Hi Dear Intercom team:
After each platform update, our team's inbox column configuration is reset without warning. Every agent then has to manually rebuild their view from scratch.
Examples:
Before (my configured view):
User, Company, Subject, Activity, Description, Priority, [additional column cut off]
After (post-update, reset automatically):
User, Subject, Status, Activity, Description, Priority, Last active/assigned (with an unrequested sort applied), Team, Assignee
Since each agent configures their columns based on their own workflow, this reset affects the whole team differently.
Impact:
- Agents work with mismatched/inconsistent inbox views until each one notices and manually fixes it
- This isn't a one-off — it has happened after several updates, suggesting column configs simply aren't being persisted through releases
What we're asking for:
1. Inbox column configurations should persist across platform updates by default
2. If certain updates require a schema change that can't preserve settings, please provide advance notice in release notes.
3. An export/backup and restore option so we're not rebuilding manually every time.
Happy to share more screenshots or a screen recording if it helps reproduce this. This is a real friction point for any team running Intercom at scale.
Thanks!!!