I’d like to submit a feature request focused on improving intra-company collaboration across Intercom workspaces.
As more companies adopt Intercom as their primary support platform, we’re increasingly seeing shared customers between two or more businesses that all use Intercom. In these scenarios, there is often a need for coordinated support across organizations when addressing complex or cross-functional customer issues.
Zendesk currently offers the ability to share tickets between different Zendesk instances when companies have a common customer. This functionality enables seamless collaboration while maintaining clear ownership, visibility, and audit trails across organizations.
A similar capability within Intercom — such as secure, permission-based conversation sharing between workspaces — would provide significant value. Key benefits would include:
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Improved cross-company collaboration on shared customer cases
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Reduced back-and-forth forwarding of screenshots and manual updates via side conversations
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Better customer experience through faster, aligned resolutions
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Clear accountability and visibility for all involved teams
This feature could potentially include:
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Workspace-to-workspace conversation sharing (opt-in and permission-based)
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External collaborator access scoped to specific conversations
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Shared notes and internal comments across participating companies
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Audit logs and visibility controls to ensure data security and compliance
As Intercom continues to expand into more complex B2B ecosystems, this kind of cross-workspace collaboration would be a strong differentiator and a natural evolution of the platform.