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    3167 Ideas

    D
    Darjus SaksonConnector

    SLA Calculation ImprovementSubmitted

    How now SLA works if you applying SLA not one time:As example priority of a ticket raisedOr the Ticket was reevaluatedIf a new SLA is applied later in a conversation and it is different from any previous SLA, the timer will start from the most recent user message, not from the beginning of the Conversation. For instance, if a user message at 20:30 triggers a new SLA, the timer for this SLA will start from that message at 20:30. It's important to note that if the same SLA is reapplied, the timer does not restart but continues from where it left off, adding the elapsed time from the previous SLA to the current one 😄For me correct way would be to always count SLA from time when customer has contacted at least in Tickets

    1
    Jennifer K
    Forum|Forum|1 year ago
    D
    Darjus SaksonConnector

    Workflow triggered by conversation attribute changeSubmitted

    It would be good to have trigger based on attribute update setup or change.It would be proper way to set SLA by on attribute type and priority and make escalation actions.

    1
    Jennifer K
    Forum|Forum|1 year ago
    S
    Support AdminNew Participant

    Customize CSAT via emailSubmitted

    It would be fantastic if we could customize the CSAT pages users land on after rating us. Currently, when they rate us via email, they are directed to pages with colors that don’t align with our brand. Additionally, the "We run on Intercom" message doesn’t support building a stronger connection with our customers. Having the ability to personalize these pages—adding our logo, updating the colors, and customizing the text—would make a significant difference. Thank you for considering this enhancement! 

    1
    Jennifer K
    Forum|Forum|1 year ago
    T
    Tom HiggsNew Participant

    Posts on Mobile - Allow "Title" banner before opening messageSubmitted

    It would be great to have posts show just the heading in the preview before clicking into it. Currently its not easy to gage how many letters will show in the preview before clicking on the post and it would be good to be able to customise how it will show on the mobile.

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    Forum|Forum|1 year ago
    R
    RossBurrowNew Participant

    Reusable workflows - add buttons to notesSubmitted

    (This might be a niche request, but three separate times now I have thought this request would be helpful) I am building a number of internal procedures and trying the simplify them. It would be really hand if I could add a note in a reusable workflow and have a button for our staff to click and that takes them down one path or another. Another example where this could be used - we have a number of reusable workflows and I worry we may accidentally select the wrong one from the list and it triggers a series of events that we cannot easily undo…If I could add a button to the more serious ones like if a client requests to delete their account, I could add a note“This is the DELETE workflow, are you sure you would like to continue?[Y] - workflow begins[N] - end (The end client would not see any of the above - it is all internal notes)

    1
    Jennifer K
    Forum|Forum|1 year ago
    C
    ChelseaNew Participant

    Add ability to "pin" teammate avatars in Messenger for visibilitySubmitted

    It would be useful for branding and presentation if we could “pin” specific teammate avatars in Messenger.Not all of our teammates want to add a profile photo for privacy reasons, and we have professional headshots for our leadership.We’d prefer to be able to designate specific avatars showing at the top when customers initiate a conversation in Messenger through a Messenger customization setting. Even better if Fin is selectable as one of those teammates!  

    1
    Jennifer K
    Forum|Forum|1 year ago
    G
    Gaby CabreraNew Participant

    New metric to show SLA hit rate based on % of conversations where all SLAs were metSubmitted

    Hi! Regarding metrics in custom reports, we’d like to have the SLA hit rate based on the percentage of conversations where the team met the SLA, as shown in the SLA report.Ensuring timely responses to our community is paramount. Measuring the SLA hit rate based on the percentage of SLAs applied to conversations that hit their target (current available metric) can be misleading. For example, if a ticket has four SLA targets, and we hit three out of four, the SLA hit rate would show 75%. However, if we breached the first response SLA, we failed to meet our promise of timely communication to the member, making the true SLA hit rate for that ticket 0%.From our perspective, breaching even one SLA in a conversation means we didn't fully deliver on our commitment.

    1
    Jennifer K
    Forum|Forum|1 year ago
    C
    CorNew Participant

    Copy paste article from help center to internal articleSubmitted

    Since Intercom choose to cancel a 2nd Help center in thew new price plan (old plan I could have multiple) the urge to be able to just copy paste (with the right formatting) from Help center to internal article this should be the least to arrange I would like to see. Now it is a hell of a job: copy paste, change formatting (> 100 articles to go)Other option, at least offer 2 Help centers on our (middle) price plan and multiple >2 for the most expensive plan.

    1
    Jennifer K
    Forum|Forum|1 year ago
    S
    Support AdminNew Participant

    Open the messenger via a button in a help center articleSubmitted

    When crafting a help center article in Intercom, we aim to include a button that drives action by enabling users to open the messenger directly for instant chat. Currently, Intercom requires us to link the button to a webpage, which redirects users away from the article. However, our goal is to keep users on the article page while seamlessly opening the messenger for communication. This ensures users can easily engage with us without navigating away. 

    2
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    Forum|Forum|1 year ago
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    Gaby RicoNew Participant

    Using macros on the mobile app should apply all actions tied to the macro as well as send the content of the macro.Submitted

    We rely heavily on macros with attached actions for our day to day operations and regularly attach tags and topics to macros. Currently, using macros on the mobile app will only send the content of the macro, and actions attached like adding topics and tags will not happen. We lose important data this way, and it adds a lot of manual work to our team to add topics and tags every time they use a macro on the mobile app. 

    1
    Jennifer K
    Forum|Forum|1 year ago
    L
    Luciano NievasNew Participant

    "Macro" commandSubmitted

    Hello, good day everyone.How are you?I have a suggestion for the “Macro” option.We know that when using a macro, you need to enter the command # “hashtag” followed by the keyword.Example:#greeting“Hello, good day :)” Previously, we were using a browser extension called “Get Magical,” which allowed us to use the command with a hyphen (-). This got us accustomed to that format since it saves time by not having to press the Shift key + the 4 key.Would it be possible to set a default key for using the macro function? It would be very useful to customize it according to each client’s preferences.I remain at your disposal.Best regards.

    1
    Jennifer K
    Forum|Forum|1 year ago
    H
    Heidi HatchNew Participant

    Enable customers to initiate a video call/call to CS, similar to Service Bell featuresSubmitted

    We absolutely love using Intercom as the central hub for our customer service, but one game-changing feature we rely on heavily is the ServiceBell call initiation tool. This allows our clients to initiate video calls with support directly—no waiting for us to make the first move. With this feature, clients can call in, connect instantly via video, let support take control of their screen, and have their issues resolved on the spot.If Intercom introduced a similar feature, it would be a massive win for us. It would completely streamline our processes, eliminate our need for ServiceBell, and let us consolidate all customer communication into Intercom. This would simplify operations, cut down on redundant tools, and make Intercom an even more indispensable part of our workflow.This feature isn’t just a nice-to-have—it’s a game-changer that would deliver incredible value to teams like ours. Please consider making it happen!

    2
    Jennifer K
    Forum|Forum|1 year ago
    H
    Heidi HatchNew Participant

    Enable customers to initiate a video call/call to CS, similar to Service Bell featuresSubmitted

    We really like having Intercom as a central hub of our customer service, but a golden CS tool for us has been using the Service Bell feature that allows our clients to initiate calls to our support, instead of us always having to initiate the call. They’re able to call in, get on a video call right away, lets support take control of their screen, and gets their issues resolved immediately. If Intercom were to have a feature like this, it would extremely streamline our processes and we’d be able to move off of Service Bell completely. Another issue it would help resolve is that we would be able to cut down our messaging channels and focus solely on messaging through Intercom. Please consider adding this feature, it is MONEY

    1
    Jennifer K
    Forum|Forum|1 year ago
    Sam M13
    Sam M13Connector

    Use x-www-form-urlencoded format in Authentication TokenSubmitted

    The ability to utilize x-www-form-urlencoded in Authentication Tokens would improve security when creating custom integrations between systems like Salesforce that only allow for Client Credentials to be retrieved in that format.

    2
    Sam M13
    Forum|Forum|1 year ago
    Sam M13
    Sam M13Connector

    Link Ticket Attributes across multiple Ticket TypesSubmitted

    It would be nice to be able to link custom ticket attributes across ticket types so we can more easily see commonalities. For example, if I add “Software Version”, I can run a report that pulls all tickets that have that Software Version, and not just that one ticket type with that Software Version. 

    1
    Jennifer K
    Forum|Forum|1 year ago
    R
    Rasmus SvenssonNew Participant

    Change the default Help desk (inbox) viewSubmitted

    When you press on the “Inbox” button in the navigation column to the left, the view “Your inbox” will always open as default. Our CS agents work a lot with custom views and need to keep an eye on tickets which doesn’t necessarily show up in the “Your inbox” view. Because of this, our CS agents have complained that tickets are in some cases missed since they work in different systems and forget that they shouldn’t work from the “Your inbox”-view.So we would like to request a feature to either:Have the ability to choose what should be the default view when pressing on the “Inbox”-button in the navigation menu. Some of our users might want the “Dashboard” to be the default view, or the “Mentions”, or a custom view that we have created. Have Intercom remember what view the CS agent last used before exiting the inbox. When re-entering the inbox, the last view should open. If the agent left the inbox while in a specific custom view, the same view should open when reentering the inbox. 

    1
    Jennifer K
    Forum|Forum|1 year ago
    A
    Alex HardingNew Participant

    Select or add an internal contact to a ticket or conversation attribute.Submitted

    Hi Team! It would be highly beneficial if these stakeholder emails could be added as a ticket or conversation attribute by selecting the attribute field and searching our existing contacts. This functionality would significantly improve efficiency and streamline our reports.I understand this is possible through API calls, but since all this information is already in Intercom, the API process becomes complicated and unnecessary. Currently, we have a specific field where this information is manually entered.

    1
    Jennifer K
    Forum|Forum|1 year ago
    T
    Tom HiggsNew Participant

    Clickable buttons within workflowsSubmitted

    In posts you can have buttons to open links etc.At the moment when using workflows you can only hyperlink text and not add clickable buttonsButtons are more eye catching and look better 😁

    1
    Jennifer K
    Forum|Forum|1 year ago
    S
    Stuart CS - David P. - SNew Participant

    Internal Knowledge Base Anchor LinksSubmitted

    I would like to request a feature that allows users to create internal links or anchors within an article in the Intercom Articles editor. This feature would enable authors to link specific sections of an article to other parts within the same article, greatly improving navigation and readability for our audience.Use Case: This functionality would be particularly useful for creating a table of contents or quick navigation links at the beginning of an article. 

    1
    Jennifer K
    Forum|Forum|1 year ago
    R
    Rasmus SvenssonNew Participant

    Ability to affect linked tickets through the API (notes & status change)Submitted

    It doesn’t seem like it’s possible to cross-post notes through the API at the moment. We use the API to add notes and change statuses of our Intercom tickets based on activity from an external dev. tracker system. Currently, notes added through the API and statuses changed through the API only affects the ticket ID provided in the API request. There are no parameters in these requests to affect linked tickets. 

    1
    Jennifer K
    Forum|Forum|1 year ago
    M
    Milasin PetrovicNew Participant

    Workflows: Add description & notes on pathsSubmitted

    Hello,It would be incredibly helpful to have the option to include a description for a Workflow, allowing users to provide a detailed explanation of its purpose and functionality.This feature would enhance clarity and make it easier for others to understand the Workflow's intent at a glance.Additionally, it would be even more beneficial to have the capability to add notes or annotations to specific paths within a Workflow.This would provide an opportunity to explain the logic or reasoning behind each path, making the Workflow more transparent and user-friendly, especially for collaborators or future users who might work with it. Implementing these features would significantly improve the usability and comprehensibility of Workflows.

    1
    Jennifer K
    Forum|Forum|1 year ago
    M
    Milasin PetrovicNew Participant

    Change the applied SLASubmitted

    Hello, Currently, once an SLA is applied to a ticket or conversation, it cannot be modified.It would be beneficial to have the ability to change the SLA (both manually and through Workflows) to accommodate situations where an agent may have selected the wrong SLA or when we need to adjust it due to a change in priority. Our use case: We created a ticket attribute called "priority" (list), which is used in a Workflow to determine and apply the SLA. However, the SLA does not update when the value of the "priority" attribute is changed.

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

    Workload Management Metric for Custom ReportsSubmitted

    The real time dashboard has a % workload management. Some agents are incredibly good at keeping their workload low, by keeping up with tickets. Others might be less efficient at managing their workflow, and have higher amounts of open tickets per active hour. I would LOVE some new metrics in customer reports, to more easily capture this data and get it to my team, to see changes over time instead of just a real-time metric. For example, a custom report metric that’s something like:Workload % average during active hours  The (average, median, mean) ratio of open conversations assigned to the teammate over the assignment limit, over time during active hours.  (Average, Median, Mean) Open tickets per active hour The average number of open tickets assigned to a teammate per active hourThese metrics would be super helpful in me making some goals and metrics for my team!

    1
    Jennifer K
    Forum|Forum|1 year ago
    M
    mrsool rtmNew Participant

    Adding Assignment timestamp in CSV Data export for both Conversation and ticketSubmitted

    Adding team Assignment timestamp and Teammate Assignment timestamp and first close timestamp  in CSV Data export for both Conversation and ticket this is highly needed 

    1
    Jennifer K
    Forum|Forum|1 year ago
    M
    Monica BNew Participant

    Multiple choice option for conversation attributesSubmitted

    I miss the possibility to have a multiple choice conversation attribute format. We use a conversation attribute upon closing to address the type of the conversation and actions neeed taken during the conversation. We do this in order to see if things can be improved, more automated and to learn. But often a conversation is for more than one type. We try to avoid having to many attributes, so multiple choice would be really helpful.ExampleClosing attribute:Checked our backend system Checked Stripe Used Superadmin  role(things we need to do on behalf of user in our system) Reported bug in Jira User need to contact their own admin and not us FIN/Help Center should have fixed it Third party Integration our system manage inquiries about ( 

    1
    Jennifer K
    Forum|Forum|1 year ago

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