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    Alison LangleyNew Participant

    Add Bluesky to social links in OutboundSubmitted

    There is a long list of options for social links in Outbound, with icons that can be linked and set up in a row. However, Bluesky is missing. We’ve recently moved to Bluesky (from X) and would like to have this option.

    0
    1 year ago
    Aviva WittenbergNew Participant

    Knowledge base search analyticsSubmitted

    I would like to get more insight into how often our readers are successfully searching for content at a knowledge base level.Request to add some additional knowledge base search analytics:Total # searches  # successful searches (success = search returned  at least one result) # no result found searches (no result found = searches that did not produce any results) # of bounced searches (search returned a result but user did not click on any of the results).

    0
    1 year ago
    Marco SeelemanNew Participant

    Workflow for existing conversationsSubmitted

    I would love to have a function where we can trigger a workflow with specific set conditions, but able to search for conversations in the current backlog. This way you can use the workflow after an incident, when the conversation or user/lead of the conversation matches XYZ conditions, respond on the conversations following this workflow.

    0
    1 year ago
    AminaNew Participant

    It would be great if Intercom used Chat GPT to automatically translate articles to other languages.Submitted

    It would be great if Intercom used Chat GPT to automatically translate articles to other languages. At the moment this is done manually and takes too much time.

    6
    1 year ago
    johndoe1New Participant

    Seeking Developer for Crazytel VoIP Integration with Intercom (Call Logging)Submitted

    Hi Intercom Developer Community, TL;DR: Need a custom integration to log Crazytel VoIP calls into Intercom’s inbox for our Australian small business. Budget TBD, please share quotes. We’re a Melbourne-based business using Intercom as our central hub for emails, chats, and SMS. We need Crazytel (crazytel.com.au) call data (caller ID, duration, timestamp, status) logged in Intercom’s inbox as conversations or contact notes. Requirements:Sync call data via Crazytel API (likely REST/webhooks, TBD) to Intercom API (v2.13) in near-real-time. Log calls in inbox with key details; optional custom app for call summaries. Use serverless hosting (e.g., AWS Lambda). Setup: Single Intercom workspace, Essential/Advanced plan, 2 users.Questions:Feasible with Crazytel’s API? Timeline/cost estimate? Open to any of your ideas for solving this! Let me know your experience, rough quote, and questions.

    1
    Peter Moriarty
    1 year ago
    Alejandra ArellanoNew Participant

    Away Feature Request (Missed Calls)Submitted

    Hello all,Submitting a feature request for consideration: Can Intercom implement a functionality where, if an agent misses a call, their status automatically changes to “Away” instead of defaulting back to “Available”?This can help ensure the targeting coaching —addressing missed calls as availability issues rather than repeatedly coaching agents on missed calls that may simply be a result of not being at their workstation.Thank you!

    0
    1 year ago
    Duncan I.New Participant

    Feature Request: Ability to Require Agent-Only Fields in Intercom TicketsSubmitted

     SummaryWe propose adding the functionality to mark agent-only fields in Intercom tickets as "required" before a ticket can be closed. This enhancement would ensure consistent and accurate reporting and prevent incomplete data entries.Problem StatementIntercom’s ticketing system allows for custom fields that are visible only to agents, which is excellent for internal tracking and reporting. However, the inability to make these agent-only fields mandatory often results in incomplete data.For example:A field such as Resolution Type is critical for understanding the outcomes of cases. Agents sometimes forget to select the appropriate option from the dropdown, leading to gaps in reporting. This oversight impacts the accuracy of metrics and reduces the value of data-driven insights.Proposed SolutionIntroduce the ability to mark agent-only fields as "required" to ensure they are filled out before a ticket can be closed.Feature Details: Agent-Only Field Validation Allow administrators to configure agent-only fields as "required" in the ticket settings. Display a warning or notification to agents when attempting to close a ticket without completing these fields. Customizable Requirements Provide flexibility to specify when the field must be filled (e.g., upon ticket closure, status change, or assignment). Visual Indicators Highlight required fields that are missing in the ticket UI for easy identification. Integration with Workflows Ensure compatibility with existing workflows, such as automation or routing rules, without introducing errors or disruptions. Use Case ExampleAn agent resolves a ticket for a customer experiencing a "problem sending." Before closing the ticket, the system prompts the agent to fill out the Resolution Type field, ensuring data is captured for reporting. This eliminates the risk of the field being left blank, allowing the team to generate accurate metrics showing the outcomes of 500 "problem sending" tickets (e.g., resolved by re-sending, refunded, or escalated).Expected Benefits Improved Data Accuracy: Ensures critical fields like Resolution Type are always completed. Enhances the reliability of metrics and reporting. Operational Efficiency: Reduces the need for manual audits or follow-ups to complete missing fields. Helps managers better analyze and address recurring issues. Enhanced Accountability: Encourages agents to consistently follow internal processes. Technical ConsiderationsImplementation would involve:Modifying ticket field settings to include a "required for agents" toggle. Adding validation logic to check field completion before ticket closure. Updating UI/UX to visually indicate required fields and prompt agents when necessary.Priority and TimelineThis feature is critical for teams relying on Intercom for detailed reporting and operational metrics. We recommend including it in the next product update to address immediate user needs.

    4
    Logan B
    1 year ago
    Elissa ArmsNew Participant

    Create tooltips without contentSubmitted

    I’ve had a few use cases where we’d like to use tooltips to label a feature in our product as new, or use a different label/icon to draw attention to a feature, but don’t need or want any popup text to trigger on click or hover. Right now it seems that you can’t save a tooltip without content.Just wanted to submit this idea in case others would find that helpful!

    2
    Logan B
    1 year ago
    BryanNew Participant

    Fin email to uses a email structureSubmitted

    Currently fin for email is almost like a chat conversation, but there’s a difference between the 2 especially in structure. That’s why we’re not using fin for the email. Or at least be able to set up a structure for the email and fin can add the answer in a specific part of the email.

    0
    1 year ago
    Tomas NosekNew Participant

    Provide conversation export to CSAT emailsSubmitted

    When an email is sent with emojis for the conversation CSAT, there is no context for the conversation. If the person has had multiple conversations recently, they can't know which one it refers to. Similarly, if we automatically close conversations after a few days so that we don't close them too soon, people may not remember what they discussed.It would be great to provide an export of the conversation in the email or at least an AI summary.

    0
    1 year ago
    Madeline G.New Participant

    Call Wait Time in IVRSubmitted

    Most IVRs have an option to inform the caller of how long the wait should be before an agent answers. Can we get this feature added please? Seems like this should be fairly simple considering it reports in the Dashboard under ‘Call answer time”. Thank you!

    0
    1 year ago
    Angie WallsNew Participant

    Outbound Calls Automatically Assigned to TeamSubmitted

    Hello,It would be amazing if when a team member makes a phone call, the case/conversation would automatically be assigned to their home team. Currently this is a manual process in the agent workflow to assign their own team to their case with the phone call and if missed in the workflow throws off reporting as well.As a side note to correcting this, when I have audited this and gone back to associate a team to the case, it will then also require me to add back the team member name following that and open the case back up from being closed. From there I have to re-close the case. There should ideally be an option if we are just soley trying to associate a team because it was missed, to add the team and keep it moving without having to add back the agent and re-close the case again.Thank you so much.

    0
    1 year ago
    Giancarlo JimenezNew Participant

    Product Tour TranslationSubmitted

    Have intercom leverage lokalise to translate content within it’s product tours

    0
    1 year ago
    Lauren FNew Participant

    'Launch directly into Conversation' with segment/audienceSubmitted

    I want to be able to specify users that can launch directly into conversation here. Our customers have tiered levels for support and I would like for higher tier support needs to be able to get to human support chat quicker than other users / leads.https://app.intercom.com/a/apps/qqx3v9iz/settings/channels/messenger/web?tab=content

    0
    1 year ago
    Christian S12
    Christian S12Connector

    Add "Copy Code to Clipboard" Feature in ArticlesSubmitted

    Description: Currently, when users need to copy code from articles, they have to manually highlight the entire code block. This can sometimes lead to issues where users may miss part of the code, or formatting may be incorrect. This process can be frustrating and inefficient, especially when dealing with long or complex code snippets.Requested Enhancement: We would like to request the addition of a "Copy to Clipboard" button at the top of the code block in articles. This feature would allow users to quickly and accurately copy the entire code block with a single click, eliminating the need for manual highlighting.Use Case: When users need to copy code from an article, they often face the challenge of ensuring they select the entire block without missing any part of it or disrupting the formatting. Adding a simple "Copy to Clipboard" button would ensure that users can copy the code accurately every time, improving the user experience and reducing errors. Benefit: This feature would provide a smoother, more efficient experience for users, ensuring that code is copied correctly with no chance of missing parts or causing formatting issues. It would also save time and reduce frustration, making the content more accessible and user-friendly. 

    0
    Christian S12
    1 year ago
    Christian S12
    Christian S12Connector

    Exporting Additional Custom Attributes in Outbound CampaignsSubmitted

    Description: Currently, when exporting data from outbound message campaigns (e.g., specific post campaign), the export provides basic information such as user ID, email, and name. However, additional relevant details that would provide a more comprehensive view of the user are not available in the exported file. Requested Enhancement: I would like to request an enhancement to allow users to customize the columns in the exported data from outbound campaigns. Specifically, I would like the ability to add custom attributes to the export, similar to the functionality available in the Conversations and Reports sections. In these areas, users can drill into their data and add custom attributes to better understand and segment their audience. Use Case: In Conversations reports, custom attributes can be added, and those attributes appear in the exported file. The same functionality would be valuable for outbound message campaigns. For example, being able to export custom attributes (such as tags or additional user details) in the outbound message campaign data would allow for a deeper analysis of the campaign’s recipients. Currently, a workaround involves tagging users and filtering them based on the tag, but it would be more efficient and user-friendly to simply add the custom attributes to the export, similar to how contacts are handled in the contact list. Benefit: This feature would significantly improve the utility and effectiveness of the data exported from outbound campaigns, enabling users to analyze their campaigns more effectively and with greater detail.

    0
    Christian S12
    1 year ago
    Roy
    Top Expert ✨
    RoyTop Expert ✨

    Conversation Search Feature for Intercom messengerSubmitted

    Hi there 🖐Guess who’s back on Inter community? Yeah, that’s me Roy One & Only (Limited edition)Following post related to feature request and hope as many of my previous posts following also becomes a feature!As an experienced, long-time user (Who has various conversations with different departments) I would love to have a feature that allows me to search inside conversations.User story: In Intercom all agreed that previous conversations are a nice place to find reliable answers, that’s why Fin & Support agents are getting most of the answers from there. From the user side, when the Support Agent suggests some workaround and after weeks or months you want to get back on it you should go One by One over past conversations. That’s not the kind of experience an Intercom user should get! Important: If Intercom instantly delivers a message, it’s no longer E-mailed to users (to search there).How did I develop it? Rather than bring the new search option, I expanded the Article search to also cover previous messenger conversations.Hope the following will be helpful.Kind regardsRoy 😈

    1
    Dianah Tripac
    1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Link a new conversation or customer ticket to a tracker ticket using the APISubmitted

    Currently, you can only create a new tracker ticket and link it to an existing conversation, which doesn't seem practical. The purpose of a tracker is to have one central tracker that can link multiple conversations to it. We want the ability to create new conversations and link them to an existing tracker ticket through the API, so that our support team does not have to handle this process manually. 

    0
    Nurit
    Innovator ✨
    1 year ago
    yacine-at-fabriqNew Participant

    Add onUnreadNewsItemsCount to the Web Messenger SDKSubmitted

    The JS SDK of the Intercom Messenger in browsers can accept listeners with `onUnreadCountChange`, which could be used to reproduce the "red dot" on custom launchers.However, since the release of newsfeeds and news items, Intercom Messenger also displays the red dot when there are unread news items. This data cannot be obtained through the SDK not the API, which means that custom launchers cannot reproduce the red dot anymore.This can be fixed by adding the operation `onUnreadNewsItemsCountChange`, which would behave like `onUnreadCountChange` but for news items instead of messages.

    3
    1 year ago
    yacine-at-fabriqNew Participant

    Internationalization of custom ticket statusesSubmitted

    Hello,Custom statuses is a nice feature of tickets, but we cannot use them as internationalization / translations are not supported. Our customer base is international, so that makes custom statuses unusable for us.

    0
    1 year ago
    Jess JimenezNew Participant

    Ability to pin conversation notesSubmitted

    Ability to pin a note for easy access within a conversation thread 👈👈👈It can be challenging to scroll through conversation threads and find relevant notes. Where as a pinned note feature would make this less painful and more user friendly 🙏

    0
    1 year ago
    Vlad LConnector

    Ability to select an email when creating a conversion linked to a back-office ticketSubmitted

    Hi everyone! :)I’m confident this suggestion will be relevant to any teams using Intercom’s multi-brand setup. Please let me know if a similar suggestion already exists and I’ve missed it! :) The situation:A back-office ticket was initially created for a customer’s issue, and afterward, I want to create a conversation linked to the back-office ticket using the email address. However, I don’t have the ability to change my outgoing email address, even though I have multiple email addresses associated with different brands. Proposed solution:Enable the option to select the sender's email address when creating a linked email from the right-hand menu of a back-office ticket. This functionality would be similar to creating a new email via the standard method (+Create new). P.S. I’m attaching screenshots of what creating an email from a back-office ticket looks like and how creating an email as a new conversation in the system appears.Thanks!  

    2
    1 year ago
    IW-technical-SupportNew Participant

    Auto-sanitize or anonymize public image filenames on uploadSubmitted

    Problem statement:When uploading images to articles in Intercom, the original filename is exposed directly in the public URL (e.g., /images/client-name_invoice.png). https://downloads.intercomcdn.eu/i/o/itah6lir/47298365/ba6a3a3434f9f289e5f0a483ee3f/[FILENAME].png This creates a privacy risk, especially if authors accidentally upload files with confidential or identifiable information in the filename.In fast-paced teams, it's unrealistic to expect every author to sanitize file names manually before uploading. Other platforms typically generate anonymized or UUID-based URLs to prevent this exposure. User Story:As a Help Center admin,I want Intercom to automatically anonymize image URLs and not expose the original uploaded file names,So that I can prevent leaking internal or customer-specific information through image links, even when authors forget to sanitize filenames. Feature RequestPlease automatically sanitize, anonymize, or hash uploaded filenames so that the public URL does not reflect the original file name. This could be a random string (e.g., image_abc123.png) or even a UUID. Why This Matters Avoids accidental exposure of confidential info (e.g., client names, internal systems) Reduces risk of data leakage through file URLs Prevents human error — filenames are often overlooked Follows standard practices from other platforms that generate anonymized or randomized URLs Reduces burden on authors to follow strict naming conventions Aligns with best practices in content platforms that randomize media URLs (e.g., /assets/xyz123.png instead of /uploads/john_smith_invoice.png)

    0
    1 year ago
    Jakob FowlerNew Participant

    Add ability to sort tickets based on "Ticket State"Released

    I would love to be able to sort tickets in ascending or descending order based on their ticket state. This would allow us to quickly and easily notify customers whose tickets have been resolved.

    2
    Paul D
    1 year ago
    Josh DowdyConnector

    Allow upload of a file via a workflow to JiraSubmitted

    Hello,I have a workflow setup to allow my team to make different types of Jira tickets and there is an option when creating the workflow to allow an upload.  This does not put the document into the jira ticket.  This would be a huge time saver as then it will allow my team to stay in 1 system while helping our partners.

    0
    1 year ago
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