It would be great to see the Intercom article editor evolve to better support longer, more structured knowledge content.
At the moment, articles work well for relatively simple content, but once they become longer or contain larger tables, videos, reference information or multiple sections, the authoring and reading experience can become quite limited.
A few improvements that would make a big difference:
More formatting options
Some additional formatting controls would help make longer articles easier to scan and understand, including:
- Underlining
- Font/text colour
- Highlighting
- More control over spacing
- Additional callout styles for notes, warnings, tips and important information
These do not need to turn the editor into a full publishing tool, but some extra flexibility would make it much easier to create clear visual hierarchy.
Collapsible / accordion sections
Accordions would be extremely useful for longer articles.
Rather than asking users to scroll through a very long page, content could be grouped into expandable sections so users only open the information relevant to them.
Ideally, content inside accordions would remain searchable and fully accessible to Fin.
Native video hosting
It would also be useful to have a way to upload and manage videos directly within Intercom Knowledge.
Currently, videos generally need to be hosted on a third-party platform before they can be embedded into an article. This adds another platform to manage purely for hosting content.
A simple media library could allow authors to:
- Upload videos directly
- Reuse the same video across multiple articles
- Replace or update a video without updating every article
- Add captions and subtitles
- Add transcripts
- Control access where required
Better tables
Tables are particularly useful for technical, reference and comparison content, but larger tables quickly become difficult to use.
It would be great to have options such as:
- Sticky/frozen header rows
- Alternating row shading
- Sort columns A–Z / Z–A
- Filter by column
- Search within a table
- Dropdown filters
- Freeze the first column
- Better control of column widths
- Cell alignment options
- Better responsive behaviour on mobile
For long lists or reference tables, being able to search and filter the data would be a significant improvement over manually scrolling through a static table.
Search within an individual article
For particularly long articles, an optional Search this article function would also be useful.
This would be different from Help Center search. If someone already knows they are in the correct article, they should be able to search within that content without relying on their browser's Find function.
This could be particularly useful for:
- Long reference lists
- Compatibility tables
- Error codes
- Product or feature matrices
- Glossaries
- Large FAQs
Better navigation for long articles
Additional navigation options would also improve the experience, such as:
- Sticky table of contents
- Anchor links
- Back to top
- Previous/next section navigation
- Direct links to individual accordion sections
- Section headings that remain visible while scrolling
Reusable content blocks
Reusable content would also be very useful for knowledge bases with a lot of articles.
For example, if the same warning, prerequisite, support information or standard explanation appears across multiple articles, it would be useful to maintain that content once and reuse it elsewhere.
Updating the source block could then update every article where it is used, helping reduce duplication and improve content governance.
Overall
As Intercom Knowledge becomes capable of supporting more substantial documentation alongside Fin, it would be great to see the article editor become more suitable for complex and long-form content.
The biggest improvements for me would be:
- Accordions
- Native video hosting
- Better table functionality
- Search within an article
- Richer formatting
- Better long-page navigation
These would make larger articles much more usable for both authors and readers, while reducing the need to rely on third-party tools or workarounds.