The problem:
Anyone managing high-volume tickets with a lot of automation will feel this one: the conversation feed is a single, unfiltered stream of everything; customer replies, agent responses, internal notes, macro outputs, workflow automation notes, system events; all mixed together in one wall of content.
For us, this has gotten to the point where some teammates find it easier to jump to an external tool to review logs and automation history rather than scroll through the activity noise.
What we'd love to see:
A simple filter bar or option on the conversation / ticket feed that lets agents toggle which types of activity they want to see, with the ability to select multiple at once:
- ✅ Customer messages
- ✅ Agent / support replies
- ✅ Internal notes (manually added by teammates)
- ✅ Automation notes (macros, workflow outputs, log links, etc.)
Ideally the filter state would persist across the session so you don't have to re-apply it every time you open a ticket.
Why it matters:
It's a UI-level quality-of-life change, but the impact is real:
- Faster navigation in complex, note-heavy tickets
- Less context-switching to external tools
- A better experience for agents who work heavily with automation
A great benefit for teams managing operationally complex conversations / tickets in Intercom.