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    3164 Ideas

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    Ehsan KhalilNew Participant

    Intercom Desktop App for Enhanced ProductivitySubmitted

    I’ve been using Intercom extensively and absolutely love its capabilities!However, I believe a desktop app could significantly enhance the experience, especially for teams handling real-time conversations.Some key benefits a native app could bring:✅ Faster performance – No browser constraints, reducing lag during busy chat sessions.✅ Persistent notifications – More reliable alerts, even when the browser is closed.✅ Better multitasking – Avoids accidental logouts or lost tabs, keeping conversations accessible at all times.✅ System integrations – Potential for quick-reply shortcuts, hotkeys, and smoother call handling.Given how critical responsiveness is in customer communication, a desktop app could be a lifesaver for support and sales teams juggling multiple conversations daily!Would love to hear if this is something on your roadmap. Thanks

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

    Attribute Idea: SignatureSubmitted

    When using macros across the team it would be great if it could automatically add the name of the person using the macro and not the author (The person who created the macro) 

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    Forum|Forum|1 year ago
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    PhilippHooNew Participant

    Multi-Brand support for WhatsApp IntegrationSubmitted

    WhatsApp Channel should also support the new deeper Multi-Brand integration. The problem:Multi-brand now already auto-detects the correct brand to use in customer interactions based on the email address (for email) or based on the domain (for messenger). Only in WhatsApp it is completely blind and does not know what brand this conversation is about, which leads to various disadvantages in handling these conversations.  The solution:As companies that operate in a multi-brand environment usually also operate multiple WhatsApp numbers for each brand, the most straight forward solution would be that in Brand Setup you can also assign a Default WhatsApp number to a brand, just as a default email address. Alternatively you could also add this setting to the whatsapp settings and select a brand on the setup of a specific number.

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    Forum|Forum|1 year ago
    Will P
    Will PNew Participant

    Intercom Ticket to Salesforce CaseSubmitted

    We’re currently bringing Intercom Conversations into Salesforce and love it. Last year we began leveraging Intercom Tickets for a lot of our back office workflows and also love it.  We’ve even begun building more and more use cases for Intercom Tickets - so we’re true adopters of this relatively new feature/product. The downside is none of these Intercom Tickets are making their way back into Salesforce for full visibility.  The account owners have no idea these tickets are being created and we’re not able to attribute these to health scores or playbooks in our CS tools. My ask is for there to be a way to link Intercom Tickets to Salesforce Cases. Such that we’re able to associate Intercom Statuses with Case Statuses, sync custom fields, link comments to chatter, etc. This would be hugely beneficial to our org because today we’re dealing with a black box.

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    Will P
    Forum|Forum|1 year ago
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    Julia FinomNew Participant

    Removing neutral 😐 CSAT from negative in the overall CSAT calculationSubmitted

    Customer feedback suggests that the neutral face emoji 😐 is often interpreted as simply "okay" or "average," rather than negative. Many customers use it to indicate a satisfactory but unremarkable experience.Is there anything we could do in that matter? For instance, removing the neutral score from the overall calculation completely, similarly to how NPS is calculated. If neutrals are treated as mildly negative, the overall CSAT score might be artificially deflated. This can lead to a misrepresentation of overall customer sentiment. Removing neutrals could actually provide a more accurate picture of how many customers are genuinely happy.The actual point is not to ignore neutrals in the overall CSAT score calculation, but rather track them as a separate metric. This would allow us to monitor the percentage of neutral responses over time and identify trends. A rising number of neutrals could be a warning sign, even if the "positive-minus-negative" score looks good.I’m open for discussion and some suggestions here!Thanks!

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    Forum|Forum|1 year ago
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    Morgan DeanNew Participant

    Internal Team chatSubmitted

    Being able to create a team chat box or internal messaging tool would be super helpful when sending questions or information to other teammates.

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    Forum|Forum|1 year ago
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    Ate FokkingaNew Participant

    Multiple Email SignaturesSubmitted

    Our company has multiple teams using Intercom. We’d like to be able to use separate signature templates for each team. This is because we want to include an image that is different per team, not something we can currently do with dynamic signatures.

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    Forum|Forum|1 year ago
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    Naveen KatariNew Participant

    Duplicate Help Title Displayed in Intercom SDK UISubmitted

    After updating to the latest version of the Intercom iOS SDK, we noticed that the "Help" title is appearing twice on the support screen, as shown in the attached screenshot.This seems to be a UI issue within the SDK, as we do not have access to modify this behavior on our end. Could you please investigate this and provide guidance on how to resolve it?Steps to Reproduce:Open the Intercom support screen in our iOS app. Observe that the "Help" title appears twice at the top. SDK version 18.5.0

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    Michaela Hone
    Forum|Forum|1 year ago
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    Luis CarrascoConnector

    Lite seats can change back-office ticket's statusSubmitted

    Currently lite seats can only comment on a back office ticket. Still, we need that people who’s not working customer facing but collaborating can close the back office tickets and change status, like it was a Jira task or an Asana tasks.  does not make sense to give a full seat to someone who’s not going to reply to customer, just work on back office tickets. pleaseeeeeAlso have access to an inbox for back office tickets only. 

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    Forum|Forum|1 year ago
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    Ash EdwardsNew Participant

    Product Improvement Suggestion: Jira for Tickets IntegrationSubmitted

    Product Improvement Suggestion: Jira for Tickets IntegrationIssue:Currently, all tickets created via the Jira for Tickets integration in Intercom are assigned in Jira under the name of the person who installed the integration, rather than the agent handling the Intercom ticket.This creates two key problems:Notification Overload: The installer of the integration receives a flood of Jira email updates for tickets they are not actively involved in. Confusion for Jira Responders: Since tickets are created under the installer’s name, rather than the actual Intercom assignee, Engineering teams find it difficult to track the correct point of contact for each issue.Workarounds & Challenges:We explored using the Reporter field as a workaround, mapping the Intercom assignee to the Jira reporter via parameterized configuration. While this did help clarify ownership, the Jira tickets were still technically created by the integration installer. This led to:Confusion among Engineering teams about who was responsible for the issue. Lack of Jira email notifications for the actual reporter, further reducing visibility.To mitigate the notification issue, we’ve set up workflows to push Jira updates back into the related Intercom conversation. While this helps keep our agents informed, it doesn’t solve the manual effort required to escalate issues between departments.Proposed Improvement:We would like to see an enhancement that allows Jira tickets to be created under the name of the assigned Intercom agent rather than the integration installer. This would:Reduce unnecessary email notifications for the installer. Improve clarity for Jira responders. Minimize manual copy/paste efforts for agents, ensuring a smoother, more efficient workflow.Leveraging the integration for single-click ticket creation—while ensuring the correct agent ownership is reflected—would allow us to use the integration to its full potential.

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

    Prevent Conversations in Switch from having the "Back" Button VisibleSubmitted

    It is a rare situation, but we have found that when customers are coming to us through Switch, the option to hit the “back” button at the top of the interaction has resulted in confusion in our customer journey. We don’t always know who the person is (if they’re not a User, they’re a Lead or a Visitor) so we can’t personalize the situation in any way, and the Brand Management tab is limited (we have to show them a Help Center, but our Help Centers are all targeted to personas -- not generic). We’re also seeing people navigate away from the conversation, which is leading to duplicate comms or other confusion from our customers who are not “staying” in the experience designed: that they got a text to start a conversation, and need to stay in one space to maintain that conversation.So ideally: if someone is coming to us through Switch, we want them to stay in the interaction / Conversation was opened up and maintain that as the direct area of interaction without giving them the option to “break away” from it.

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

    Add a useable native attribute around how many conversations a customer has openSubmitted

    Currently in the Messenger feature, there is a function that allows us to “Prevent users from having multiple inbound conversations”. However, the conditional operators we can use for this are pretty limited. I would want to be able to set a threshold of exactly how many open conversations someone can have.For example: sometimes, if a user is not getting the answer they want, they will just repeatedly open up new conversations until they talk to someone who can give them the answer or experience they desire. This is difficult because, based on how they get routed after talking to Fin or going through a workflow, they could end up with multiple different teams. Those individuals are all trying to solve a problem from a different angle. It would be great if there was more nuance to allow us to catch this behavior. It’s maybe fine to have 1 or 2 distinct conversations, but if someone is veering on 3 or 4 conversations all opened up in a short time frame because they’re escalated, I would want a more native solution as to how to “catch” that this behavior is happening (as opposed to having our reps catch it, escalate, and we have to come up with a creative block situation).

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    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Tracker Ticket - Easy sightline to customer messages sentSubmitted

    Hello,I wish that when you are in a view of the tracker ticket in the Inbox, that you could easily see the customer messages that have been sent out about the tracker. For instance, if I message all the cases with some information, I’d like to be able to see that message (or multiple messages sent out) from the tracker ticket view.Currently if I want to see what the message said that was sent out, I have to click on the customer reports and then select one of the customer reports and then review the conversations throughout to be able to see what was sent.Let me know if I am missing anything though!(While I’m making notes about the tracker ticket view, we use the Jira integration, so it would be amazing if I could see the Jira that is linked to these issues from the tracker ticket itself versus clicking into individual cases.)My work around right now is to copy information into the notes section manually for now.Thank you.

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    Forum|Forum|1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Enable custom actions exclusively for workflowsSubmitted

    Currently, custom actions are available in the settings to Fin or workflows and helpdesk.We'd like to add actions that are available only in workflows and cannot be accessed through the helpdesk. This would help us prevent teammates from manually activating specific actions in the helpdesk.Separating these two options in the custom action usage setting would be very beneficial.

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    Nurit
    Innovator ✨
    Forum|Forum|1 year ago
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    Brent FairNew Participant

    New filter options when using drill-inSubmitted

    When I’m using the Drill-in feature. I would love to be able to filter if we have the user email/phone. I love to be able to filter if we have either, but filtering by one or the other wold also work. This will help clean up the reports I export.

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    Forum|Forum|1 year ago
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    ShonNew Participant

    Set As Away-Add a Additional OptionArchived

    Set As Away The current statuses under “Reason” include ‘Coaching,’ ‘On A Break’, ‘On Lunch’ etc. I would like to suggest to have a additional option for “Researching.” (Or something similiar) 

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    Forum|Forum|1 year ago
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    Serena EdwardsNew Participant

    Use AI to help keep support articles updatedSubmitted

    Use AI to keep support articles updated. We have 700+ articles and it’s really difficult to keep them updated (one person updates them). If there was a way to search for keywords in the article and then list the articles then be able to tell AI what to change and it can change it in all of them. Or at least help organize the articles to be updated. 

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    Forum|Forum|1 year ago
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    John DoeNew Participant

    Keep Original Formatting of Received EmailsSubmitted

    We receive quite a lot of emails with HTML templates and various formatting. Unfortunately, at the moment, Intercom removes many styles and tags, which breaks the original email structure and makes it much harder to work with. It is very important that the original structure and formatting remain unchanged.

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    Forum|Forum|1 year ago
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    Lucia Burin SestakovaNew Participant

    Search Articles without CollectionSubmitted

    We have articles that we don’t want to show in collections (for various reasons) but we do want them to be searchable. Currently this is not available and sharing the direct URL is not feasible as it counters the self-service aspect of the help center. 

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    Forum|Forum|1 year ago
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    Brooke FodorNew Participant

    Add a Checklist step to WorkflowSubmitted

    It would be so helpful to add a Checklist as a step option in a Workflow. Currently, we are adding the URL to the workflow. The issue with this is when they access the URL it removes the users work on their current page. We would like the checklist to open with no page change occurring. 

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    Forum|Forum|1 year ago
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    Jeff LeppinkNew Participant

    Feature Request – Simple Homepage with Wiki-Style Organization for ArticlesSubmitted

     It would be beneficial to introduce a simple homepage that provides a structured, wiki-style organization for both internal and external articles within Intercom (beyond what is possible with folders). This would improve content discoverability by allowing users to easily access relevant information. An articles homepage with a categorized layout and clear sectioning would enhance efficiency, making it easier for teams to find and manage key resources.

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    Forum|Forum|1 year ago
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    Jeff LeppinkNew Participant

    Feature Request – Enable Commenting on Internal ArticlesSubmitted

    It would be great to see an optional feature that allows users to comment or ask questions directly on internal articles. This would facilitate knowledge sharing and engagement. You could also incorporate an upvoting system for comments and questions would help surface the most relevant and useful contributions.

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    Forum|Forum|1 year ago
    Nathan Sudds
    Top Expert ✨
    Nathan SuddsTop Expert

    Fin AI Improving Spam FilteringSubmitted

    Building on the AI Categorization Beta it would be very interesting to see Fin AI involved in spam detection as it seems in some cases very obvious spam makes it through into the Intercom inbox of teams we are working with and also sometimes messages that are from clients also make it into the spam folder.  Even worse if Fin doesn’t recognize it as spam and starts communicating with the spammer and then you are paying for that engagement.   I was wondering how Fin might help with this process:  Detect it may be spam and indicate it with summary of why it thinks it might be spam  Not engage with the potential spammer until confirmed that it’s not spam  Marks it as spam and updates rules to block similar future spam  Learns from similar activities across thousands of Intercom inboxes to improve on it’s ability to detect spamAlong with this it would be great to have a way to clean the spam inbox when needed, so after checking it for false/positives you can clear the box to prevent having to review the same messages again.  Being able to force empty the spam folder it will help a lot with planning a schedule to process and clear. 

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    Nathan Sudds
    Top Expert ✨
    Forum|Forum|1 year ago
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    ambazsaliNew Participant

    Add "On a Call" availability mode for teammates and automatically apply it when they're on a callSubmitted

    It would be extremely helpful to be able to distinguish in Workflows between teammates being unavailable because they’re currently on a call, and teammates being unavailable because they’re away. While a teammate was on an active call, their availability would automatically change to something like “On a Call.” This would allow us to tailor our Workflows to handle these two very different types of unavailability.Use case: if all teammates are talking with callers, we want subsequent callers to be put in the queue and be put on hold. But if all the teammates are away--for example, if everyone’s in a meeting--we don’t want callers to go to the queue--we want them to get the VM or callback options right away (as with our off-hours IVR). Currently, if all of our teammates are unavailable to take calls during office hours, callers will unnecessarily have to sit on hold for the designated amount of time before being offered the option to leave a voicemail or get a callback. But if this idea were implemented, we could send people to VM if the teammate’s status is “Away” but send them to the queue if the teammate’s status is “Talking.”

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    Forum|Forum|1 year ago
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    david meakinActive User

    Bulk upload of articles into the help centerSubmitted

    I’m not sure why this isn’t currently a thing to be honest as it seems so obvious. Why don’t you have a bulk upload tool for the help centre so we can make large numbers of files available publicly without having to create one article at a time. This ability has only been reserved for the knowledge base which is useless for the publicly facing articles. This would also be another source for the customer fin to learn from and reference. 

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    Forum|Forum|1 year ago

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