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    Teem DropNew Participant

    Extend expiry time for images uploaded in Messenger conversationsSubmitted

    Currently, images uploaded within Intercom Messenger conversations only have a 30-minute signed URL lifetime. After 30 minutes, the image links return 404 errors and show "Image unavailable".This creates two critical business pain points for our support team:Quality audit / QA review: Our team performs conversation quality checks on the next working day. When we revisit past tickets, all embedded screenshots are broken, and we cannot review the full context of the conversation. Customer returning to the conversation: If customers come back to the same ticket days later, they also cannot view the screenshots shared earlier by our support agents.We understand this short expiry is a security measure. However, 30 minutes is too short for support workflow. We would like to request an option to extend the expiration time for conversation images, for example to 7 days or 30 days. An optional configurable setting for workspace admins would be ideal, so teams can choose longer expiry if they accept the tradeoff.

    0
    1 month ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Image resizingSubmitted

    It would be great to have the ability to resize images in macros and the reply box.

    6
    1 month ago
    Gretter LaraNew Participant

    Chat composer spacing adjustment after submissionSubmitted

    Currently when you add extra blank lines before sending a message, Intercom doesn’t automatically remove them. So if you press Enter several times and leave those lines empty, they will still appear in the chat after you submit the message.The composer won’t automatically clean up or collapse those spaces after submission. Idea: The composer will automatically clean up or collapse those spaces after submission thus removing extra unnecessary spacing that does not contain information.

    0
    1 month ago
    CJ KruegerNew Participant

    Workflow Trigger - Inbox AssignmentSubmitted

    The “If teammate changes the conversation team assignment” workflow trigger only works team assignment changes on conversations. It will be ignored if a teammate is assigned or if used with tickets.We’d like to see a workflow trigger that will fire whenever a conversation or ticket is assigned to a specific inbox or inboxes. Certain escalation or product teams may have specific SLAs or workflows. It would be helpful to be able to fire them when a conversation or ticket moves to a specific team inbox.

    0
    1 month ago
    JHarlowe
    JHarloweConnector

    Allow Workflows to create a net-new linked ticket without converting or reopening the source conversationSubmitted

    ProblemThe current "Send Ticket Form" action in Workflows does not create a separate, independent ticket. It converts the existing conversation into a ticket and reopens it. Fin support confirmed this behavior when we raised it directly. For use cases where a follow-up needs its own trackable record while the original conversation stays closed and attributed to the original agent, this is a hard blocker. There is no way to keep the source conversation closed, preserve metrics, and maintain accurate CSAT attribution using the current ticket actions available in Workflows. Use CaseWe are building a CSAT escalation workflow. When a customer submits a low rating, they are prompted to opt in to a manager follow-up. If they opt in, the goal is to generate a separate escalation ticket routed to a manager inbox, with the original closed conversation left completely untouched. With the current behavior, "Send Ticket Form" converts and reopens the source conversation instead. This creates three problems that compound on each other:The original conversation is no longer closed, inflating case age and ticket volume metrics. CSAT attribution shifts from the original agent to whoever handles the reopened record. The conversation then needs to be manually reassigned back to restore accurate attribution, adding overhead and introducing further attribution risk. Requested FeatureA Workflow action that generates a genuinely independent, net-new ticket linked to the source conversation, without converting, reopening, or modifying the source in any way. The source conversation should remain exactly as it was: closed, assigned to its original agent, and intact for reporting. The new ticket would carry a reference to the originating conversation, be assignable to a team or teammate at creation time, and support pre-population of ticket attributes from the source conversation where available. Current WorkaroundThere is no supported path that achieves this without either modifying the source conversation or requiring manual cleanup afterward. The "Convert to Ticket" action has the same limitation. Both available ticket actions in Workflows operate on the existing record rather than creating a new one. Business ImpactEnables escalation and follow-up workflows that need a separate trackable record without affecting the source conversation's metrics or attribution. Removes the need for manual reassignment steps to restore CSAT and case ownership accuracy after a workflow fires. Unlocks post-resolution follow-up scenarios, including manager callbacks triggered by a negative CSAT, that are not currently achievable without metric side effects.

    0
    JHarlowe
    1 month ago
    Yvonne G.New Participant

    Unable to see what is behind the Add Note shortcut when typing a noteSubmitted

     

    0
    1 month ago
    jhernandisNew Participant

    Allow to create new eventsSubmitted

    We should be able to create events from scratch before using them, because if we wait until they’re used, the first time that event is triggered, it doesn’t trigger any action—and therefore it’s completely useless.Yes, we can create a fake event with code, just so Intercom has it, but I don’t think that’s the right way to handle this; it’s a workaround for something that should be possible to do from the Intercom dashboard.

    0
    1 month ago
    Vicky KostarellouNew Participant

    Icelandic languageSubmitted

    Do you have any plans to support Icelandic in Intercom help center section? If so, is there an estimated timeline for when it might become available?

    2
    1 month ago
    Daniel WinklhammerNew Participant

    Use custom email templates for conversationsSubmitted

    It would be very helpful to also use custom email templates (HTML and visual) not only for outbound campaigns but for conversations with users and leads.

    2
    1 month ago
    Joel HanleyNew Participant

    Allow full customization of the Help Center privacy/login messageSubmitted

    When placing the Help Center behind a login using the Privacy settings, we can currently enter custom "Display Text." However, the system automatically prepends the default string: "You can try sending us a message or logging in at" right before our custom text.This hardcoded default phrase creates awkward phrasing and limits how clearly we can instruct our users.Requested Solution: Please allow administrators to fully customize or overwrite the entire login prompt message, rather than appending custom text to a hardcoded default string.

    0
    1 month ago
    KylieNew Participant

    ability to add multiple participants in messengerSubmitted

    While added participants are looped in via email, it would be very helpful if these conversations were visible in their messenger as well. (screenshot from docs) 

    3
    Colleen Garey
    1 month ago
    Jay HarveyNew Participant

    Emoji Reactions on Internal NotesSubmitted

    Please provide the option to turn these off via Role or give us the ability to turn off them counting as a Mention for the person who created the note. Our Senior Staff track workload by their Mention count - this artificially inflates the count. 

    0
    1 month ago
    LouiseKleinConnector

    Category Detection Feedback LoopSubmitted

    We’d love a way to provide direct feedback on Fin’s category detection, particularly for attributes and list-based categorization. For example, when Fin assigns the wrong category, it would be useful to mark the selection as incorrect and specify the correct category.In cases like this one, the category itself is well defined, but Fin’s reasoning led it to the wrong selection. Having a feedback mechanism for “selected category vs. correct category” that could be used to improve future categorization would be extremely valuable and could significantly improve accuracy over time.  

    0
    1 month ago
    Marco BernardNew Participant

    Enhance Claude (Anthropic) with full access to Intercom WorkspaceSubmitted

    Currently, the only way to use Claude is to connect the Intercom MCP and perform in-article updates or fetch articles, etc., but it feels half-baked and lacks many useful features. For example, Claude can’t edit multiple languages, only the main language can be added. For me, that’s German, so I can’t edit the English version.We also need an HTML/CSS editor within Intercom. When Claude generates an hc article structure and I don’t want to push it via the MCP, I should be able to copy the HTML and paste it into Intercom so everything is interpreted correctly and formatting issues don’t occur. Also editing Snippets is important, which he cannot access.More broadly, give Claude more access to the workspace so he can reference resources and assemble content. Right now, using him beyond fetching articles is painful. This is the functionality I rely on most, but other capabilities are lacking because he doesn’t have full Intercom access.

    1
    1 month ago
    Johanna BunnNew Participant

    Option to organize Help Center articles alphabeticallySubmitted

    It would be helpful to be able to order knowledge base articles within collections alphabetically or by other factors (like date updated). Having to drag and drop each one manually to change the order is not efficient or reasonable. 

    0
    1 month ago
    Gavin LawrensonNew Participant

    Reference Macros for Pre-Defined Bot GuidanceSubmitted

    I would like it if we could have the chat bot view/reference all of the Macros we have set up to use as pre-defined guidance on what to say and do in a given scenario.

    0
    1 month ago
    Paula AcabadoNew Participant

    Allow the AI scorecard for monitors to be trained by the manual reviews submittedSubmitted

    It would be nice to use manual reviews submitted by teammates to help train the AI reviewer for similar scorecards

    0
    1 month ago
    AngelMontesclarosNew Participant

    Priority inbox notificationSubmitted

    Allow managers to mark an inbox as Priority, so that all designated teammates receive a notification whenever a new chat/conversation enters that inbox.This would help everyone monitor important or high-priority inboxes in real time without needing to constantly check them manually.

    0
    1 month ago
    Biddy WalkerNew Participant

    Add native language to phone queue positionSubmitted

    We love the new queue position feature.We want to make it work, but currently, as it is only in English, this won’t be the best experience for our EU markets. What would be great is if the queue position feature was able to be translated to each different market’s queue.

    0
    1 month ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    New Search filter: custom tickets states are missingSubmitted

    With the old Search, it was possible to filter on custom ticket states.Since the switch to the new search layout, this is no longer possible.Answer from Fin:At the moment, this is a known limitation in the new search/table layout. Filtering by ticket state (including custom states) is not currently supported in that view. This change came with the introduction of custom ticket states, and while it’s something our team is aware of, there isn’t a timeline yet for when it will be added back.Why implement a new search layout if you are not able to give your customers the same functionality?

    0
    Pamela Van Gasse
    1 month ago
    Joana KnobbeNew Participant

    Ticket Titles available in the Messenger for customersSubmitted

    It is hard for customers with many tickets open to see what they are related to.For now they can only see the ticket type, but in order to see the title and description, they need to click on each one of them.  

    1
    1 month ago
    Ilya MatusevichNew Participant

    Correct Months comparison in the DashboardsSubmitted

    When I create a new dashboard with the amount of conversations, and I would like to compare this amount of conversations with the previous period, let's say September 2026 to September 2025 and August 2026 to August 2025 but when I choose year-to-date, let's say from January until September, because now it's September, it compares the previous data not as September to September, but as September 2026 to December 2025. This screenshot is attached.This view is useless. So even if we have a year-to-date period and we create a time view by month, we need to compare relative months, so September to September and August to August, not September to December.

    0
    1 month ago
    Ellie WatersNew Participant

    Customise Sections within the Conversation side panelSubmitted

    You can only turn off entire sections by un-pinning them from the cases side panel, however, it would be good to edit items within that section. For example I want to see the Conversation attributes section, but our company does not use Discord so I would want to remove that to make the panel more concise. Currently I can only turn off the whole section and not remove items within that section, and keep the section.  

    0
    1 month ago
    Robin SchipperNew Participant

    Filtering on Tracker ticket type in (SPA-)ReportsSubmitted

    DescriptionIn the Inbox, tickets can be filtered by type, including Tracker ticket. However, in Reports this ticket type is not available as a filter option. Currently, only Customer ticket appears in the report filters.This makes it difficult to build reports specifically for Tracker tickets (for example bugs or feature requests managed through Tracker tickets).RequestAdd “Tracker ticket” as a selectable filter in Reports so reporting can be done on this ticket type.

    0
    1 month ago
    FelixKNew Participant

    Last topic of a customerSubmitted

    Hej,I want to extract the topic of the last conversation a user had.Best,Felix

    0
    1 month ago
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