Product Wishlist

Sarah HamiltonNew Participant

Link more than 1 tracker ticket to a conversationSubmitted

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.

Forum|Forum|1 hour ago

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Drew RossNew Participant

More descriptive email subject lines for ticket repliesSubmitted

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 ticket originated from an existing conversationThis would significantly improve the customer experience for teams managing multiple concurrent support issues and reduce repetitive manual work for support agents.

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Forum|Forum|2 hours ago

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Belén De AngelisNew Participant

Version history & save notes for Escalation GuidanceSubmitted

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.

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Forum|Forum|3 hours ago

Marie BaierNew Participant

Search bar in Recommendations tabSubmitted

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.

Forum|Forum|3 hours ago

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Katie MayhewNew Participant

Schedule emails from the inboxSubmitted

It would be good to have the ability to schedule emails sent from the inbox to allow forward planning of adhoc outreach.

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Forum|Forum|17 hours ago

Rhiann PorterConnector

Ability to merge duplicate users or leads with the same email address would be very usefulSimilar functionality

It seems very strange that if a customer contacts us from different devices or after clearing their website cookies, instead of merging the new lead with the existing lead, Intercom just creates them a new profile with a new user ID. No other system I’ve used allows duplicate users/leads with the same email address, and usually they force you to use the existing contact, so why is this the case with Intercom? It makes it very difficult for our support staff to keep track of different conversations from the same person if they have multiple users. Of course, we can search their email address in Users/Leads and open each profile to read each conversation in separate tabs, but this is pretty time consuming and isn’t helpful on a busy day. Are there any plans to make it possible to do something as simple as merging duplicate users and/or leads?

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Forum|Forum|17 hours ago

jhochbruecknerNew Participant

Feature Request: Export Functionality for Intercom Tracker TicketsSubmitted

The Problem StatementCurrently, there is a functional gap in Intercom’s Tracker Ticket system. While we can associate multiple customer reports with a single Tracker, there is no native "Export" or "Download" functionality for the associated data.To generate a list of impacted customers for Stakeholders (Leadership, DevOps, or Network Teams) during a P1/P2 event, agents must manually aggregate data. This is: Time-Consuming: Adds 15-20 minutes of manual work per event. Error-Prone: Increases the risk of missing high-priority customers in the report. SLA Impact: Diverts senior resources away from technical resolution to administrative tasks. Proposed EnhancementAdd an "Export to CSV/XLSX" button within the Tracker Ticket view.Functional RequirementsThe export should include the following fields for all associated tickets: Company Name Customer Ticket Number Ticket Status (Open/Pending/Closed) Priority Level Assigned Agent Use Case Example“During an unexpected outage on Server 1, Support identifies 25 associated customer reports. Instead of manual transcription, the Lead Agent exports the Tracker data instantly to provide the Network Team with a real-time list of impacted VIP accounts, allowing for prioritized restoration.”How this helps us: MTTR (Mean Time to Resolution): Keeps the focus on fixing the server, not the spreadsheet. Reporting Accuracy: Ensures 100% data integrity for post-mortem analysis.

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Forum|Forum|22 hours ago

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Ann-Kristin BuhnNew Participant

Explicit content filter and/or other way to deal with inappropriate content sent by customersSubmitted

It would be great if there was a way to deal with explicit image content sent by users. Have a filter in the system that detects inappropriate content in images Have an option to automatically blur or hide images until you click on them Hide images by default until you click on themAs we had problems with such content before, any method to detect or deal with such content would be much appreciated!

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HonestDavidNew Participant

Remove/ block swearing from appearing to agentsSubmitted

If a customer is swearing would be good for an agent to have the choice to see the full message or not - with a AI summary of the message without the swearing. That way the agent can still warn the customer to not use the inappropriate language but is not having to see the language if they do not wish to.

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ImmortalNew Participant

Global Behavioral Rules for FinSubmitted

We’ve noticed a limitation in how Fin handles instructions when support logic spans multiple categories or requires conditional behavior.Currently, instructions are expected to fit neatly into isolated sections/intents. However, some support scenarios require layered logic that combines:topic classification, policy enforcement, escalation restrictions, conditional responses, and fallback behavior.A good example is our “custom code” support flow.In this case, we need Fin to:recognize requests related to CSS, PHP, JS, SQL, regex, or custom code in general; clearly explain that these cases are outside standard support scope according to our policy; still attempt to help when possible; avoid suggesting escalation to a live agent if Fin cannot solve the issue, because the live support team follows the same policy and cannot provide custom coding assistance either; only address escalation if the customer explicitly requests a human agent; and in that case: remind the customer about the policy, explain that the live team has the same limitations, and suggest alternative resources such as community help or custom development services. Right now, Fin tends to:split such logic across multiple sections, recommend restructuring instructions into separate categories, or fall back to default escalation behavior.This makes it difficult to implement nuanced support policies where:the topic, escalation behavior, and communication strategy must stay connected within a single instruction flow.

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Zoe StevensNew Participant

Enable Intercom Banners to Reappear After Dismissal Using Repeat RulesSubmitted

Currently, when a user dismisses an Intercom Banner, the dismissal is permanent. This means the banner will not show again for that user, even if they continue to meet the targeting rules.This creates a gap for products where teams need to remind users about ongoing issues, outages, or temporary product limitations (not just reminding them every Monday or Wednesday)The problem is that users often dismiss a banner to clear their screen but then forget about the ongoing issue, and since the banner is permanently hidden after dismissal, they never see it again. Please add an option for Banners to reappear after dismissal, based on repeat delivery rules (similar to Posts). For example: “Show again every X hours/days even if dismissed” “Dismiss temporarily, but allow future redisplay” “Dismiss only for the current session” “Reset dismissal based on targeting rule change”

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marygNew Participant

Scheduled Customer ResponsesSubmitted

Hopefully, there’s a way we can schedule responses to customers directly, instead of relying on the snooze feature and manually sending later.For example, if we know a customer’s vet is closed and we’re expecting a response by Monday morning, it would be great to draft the message ahead of time and schedule it to send automatically at that point—saving time and ensuring timely follow-up.This could really streamline workflows and reduce the chance of manual follow-up slipping through the cracks.

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Larissa BranovackiNew Participant

Option to delete a draft in the Knowledge sectionSubmitted

Occasionally there might be a time someone creates a draft for an article change, but then decides that the change is not needed. In this case, we should have a Delete Draft option so that the draft that never gets published does not show up in version history or keep the article in a Draft / Published with Pending Draft state.

LouiseKleinNew Participant

Reports: Customizable HeatmapSubmitted

It would be awesome if we could manipulate the x and y axis for the heatmaps.

Aminda VillamagnaNew Participant

Allow us to customize the "Start conversation button text"Submitted

It would be great to be able to enter our own custom text here rather than choose from a list of 6 options. We have other “apps” (external links) added to our messenger and would love the ability to type our own text for the “Start conversation” button, for consistency. I’ve included screenshots to explain what I mean.

Mor CohenNew Participant

Workflow trigger when a tag is addedSubmitted

It would be really nice to have a workflow trigger when a tag is added to a conversation

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Sophia CenNew Participant

Adding notes to workflow version changesSubmitted

Have the ability to add notes to version change so that it’s easily trackable when a major / minor functionality is being modified. Highly increase visibility for change management in configurations.

Johanna BunnNew Participant

Bulk change Help Center audience targetingSubmitted

Would be great to be able to bulk change Help Center article visibility Editing the audience on each article individually is time-consuming and frustrating Ideal end state: be able to bulk change article audience permissions by collection or by selecting multiple at a time (similar to the way we can currently use the bulk action “Change Fin audience”)

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Siobhan RobsonNew Participant

Allow the News Center to be limited to users and leads onlySubmitted

Currently if you select to use the News feature of Intercom Messenger, you have an option to publish any news articles to the static news centre. This is useful for archiving/external linking purposes. However, this news centre is fully public and open to visibility and the audience can not be limited in any way. This is an issue for our business as there are sometimes news articles that we wish to publish to our clients that contain sensitive information. We should be able to set up the news centre to be able to limit visibility only to logged in users or leads, so we can have the static URL as needed for linking in other areas (e.g. Help Centre articles or other chats or news articles), without the news centre being open to anyone who finds it.

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Forum|Forum|2 days ago

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ProductSmeetzNew Participant

Timeline or feed display for artciles in help centerSubmitted

we want that the Help center's homepage displays automatically the list of articles in chronological order without the collections, to match a modern changelog feel. So it would either be links of articles listed or the open articles directly and you have a reference on the right for either published date or a title. I believe for intercom it would also expand the use cases with a very simple change

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Forum|Forum|2 days ago

Grace NdabananiyeNew Participant

Export conversations in PDF or another file typeReleased

It has been mentioned by a number of my colleagues that it would be much handier and useful to be able to export conversations in another file format than the txt file. As well as, potentially, making the file easier to read and to use as reference, but also, the txt file doesn’t included an screenshots or images etc., which can include useful context.

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Forum|Forum|2 days ago

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CoryNew Participant

SLASubmitted

Provide the ability to edit SLA’s instead of archiving and creating a new one.

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Forum|Forum|3 days ago

Jane TangNew Participant

Search by Article ID in the Content tabSubmitted

In the Knowledge Content tab, you can’t search by article ID. I would like to be able to search by Article ID.

Forum|Forum|4 days ago

LouiseKleinNew Participant

Hotkeys/Customizable Top Bar for ConversationsSubmitted

Our team flagged that a customizable top bar for each conversation would be really useful. Some teammates work with tickets where they're constantly managing participants, so having quick access there would save them a click each time.