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    Sara BodellNew Participant

    Feedback on Expandable Sections in Help Center ArticlesSubmitted

     Hi Intercom Team,I wanted to share a couple of small but impactful usability issues I've encountered when editing articles that use expandable sections: Heading Format Reset: When pasting content into an expandable section, it automatically converts the pasted text into an H2 heading, regardless of the original format. This forces me to manually reset each section to the appropriate heading type every time, which slows down the editing process. Sections Auto-Expanding on Edit: After saving an article and then clicking "Edit" again, all expandable sections reopen by default. For articles with many sections, this makes it difficult to quickly pick up where I left off. It would be a huge time-saver if previously collapsed sections remained collapsed or if the editor could remember the scroll position and state of the sections. These are minor adjustments, but resolving them would really streamline the workflow and improve editing efficiency.

    0
    1 year ago
    Brendan PooleNew Participant

    Ability To Delete/Edit Company and People AttributesSubmitted

    It would be great if we could edit or delete company and people attributes. In cases where you incorrectly used an attribute name on a people attribute you meant to use on a company attribute that would help a bunch! If you create one incorrectly in one place (people attributes) you cannot recreate it under company attributes.   

    1
    VIM
    1 year ago
    Jason SchleifNew Participant

    Keep Voicemails as part of phone workflows and do not treat them as conversationsSubmitted

    We have a team that will rotate between phone calls and chats. Everyone is part of the phone inbox but they switch themselves to conversations only when they are not scheduled to be part of the phone calls. We have found that if all agents on the phones are not available, the VM will then route to anyone on the team even if they are not set to accept phone calls as it seems VMs are treated more like a conversation.We would like it, and it would seem to make sense, that a VM stays only with those agents that are on the phones and continues to deliver to those agents when they do become available rather than go to someone who should be dealing strictly with chats

    0
    1 year ago
    Jolie KreschNew Participant

    Configure "Get more help" with custom phraseSubmitted

    Currently, “If you chose not to set expectations for human support, the button will say "Get more help" regardless of the options selected above.”However, we would like to be able to customize the copy here to instead say something of our choosing like, “Open a support ticket.”

    0
    1 year ago
    Yifan DongNew Participant

    Improvement to KnowledgeSubmitted

    When you have an article open, I would like the browser tab of the article to display the title of the article you’re editing. This would make editing multiple articles at the same time easier, so you can see what each tab’s article is about.

    0
    1 year ago
    Valerio ChangNew Participant

    Show the ticket state fully - showing only "Waiting on..." is not clearSubmitted

    Can the "Ticket state" on the "Ticket portal" be widened to show the status fully?Currently users can only see the red "Waiting on..." without seeing the crucial information of who it's waiting on.Ideally it would fully show “Waiting on customer” or “Waiting on you”.  

    0
    1 year ago
    Evelien FostierNew Participant

    Labels for ticketsSubmitted

    Hi team,  The support team I work for handles a lot of tickets about various topics. It would be so handy if we could label tickets with either color or symbols. So everyone can see/ have an indication about what the ticket is about. This would save us a lot of time, because otherwise everyone has to read the tickets. With the labels we could also work with an urgency system. Thank you! 

    0
    1 year ago
    Alexandr KalikaNew Participant

    Language Support Request for AI Autotranslation Flow in Multilingual Workflows [Beta]Submitted

    Hi Intercom Team,We’d like to request support for the following additional languages in the AI autotranslation flow within the Multilingual Workflows [Beta] feature: ak-GH (Akan) – Native language for over 43% of Ghana's population. bem-ZM (Bemba) – Spoken natively by approximately 33.4% of Zambia’s population. yo-NG and ha-NG (Yoruba and Hausa) – Together, these represent over 50% of native speakers in Nigeria. so-SO (Somali) – The native language of Somaliland (~98% speakers). ky-KGZ (Kyrgyz) – The official language of Kyrgyzstan, spoken by at least half of the population. zu-ZA (Zulu) – One of the most widely spoken languages in South Africa. Adding support for these languages would significantly enhance our ability to provide inclusive and effective customer support across key regions.Looking forward to your feedback!Best regards,Alex from Swoo

    0
    1 year ago
    Peter LudwigNew Participant

    Suggestions on making a new branchSubmitted

    While I am setting workflows, I found there is no branch that can tell if a conversation is linked to a ticket. Since not only customer-tickets is used, I think it would be helpful too add such condition in the branch. So we could set more automation for different conversations. 🙏

    0
    1 year ago
    JackNew Participant

    Exporting Errors for Importing CSVSubmitted

    When importing users/leads via CSV for tagging, if the import has more than 10 errors, we're unable to view the specific rows that caused those errors. This limits the ability to quickly identify and fix issues in bulk.It would be better if we could export the rows that failed during import, ideally in a CSV format with error details per row. We could then:Review exactly which users/data rows failed and why. Correct the issues in the exported file, or add more data for more accurate mapping.  Re-import the corrected file to complete the process.

    0
    1 year ago
    LennardNew Participant

    Teammate AliasIn Beta

    Hello there,In many other Customer Service and CRM tools, team members can set aliases to avoid using their real names, but internally have their original names for tracking purposes. This would especially be beneficial for outgoing emails, too, as currently you’re only able to use either the intercom-mail or the mail-address you needed to sign up with.It would be great to have such an option at Intercoms “Help Desk” (Inbox) too, so that we can offer more privacy to team members but not have to keep tracking of the aliases in another space.

    9
    1 year ago
    Zeek BurnhamNew Participant

    Merge tags as you merge conversationsSubmitted

    I would it if you merge a conversation the tags that have been tagged on one conversation get tagged to all conversations 

    0
    1 year ago
    Fabio SeminarioNew Participant

    Ability to configure the Summarize Conversation option in AI Compose featureSubmitted

    It would be nice if we could configure the Summarize Conversation option in the AI Compose feature.For example, what headings to include in the summary etc.Apologies if this is already a feature. Thank you!

    1
    1 year ago
    Dennis StechNew Participant

    Feature Request: Enable Export of Date-Type Custom Conversation AttributesSubmitted

    Hi Intercom team 👋At the moment, date-type custom conversation attributes can be used when building workflows, but they are not available in the export section for conversation data. Only boolean versions of such attributes appear as options.This creates a limitation for reporting and analysis, especially when trying to filter by specific months or calculate time-based trends (e.g. “longer than 30 days”).Request: Please enable the export and filtering of date-type custom conversation attributes to support more flexible and insightful reporting.Thanks a lot! 🙏

    0
    1 year ago
    Dennis StechNew Participant

    Feature Request: Track Original and Final Team Assignment for ConversationsSubmitted

    Hi Intercom team 👋We’d love to request a feature that allows tracking of the original team inbox a conversation was assigned to, in addition to the final team inbox it was reassigned to or closed under.Currently, the "Conversations reassigned" metric only shows where the conversation ended up, but not the original team it was routed through. This makes it difficult to analyze routing paths, understand handovers between teams, and evaluate inbox assignment efficiency over time.Request: Please enable tracking of both the initial and final team assignments for each conversation. This would help us: Analyze team routing patterns Identify bottlenecks in assignment processes Improve workload distribution and capacity planning Thanks for considering this! We'd be happy to be notified if this gets picked up 🙌

    0
    1 year ago
    Emma SpencerNew Participant

    Export option for Knowledge ArticlesSubmitted

    I would love it if there was a way to export knowledge articles written in Intercom.As our knowledge base grows it becomes increasingly difficult to manage our articles in Intercom and we really need a way to manage these assets externally We are looking into how to use API to do this but it would be fantastic if this fundamental function was included in Intercom

    0
    1 year ago
    ChelseaRentPrep
    ChelseaRentPrepActive User

    Ability to change the customer facing display of a brand name.Submitted

    I noticed when creating a product tour, if you choose a sender it automatically includes the senders name with a “from <brand name>”. For internal purposes we want to keep the brand name as it stands but I wish we could change the customer facing name of the brand. All of our brands are similar so internally it helps to give them specific names but for customer facing we would like to keep it short and simple. 

    0
    ChelseaRentPrep
    1 year ago
    VIM
    VIMNew Participant

    Attribute Format: PercentageSubmitted

    Percentages are important as data format. While I know it’s possible to ask for users to limit their data as a number, decimal number or a list, it’s not the same as a percentage.I need to integrate with Intercom and connect with percentage values, I cannot risk a user error messing up the data transfer.There’s currently no way to limit the number ranges (1-10), realistically, the percentage is a 0 to 1 range.Please add the data the “percentage” to Attributes.

    0
    VIM
    1 year ago
    القاسمNew Participant

    Show queue position for end-user/visitorSubmitted

    We face an issue in which, a customer starts a chat and waits 2 minutes then leave’s the whole website to contact other support options ex: Whatsapp, Telegram etc,, If there was a “Show queue position” for the user, it would most likely fix the issue. Thank you in advance.

    0
    1 year ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Fin to be better to recognize Danish and NorwegianSubmitted

    We’re a SaaS platform based in Sweden with a large Nordic user base. To support our users better, we’ve enabled multilingual support in Fin. However, I’ve noticed that Fin often confuses Norwegian and Danish. In most cases, when a user writes in Norwegian, the response is generated in Danish.While speakers of Scandinavian languages (Swedish, Norwegian, and Danish) can generally understand each other, this mix-up leads to poor user experience. It would be a significant improvement if Fin could better distinguish between Norwegian and Danish. For now, I will have to disable one of the languages, likely the one with fewer users, to prevent confusion.

    0
    Daniel Rönnberg
    1 year ago
    tgraysonNew Participant

    Allow for the definition of ticket metadata fieldsSubmitted

    Deleted, TICKET TYPES allows you to define custom attributes (metadata fields).

    0
    1 year ago
    tgraysonNew Participant

    Allow internal team editable "pinned" note in a ticket.Submitted

    This is a feature in freshdesk that we are realizing is not part of intercom’s ticket management.   We have a need to provide an editable internal note in each intercom ticket that is the running summary of technical detail and effort for the issue being worked on.  It becomes problematic in technical issue management to have the details of the issue scattered in a message stream over a long period of time.Having a central “pinned” note that facts and details and decisions can be written to by the support and engineering team working on a ticket is essential to being able to have a coherent summary of whats going on, and will also greatly improve FIN’s understanding of what the actual issue is, what was identified as its cause, the plan of action to address it, and what follow up actions were taken to address the issue beyond just that ticket. PLEASE, pretty please, get this into the product.  If the pinning the note is not possible just making the note team editable would be great.User note will not handle this functionality. 

    1
    1 year ago
    Employee
    SinesiphoEmployee

    Feature Request: Include All Outbound Messages in ReportsSubmitted

    I'd like to place a feature request.Right now, any outbound emails or chat messages that don’t get a reply aren’t showing up in the conversation reports. This applies whether they’re sent from the Helpdesk or the outbound page, and it makes it difficult to track all team activity.It would be really helpful if all outbound messages—whether they get a reply or not—could be included in both conversation reports and custom reports. That way, we can have full visibility over our outreach efforts and accurately report on team performance.It would also be great if the reporting could clearly distinguish between emails and chats, and include messages sent from both the Helpdesk and outbound page consistently.Thanks!

    0
    Employee
    1 year ago
    Ate FokkingaNew Participant

    Deleted conversations/tickets should not appear in reportingSubmitted

    When onboarding with Intercom, we ended up using the defautl zendesk import, which misassigned a lot of companies and users. Later on we used the API to reimport Zendesk tickets, companies and users, however it turns out that ‘deleted’ tickets still appear in reporting.We’ve also had an issue where a product bug in our product caused several thousands emails to our support inbox. We also deleted these tickets. However this now means that we have to jump through hoops to get accurate reporting.By default any deleted conversation should not have an effect on reporting.  

    0
    1 year ago
    Elena TavernaNew Participant

    Ability to delete attachments without removing the entire messageSubmitted

    We often receive sensitive documents from users via chat or email. Once we’ve reviewed the document, we send a confirmation to the user.We would love to have the ability to remove attachments from a message without deleting the entire message. This would allow us to protect sensitive data while keeping the context of the original user message intact. That way, users can still see what they wrote, and we can maintain a complete and transparent conversation history.Currently, the only option is to delete the full message, which is not always ideal — especially when we want to retain the user’s message for reference or follow-up.

    0
    1 year ago
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