Intercom mobile app

We especially need tickets visible in the app. 

Absolutely 100% agree, the mobile app needs to be much better.

@IntercomCustomer @Rob Bathgate Jennifer here from Intercom, we have made some improvements to Intercom mobile over the last while. Has this covered what you're referring to?

https://www.intercom.com/changes/en/2109-add-images-to-mobile-push-messages

https://www.intercom.com/changes/en/44744-intercom-conversations-mobile-app-now-supports-saml-sso

If not, could you elaborate?

Hi @Jennifer K 

Unfortuantly no, adding images to push notifications and SSO is far from the improvements it needs.

If I was to elaborate, I’d be here for hours. The features are massively lacking (tickets for one, but just compare desktop with mobile and you’ll get a massive list), it’s very buggy (message previews are often wrong, not the actual message it’s related to) and the general UX is really poor.

Hey @Rob Bathgate 

Thanks for the reply above! I have forwarded your feedback to our product engineering team, and hopefully we can see improvements on the mobile app in the future.

@aykut.aydin Maybe you should also check the extremely bad reviews of your iOS app (same for Android). According to changelog in iOS App Store you have not improved anything or added any feature in the past two years.

It took me some weeks and many dozens of attempts or so until I could successfully login into the App. 2fa has to be enabled, but nobody says you. Even when its enabled you get some weird errors like “NON_2FA_ERROR”. App says on login a confirmation mail will be sent to verify login, but the mail never arrives. I even dont know how I could login now, maybe the moon was right or something.

Hi @Rob Bathgate @Christian Leo @Jules R @IntercomCustomer thank you for your feedback. Just to let you know, since this idea has so many upvotes and got in the top 20 most-voted product ideas, it was shared with the product team. 

The top 20 most-voted community product ideas are now officially part of the product roadmap resources. More information on that can be found here.

I will make sure to follow up with the product team on that and share your feedback.

Also, based on the previous reply, @aykut.aydin confirmed that this feedback was also shared with the relevant team.

Hopefully, this will help improve the experience 🙌

Hi @Jules R @Rob Bathgate @Christian Leo (and other community members who voted on this thread)

Andrea here from the Intercom R&D Product team. I also really appreciate the feedback and understand the frustration with the mobile app.

We regularly review usage and pain points for the mobile and web apps to help us decide which areas to prioritise for upcoming R&D efforts so all your feedback is invaluable in helping to steer those decisions.

I recognise there are a lot of improvements we could make to the mobile app. The reason we’re not focusing on those at the moment is because we’ve seen in our latest analysis that just now there is greater usage & stronger demand for improvements to the core web app. Therefore, for now, we’re continuing with the approach of focusing product improvements on the web app, and keeping the mobile app in ‘maintenance mode’ i.e. planning to resolve only severe widespread issues rather than build new features into the app. 

As part of that maintenance work we recently invested in building SAML SSO (to enable a subset of customers to log in and use the app) & fixing major defects impacting notifications / badging for EU and iOS customers. We’re continuing to monitor for other major bugs or issues.

We continually listen to what customers need to help us understand which are the most impactful areas to improve so, even with the conversations app in maintenance mode right now, it’s still super helpful for you to share specific asks to help us understand where the biggest pain points and opportunities to improve are e.g. I’m interested to hear - out of the latest web features missing from the mobile app, which would benefit you most on mobile and why?

Many thanks

@Andrea Nagel Curious about these decisions to keep the mobile app in maintenance mode -- does the usage you are seeing get skewed by how outdated the mobile app currently is?  For example a lot of people might not use it for reasons not related to interest in using it but lack of support for day to day functionality. 

I’d love to add my support for attention to the mobile app if not in the native form but at least making Intercom support responsive versions in the web app as well for phone and tablet modes. 

This would give teams more flexibility to offer support from anywhere even if they aren’t at a desk on a laptop at the moment.  

This thread being popular is most likely just a small representation of the interest in this and the ratings plus outdated feel of the current mobile app could reflect poorly on Intercom.

It would be great to at least integrate some of the newer features of Copilot and Fin AI with the AI first approach not being accessible on mobile unless you load it in the browser and even then in the mobile web with touch interface there’s a variety of things that aren’t ideal currently with the web app interface. 

Generally speaking mobile apps and desktop apps for the day to day interaction stuff are much better when there’s feature parity but with how powerful Intercom is, I can understand that not all the features will be available on mobile -- it would feel good to know that customer support agents could have access to the latest tools for support though at the very least. Similar to Slack, most of what you need for day to day interaction is there, but if you want to customize something or configure things, it usually takes you to the webapp to do that. 

convert a conversation to a user ticket from the app is also a needed function. I just switched from Zoho sales IQ to Intercom. Their app is way more advanced, for someone like me who is on the road a lot this is a function I really need. I know I can convert all conversations to tickets, but that’s not a sollution.

Being able to accept a phone call via the app without the phone screen being on would be a game changer for on call folks! 

It’s missing to many key features like add and see tickets, send to a new email adress like ordinary email app. 
And add phone so we can make and receive calls on the mobile app.

I have made requests before I saw this.

Yes, then we finally can move to intercom fully.

If you can also add the ability the zoom in on images sent by customers that would be great!

What is the status on this? 
I think this it a important thing that needs to be fixed.

https://community.intercom.com/ideas/phone%2Dcalls%2Din%2Dmobile%2Dconversations%2Dapp%2D8676

Please allow agents to take phone calls through the phone app. 

We use conversation attributes that are required in order to close conversations.

At the moment, conversation data attributes (CvDA) are not visible in the mobile app, which makes them unusable for our workflow there.

As a result, we’re unable to close conversations from the mobile app when these required fields need to be filled in.

For teams working remotely, the mobile app is an important part of staying responsive and keeping track of conversations. In our case, it’s challenging that we need to log into the web app on mobile just to complete a simple action like closing a conversation.

It would be great to see the mobile app aligned more closely with the functionality available in the web app, especially around required conversation attributes.

It is 2026 and we don’t have a good Intercom mobile app. 

The app is so bad I cannot use it - shocked that people have asked for tickets to show on the app and they still don’t after 2 years!

On a basic level, I'd like to be able to see tickets, and I'd really like to be able to see my specific views that I have saved. It would also be good to be able to add attachments on a mobile at the moment you can only add a photo, recently I needed to add a CSV and because the app usage was so poor I had to pull out my laptop in the middle of a train station.

We need to be able to see Tickets in the app - Usually agents replying to conversations are working from a computed, but people replying to a BO ticket, might be on the road, a lot of them are from other teams like operations/sales/finance etc… 

Limitations we have just encountered since we just switched:

• Macros not performing actions, we use this to close tickets, change attributes, and move them to other teams.
• Photos, video seem to not work very well compared to the web.
• Can’t see or edit attributes
• Can’t use created views

Our “workaround” is login to the browser on the phone, it seems to work enough but not ideal when there is supposed to be an app available.