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2 days ago

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Forum|Forum|2 years ago

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RemyNew Participant

Revert Inbox Sorting ChangeSubmitted

Please revert the recent change made to the sorting UX in the Inbox. Previously, we were able to sort Open conversations by Ascending based on Last Activity, and sort Closed conversations by Descending based on Last Activity. This makes sense as it allows us to see and respond to open tickets that came in first, while also allowing us to easily view recently closed tickets. Now, if I sort Open conversations by Ascending, when I go to Closed conversations, it shows me tickets from 7 years ago, which is not helpful at all. Having to toggle between Ascending and Descending each time is unproductive. Please revert the change as there was nothing wrong with the previous sorting structure.

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Forum|Forum|1 day ago

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Earnest Research AdministratorNew Participant

Please support Sendspark for embedding videosSubmitted

Got it — you’re looking to embed SendSpark videos into webpages/articles.Right now, our editor only supports embedding videos from specific providers. The supported options include:YouTube Vimeo Wistia Loom StreamIO Brightcove Synthesia JW PlayerSendSpark isn’t currently one of the supported video embed sources, so its videos can’t be embedded directly using the video embed tool.If you’d like to request this capability, you can submit or upvote the idea here:https://community.intercom.com/ideas

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Forum|Forum|1 day ago

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Emmanuel LatorreNew Participant

Track which conversations or tickets had an article sent and which oneSubmitted

Track which conversations or tickets had an article sent and which oneReport on articles sent as well as individual tickets for QA purposes

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Forum|Forum|1 day ago

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Emmanuel LatorreNew Participant

Add detailed Knowledgebase Article View ReportingSubmitted

Add detailed reporting for article views:Which users viewed which articles and during a specific range Same data above by company Track internal and help center views Show views also aggregated by collection and subcollection

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Forum|Forum|1 day ago

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LiveLongAndPatrickNew Participant

Support Procedures on Slack ConversationsSubmitted

Our team uses tons of slack channels for communication with customers, so it would be excellent if Procedures triggered on Slack conversations. They have been really impactful to help with troubleshooting and resolution rate, but since they aren’t supported on slack convos, we are hitting a plateau.

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Forum|Forum|1 day ago

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Jessie WalshNew Participant

Re: Conversation details now carry over to new tickets product updateSubmitted

The new BO ticket auto-fill behavior appears to rename tickets and pre-populate fields in ways that are often unhelpful for manual support workflows.In this case, it filled fields that are usually left at defaults, but did not help with the fields the agent actually needed to complete.The bigger issue is that there seems to be no admin control to disable or limit the feature, which makes it hard to prevent confusing or noisy results. For our team, this would likely create confusion in most BO tickets rather than save time.Suggested ask: please add admin-level controls for this feature, ideally separate toggles for auto-renaming and auto-filling, plus the ability to scope it by ticket type or form. If full disable is not possible, a safer fallback would be to only suggest high-confidence values, rather than automatically applying changes to titles and default fields.

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Forum|Forum|1 day ago

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Joanne AltenbokumNew Participant

CSAT Workflow OptimizationSubmitted

Currently, CSAT is sent after every completed conversation. However, this is unfortunately too frequent.We need the option to automatically send CSAT only after every second conversation, for example. This would help prevent customers from feeling annoyed by receiving the survey too frequently.At the moment, the only ways to block CSAT are by using a tag, an advanced workflow, or a macro. However, this requires the employee to make the decision manually, which creates too much additional effort.

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Forum|Forum|1 day ago

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James MillerConnector

Allow users to set SEO dataSubmitted

Hi, There is very limited control over what SEO settings a user can access, in the article linked below it says Meta Descriptions are generated automatically, which I’m afraid is not working well. The meta description on my KB is set to our company name, this isn’t great, we should have the ability to manage our own SEO, this is a standard feature I’d expect to be supported. <meta name="description" content="Company name" data-next-head=""/> I suggest Intercom provide better functionality for users maintaining their own SEO.

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Forum|Forum|1 day ago

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BryanNew Participant

Let fin use previous conversations with the same customerSubmitted

I would like it when fin can use the previous conversations with the same customer and can continue with that same topic if needed. So the customer can ask follow up questions and Fin “remembers” that conversation with that customer.

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Forum|Forum|1 day ago

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Michael StrebNew Participant

If an email arrives as spam, then unmarked as spam, them email should follow the workflows instead of Fin replying.Submitted

If an email comes in and is automatically marked spam that isn’t spam, we mark it not spam. From there, it should follow the workflows that we have setup, but doesn’t. We have emails that are sent to a specific email address that just need routed to that team inbox (things like notifications from a tax agency that a return was processed), Fin never is to get involved. But, if one of those emails arrives marked spam, and is manually unmarked as spam, Fin replies to it and there are no workarounds to prevent that. It either needs to follow the workflows or do nothing so it can manually be handled.

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Forum|Forum|2 days ago

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Jennifer BedardActive User

Prevent assignment changes from reopening conversationsSubmitted

Currently, if you send and close an outbound message, then update the teammate assignment to unassigned, the conversation reopens and then immediately reassigns to a new teammate round robin. Similar to the new setting option that prevents internal notes from reopening a snoozed conversation, we want to ensure that a teammate actioning on an assignment does not reopen a closed conversation.

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Forum|Forum|2 days ago

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Alejandro AquaFundedNew Participant

Disable Smart RepliesSubmitted

Hi team, It would be great to have an option to disable smart replies or at the bear minimum select the reply that is going to be shown, it’s intrusive and annoying.The replies shown do not even make sense to the given cases. Thanks.

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Forum|Forum|2 days ago

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Louis D'ambrosioNew Participant

Workflow Version HistoryReleased

This idea is to create a version history for workflows.When working on workflows, it would be great to have a version history. This is useful when the need comes to revert changes. Also, a version history helps tracking changes made overtime.When testing workflows and making constant changes for testing purpose, having to manually redo-undo isn’t optimal. Being able to restore/revert to a previous version of a workflow would be much easier.

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Forum|Forum|2 days ago

JHarloweConnector

Allow for adding / generating unique Conversation or Ticket URLs in Workflow messagesSubmitted

ProblemIntercom currently has no way to auto-generate a unique, per-conversation or per-ticket URL and insert it dynamically into a Workflow message. When a Workflow sends a customer-facing message, there is no variable available that resolves to a direct link for that specific conversation or ticket.The Customer Portal URL variable exists in macros and saved replies, but it is not available in Workflow message steps. More broadly, there is no native mechanism for a Workflow to construct or reference a unique URL for the conversation it is acting on — regardless of whether a Customer Portal is enabled. Use CaseWhen a Workflow sends an auto-close reminder or a follow-up nudge to a customer, the message has no way to include a direct link back to the specific ticket or conversation. The customer must log into the portal independently or locate a previously received notification. A dynamically generated link in the message itself would remove that friction entirely. Requested FeatureA native Workflow variable — for example, {{conversation.url}} or {{ticket.portal_url}} — that resolves at send time to the unique URL for the conversation or ticket the Workflow is acting on. This would allow any Workflow message step to include a direct, per-record link without requiring API customization or pre-stored attributes. Current WorkaroundThe only available alternatives are: storing a pre-generated URL in a custom conversation attribute via the API and inserting that attribute into the Workflow message, or directing customers to the general Customer Portal home page rather than their specific record. Both require significant custom engineering and are not practical at scale. Business Impact- Any Workflow message that touches a customer about an open case could include a single-click path back to that specific record.- Eliminates a common gap for auto-close reminders, ticket creation confirmations, and follow-up sequences where customers lose context between messages.- Removes the need for API-based workarounds to achieve basic deep-linking behavior in outbound Workflow communications.

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Forum|Forum|2 days ago

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Amber StephensNew Participant

Revert inbox search changeSubmitted

Inbox filters were showing at the top of the page but that changed with a recent update. Each search requires that I select which filters I want. The filters should remain at the top so I can select options from the drop downs. Another fix to this change could be to allow us to choose preselected filters that always show (similar to reporting or filtering contact lists). Reps need to be able to search quickly but this updated search change slows down their ability to quickly find information. Please revert to the previous version.

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Forum|Forum|2 days ago

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fieldworkNew Participant

Requesting redirect URI allowlist for MCP DCR - FieldworkSubmitted

Hi team,We're integrating Intercom's MCP server into Fieldwork, an AI agent platform for consumer-brand operators. Our users connect their own Intercom accounts, and the agent calls Intercom tools on their behalf.Dynamic Client Registration against https://mcp.intercom.com currently returns:{ "error": "invalid_redirect_uri", "error_description": "Redirect URI https://app.getfieldwork.ai/api/connectors/oauth/callback is not in the allowlist, reach out to Intercom Customer Support if you believe we should support it"}Following the format Seán set out in the earlier thread on this:Product or tool name: Fieldwork (https://getfieldwork.ai) Exact redirect URI to review: https://app.getfieldwork.ai/api/connectors/oauth/callback Production or staging: production (our only environment) MCP endpoint targeted: https://mcp.intercom.com Use case and distribution model: Fieldwork is a multi-tenant SaaS product. Each end user authorizes their own Intercom workspace through OAuth 2.1 authorization code with PKCE (S256); tokens are encrypted at rest (AES-256-GCM), scoped to the authorizing user, and never shared between users or organizations. The agent reads conversation and contact context, and takes actions in Intercom only when the user explicitly asks. Distribution is direct to our own customers — Intercom appears as one connector in our library, not resold or white-labeled.We don't have an Intercom workspace of our own to raise a support conversation from, which is why I'm posting here — I saw the community team was able to route a very similar request internally.Thanks,Guillaume DupuyFieldworkguillaume@getfieldwork.ai

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Forum|Forum|2 days ago

Bruno FerraraNew Participant

Fin improvement tracking — something like Linear, but inside IntercomSubmitted

One thing we’ve been exploring recently is using Linear to manage the issues we identify with Fin.Assigning an owner, tracking actions and status, and keeping a record of how each issue was resolved. Given that Intercom is increasingly bringing other tools and workflows into the platform, such as Releases, I think it would be really useful to have something similar natively for Fin.For example, being able to flag an issue, create a card for it, with an owner, notes/actions and a status. It could then be moved through different stages as it’s being worked on, and ideally linked back to the conversations affected.If something like this existed within Intercom, it would be perfect and would keep the whole identify → fix → measure feedback loop in one place.

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Forum|Forum|2 days ago

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Nick MirandaNew Participant

Time Created Filter Option in ReportingSubmitted

Currently there is no option to filter reporting by time when a conversation started.In this example, I’mm looking to understand reporting metrics for my European Support Team vs my North American Support Team.I understand the distribution charts that are available to see high level when conversations came in, but this doesn’t allow for deeper analyzation of statistics like CX score, replies sent, CSAT score, conversations by channel and many more metrics for a given time period like desired.This information is invaluable and since Intercom already has the data point for when a conversation begins, should be a no brainer to allow users to use this data to build reports and gain deeper insights into our conversational data.

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Forum|Forum|2 days ago

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Terry Tafari1New Participant

A workflow trigger when a conversation is assigned to a specific teammateSubmitted

Right now, the only workflow trigger related to ticket assignment is “If teammate changes the conversation team assignment.” However, this trigger only works when the team assignment changes on a conversation. It does not trigger when a conversation is assigned directly to a specific teammate. We’d like to request a new Workflow trigger that fires when a conversation or ticket is assigned to a specific teammate, rather than only when it is assigned to a team.Why we need this: Conversations may initially be handled by Fin or remain in an inbox before being assigned to a teammate. If an existing customer reopens an old ticket, the teammate best suited to handle it may also be different, so the ticket may need to be reassigned. When a ticket is assigned to a teammate, we need Intercom to automatically apply that individual’s SLA via a Workflow, but this isn’t currently possible. Our teammates work across different time zones, so their SLA requirements vary. The SLA therefore needs to be based on who the ticket is assigned to, rather than which team it is assigned to.As our teams grow, it’s unrealistic to expect the person assigning a ticket to know which team to select or which SLA applies to each teammate. The teammate assignment itself should determine the correct SLA.Ideally, the workflow would allow us to set a condition such as:“When a conversation/ticket is assigned to [specific teammate] → apply [that teammate’s SLA].”This would allow us to automatically apply the correct individual SLA at the moment of assignment, without requiring the person making the assignment to manually select the appropriate team or understand each teammate’s working hours/time zone.In short, we need teammate assignment—not team assignment—to be available as a Workflow trigger.

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Forum|Forum|2 days ago

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Tyler HueterNew Participant

Partial work or wild card searchesSubmitted

Many users are frustrated with only being able to search on full words instead of partial or wild card searches. For example a search for “mini” produced zero results so the user must type “minimed” to find any tickets associated with that company or project. This proves especially frustrating where users cannot search on a partial name when spelling may be an issue.

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Forum|Forum|2 days ago

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Belén De AngelisNew Participant

Add an "Archived" status for Help Center articles, distinct from DraftSubmitted

ProblemArticles in Knowledge currently support only two states: Live and Draft. There's no state for content that is retired but not deleted — old articles we no longer want live, but might need to reinstate later (e.g., seasonal content, deprecated-then-reintroduced features, content pending a compliance/legal review, or articles kept for historical reference).Right now the only way to handle this is to leave the article as Draft, which is the wrong tool for the job:Draft conflates two unrelated things. Draft is meant to represent work in progress toward publishing — a staged revision or a not-yet-finished article. Using it to mean retired content pollutes the Drafts list with old, dead articles, making it harder for writers to find their actual in-progress work. No way to distinguish "about to be published" from "parked indefinitely." There's no filter, or view that separates a draft that's one edit away from going live from one that's been sitting untouched for two years because we don't want to delete it outright. Search/reporting noise. Draft articles still show up in internal article-management views and counts (total articles, articles by collection, etc.) alongside real drafts, making it harder to audit what's actually being worked on vs. what's just parked. Reversibility isn't explicit. Deleting an article is intentionally destructive; draft doesn't communicate that this content was deliberately taken down with intent to possibly restore it. There's no clear "why is this here" signal for teammates who encounter it later.Proposed solutionAdd a third article state — Archived — alongside Live and Draft:Behavior: Archived articles are automatically unpublished (removed from the Help Center, search, and Fin/Copilot indexing) and excluded from the default Drafts view. Reversible: A one-click "Restore" or "Unarchive" action returns the article to Draft (not directly back to Live, to force a review step before republishing). Distinct list/filter: A separate "Archived" tab or filter in Knowledge, so archived content doesn't clutter the main article list, draft list, or collection counts. Retains full content and version history: unlike deletion, nothing is lost — title, body, translations, tags, and past versions stay intact. Metadata on archive: capture who archived it and when (and ideally an optional reason/note field), for audit purposes. Bulk action support: ability to archive/restore multiple articles at once, since this is often a cleanup exercise across dozens of old articles. API/webhook parity: expose the archived state via the Articles API (state: archived) and via webhooks, so it can be scripted/audited, not just a UI toggle.Why this mattersContent teams need a middle ground between "live" and "gone forever." Deletion is too destructive for content that has re-use value; draft is semantically wrong and creates workflow confusion. An explicit archive state solves both problems with minimal added complexity, and mirrors patterns already common in other CMS/knowledge tools (Notion, Confluence, Zendesk Guide all support some form of archive distinct from draft).

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Forum|Forum|2 days ago

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FrienNew Participant

Setting for hiding Brand dropdown from Email composerSubmitted

We notice there's a new brand selection dropdown while creating a new outbound email. The dropdown shows all the brands for all teammates. Since we have set up brands in a way that each brand has its own email address connected, the brand dropdown is a redundant and even more confusing element for our team members.Right now there isn’t a workspace setting that hides the brand dropdown or automatically infers the brand from the selected “From” address. The composer still shows the selector even when each address is associated with a single brand. We'd strongly suggest adding this as a setting. Because in its current form, the dropdown is completely redundant. Honestly, it’s not only redundant, but it can cause mistakes, with people thinking they are sending from one brand while the from address says something else.

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Forum|Forum|2 days ago

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Tim HillNew Participant

Disable Keyboard ShortcutsSubmitted

Keyboard shortcuts are incredibly annoying and always triggering when not intended. There needs to be a setting to disable them for good.

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Forum|Forum|2 days ago

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Stephen OakesNew Participant

Ability to update/map company data via Data ConnectorsSubmitted

Right now, data connectors can only write and be mapped to people or conversation attributes easily. To write to company attributes, you basically have to have 2 data connectors assigning data on the contact and then prefilling a request to the company with that information. This idea requests that we can map data in the data connector setup directly to the company.

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Forum|Forum|3 days ago

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Irina GorelikNew Participant

Custom Email Signature - Individual ScopeSubmitted

We need our individuals to add custom email signatures (or add custom dynamic fields to the company-wide signature). Our team needs to display their unique calendar link, PTO, work shifts.

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Forum|Forum|3 days ago