ticket-related email communication. Some possible approaches:Use the ticket title or summary instead of the generic ticket type Allow agents to customize the email subject line for ticket replies Include the ticket ID plus a short descriptive title Automatically use the conversation subject if the tick

Guidance sections support version history and save-time notes, but Escalation Guidance doesn't. Would be great to have parity — these features are useful for tracking changes and context.

Hey team :) Adding a keyword search feature in the Recommendations tab, similar to the one available in chats, would make it much easier to find relevant content. At the moment, recommendations can only be filtered by topics, so if a specific topic is not yet listed, we need to manually scroll through all recommendations to find what we are looking for.