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    3167 Ideas

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    Frederik LaageNew Participant

    Managing ticket status notificationsSubmitted

    We would like to be able to manage when and what actions warrants sending a staus change notification to our customers.We need to share the Ticket ID with the customer but at the same time it would be really good to be able to disable the staus change notifications for subsequent actions. or at the least be able to control that those updates only ever go to the original sender of the ticket and not all other included participants, e.g. people in CC 

    1
    Michaela Hone
    Forum|Forum|1 year ago
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    ImmortalNew Participant

    New statuses like “open”, “snoozed” and “closed” for chatsSubmitted

    I already added this feature here and it was marked like “implemented” though it wasn’t. We still have 3 statuses only https://prnt.sc/x8jrT3QCW2j9As was mentioned, it could be useful for workflows to use different chat statuses, but three status isn’t enough to make it work, because issue in chat can be in process for day, for month or for year and different cases require different workflows.For example, we have workflow for unactive clients, and in this case chats should be in “snoozed chats” but there are also open issues that are checked by developers and in this case we need another status like “Ongoing”.We’ve found a workaround for this with convesation attributes, but it’s a bit complicated, because sometimes we can forget to change attribute.

    1
    Michaela Hone
    Forum|Forum|1 year ago
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    Darjus SaksonConnector

    Conversations custom statusesSubmitted

    All logic of the intercom is based on the conversation if there would be the ability have custom statuses not only 2 like close and open- to have more statuses like in the tickets would be easier to use automation and etc

    3
    Michaela Hone
    Forum|Forum|1 year ago
    Plamen Hristanov
    Plamen HristanovNew Participant

    Being able to see total amount of CSAT ratingsSubmitted

    Hey there,With the recent changes, you are now unable to see or create a report where you can see the total number of Conversation ratings received throughout a specific time period.This is maybe the closes thing you can achieve. To sort the ratings and see the ratings for each mark, and then sum them up. However, in the AI and automation era, this is far from ideal. Even in the old(so called legacy) report, you were able to see this when you simply hover over it. I understand that we are entering an era of AI and automation. This is great progress but we should not neglect the most basic and simple graphs and statistics because they are essential for following the trends.Hope this makes sense.Best,Plamen Hristanov, Head of Support at NitroPack

    1
    Michaela Hone
    Forum|Forum|1 year ago
    Plamen Hristanov
    Plamen HristanovNew Participant

    Being able to see total amount of CSAT ratingsSubmitted

    Hey there,With the recent changes, you are now unable to see or create a report where you can see the total number of Conversation ratings received throughout a specific time period.This is maybe the closes thing you can achieve. To sort the ratings and see the ratings for each mark, and then sum them up. However, in the AI and automation era, this is far from ideal. Even in the old(so called legacy) report, you were able to see this when you simply hover over it. I understand that we are entering an era of AI and automation. This is great progress but we should not neglect the most basic and simple graphs and statistics because they are essential for following the trends.Hope this makes sense.Best,Plamen Hristanov, Head of Support at NitroPack

    1
    Michaela Hone
    Forum|Forum|1 year ago
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    Jason SchleifNew Participant

    Ability to automate ticket creation with a MacroSubmitted

    When using a Macro, have the ability to convert a conversation to a ticket.In situations where this needs to be sent to another team, and they work off of tickets, this would save time and help make sure these are converted so they get to that team and are addressed. Basically eliminating the possibility of human error and not converting to a ticket

    1
    Michaela Hone
    Forum|Forum|1 year ago
    M
    Milasin PetrovicNew Participant

    Workflows during a conversation: Cannot change ticket stateSubmitted

    Duplicate created. Please vote here:  

    1
    Michaela Hone
    Forum|Forum|1 year ago
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    Drew BentrottNew Participant

    Attribute Descriptions on HoverSubmitted

    When hovering over a custom attribute (such as a ticket attribute), it would be helpful if the attribute description were displayed on hover. The descriptions sometimes contain helpful information about how to enter clean data for attributes; without this, both internal and external users are prone to entering invalid or messy data. 

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    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Exclude Data due to Holiday ClosuresSubmitted

    Hello,When holiday closures occur and are documented as so, there is not currently a good way outside of a data pull and manual editing to exclude data from the reporting.For instance, when customer support is closed for a holiday the data around those cases impacted should be able to be excluded from statistics. Also currently, cases impacted by the holiday are getting hit with SLA violations even though they are not an SLA miss given we were closed. Thank you for your consideration.

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    Forum|Forum|1 year ago
    C
    Chris LloydNew Participant

    Add support for Laravel LivewireSubmitted

    Hi,Livewire (https://livewire.laravel.com) is a popular framework for creating Laravel apps that work like SPAs. Very similar to the way Turbo works for Rails.Like Turbo, Livewire replaces the entire <body> tag on each navigation, so as soon as you navigate the messenger is destroyed.Intercom includes support for Turbo by monitoring the “turbo:visit” and “turbo:load” events to unload and reload the messenger on every navigation. Livewire has equivalent events in “livewire:navigate” and “livewire:navigated” (https://livewire.laravel.com/docs/navigate#javascript-hooks).This request is to add livewire:navigate and livewire:navigated to the list of destroy/recreate events that the Intercom messenger loader observes.In the meantime I have worked around this issue by adding this to our codebase. It creates fake turbo events that the messenger responds to. This works fine to unload/reload the messenger on every navigation.document.addEventListener("livewire:navigate", (event) => document.dispatchEvent( new CustomEvent("turbo:visit", { detail: { url: event.detail.url.toString(), action: "advance", }, }), ),);document.addEventListener("livewire:navigated", () => document.dispatchEvent(new CustomEvent("turbo:load", { detail: { url: window.location.href } }))); Thanks! - Chris

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    Forum|Forum|1 year ago
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    Noga FrenkelNew Participant

    Show the Related Articles list next to the title, as a side listSubmitted

    Currently the Related Articles list is shown at the bottom of the article. The user need to scroll all the way down to see it. Would be great to have an option to put it at the top of the page next to title, similarly to where the Table of Content is located.

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    Forum|Forum|1 year ago
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    Nicole WendlerNew Participant

    Dynamic links to Help Center articles inside articlesSubmitted

    I’m looking to link to other articles inside articles without having to copy the actual URL of that article. The main issue using the direct URL is that I’ll need to update an article link whenever I adjust the corresponding article title (which is what just happens rather regularly in our case). Also, it is quite time-consuming to find an article URL manually rather than having an easy-to-use article search + linking function within the article I’m currently writing. 

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    Forum|Forum|1 year ago
    F
    Fabio SeminarioNew Participant

    Being able to search past conversations while keeping the active conversation in view.Submitted

    Currently we are unable to search past conversations while keeping the active conversation open. We will have to have an additional Intercom window open if we want to use the search function and return to the active chat by clicking on the inbox without losing our position in the search.It would also be nice to have the ability to resize the search pane. Similar to how we are able to resize the active conversation column and details column. Thank you

    3
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    Forum|Forum|1 year ago
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    Paulo ViniciusNew Participant

    Create ticket back office and linked a company/contact and conversations using APISubmitted

    Currently I searched all the documentation and help in support on creating a back office ticket and associating a conversation, but all the instructions were frustrated, it is not possible to associate a back office ticket via API, however using UI it is possible to create one back-office ticket linked to a conversation. I mean linked a ticket and not converting a conversation into a ticket!  It would be great if there was the option to create a back-office ticket and associate it with a conversation. I currently use an external CRM to track opportunities, I did a customized integration by creating a commercial-type ticket where in the integration I create an opportunity in the CRM to track the sales pipeline. What happens is that I need to set up the opposite scenario, when an opportunity is created in the CRM, my customized API will create a conversation, a ticket, and associate them (CRM-ID, CONversa ID, Ticket ID). Here is my suggestion for future improvementsBoth attempts did not work"linked_objects": {"data": [{"id": "xxxxxxx","type": "conversation"}]} {"ticket_type_id": "your_ticket_type_id","conversation_id": "existing_conversation_id","title": "Your ticket title","description": "Ticket description"}

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    Forum|Forum|1 year ago
    S
    Sarah MastersNew Participant

    Articles in NotesSubmitted

    As a trainer of new employees, I would love the ability to be able to add Articles to notes. Sometimes, I have to type something up for them to copy/paste to our Users, and instead of typing *insert blank article here,* I’d like to just add the article. 

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    Forum|Forum|1 year ago
    P
    Paul SullivanNew Participant

    See IDs in the UISubmitted

    When creating custom actions that work around visibility limitations in Workflows, it’s necessary to create API requests to find out the Intercom IDs of elements like Tags. It would be faster and easier to see this sort of information displayed in the UI, or at least have the option to expose the IDs to admins. Use case: I want to set a tag on a conversation when a tracker ticket is created from it. This will aid in understanding the lag time legitimate bug issues are worked on in support before involving other teams. Currently, workflows cannot do this (and a host of other arbitrary things, but that’s another request).

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    Forum|Forum|1 year ago
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    estilanNew Participant

    Assign / Share Content SuggestionsSubmitted

    When Fin makes a Content Suggestion I would like to forward that Suggestion to another team mate who could validate the answer or improve it. They may not be a Call agent so even being able to send this out in an email link or other way to tag or assing this so someone can process it.

    0
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    Forum|Forum|1 year ago
    Candyce
    CandyceNew Participant

    Auto-filled attribute for Today's DateSubmitted

    In Macros and Workflows, Intercom offers the (nothing short of amazing) feature to put in attributes that auto fill themselves within the text. So the First Name, Author Name, etc. I am honestly surprised this isn’t one already but it would be nice to have one for Current Date and the ability to pick how to display it. So mm/dd/yyyy or month day, year. I know we could use this is MANY scenarios and I am sure a lot of other people could too! 

    0
    Candyce
    Forum|Forum|1 year ago
    J
    JennyNew Participant

    Ability to retain article order when you log out and back inSubmitted

    This feels like functionality which was once there but has since been lost amongst other releases.When i am under Knowledge > Content viewing articles from my dashboard, I like to have articles ordered by “last updated at”. In the past, this was always the case by default, but now, if i have articles ordered this way but then log out and back in, it returns to ordering alphabetically (who uses that when there is a search bar?).The reason for having “last updated” with most recent at the top is for a couple of reasons.It means drafted articles that I’ve started show at the top, ready to pick up where I left offIt means I can easily review which articles have been recently added, and identify any gaps between feature releases and the correlating articles.

    0
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    Forum|Forum|1 year ago
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    Tomas NosekNew Participant

    Surveys triggerable by a link within a seriesSubmitted

    Currently, it's possible to trigger a standalone survey with a link. However, if the survey is part of the series, its link will only trigger the survey, it will not trigger the following nodes in the series.The workaround is to use a link to a place where Intercom is initialized with a dummy query string (e.g., “?survey=true”). Then, you can add a condition node, which will say if a link was clicked and the current URL contains the dummy query string.However, this workaround is not reliable and cumbersome to use. It typically takes a significant time before the survey gets triggered, so the person doesn't expect it anymore and thinks the link didn't work. Coming up and checking a specific query string is hard to maintain.

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    Forum|Forum|1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Proactive Support - PermissionsSubmitted

    Goal:Minimize the amount of people that can set the proactive support options with metered fees live. This would allow more control for admins to ensure that someone doesn’t accidentally go over their limit without approval. Request:Break out the permissions so that there’s an options for some users to have access to set non-metered proactive support options live (banners, checklists, etc) and other people can set options w/ metered fees live (posts, product tours, etc). 

    0
    Angel Horowitz
    Forum|Forum|1 year ago
    R
    RoydinNew Participant

    A report that show number of tickets where Time-to-close & Time-to-resolve were hit or missed for SLA.Submitted

    While the current Time-to-Resolve report gives an idea of how much time it takes on average/median to resolve an issue, we would like to calculate the SLA for TTC & TTR on back office tickets - how many SLA's we have missed & hit also the % this will help us gauge the number of tickets that have missed TTC or TTR SLA (just like we have a report for FRT & NRT time for customer tickets) this kind of a report will help the business take corrective actions to increase the % of TTC & TTR, this would also help identify any gaps or training needs for tech support teams. Ideally missing a TTR goal on majority of tickets (or a certain topic) would mean they are finding it hard to resolve and those issues or find answers. And analyzing the gap between TTR & TTC will help understand if the team taking a longer time to close out tickets and investigate the reasons behind this - could mean customers not responsive or our solution did not work, even after we marked is as resolved.

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    Forum|Forum|1 year ago
    Jonathan Krasnow
    Jonathan KrasnowNew Participant

    Enable Tooltips on Workflow Buttons for Enhanced User ContextSubmitted

    Background:Workflow buttons in Intercom often serve as key decision points, actions, or navigational elements. However, users interacting with these buttons may not always understand their purpose, destination, or the actions they initiate, leading to confusion or inefficiency. Adding tooltips to workflow buttons would provide instant, contextual guidance to users, enhancing the clarity and usability of workflows.Suggestion:Introduce Tooltip Functionality for buttons within Intercom Workflows, allowing admins to attach concise, customizable descriptions to each button. These tooltips would appear as hover-over text or tap-accessible (for mobile users), offering users more context without cluttering the interface.Proposed Features: Custom Tooltip Text Allow admins to define a short, informative description for each button during workflow setup. Tooltip fields could include: Purpose (e.g., "This button redirects you to the order tracking page.") Next Step (e.g., "Proceed to confirm your request.") Additional Context (e.g., "Click here to contact support directly.") Multi-Language Support Enable localized tooltips for workflows targeting users in different languages. Dynamic Tooltips (Optional Enhancement) Allow tooltips to display dynamic information, such as user-specific variables (e.g., "Your current balance: $100.") Preview and Testing Include a tooltip preview feature in the workflow editor to let admins see how the tooltip will appear to users. Mobile Accessibility Ensure tooltips are optimized for mobile, appearing as tap-accessible descriptions instead of hover-over text. Benefits:Improved User Experience: Provide immediate clarity about each button’s function, reducing user hesitation or confusion. Enhanced Workflow Effectiveness: Help users make informed decisions, leading to higher engagement and fewer errors in workflows. Customizability: Allow admins to convey additional context without overloading the interface visually. Accessibility: Support multilingual and mobile-friendly tooltips to cater to diverse user bases.Implementation Notes:User Interface: Add a "Tooltip Text" field in the button configuration panel within the workflow editor. Design: Ensure tooltips are unobtrusive and styled to match the Intercom interface seamlessly. Optional Settings: Provide admins with options to enable or disable tooltips for specific workflows or buttons.This Tooltip feature would empower teams to create more intuitive workflows, fostering better communication and understanding between users and the system, ultimately driving engagement and satisfaction.

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    Jonathan Krasnow
    Forum|Forum|1 year ago
    Jonathan Krasnow
    Jonathan KrasnowNew Participant

    Reverse the Scroll in the Workflow editorSubmitted

    When using my scroll wheel in the Workflow editor, the scroll is reversed -- e.g., rolling the top of the wheel towards you (backwards) should scroll down, but it scrolls up in the Workflow editor.

    0
    Jonathan Krasnow
    Forum|Forum|1 year ago
    Jonathan Krasnow
    Jonathan KrasnowNew Participant

    Enable Bulk Button Uploads to Simplify Workflow ConfigurationSubmitted

    Background:Configuring buttons within Intercom workflows manually can be time-consuming, especially for teams creating or managing workflows that include multiple interactive buttons. A bulk upload feature would allow users to streamline this process, reducing manual effort and ensuring consistency across workflows.Suggestion:Introduce a Bulk Button Upload feature specifically for the Workflow functionality. This would allow users to upload and configure multiple buttons for workflows simultaneously, using a structured file format (e.g., CSV, Excel, or JSON).Proposed Features: Bulk Button Template Provide users with a downloadable template to input button configurations, including: Button Label Action Type (e.g., URL, trigger next step, or custom action) Workflow Step Association Visibility Settings Any additional metadata or styling options (if applicable). Workflow Integration Enable users to upload button configurations directly into a specific workflow. Map buttons to specific steps or decision points within the workflow. Validation and Feedback Validate the uploaded file for completeness and accuracy (e.g., required fields, character limits, valid actions). Display errors and suggestions for fixes in real time before finalizing the upload. Batch Editing Post-Upload Allow users to review uploaded buttons within the workflow editor and make adjustments if necessary. Provide a preview of how buttons will appear in the live workflow. Reusability (Optional Enhancement) Save uploaded button configurations as reusable templates for future workflows. Benefits:Time Savings: Dramatically reduce the effort required to configure multiple buttons across workflow steps. Consistency: Ensure uniform button formatting and functionality across workflows. Scalability: Simplify the process for managing workflows with numerous interactive elements, making it easier to implement changes at scale. Error Reduction: Minimize manual entry errors through structured uploads and validation.Implementation Notes:User Interface: Add a "Bulk Upload Buttons" option within the workflow editor, alongside step configuration tools. File Compatibility: Support standard file formats (CSV or JSON) for easy adoption. Permissions: Restrict access to the bulk upload feature to ensure only authorized users can make changes.This feature would streamline button setup within Intercom workflows, enabling teams to focus more on strategy and optimization rather than repetitive manual tasks.

    0
    Jonathan Krasnow
    Forum|Forum|1 year ago

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