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Hi there,I'd like to place an idea here. Hopefully others can relate.For companies using Intercom for in-product messaging (such as banners, posts, surveys etc) it would be extremely useful to have a reporting method.I'd love to be able to create reports and dashboards based on the tags applied to the inbound messages (like comms purpose, project names etc) and comms type.The tremendous impact this feature will make, will be reflected in clients probably choosing to use Intercom for such purpose, as it's already very user friendly.Thank you!

Currently, content within Side Conversations is not indexed in Intercom's search functionality. This includes: Email body text / message content Recipient email addresses Subject lines Side Conversations have become a crucial part of our daily operations. We rely heavily on them to collaborate with external partners, vendors, and third parties to resolve customer issues.Because Side Conversations are unsearchable, finding previous context, tracking down specific email exchanges, or locating an old thread requires manually digging through individual tickets. This leads to significant time wasted and operational inefficiency.Proposed Solution: Include Side Conversation text and metadata in global Intercom search or Inbox search filters. Allow filtering/searching specifically by Side Conversation recipient email or subject line. Having full searchability for Side Conversations would make a massive difference in operational efficiency for teams that rely on external collaboration.If

​​​​​Right now, following a conversation doesn’t give you a clear notification when it updates. You only get a browser tab blink or sound, which doesn’t tell you which conversation changed.It would be really helpful if followed conversations behaved more like Mentions — for example:A notification in the Inbox when a user replies or an internal note is added A clear indicator showing which conversation updated A dedicated “Followed by me” view or notification listThis would make it much easier to monitor conversations assigned to teammates without having to manually check inboxes.The current workaround to have visibility on Followed Conversations is:Go to Inbox In the left sidebar, find Views Click the 3 dots next to Views → Create view Add a filter: Followed by → you Save the view 

I’d like to be able to trigger a workflow if there’s a reply to a side conversation on a ticket. Currently the only action that’s taken on a conversation is ‘waking up’ the ticket from a snoozed state. Not all of our teams use the snooze feature, many of them use the ticket state instead. We have a ticket state that indicates we’re waiting on a third party, so ideally we’d be able to set the ticket to this ticket state and when the side conversation is replied to, I could then trigger a workflow to change the state of the ticket and also alert the assignee that the ticket needs attention.   

Currently, navigating to a specific section within a lengthy internal Help Center article can be challenging. Agents may need to scroll through multiple sections to find the exact information they need, especially when articles contain detailed protocols, step-by-step instructions, exceptions, and escalation guidelines.My wish list is to have anchor links within internal Help Center articles. This would allow authors to create links that direct readers to a specific heading or section within the same article, rather than opening the article at the beginning. This would make internal documentation easier to navigate and help agents find the information they need more quickly, improving efficiency when handling Member and Host inquiries.Expected Benefits Faster navigation: Agents can jump directly to the relevant section without manually searching through lengthy articles. Improved efficiency: Reduces handling time when agents need to reference specific steps or guidelines while assist

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.

Some default conversation attributes are not useful for every line of work, and therefore we should be able to edit them to fit our workflow. The new followers feature is not useful for me and we should be able to move it lower in the list of attributes, as needed.

I can create a callout text block for use as Dynamic Content; however, I can’t change its colour in the same way I can when inserting the callout as regular text.

Request an enhancement to the article editor to place a table inside a numbered or unnumbered (bulleted) list.Currently, tables can’t be placed inside numbered or bulleted list items in articles. List elements can contain text and other supported HTML, but the <table> tag isn’t allowed inside a list item. DITA supports tables inside a numbered (or unnumbered) list item. Also, any basic word processing tool (DITA or non-DITA compliant) supports placement of tables within numbered and unnumbered (bulleted) lists.

I would like to switch to the Modern template for my help center because I love having a Table of Contents, but the fact that I can’t have a full sized search field above each article is holding me back. In my current classic view, the search bar never goes away. It remains the same as the search bar on the home landing page.  

Seria bom poder exportar em conjunto de dados oa primeira mensageem do cliente ou um resumo da conversa

The documented behavior currently is:When Automatic away mode changes a teammate’s status, the teammate will see the following banner at the bottom of the Inbox. Their status will not automatically switch back to Active and they need to manually change it back using the banner or their status menu. A agent’s status should also automatically switch back to Active once they send a message to a user.

We would love to use the Workforce Management feature, but currently we can’t find value in it because it does not include the phone channel, which is our busiest channel and the one that would benefit most from the features.

When we mark a conversation as Spam, I’d like Intercom to auto block the sender.

Side Conversations have become a critical workflow for coordinating work with external teams and vendors. However, they are outside of Intercom's visibility and reporting capabilities. According to Intercom support:There is no dedicated Side Conversation view (or any way for quick inbox view of all conversations with side convos) Side Conversations do not have their own states or delivery status Side Conversations cannot be marked as priority. Side Conversations are not searchable. Side Conversations are not available in reporting. As adoption increases, it becomes difficult to answer basic operational questions such as:Which Side Conversations are currently awaiting a response? Which vendors are slow to respond? How many Side Conversations are open today? Which teams are creating the most external escalations? What is the average response time from external partners? Which Side Conversations are unseen / delivery failed? Request for any improvement to Side Conversation management/visi

We have a custom dashboard to report on Fin’s performance, and one ready-made chart we found useful for that is the “Used content performance” chart. It would be great to have this same chart for used guidance. I know I can see guidance performance by going into the guidance tab, but it would make things easier to have this in the same place as our other reporting. That would then also allow us to export this data along with our other reporting.

On Views in Intercom, I would like to be able to filter by “current user”. We have to filter out tickets of a particular status from our inbox, and currently this requires at least 24 seperate views (one for each user) due to the way the ‘teammate’ field works. Currently, you can only select either Unassigned, or a specific user - but not “current user”.Being able to select “current user” would allow us to reduce 24 views to one, which would massively simplify and views that need to be created.