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Hi, we use Intercom’s Customer Portal. Our customers need to review and prioritize their tickets from the list without opening each ticket individually.Our main request is a Priority column alongside the existing Ticket state column. The portal currently says “All columns are visible,” but Priority is unavailable.We would also like these basic list features: Display customer-visible custom ticket attributes as columns. Filter and sort by priority and ticket state, including custom states such as “Work in progress.” Reorder and resize columns, and save the selected layout and filters. Show a short preview of the latest customer-visible update so customers can understand what changed. Ticket state and sorting by last updated are already available. However, a customer has also reported that filtering is not working. Could you help investigate that separately and confirm what examples or recordings you need?Please log the missing capabilities as product feedback and let us know wheth

Side Conversation Delivery Status and Failure NotificationsOur organization uses Side Conversations extensively to engage external teams, vendors, and partners. We have actively encouraged our users to stop emailing individuals directly from customer conversation threads and instead use Side Conversations as the standard workflow for involving external stakeholders. (Before teams were remove participants, deleting conversation thread, sending a message, then readding participants..)In customer conversations, Intercom provides visibility/error when an email cannot be delivered. However, Side Conversations do not provide any delivery feedback.Today, if a Side Conversation email fails to reach the recipient, there is no notification to the sender, no visible delivery status, and no indication that follow-up may be required (apart from checking whether a message is marked as "Seen" to confirm delivery.) While this can confirm that a recipient has opened a message, it does not solve the pri

Can you finally make a native integration to receive messages from clients via Telegram bots? It is a messenger with 1+ billion of users. Why are you not working on it? Interchat.io stole your profit by making this integration more then 1 year ago

Hi Intercom team,In future state, we’d like to be able to see macro analytics. One example would be an adjustment rate showing how often teammates edit a macro before sending it and how much of it they change. We value being able to see macro and Copilot usage, and we want to better understand what happens to a macro once it’s inserted. That visibility would help us identify which macros need updating, understand where teammates are personalizing responses, and connect macro usage to quality and CSAT.Thanks,-Molly

Hi,It would be very helpful if tickets could be found by searching with information used in side conversations. As side conversations are part of the ticket, this data should ideally be indexed together. Do you think this would be possible to implement?Kind regards,Bruno Alves Coelho

Problem Statement / Use Case:Currently, side conversations do not surface in a customer’s Intercom profile under their "Latest conversations" or complete conversation history.This creates a significant blind spot for support and operations teams. When an agent reviews a customer's profile to get a quick snapshot of their history or active issues, they completely miss parallel threads, third-party escalations, or external updates happening inside side conversations unless they manually dig into every single parent ticket.Proposed Solution:We would like to see side conversations integrated into the customer profile timeline. A few ways this could be implemented include:Nested Visibility: Display side conversations as indented or nested items directly beneath their respective parent conversations within the profile history list. Timeline Toggle/Filter: Add a filter or toggle on the user profile (e.g., "Include Side Conversations") so agents can opt into a truly comprehensive timeline of i

When creating Help Center articles via the Articles API, there are a few limitations that make content structure difficult to manage:The article title is automatically rendered as H1, and the body also supports only H1 and H2. If you include an H1 in the body, the page ends up with two H1 headings, which is not ideal for accessibility and SEO. If you avoid H1 in the body, the first heading is automatically converted to H1, so the structure still becomes inconsistent.Additionally, images must currently be referenced via external URLs, which can create concerns around long‑term availability and accessibility when articles are referenced by AI or other systems.It would be very helpful if the API allowed:Full heading hierarchy (H1–H6) in the article body, or A way to prevent the title from being rendered as H1 when the body already contains one, and Native image upload support instead of requiring external URLs.

It would be helpful to have a section where we can archive or house seasonal macros to not clog up the pipeline when they arent needed 

Currently, workforce management tracks new conversations opened at a certain time but does not take into account unsnoozed conversations. For our company, conversations can span multiple days. The issue I'm running into is that the workforce management feature only counts conversations as soon as they are created and assigned to the team, not when conversations are unsnoozed on additional days.  This causes a bit of a reporting discrepancy because, for example, 20 new conversations could get opened on Monday, but 60 conversations from last week got unsnoozed because the customer replied on Monday morning. Workforce management only shows that there were 20 new conversations today and that our team has a surplus of manpower. This isn't entirely true because there was actually a total of 80 conversations our team worked on today, not necessarily 20.

Right now, copying values like user_id from a user profile requires selecting the text and using Cmd/Ctrl + C. This adds friction when you need to grab IDs quickly during support or debugging.It would be much faster if each field had a one‑click copy button (for example a small copy icon next to the value).Why this helps:Reduces repetitive actions Improves workflow speed Less friction

Currently, we have a channel were non-support agent members of our company can ask our support team questions, and that information is collected in a form that is then posted to the channel. We’d like to use the Slack/Intercom integration, but as is, bots/workflows/forms are purposely ignored and not sent over (per Intercom’s Support team). I think we should have the ability to toggle this on/off per channel (or preferably, per workflow used to integrate with Slack). 

The ProblemWhen customers reply to email conversations, their email client includes the entire previous thread below their new message — as virtually every email client does by default. Intercom's Inbox renders this quoted trail fully expanded, inline, for every single message in the conversation. The result is that a 6-reply email thread becomes an endlessly scrolling wall of duplicated text, where the same content is repeated over and over, growing exponentially with each reply.This makes it genuinely painful to work through email-based tickets. Instead of quickly scanning the latest reply at the top and moving on, agents have to scroll past pages of repeated content just to orient themselves. Multiply that across dozens or hundreds of tickets a day and you're looking at a real productivity hit — not to mention the mental fatigue of parsing the same text blocks repeatedly.Why This Is FrustratingEvery major email client and nearly every competing helpdesk platform handles this gracefu

Currently managing large volumes of mentions (3,000+) requires opening each conversation individually to clear the unread count. There's no bulk functionality for mention management.Requested features:Bulk 'mark as read' option for mentions Bulk 'clear all mentions' functionality Mass selection tools for mention management (similar to conversation bulk editing)Current limitation: Only way to clear unread mentions is going to Inbox → Mentions → Unread mentions, then opening conversations one by one.This would significantly improve efficiency for users with high mention volumes who need streamlined inbox management.

It would be great to see the Intercom article editor evolve to better support longer, more structured knowledge content.At the moment, articles work well for relatively simple content, but once they become longer or contain larger tables, videos, reference information or multiple sections, the authoring and reading experience can become quite limited.A few improvements that would make a big difference:More formatting optionsSome additional formatting controls would help make longer articles easier to scan and understand, including:Underlining Font/text colour Highlighting More control over spacing Additional callout styles for notes, warnings, tips and important informationThese do not need to turn the editor into a full publishing tool, but some extra flexibility would make it much easier to create clear visual hierarchy.Collapsible / accordion sectionsAccordions would be extremely useful for longer articles.Rather than asking users to scroll through a very long page, content could be

It would be nice to keep the main nav limited to only product/features we can actually use. In recent weeks, we’ve found both the Operator an Workforce features forced into our main nav and it makes daily work just a little more of a pain, especially because Intercom has added a badge to those icons. Everyone gets that you need to make money, but can you do it a little less distastefully. It would be great to either:Have those unavailable features at the bottom of the nav grouped with settings, etc. OR Give workspaces the option to hide thoseIf we want to upgrade, we’ll do it. Until then, these add friction to day-to-day operations. 

Would it be possible to make translated_content in the connector you have made for claude?  Currently we have help center articles in multiple languages, but if we use Claude to assist in writing articles, we can only have them created in the same language which is set as default. This limitation makes it difficult incase we want to do mass edits. I understand from your Finbot, that it is possible to have it added as fx. danish or norwegian translation through the translated_content in the api. But also that this isn’t available as part of the MCP tool