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    3164 Ideas

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    Serena EdwardsNew Participant

    Creation Date filter for ArticlesSubmitted

    You need to add a filter of “Creation Date” to the Knowledge Center and Articles page so I can filter out the new articles I just created versus the ones I just edited

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    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Ability to see an overall customer satisfaction average for each user and each companySubmitted

    Hello,It would be very cool if from the user page and from the company page you had a box that showed an average overall csat score from responses received from that user or that company.We would find this useful on the success/retention side of the business where we could get a quick snapshot of their satisfaction when doing a comprehensive overview of that particular user or company which may for example be leading into an interaction or response we need to approach with them.Thank you for your consideration.

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    Forum|Forum|1 year ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Mark Translations as ‘NEEDS UPDATED’ when a different main translation is updated.Submitted

    A help center could be able to assigned as a “Main Language,” that’s used for the brand. And then all translations would follow from that main language. The biggest need for us is a way to mark that translations need updated, after a major overhaul or update is made to the english translation. (We offer Portuguese, Spanish, French, and Korean, translations currently). It’s an insurmountable task keeping up with translations for brands, and knowing when an article needs to be updated. 

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    Trevor
    Innovator ✨
    Forum|Forum|1 year ago
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    Somansh AgrawalNew Participant

    Ability to hyperlink a smartlink directly in a tooltip label.Submitted

    It would be great to embed a Smartlink directly into the text of a label tooltip.

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    Forum|Forum|1 year ago
    Candyce
    CandyceNew Participant

    Intercom Mobile App Call FeatureSubmitted

    We just recently migrated from using Teams for calls to using Intercom. There is absolutely nothing I miss about Teams over Intercom EXCEPT for the fact I can’t make calls from the Intercom mobile app :( I think this would be fantastic additional feature for many of us “old fashioned” people who prefer the phone to the ear, rather than talking to our computer.

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    Forum|Forum|1 year ago
    Alex M.
    Alex M.New Participant

    Intercom Phone : Mobile App for Outbound CallsSubmitted

    Currently, the Intercom Mobile App lacks a dialer feature to initiate outbound calls using Intercom Phone. This functionality would greatly enhance customer communication by allowing users to seamlessly start outbound calls using Intercom Phone, without using the agents personal/native dialer.Proposed Solution: Integrate an outbound calling feature within the Intercom Mobile Application, enabling users to initiate calls directly from the platform. This could be implemented with a "Call" button available in conversation threads, customer profiles, or a dedicated dialer interface/button. Example : We will use Mark for this example, Mark uses the Intercom Mobile App to manage customer conversations, Sometimes Mark is away from his computer but needs to make a phone call to a customer/lead. Without Mark’s computer, he is restricted to only using chat for conversations to assist or he can pull the customers telephone number from the “People” tab and find their Telephone Number, If Mark clicks the telephone number, it pops up with a prompt to call the customer, Mark faces the trouble of calling the customer using his personal telephone number, Yikes.  

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    Forum|Forum|1 year ago
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    Bradley CoyleNew Participant

    Reporting Filter By Day Of WeekSubmitted

    Hi Intercom Team! I wanted to submit an idea for an additional filter to be used in reporting. It would be awesome to have the ability to set up reports and filter them by specific days of the week for a specific period of time. For example, be able to see how many conversations occurred specifically on Tuesday and look at the previous x number of Tuesdays or whatever day of the week the filter is set to. It would also be cool to be able to control how many previous weeks to look at while using this filter. Thank you for the consideration!

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    Forum|Forum|1 year ago
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    KylieNew Participant

    Team-level Default SLAsSubmitted

    It would be helpful to have the option to assign teams a default SLA. In our instance, we are using outbound chat notifications and although we can automatically assign a team if the user responds via the UI, to apply the SLA we have to ensure a separate workflow is configured. The “user has replied to chat” condition reflects if they have ever previously replied to the chat, making the workflow configuration not as straight forward. We ended up having to use a combination of a new workflow + a webhook to get this configured.

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    Forum|Forum|1 year ago
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    Bradley CoyleNew Participant

    Previous Week FilterSubmitted

    Hi Intercom team! I wanted to share an idea for an additional filter for reporting. We would love to see a filter that allows to segment reporting for the previous week. As an example to set this filter and see the data for whatever report for the previous week (either Monday 2/10/2025 - Sunday 2/16/2025 or Sunday 2/9/2025 - Saturday 2/15/2025). I know there is a filter for “Past Week” that captures the last 7 rolling days, but it would be a huge benefit to have a filter that would segment the previous week, rather than be a rolling 7 day filter. Thank you for the consideration!

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    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Ability to easily remove a tag from a tracker ticketSubmitted

    Hello,Kindly requesting a way to remove a tag from a tracker ticket.I was informed of instruction on how to do this through API but it was quite complicated.If there is an easier way to update tagging on a tracker ticket, that would be great.For reference, we have a tag called “waiting on customer”. I used this as we were waiting on customers to confirm if a fix worked for them. If they don’t respond for a period of time, automations will run remind the customer that we are waiting to hear back from them. In this example, some conversations continued with customers and therefore I would like to remove the tag. Without this, the automations run and the customer is confused.Thank you for your consideration.

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    Forum|Forum|1 year ago
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    amelageckoNew Participant

    Support displaying custom lifecycle stages in the HubSpot appSubmitted

    Currently, only the default lifecycle stages display correctly in Intercom inbox (the apps sidebar) when using the HubSpot app, since their internal id is text.But any custom stages get a numerical id and this id gets displayed instead: 

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    Forum|Forum|1 year ago
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    KoulaNew Participant

    Reporting for Side conversationsSubmitted

    Would love to see functionality for reporting on the number of side conversations created and total touches on side conversations

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    Forum|Forum|1 year ago
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    jessicalNew Participant

    Send Alert to team when Macros are created/editedSubmitted

    When a macro is created or edited, there can be an option to send an alert to the greater team

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    Forum|Forum|1 year ago
    Sam M13
    Sam M13Connector

    Able to save Tickets as DraftsSubmitted

    Sometimes bug tickets take a while to get fully filled out and currently there is no way to save these to work on them over a period of time. Also, we found that when we accept a phone call, if we are working on submitting a ticket, the ticket disappears and we have to start all over. It would be great to be able to have these tucked away in a Draft where we can open it up and finish it up after the call. 

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    Sam M13
    Forum|Forum|1 year ago
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    Zhenghui XiaNew Participant

    Can the font on the application be fixed to a certain size without changing with the font changes of the Apple/Android systemSubmitted

    We used intercom in the app, but our app fixed the font size. The user modified the system font, which caused our app font to be inconsistent with the intercom font. Can you provide a setting for intercom to read font settings when the app loads

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    Forum|Forum|1 year ago
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    Karly B.New Participant

    Separate mentions sectionSubmitted

    It’s awesome that we now have the ability to mention an entire team versus an individual, but it gets a bit confusing in the mentions section when you are part of more than 1 team. It would be great to have an individual mentions section as well as an @team mentions section to help differentiate between the two. 

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    Forum|Forum|1 year ago
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    Vlad LConnector

    Changing the Unsnooze Behavior of a Conversation with a Linked TicketSubmitted

    Hi everyone! :)I’d like to propose a change to the unsnooze behavior of conversations when a linked ticket is involved. Current behavior:At the moment, any activity in a back-office ticket triggers the unsnooze of its linked conversation.Proposed Behavior:The snooze/unsnooze state of a back-office ticket, along with changes to its status, should not affect a linked conversation that is in a snoozed state. Conversations should wake up based on cross-post notes (primary trigger) or the closure of the linked back-office ticket (secondary trigger):What should not wake the conversation:Snooze/unsnooze of the back-office ticket. Status changes (e.g., Submitted, In Progress, Awaiting Provider, etc.).Primary trigger from the back-office ticket to wake the conversation:Cross-post notes.Secondary triggers (these events should ideally already include cross-post notes):Transition to the "Resolved" state. Closure of the back-office ticket.P.S. This is essentially the same logic applied to tracker tickets. If I’ve missed any relevant triggers, feel free to share them with me!This change would prevent unnecessary re-openings of conversations where the chat agent’s attention isn’t required. The ideal solution would be to allow for manual toggling of the expected behavior.  An example from our experience We use back-office tickets to escalate issues to other teams. For example, the Second Line team, which handles more complex technical issues and communicates with third parties.Here’s how the process works: On the first line: Client inquiry → Chat agent’s work → Escalation (creating a back-office ticket) → Waiting for resolution (chat snoozed). On the second line: The ticket enters the queue (Submitted) → The ticket is assigned to a responsible team member (In Progress - wakes the chat for the first time) → The Second Line investigates the case and sends an additional request to the third party via a side conversation → Waiting for a response (Snooze - wakes the chat a second time) → Third-party response arrives (Unsnooze of the back-office ticket - wakes the chat a third time) → Additional email sent (Snooze - wakes the chat a fourth time) → Another third-party response (Unsnooze - wakes the chat a fifth time) → Resolution is reached, and a cross-post note wakes the chat correctly. Throughout this process, the chat agent repeatedly re-snoozes the assigned chat because the triggers for contacting the client are:A clarification from the client. The ticket resolution. Deadlines requiring us to reach out to the client to update them on their request.Additionally, the ticket-sharing functionality allows us to share the current ticket status with the client, along with sending automatic email notifications. All of this can happen without the involvement of the overwhelmed chat agent who constantly has to click "Snooze." 😅 The more actions taken on the back-office ticket, the more times they have to click. Thank you for looking into this!

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    Forum|Forum|1 year ago
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    Bradley CoyleNew Participant

    Reporting Filter By Day Of WeekSubmitted

    Hi Intercom Team! I wanted to submit an idea for additional filtering feature. It would be awesome to see an option or even be able to create a custom report based on the specific day of the week. For example, set up a custom report and add a filter to see how volume has been specifically for Monday, and have the ability to compare how the current Monday compares to the previous X number of Mondays and so forth. Thank you for the consideration!

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    Forum|Forum|1 year ago
    Sam M13
    Sam M13Connector

    Treat Callbacks as the same Inbound CallSubmitted

    When a customer receives a Callback, it is being added to our Outbound calls, doubling our reporting. It should be considered the same call and operate as an Inbound call.

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    Sam M13
    Forum|Forum|1 year ago
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    User2149Active User

    Phone - Change phone number for outbound callSubmitted

    Hello, When I update a user’s phone number in their phone attribute, outbound calls still use the old number instead of the new one. I expected the outbound call to use the updated number. It would be great if this could be addressed.Cheers,Levi

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    Sam M13
    Forum|Forum|1 year ago
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    Elisa Lo IaconoNew Participant

    Recent Activities box within HomeSubmitted

    When configuring outbound no-reply posts (which clients can react to but not reply), these are currently stored in the Messages section of the Intercom Support Bot. It would be beneficial if they could also appear in the 'Recent Messages' box on the Home Page. The issue is that these are considered posts rather than traditional messages, hence why are not showing there. To address this, a 'Recent Activity' box could be introduced to display both recent messages and posts seamlessly. This way, we can ensure that new posts are still being featured on the home section even after the user has clicked on them for the first time..

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    Forum|Forum|1 year ago
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    BryanNew Participant

    Revert a customer back to the chatbot FinSubmitted

    We would like to have the option to revert a customer back to the chatbot Fin. Sometimes the question the bot can’t handled is followed by a question the bot can handle. I would like to get an option to revert the customer back to Fin without having to ask the customer you can open a new chat.

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    Forum|Forum|1 year ago
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    Scott ChristiansonNew Participant

    Append Article Back-link or ID in Help Center Login URLSubmitted

    When specifying the login URL for my gated help center articles, I would like the ability to use string interpolation or similar technique to add the article ID to the query string. Then, after they’ve logged in with my app, I can redirect back to the article they were trying to view before. Or possibly what would be better is to have the chat automatically open and ask them if they’d like to return.

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    Forum|Forum|1 year ago
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    GBS Tools & TechNew Participant

    Duplicate custom answersSubmitted

    Could we have a button to duplicate a custom action? That would be very helpful

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    Forum|Forum|1 year ago
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    AnuradhaNNew Participant

    Any way we can create a link to the ticket form on Intercom and send to a client on Slack ?Submitted

    We use different platforms for bigger clients such as Slack. We are working on making that better , however it would be great to take a link to a ticket form and help our clients log an issue on Intercom. 

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    Forum|Forum|1 year ago

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