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Formatting options / menu in Helpdesk

Related products:Core Inbox

I would love some more formatting options in Helpdesk, when replying to emails, and conversations if possible. 

Ideas for options would be: 
 

  • Bullet list
  • Numbered list
  • Quotations (Indent text / separating it from the rest - similar to code block, but formatted for reading)
  • Buttons for Bold, Italic and Underline

I understand that there might be an issue using this with the chat function, but at least for responding via Emails, this would be lovely. 

Thanks!

6 replies

Jennifer K
Intercom Team
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  • Jennifer KIntercom Team
  • Intercom Team
  • April 16, 2024

Hi @Jonas Nielsen 

Jennifer here from Intercom. I’ll let our product team know this is a feature you’re eager for! 
 

Whenever we do release new features, we announce them on the Product Changes page, so I would recommend keeping an eye there. 👁

Jennifer | Technical Support Specialist
Jennifer K
Intercom Team
Forum|alt.badge.img+3
  • Jennifer KIntercom Team
  • Intercom Team
  • April 16, 2024
New→Discussion ongoing
Jennifer | Technical Support Specialist
Michaela Hone
Intercom Team
Forum|alt.badge.img+1
The following idea has been merged into this idea:

All the votes have been transferred into this idea.
Michaela Hone
Intercom Team
Forum|alt.badge.img+1
The following idea has been merged into this idea:

All the votes have been transferred into this idea.

Agreed, high on our wishlist for improved Intercom functionality is:

  1. Quote text blocks - we quote legislation extensively in our replies and used this all the time in Zendesk.
  2. Sub-lists within lists - we commonly send very comprehensive instructions and these help enormously with readability and ensuring users actually follow all of the steps.
    • Hey look, even your community forum has this functionality! 


Oh look, the forum has quoted text as well:

Though it shouldn’t be automatically italicised, as often the quote itself may contain important italicisation, and commonly the quote line would be slightly indented (not just the text).

Would love to see this feature roll out! indenting for more dynamic lists would really help with formatting our emails so they are easy to understtand!

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