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    Shane WaNew Participant

    Custom Report Metric: Time from Last Message to CloseSubmitted

    Currently we have, in custom reports, the ability to pull the time from first message to close. This is great for checking average handle time. Can we get a time from last message to close? This allows us to see the average time it’s taking someone to close a ticket from the last message.  

    0
    1 year ago
    Nikolaj KindbergNew Participant

    Linking multiple Back Office tickets to each otherSubmitted

    We are multiple teams who need to collaborate bilaterally. So we need to be able to link multiple tickets together, so we are able to see all the cross-team tickets. Specifically, we want to be able to create linked “tasks” (Back Office ticket) to different teams, who can then create linked “tasks” to other teams. Then all teams are able to easily find the whole context. We are currently using Microsoft Outlook for this internal communication and delegation. Adding this feature would allow us to move on from Outlook groups and instead handle internal task management directly in Intercom.

    0
    1 year ago
    Jainam ShahNew Participant

    Allow embedding videos with start timestampSubmitted

    The help center allows you to embed YouTube videos however, it does not consider the added timestamp and the video always starts from 00:00.Feature Request: Embedding a YouTube video that starts at a particular timestamp should be enabled. Use case: We have long videos that explain features however, the help documents are divided into separate sub-pages for ease of consumption. So want to use the same video starting at the respective timestamp on each sub-feature page.

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    1 year ago
    Jennifer BedardActive User

    Audience Filters at the Help Center LevelSubmitted

    It would be helpful to allow audience filtering at the help center and collection levels rather than just the article level. This is useful as there are often many articles within a collection/help center that ought to follow the same audience rules, but it can be frustrating to have to remember to set filters at each individual article level. 

    1
    1 year ago
    erikcochranNew Participant

    Intelligent Multi-Calendar Booking and SharingSubmitted

    Enhance Intercom’s scheduling capabilities by enabling a combined availability interface that dynamically aggregates open time slots across multiple connected calendars (e.g., regional sales reps, product experts, or technical support team members) and presents customers with a unified, seamless booking experience—directly within chat.The system should leverage real-time calendar synchronization and intelligently: Display only time slots where all selected participants are available Support custom durations and meeting types (e.g., demos, escalations, technical consults) Allow internal users to select participants on the fly during chat Prevent double-booking, honor buffer times, and handle time zone adjustments automatically Use Case Options:1. On-Demand Multi-Rep Scheduling via Chat Agent selects the required attendees (e.g., Jane from Sales and Joe from Support) Intercom presents a combined calendar view to the customer Customer chooses a date → sees available times → books instantly 2. Preconfigured Shared Booking Links Admin or team lead sets up shared booking links (e.g., /jane-joe-30min) Link routes to a calendar interface showing only times where both are available Perfect for use in emails, automated flows, or outbound sequences Why It Matters:In complex sales and support environments—especially for job-specific or high-value requests—more than one team member often needs to be present. The current process typically requires back-and-forth coordination that introduces delays, drop-offs, or missed opportunities.This feature would: Eliminate scheduling friction for the customer Increase speed-to-meeting and reduce abandoned inquiries Help high-value leads transition smoothly from AI/chat to live consults Drive efficiency for teams managing territory-based or specialist workflows Competitive Context:Solutions like Drift and Chili Piper already offer intelligent calendar pooling and round-robin logic. Adding this capability to Intercom would enable teams to handle collaborative bookings without requiring external scheduling tools—keeping the full customer journey inside the Intercom ecosystem.

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    1 year ago
    Kevin WaltersNew Participant

    user data "workflow function"Submitted

    It would be beneficial to implement a "workflow function" that refreshes user data before proceeding to the next step. This ensures that subsequent workflows—or Fin—leverage the most up-to-date information, which could influence the flow or audience responses.

    0
    1 year ago
    Daniel TNew Participant

    Allow customers to right-click/minimize the Finbot from their screen.Submitted

    Many customer asking how to minimize the Finbot, because it takes up too much space on their screens, either mobile or website version.  

    0
    1 year ago
    Elisa Lo IaconoNew Participant

    Surveys - Star Rating scale Question - Stars not visible and not meeting accessibility standardsSubmitted

    Hi Intercom Team, I noticed that the stars within your surveys are quite faint and barely visible on PC screen (see first screenshot below). While they meet accessibility standards on mobile (second screenshot below), they are challenging to see on PC screens before clicking on them. It would greatly improve usability (and accessibility) if the stars were made darker for better visibility across all devices. Thank you! 

    0
    1 year ago
    JundyNew Participant

    Suggestions for Managing Multilingual Help Center ContentSubmitted

    Hi everyone,We’re currently managing our Help Center content in at least 10 different languages, and translating articles manually has become a very time-consuming process. Each article includes formatting, images, and hyperlinks, which makes maintaining consistency even more challenging.Every time we need to update something, we have to go through each language version manually. This makes it difficult to keep everything aligned—especially when the original article is not in English. Formatting often breaks or gets missed during translations, which adds to the workload.Does anyone have any suggestions or best practices for managing multilingual Help Center content more efficiently? Are there any tools or features you’re using to streamline translation and updates, especially for rich content like formatting, images, and links?Thanks in advance for your help!

    0
    1 year ago
    CloryNew Participant

    Linear app for Tracker TicketsSubmitted

    We’d like the ability to link Linear tickets to tracker tickets just as we’re able to do with other ticket types and conversations. We use Linear, but I imagine this feature request is relevant to any other available app integration related to tracking 

    3
    1 year ago
    Arthur Van DykeNew Participant

    Recurring post that will send for a specific timeframeSubmitted

    We need to send posts to users at certain times of year, each year. Currently, the recurring feature only allows for it to send on a certain day, so it just catches the people that log in that day. We need it to run longer than one day but don’t want to duplicate the post and make a recurring post for all 30 days in a month for instance. Would like a way to say, this post will recur each year between 12-9-25 to 12-20-25 OR this post will recur each year on 12/9/25 and keep sending until each user has seen the post. Something along those lines. Attached are the rules we have and the way this works is that it ONLY sends on that exact date. 

    0
    1 year ago
    Paige MulliganNew Participant

    Articles: Support adding images and callouts in numbered listsSubmitted

    We want to be able to add an image or callout in between numbered steps without breaking the list. Right now when I do this in an article, it restarts the list at 1 after the image or callout. This is disappointing as it’s forcing us to to static lists and manually number each step, or take the helpful image/callout out of the steps and lose their value. It’s also important that we use numbered steps over bulleted lists so readers can tell if they’ve skipped a step or not. 

    0
    1 year ago
    KaydeNew Participant

    Away in Individual Inboxes while available in othersSubmitted

    In this context, emails refer to any conversation we treat as asynchronous, and chat refers to messages we’re expected to handle live. All messages for our team come through the same messenger, but split into different inboxes so we can manage the priority, etc.We used to utilize automatic assignment of emails to ensure that the workload is fairly distributed.The problem is that if an agent is "available", they'll be getting chats all the time, even though they are NOT supposed to receive chats. This means they have to stay away and manually grab emails, which defeats the purpose of automatic assignments of emails.I would like a way to be “Away” in one Inbox at a time. This could be useful for anyone that works across multiple teams (like someone that works both billing and risk), splits their time and needs to split the work as well. (According to both Fin and the forum, this isn’t an option currently)

    0
    1 year ago
    Mary DietzNew Participant

    Consolidate conversation tagsSubmitted

    Consolidate conversation tags. Ex. if there are 5 tags used by the same team, merging the 5 into 1 conversation tag. Currently method of deleting tags ensures all reporting data related to the conversation tag is gone, rather than stored under a new tag.

    0
    1 year ago
    MichelleNew Participant

    More Configuration and Style Capabilities for Help CenterSubmitted

    We’re currently working to make our support subfolder on web feel more visually aligned with our main domain, both to create a smoother user experience and to better support our acquisition and retention goals. As part of that effort, we’d love to see more flexibility and control over the layout, styling, and conversion elements. Below are a few feature requests that would make a huge difference:Fully Customizable Sticky HeaderHaving a landing page with a sticky header with fully customizable dimensions would be a game-changer for visual brand continuity.Fully Customizable FootersWe’d love more control over footer content. Whether that’s custom CTAs, more internal links, or embedding a widget or partner badge. Currently, we’re limited to default templates and can’t align it to our tone or brand. It is also a missed opportunity to delight users with features we offer.Device-Specific CTAsIt would be incredibly helpful to configure CTAs to appear on web only (or mobile only). This would let us surface relevant actions depending on user context—e.g. show conversion links on web, but not within the mobile app as users have already converted.Support for Schema MarkupAdding support for structured data (especially Article, FAQ, and Product schema) would allow us to boost visibility in search results. As we look to set our content up for success over the long run, schema markup is also key for better SEO and GEO and search tracking.Clickable Author Bios and Bio PagesWe’d like to create author bio pages, with the option to click through to them from the article byline and footer. This is something we already support on our main domain, and the lack of parity on the Intercom subdomain is currently a limiting factor in our ability to feature and optimize support content more broadly. It would help with credibility, trust, and content discoverability.Navigational FlexibilityAt the moment, there is no way for users to return to the primary domain from the Intercom support subdomain. This affects bounce, e.g. if the user does not find what they’re after in our support, and/or does not allow a journey for users to convert should they wish. We’d love to surface more of our Help Center content in a subfolder across our site, but the current limitations make it really tough to create a cohesive experience. More configuration and style settings would go a long way in helping us deliver better content visibility, stronger branding, and ultimately a more seamless experience for our users while supporting our acquisition and retention goals. Curious if others are feeling the same, and hoping some of this might already be on the roadmap behind the scenes!

    0
    1 year ago
    Shaunna LaceyNew Participant

    Return to Top Button for ArticlesSubmitted

    It would be really useful to have a button appear on articles that you can click to quickly return to the top of the page. It would allow users to get back to the search bar a lot faster than having to scroll up, especially when viewing a longer article. 

    0
    1 year ago
    Paige MulliganNew Participant

    Make TOC go deeper than 2 levelsSubmitted

    It would be incredibly helpful for our readers to be able to use a table of contents (TOC) that shows more than H1 and H2 in public articles. Ideally it would show down to H4 but just adding H3 would be great. Some of our documents have a lot of content at the H3 level that readers have to keep sorted in their own heads. This would also be helpful in internal articles.

    0
    1 year ago
    Pat Barlow
    Pat BarlowConnector

    Custom author attributes - pronounsSubmitted

    Hey all!I’m just wondering if there is any way to add custom author attributes in Intercom? I’d like to allow teammates to add in their preferred pronouns so that they can be added into email signatures as something like:{{ message.author.pronoun }}I haven’t been able to find anything yet, let me know if this is possible at all, or if there is a workaround!

    3
    Paul D
    1 year ago
    josephqNew Participant

    Pre-fill search input in the messenger widget help sectionSubmitted

    Hello Our SaaS solution has recently introduced an in-app search feature allowing our users to search in different app locations. When we don’t find results we’re encouraging users to find possibles answers within our help center (powered by Intercom) trough the SDK JS Widget. In order to achieve that we’re calling programatically Intercom('showSpace', 'help');We would like to go further and be able to call this method or similar one with a text parameter that would fill the search input on the “help” space and trigger a search within articles :  Would it be something achievable on your side ? I’m available if you want/need more details!Thanks

    4
    Paul D
    1 year ago
    Pedro Silva Full FabricNew Participant

    Make the 'Company Name' and 'User Name' update retroactively in the 'New Conversations' drill-in listSubmitted

    Hi team!  We use the Reports - Conversations to access the ‘new conversations’ drill-in, and export the list of new conversations weekly. The problem we face is that the Company Name and User Name columns do not update retroactively in the list, they always show the Company Name and User Name that originated the conversations instead of what we’ve updated afterwards.Since we have multiple conversations that are generated by emails sent from our colleagues (so the User Name must be replaced by the ‘real customer’), we need to have a lot of manual work after exporting the list, replacing these values individually. We think it would make a lot of sense to have the Company Name and User Name both updating in real-time, since it is normal that during the course of a conversation the Company Name and User Name might get changed. This would be extremely helpful for us and would avoid us doing a lot of manual work handling the CSV file after exporting the list. Thank you!Pedro Silva - Full Fabric

    0
    1 year ago
    Attila SimonNew Participant

    edit help center article to change languageSubmitted

    When setting up a new help center, language settings were not been properly set. After adding articles, we fixed the language settings, but articles already added are categorized to the bad language.We started to edit the articles in hope language setting can be changed for existing articles, but the field is read-only.It would be great to be able to change the language category of exisiting articles, or copy / move article text among language versions.   

    0
    1 year ago
    maximbrainrNew Participant

    Improve flexibility of the pop menuSubmitted

    Hi team,As a Intercom user, I wanted to share a few suggestions to improve the flexibility of the pop-up menu that can be helpful for all the users: More positioning options Right now, the pop-up only appears at the bottom of the screen. It would be great to have more placement options (like top corners or other floating positions) to better fit different layouts. Primary CTA button behavior It would be helpful if the primary CTA button could stay visible but disabled until all required fields are filled. This would make the flow clearer for users. More transition effects Currently, the pop-up has a basic opening animation. Adding other transition styles, like slide-in, fade in, would make the experience feel more customisable and modern according with different needs. At the moment, these settings aren’t very customisable.Thanks

    0
    1 year ago
    sonesuNew Participant

    Enable CSV upload for tagging companies, similar to user taggingSubmitted

    I'm aware that this can be done via the API, but it would be extremely helpful to have the same 'Filter audience from CSV' functionality that's available for users, also available for tagging companies. Being able to upload a CSV and filter or tag companies directly from the UI would greatly improve workflow efficiency and reduce reliance on engineering support for simple segmentation tasks. 

    0
    1 year ago
    Jeanne MerchantNew Participant

    Flagging articles and logging internal notesSubmitted

    The ability to flag articles and add internal notes regarding feature nuances or scheduled updates would really help our team stay on the same page and maintain updated content more efficiently.

    0
    1 year ago
    Felix DaffnerNew Participant

    New first response time SLA's for reopened ticketsSubmitted

    Hi all, this could be interesting for many of you:Current status:when we resolve a ticket the SLAs get stopped. And when a customer replys to the resolved ticket the ticket gets reopened and the existing SLAs apply again.Problem:As the exisiting SLAs will be applied and for example the first response time is already exisiting, we do not have enough time to answer those reopened tickets in a timely manner. Therefore the SLA performance gets down.Solution:For us it would be really helpful to apply a new first response time or completly new SLA's for reopened tickets. Hopefully this is relevant for more Intercom useres, so this will get checked and prioritized 😊

    0
    1 year ago
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