Hi everyone,
I’d love to request two improvements to Intercom’s ticket navigation and sorting experience.
In Zendesk, tickets can be sorted within the same layout using “status categories,” which provides a very clear overview of what needs attention. I’ve included a example screenshot for reference.
I would really appreciate having similar sorting options available in Intercom:
1. Chat View
It would be extremely helpful to sort all conversations directly within the Chat View (e.g., by status, state, or custom categories), without relying on separate filtered Views.
2. Table View
Two enhancements would make this view significantly more usable:
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The ability to sort tickets by status/state in the same way as described above.
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An option to fully open a ticket within the same tab, instead of only seeing a preview or needing to open a new tab.
These adjustments would provide a clearer, unified overview and reduce the need to switch between multiple Views. As far as I know, Intercom doesn’t currently offer a way to achieve this in the main layouts.
If further clarification is helpful, I’m happy to provide additional examples or walk through the use case.
Thanks a lot for considering this.