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    Idea Pipeline

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    3167 Ideas

    C
    ChelseaNew Participant

    Add Workspace/Help Desk theme color and contrast customizationSubmitted

    Please add Workspace theme color and contrast customization for individual teammates, similar to Slack theme customization.I’m only asking for this since the UI updates on 11/18 reduced the amount of contrast between elements which means it’s more challenging to differentiate some things. For example, before the light theme had a white background, and unread messages had black text versus read messages with grey text. Much easier to see at a glance.Now it’s a very light grey background, read messages have a darker grey text, and read messages have a lighter grey text.   Basically everything is fuzzier now. Dark mode isn’t a substantial improvement.Please, add the ability to customize workspace themes or offer a few different options including at least one with high contrast.  

    1
    Jennifer K
    Forum|Forum|1 year ago
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    Linh PhanNew Participant

    Reduce the spacing between message/button sections in the chatboxSubmitted

    The message and button sections which are set in the workflow are somewhat not user-friendly with a huge spacing in between when the message is short. We want to have the buttons appear below the message to make the chat-bot looks neat and easy for users to select  

    1
    Jennifer K
    Forum|Forum|1 year ago
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    Linh PhanNew Participant

    Reduce the spacing between message/button sections in the chatboxSubmitted

    The message and button sections which are set in the workflow are somewhat not user-friendly in the chatbox with a huge spacing in between when the message is short. Is there anyway we can have the buttons appear below the message to make the chat-bot looks neat and easy for users to select? 

    1
    Jennifer K
    Forum|Forum|1 year ago
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    User1055New Participant

    Do we have Night mode option in Intercom? Like in WhatsApp?Archived

    Do we have Night mode option in Intercom? Like how we have it for WhatsApp?

    5
    Jennifer K
    Forum|Forum|1 year ago
    F
    Frederik LaageNew Participant

    Ability to add tags internal usersSubmitted

    I would be a cool addition if we were able to add tags to our internal Intercom users. it can enable us to find users based on certain skillsets or internal inital-based acronyms e.g. internal email adresses and the like.Example:when trying to find “John Doe” to assign him a ticket, it would be helpful if I could find him using the first 3 digits of his internal email address. Seems like an easy fix to add the pre @ characters as tags to users so we can find them quickly. JDO = John Doe for example.

    0
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    Forum|Forum|1 year ago
    K
    KylieNew Participant

    Dynamic Ticket FieldsSubmitted

    It would be helpful to have dynamic ticket fields i.e. if option x is selected in dropdown field, fields a, b, c show, if option y is selected, fields d, e, f are shown. This would alleviate having to create multiple ticket types for fairly similar use cases and prevent unnecessary fields from showing to streamline the ticket experience.

    0
    K
    Forum|Forum|1 year ago
    Brandon Foret
    Brandon ForetNew Participant

    Syncing contact data from OutlookArchived

    It would be great to be able to link my Outlook account to sync the emails and contact data from previous conversations before we used Intercom. This would also be helpful to see their previous conversations since it would all be linked by email.

    2
    Michaela Hone
    Forum|Forum|1 year ago
    M
    Melissa GoodNew Participant

    Inbox Conversations Indication ColourSubmitted

    Its tough to see when we get a new response or an incoming email on one of our tickets. It is a bit brighter but we really need a way to be able to tell when we get an incoming response. We try using the snooze feature for this as well but ideally if the incoming email or responses or activity in general it should change color or do anything thing that would stand out from the rest. We’ve tried views as well for this. 

    0
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    Forum|Forum|1 year ago
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    User1648New Participant

    Adding custom snippets to help centre head tagArchived

    We currently use FullStory to view our users’ sessions in-app. Intercom even has a FullStory integration for chats where you can view how folks interact with the messenger. What’s missing is the ability to see Help Centre sessions. Seeing a user’s scroll depth, rage clicks, heat map, viewed objects, A/B testing accordions and other formatting aspects etc would help technical writers and support content creators to deliver the best articles for their users. Given that there’s already a Google Analytics integration that uses the exact same process, adding validated custom snippets wouldn’t be a huge lift but could offer massive reporting advantages that intercom can’t currently provide. 

    4
    Michaela Hone
    Forum|Forum|1 year ago
    Z
    ZachBNew Participant

    Make Intercom Inbox available as a Progressive Web AppArchived

    Often in a busy work environment, where support may not be your primary role, managing of notifications and attention can be difficult.Having the intercom inbox available as a desktop app with bespoke notifications would help streamline and prioritize a workflow.You never miss a slack message because it’s open in the background. This has lead to the Slack app dev for Intercom to throw activity into Slack. However there are issues with this on agent permissions and shared channels.If the goal is making the communication more available up-front, why not make the intercom inbox Slack-ish enough to serve the same purpose?

    2
    Michaela Hone
    Forum|Forum|1 year ago
    M
    Myriam RouéNew Participant

    Differentiate conversations by a color badgeArchived

    Hi ! It would be awesome to be able to differentiate waiting tickets by a color badge. On our inbox, they are some different open tickets during the day : in progress with the customer waiting for the customer waiting for an internal answer (from tech, sales or other team).Currently, we add an internal note to notify if this ticket is waiting for a customer or internal information.With a color badge, it will allow us to see in a second what conversations we need to reply too, without having to open the conversations to read the note each time and what conversations is waiting to customer and do not need an answer from us.Thank you ! 

    2
    Michaela Hone
    Forum|Forum|1 year ago
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    NickRelocityNew Participant

    Enable an open eyed neutral face emoji that can be utilized for creating fast feedback.Archived

    We are using intercom to capture fast feedback from app users.  They’re prompted to share how they’re feeling about their experience and can respond with one of 3 emoji faces. Ideally, they would be ☹️ 😐 😀 --- frowning face, neutral face, smiling face.  However we’re only able to use the neutral face which has closed eyes.  

    2
    Michaela Hone
    Forum|Forum|1 year ago
    B
    bskanNew Participant

    How do you set up the sender e-mail address for a specific web chat?Archived

    We have multiple domains and multiple sender e-mails but the web chats all fall back to the default sender e-mail rather than the one for that specific domain. How do we set the sender e-mail to match the domain the chat is from like it does for direct e-mail responses for that domain?

    3
    Michaela Hone
    Forum|Forum|1 year ago
    Z
    ZachBNew Participant

    Add or Update Teams via APIArchived

    Allow for adding or updating Teams (team members specifically via API) First use case:Support teams change quickly, perhaps as often as week to week.update membership to teams based on external source.

    2
    Michaela Hone
    Forum|Forum|1 year ago
    Z
    ZachBNew Participant

    Set a default team per company.Archived

    I have a use case to route specific companies to specific teams.Currently the only option to do this is manual configuration of a workflow - that would require manually managing a large set of branches:- If company A, assign team A- If company B, assign team B- etc.By assigning a default team, this removes a lot of the complexity around a large workflow. We shouldn’t be expected to admin a workflow with possibly hundreds of different 1:1 conditions and branches.

    2
    Michaela Hone
    Forum|Forum|1 year ago
    L
    Laura CicconeNew Participant

    Improvements to ticket trackingArchived

    I’m trying to keep all my customer feedback in one place, and tracker tickets are a great way to easily send out messages without creating 8,000 tags that I’d eventually want to deprecate. Two things that would make tickets amazing:Allow me to connect customers to back-office tickets without notifying them or sending them messages PLEASE don’t have these tickets count towards the number totals shown, or at least separate them out from the chats. Our chat inbox is SO cluttered when trying to use these, it’s hard to find the real conversations without creating a “View.” Additionally, I have the intercom app on my phone so I can easily respond to customers when I’m out and about, and I’m pretty OCD about having no badges on my phone. Now that I have 15 feature requests, I always have a minimum of 15 badges. This is so stressful and causes me way more anxiety than I’d care to admit.We use Linear to keep track of bugs, but things like feature requests which can take months to years to get to are kept outside of Linear. I’d love to be able to easily retroactively communicate with all my customers regardless of if we find a resolution tomorrow or in a year from now.

    1
    Michaela Hone
    Forum|Forum|1 year ago
    M
    Melissa GoodNew Participant

    Company & Contact Detail ModificationsSubmitted

    We need to be able to update the company and contact details easier. We should be able to easily add the address, phone number, titles directly within intercom. We rely on intercom now for support to house all the information needed for our companies and contacts, and we are unable to easily edit things for them. If someone is the CEO of a company but also the billing contact I should have a place to be able to simply type that in, other than notes. 

    0
    M
    Forum|Forum|1 year ago
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    User2149Active User

    Filter out FIN conversations from API dataArchived

    Anybody here who managed to filter out FIN conversation from API data?I don’t see how to distinguish FIN from other Operator workflows with the data available.Within Intercom’s UI there is a “FIN involved” to distinguish FIN in a view, but this datapoint doesn’t seem available with the API.Thanks for any suggestion! 

    3
    Michaela Hone
    Forum|Forum|1 year ago
    Pat Barlow
    Pat BarlowConnector

    Relative time for conversation eventsArchived

    Snooze conversation events just display the same time period, so it’s hard see when a conversation will be re-opened, and is a little confusing. If I snooze something for a month, or a week, it would be cool if it updates and says “until tomorrow” or just a date 

    7
    Michaela Hone
    Forum|Forum|1 year ago
    J
    JanisNew Participant

    Prefill new conversation fields for teammates?Archived

    We need to prefill email,subject,text for the emails we send from Intercom.Is there a way to pass them in the URLs like https://app.intercom.com/a/inbox/…./inbox/new-conversation?to=to@gmail.com&subject=subj&body=body ?

    3
    Michaela Hone
    Forum|Forum|1 year ago
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    Nava SupportConnector

    Allow opening issues in Github and reporting issues with documentationArchived

    It would be great if we could report issues within Github, as well as contribute back to the repositories. Right now external developers can open PRs, but it would be nice to be able to report issues as well.I have also come across issues in the documentation that I would like to report, but there isn’t a clear place to do so. For example, the “here” link at this point in the documentation opens to the landing page for the API documentation, not the specific point within the documentation that it should. 

    1
    Michaela Hone
    Forum|Forum|1 year ago
    User879
    User879New Participant

    New Teammate performanceArchived

    In the  Teammate performance, the Team reply to filter seems to not work. When I select a team, in the Teammate performance overview section, I can still see the full list of teammates added to my entire account.In the old version of the report, by selecting the Team reply to, the filter was automatically showing the teammates in that specific team.It seems that the only way to have a list of agents is to add them manually by using the default filter Teammate is which cannot be removed. Anyone else is experiencing the same issue? Have you found any workaround?Thanks a lot!

    3
    Michaela Hone
    Forum|Forum|1 year ago
    Rhiann Porter
    Rhiann PorterConnector

    Edit User/Lead Data from the Conversation ViewArchived

    I think it would be really handy if we could add and edit a contact’s user/lead data from the Inbox, while viewing their conversation/ticket.I know we can already edit the name and phone number from here, but for everything else you have to open the contact’s profile page, and I don’t see why this is the case. We have trouble getting advisors to actually enter a contact’s personal and warranty details into their profile, and I think it’s partly because they forget how to do that or they don’t want to wait for a new tab to load before being able to do so. Does anyone else think this would be a really helpful feature to streamline appropriate data storage?

    2
    Michaela Hone
    Forum|Forum|1 year ago
    R
    RafalNew Participant

    Edit code in help centre configurationSubmitted

    Would be cool if we could edit the code in the help centre configuration, to hide some text, buttons or add something custom.

    2
    Michaela Hone
    Forum|Forum|1 year ago
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    Luciano NievasNew Participant

    See if the client has notifications turned onSimilar functionality

    Hello everyoneHow are you?I bring you a new idea, I would like to know if it can be verified through the settings of the App if the customer has the notifications activated to receive our messages through push notifications.It would be very helpful.Best regards.

    4
    Michaela Hone
    Forum|Forum|1 year ago

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