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    Kiki FreedmanNew Participant

    Bulk upload/edit macrosSubmitted

    It would be helpful to be able to bulk upload macros via a csv or similar format. While onboarding, we need to transition hundreds of saved messages from our prior platform. Currently, we need to add them one by one. It would save dozens of hours if this could be added in one go.  On an ongoing basis, we may make edits to many messages at once - e.g., for policy changes, stylistic updates, etc. Being able to also change these in a consolidated way would help immensely with efficiency and organization. 

    0
    1 year ago
    Jorge GomezNew Participant

    Enable "Last Call State" as a parameter for WorkflowsSubmitted

    As the title suggests, please allow us to use “Last Call state” as a parameter in workflows to better handle specific call states and route to an inbox or teammate.One example of how this can bring more flexibility in managing incoming calls is the following:Currently we are not able to automate the assignment of “Abandoned in Routing” calls, which causes manual work for the team to go through these calls and send them to an inbox or teammate for a follow-up.

    0
    1 year ago
    Katee SafferActive User

    Help Center Data in Report BuilderSubmitted

    I’d love to have a Help Center section of data points available to create a custom help center report. Data points I’d find valuable: Article views, filterable by Article Title or ID, as well as category Article sentiment, filterable by Article Title or ID, as well as category Time spent on article Most read articles  Search terms with full list of results + click throughs Help article views, with location information (widget vs help center URL) Article referring URL (what URL did the article visit generate from) Conversations triggered from inside the help center, with article ID information

    0
    1 year ago
    Megan CarterNew Participant

    Phone support for PortugalSubmitted

    We’re currently unable to support our Portuguese customers who want to contact us via phone

    0
    1 year ago
    Justin Dean
    Justin DeanNew Participant

    Expandable Tracker Ticket WindowSubmitted

    Hi team! A quick one, but would it be possible to make the tracker ticket window (the one that pops up over a conversation when you click the + icon in Links) expandable? Currently, it’s fixed in size and creates some challenges for teammates around naming conventions and ticket discoverability. It would be great to be able to enlarge the window to uncover tracker ticket titles and see more than a few at a time without scrolling.As an aside, being able to create tracker ticket sub categories beyond open and and resolved in this window would be super useful also. Thank you as always!  

    0
    Justin Dean
    1 year ago
    Sandra W.New Participant

    Macro creation Field Copy/pasting formatting optionsSubmitted

    We would like to request an improvement to the macro creation field in Intercom. Specifically, we need the ability to paste content with formatting preserved from the original source. Currently, the paste functionality is very limited, requiring extensive manual adjustments to ensure the macro meets our formatting needs. Despite trying various options, the system only accepts basic text, functioning more like a simple note template than a robust macro creation tool. This enhancement would significantly reduce the time and effort required to create and format macros effectively.

    0
    1 year ago
    Edison MonnarNew Participant

    It would be nice all chats from the same user would merge into the previous user chat conversationSubmitted

    It would be nice all chats from the same user would merge into the previous user chat conversation automatically instead of manually, having to do this manually can be time consuming and bothersomeWe are not asking to remove anything like side conversations but show them merged as a whole chat and keeping the same feature of showing the side conversations that has been having with us

    0
    1 year ago
    Kevin JesmainNew Participant

    Junk - turning off or whitelisting usersSubmitted

    Is there a way to turnoff the junk filtering or whitelist specific addressed? We had a user be marked as junk when we had actively been talking to them.

    0
    1 year ago
    Brendan PooleNew Participant

    When Merging Conversations, Filter The List Of Conversations To Be From The Same ChannelSubmitted

    Merging email conversations and messenger conversations is not currently possible. It would lessen confusion to limit the conversation list when trying to merge to only show conversations from the same channel. 

    0
    1 year ago
    Edison MonnarNew Participant

    Can we edit additional user attributes from the same chat user window?Submitted

    It would be awesome if we would be allowed to edit user attributes after having added these additional attributes from the same chat window instead of having the hassle of heading to contacts, them company then select the user to edit the user attributes all the time due to time consumption

    0
    1 year ago
    AlanKTONew Participant

    Mentions - See allSubmitted

    Hello Intercom Community,I would like to confirm if there is an option in the mentions field to mark all “unread” messages as viewed. If this option does not exist, it would be interesting to have this feature implemented in the future.Thank you for your attention.😁

    1
    1 year ago
    AustinNew Participant

    A way to retrieve previously deleted Macros, such as an ArchiveSubmitted

    We have confirmed with Intercom that there is currently no way to restore deleted Macros. This would be a great feature to have, in case it’s discovered that deleted Macros are needed further down the road, or in case Macros are deleted in error. Such a feature could include an Archive option or similar, and possibly a customizable timetable for how long Archived Macros are available. Thanks! 

    0
    1 year ago
    Daniel IsleyNew Participant

    Add a participant or CC via workflowSubmitted

    Some clients request that a specific email address be added to all of their support inquiries for their tracking purposes. As of right now, we must manually add their email address as a participant or CC. It would be a great time saver (and ensure 100% compliance) to be able to use the existing rule of email domain contains: “example.com”, to trigger the addition of an email address as either a participant or as a CC in a workflow. 

    0
    1 year ago
    OnsiaNew Participant

    Ability to designate teammates as shift supervisorsSubmitted

    Many team rotate shift supervisors throughout the day that are online to help triage conversations/tickets and the first point in contact to support a teammate with an escalation. Proposed idea: The ability to set a workspace ‘topic’ that is pinned at the top for easy viewing on who is the designated Shift supervisor at the moment or even a free-text field that can provide key internal updates to the team online. Think of how Slack offers channel ‘topics’ which teams can use in a variety of ways to get high-level spot updates across the entire channel.  

    0
    1 year ago
    Smartr365New Participant

    Conditional (Reflexive) formsReleased

    I'm interested in enhancing our forms with dynamic options that adapt based on the user's selections. For instance, if a user selects option A, they would then see additional fields related to option A. Conversely, if they choose option B, they would be presented with fields pertinent to that option.This functionality is particularly beneficial for our Incident form. When a user identifies a specific system area that is malfunctioning, we want to present them with tailored options that will aid us in gathering more detailed information for our troubleshooting process.

    7
    Michaela Hone
    1 year ago
    PascalineNew Participant

    Hi ! As advised by @daniel m15​  , I post my feature request here 😊Released

    Hi ! As advised by @daniel m15​  , I post my feature request here 😊  I would like the option to merge tickets to be available in the Inbox. When we have two different tickets that are basically on the same issue, we wanted to merge both of them into one. We already use the duplicate detection and the associated closing if needed but for the management of our files and the follow-up of the requests we would sometimes need to merge the requests.  It is a functionality that we had in our previous customer relationship management tool and we are surprised not to find it here. Thanks and have a nice day 😉  

    4
    Michaela Hone
    1 year ago
    felipe.arquemanNew Participant

    Sub-categories for conversation dataReleased

    I'd like to create dependencies on my custom fields.I have a custom field that tells me the main subject of a conversation, but it would be great if I had the option of breaking the subject into specific subjects. It would lead me to more visibility on the subjects that are being asked the most.  For example:If I have a conversation data point called Category with a list of relevant things about our product, I would like to create a Sub-Category conversation data point that allows me to break this done. 

    4
    Michaela Hone
    1 year ago
    Wai-man FungNew Participant

    Attribute dependencies for TicketsReleased

    Would like the ability to do attributes based on dependencies so if a specific attribute value is selected then another attribute field would pop up to add information in. This is specific to things where additional context is required.

    5
    Michaela Hone
    1 year ago
    Albert BNew Participant

    Is there a way to merge conversations? Often times users will email us multiple times with the same query, and it would be useful to be able to merge these into a single threadReleased

    Is there a way to merge conversations? Often times users will email us multiple times with the same query, and it would be useful to be able to merge these into a single thread

    12
    Michaela Hone
    1 year ago
    Orla PNew Participant

    we​ really need a way to merge conversations.Released

    @eric f11​ really need a way to merge conversations. Is this coming soon? 

    8
    Michaela Hone
    1 year ago
    Lee
    LeeNew Participant

    I'd like to show conversation data to agents conditionally based on attributes selectedReleased

    Our team has been utilizing Zendesk for a while now, and we've found that it provides excellent ticket field options. One particularly useful feature is the ability for certain fields to appear conditionally, depending on what's been selected in other fields. Let's say we're discussing a shop and I've got 1000 fields. One of those fields is where agents choose the product type. I want only the fields related to that product type to be visible for the agents to select. For businesses that offer a wide array of products or services, this would be a significant victory as they require a comprehensive way of capturing diverse details on each of them.

    12
    Michaela Hone
    1 year ago
    EthanNew Participant

    Reporting for One-Touch ConversationsArchived

    Hey Intercom Community,I’m looking to create a report to where I can identify conversations where an agent only sent 1 response and 1 response only. That response was then satisfactory and the conversation is then closed. What’s the best way to gather all of those conversations in a report?From my end, I see ‘Replies per conversation’ as a Metric, but that doesn’t seem to be exactly what I want to accomplish here. What would you all recommend to accomplish this? Thanks and let me know if there are any questions! 

    7
    Michaela Hone
    1 year ago
    valNew Participant

    Remove language picker from the Help Center headerArchived

    If our Help Center is only going to be in English, is it possible to remove the language picker from the header and drop “en” from the URL?

    4
    Michaela Hone
    1 year ago
    Brandon Foret
    Brandon ForetNew Participant

    Native Forms for requesting information from leads/usersArchived

    We primarily use inbound emails as our form of communication. Many times, it is hard to collect their qualification information specifically just a basic name. The “Ask a question” app that is created by Intercom helps, but it only allows one question at a time. It would be great to have another way to do this, or if that app was updated to allow you to add multiple questions.

    4
    Michaela Hone
    1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Enable Canvas Kit Sheets/ iframe for inboxArchived

    Enable Canvas Kit Sheets/ iframe for inbox

    4
    Michaela Hone
    1 year ago
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