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Brandon ForetNew Participant

Wix IntegrationArchived

It would be so useful if there was a native app that could be setup between Intercom and Wix so that data would automatically transfer in between the two without having to setup complex API’s for us that are on small teams with no in-house developers.

Daniel RönnbergActive User

Add keywords to help articlesSubmitted

It would be extremely helpful to have the ability to add keywords to an article, making it easier to find. For instance, on our platform, users can invite colleagues to collaborate within the tool. While we use the term “Invite,” users might search for “Add colleague,” “Connect with colleagues,” or other variations. If their search terms don’t match our exact wording, relevant articles may not appear in the results.Being able to assign keywords to articles would ensure they are discoverable regardless of the terminology users choose.I came across a suggestion in the Support forum to include a callout section at the bottom for keywords. However, since these keywords would be visible to users, this approach isn’t ideal.Additionally, it would be great if the bot could leverage these keywords to identify relevant sources when responding to users’ questions.

LunarNew Participant

Request for new conversation state "Wait for customer reply"Submitted

The snooze functionality takes way too many clicks and modifications (snooze 7 days) and does not suit the needs for working on a case with longer threads. We currently use “Close conversation” as the only viable option that meets our requirements, but then we do not know how many cases we should expect a reply from and which ones are actually closed. With a state like “waiting for customer reply” we could easily understand how many conversations we should expect a reply from and we can easily build automated reminder flows that pushes for answers and eventually closes the conversation.

ValentinaNew Participant

.log file extension not supportedSubmitted

Hello,When our customers send files with extension .log Intercom tickets are not able to capture it, so the attachment is not showing. In my company our support team needs to be able to receive and view such logs to resolve technical issues..log files are not listed here as unsupported but your Customer Service team confirmed they are not supported.Could you please make them available to view in tickets?

Grace NdabananiyeNew Participant

More auto-close abandons options for FINSubmitted

Context/background: I’m currently trying to boost or promote our “Talk to a person” button at the end of Fin conversations. Currently, they’re rather small and unintrusive, so customers often don’t know they can access Live chat with the team or human that way. So they often abandon the conversation. One idea I tried was to add a message when customers become inactive, to prompt them to click the button. However, it looks like the original buttons get hidden when inactive. So, while I’ve amended this so users know to open a new chat to do this, but this isn’t ideal. Idea(s): So following this, I have 2 ideas:Idea 1: More options for when customers are inactive: E.g. a workflow, or custom answer. Setting for how long users can be inactive before the live chat it closed. If possible, options to highlight the buttons. Idea 2: More customisable options for buttons. It would be nice to have the buttons be bigger. Maybe get these to pop-up or highlight after a while.

Alexandra DannaNew Participant

Create alerts for changes to tracker tickets and back office ticketsSubmitted

Current StateUpdates to tracker tickets do not impact the state of the primary ticket while back office tickets’ updates will impact the primary ticket.IssueOur Support teams, primarily our Technical Support teams, have to design different workflows (not the product feature) to manage back office and tracker tickets. This leads to missed updates on tracker tickets when Jiras are updated or resolved.RequestIt would be great to not only align on the behavior of these two ticket types but to also create a feature that allows the owner of the back office or tracker ticket to alert the owner of the primary ticket when a ticket has been resolved. This alert could be something as simple as an indicator on the ticket in the inbox or an option at the time of resolution to say, “yes, reopen the primary ticket and alert the ticket owner.”

Noam Ben Harush ShaniConnector

A/B Testing for all workflowsSubmitted

I think being able to A/B test not just outbound (when user visits a page) workflows, but all workflows, could be highly beneficial for testing out changes (in policies, handling etc) before committing to them. This could especially be useful creating an A/B testing PATH inside a workflow - trying to see how customers react to FIN for example, before feeling comfortable setting it live.

Ben HizakActive User

Create Ticket pageSubmitted

Allow a page which allows clients to create ticketlarge window (not chat) Client can /required set the respective fields for that type of ticket Example from Zendesk:Example from Atlassian:

Phil RosenbergerNew Participant

Workflow Phone Reply OptionsSubmitted

I’m setting up a workflow for support related phone calls. I like the Reply Options feature, it works well to help direct our callers to the right department. It would be helpful for me if I could specify a default option that gets chose if there is no input from the caller. Something like “Press 1 to setup a callback or wait on the line for the next available specialist” would be helpful for the specific screenshot example I attached. Another option that might be useful is one for repeating the menu. At the very least, a timer to have the options listed again would be nice. Something like, “press 5 to hear these options again” would also be useful. Currently, there is a “start over” option, but that takes the caller back to the beginning of the workflow itself. Thank you!

Jon A12Connector

Voice to text?Archived

Hello, can i write articles using my voice instead of typing? Or is it on the product roadmap at all?

sonesuNew Participant

Don't make tooltips reappear when users clear cookies. Series don’t relaunch—why should tooltips?Submitted

We heavily rely on series and tooltips for product adoption and onboarding, as we launch new features every quarter.All our users are logged in, and Intercom detects them.For series, checklists, and posts, Intercom does not trigger them again, even if a user logs in from a different device. However, tooltips reappear because they rely on cookies, making it seem like it’s the user’s first time seeing them.This can be frustrating for users who have already adopted the feature.Could tooltips be based on user identification instead of browser/device cookies?

KhaftkoNew Participant

Articles sync with Google DriveSubmitted

My team and I have around 4k+ articles, and we update them on a daily basis. Since we keep the backups in Google Drive, we also have to update them manually each day, which takes up a lot of time.It would be great to be able to sync articles or sections of articles to specific Google Docs or Folders so that the synchronization could be done either by clicking a button or automatically on a regular basis (once a day/a week/a month etc). It can be either a one specific article connected to a specific google doc, or the section of articles to a folder etc.

Daniel RönnbergActive User

Remove folders without removing contentSubmitted

I deleted a folder from my Knowledge view containing snippets. I just wanted the folder deleted, not the content (which should have still been kept in the main "Content" folder). I clicked too fast, not noticing that deleting the folder also deletes the content (odd, if you ask me). Luckily, I remember what 7 of the 9 snippets were about, but still a hassle having to re-write them. Feedback for future development: Add an option on whether you want to delete just the folder or the content as well if you remove a folder from the Knowledge hub.

Vince CrivelloNew Participant

Filter Report for This WeekSubmitted

Please add a preset Date filter for reporting that allows for viewing “This Week”.Whether “This Week” starts with the previous Saturday, Sunday, or current Monday, I’m indifferent, but this would be a massive help for our CS org

Nicholas BaggettNew Participant

Option to Hide Data Field Names Inside Conversations when Collecting Data from a UserSubmitted

I would like the option to have the ability to hide the data field name from a user, when collecting the data. This would be particularly useful for cases when the naming convention of a data field is generalized for internal workflow purposes. For example, I have a general Custom Action that can update a Ticket Attribute. Thus, the fields for this action are named “Ticket Attribute Name” and “Ticket Attribute Content”. By allowing the user to update the “Ticket Attribute Content” field, I can easily collect their information and store it inside my ticket attributes. However, this is not a good look on my company and makes the automation look unpolished.In addition, we could see how this is useful for branching logic inside workflows based on data attributes that possess generalized names which can be used in several contexts. This will help to clean up my attributes in my workspace, reduce the number of Custom Actions I will have to create, and allow for companies to look more professional while maintaining tidy and efficient background logic.

ZachBNew Participant

Add timers for tickets - allows task tracking for later billingArchived

In other systems that generally include billable support features , there are generally start/stop timers on a given Ticket/Conversation.Solutions like this are ; HALO PSA, SuperOps, FreshDesk, etc.A simple timer module with hours input override would make this competitive for task/ticket time tracking systems.

Grace NdabananiyeNew Participant

Export data from Fin Content areaArchived

We use a separate Knowledge Base system to create the articles to add to the Fin Content area/to power Fin’s answers. While the bulk of these articles have been uploaded, we are needing to manually import the external content when new articles are created. To help with this, it would be useful to be able to download and export the data of the existing content added to Fin, as we could then cross-reference this with the articles we have on in the other Knowledge Base database.

David StanardNew Participant

Full two-way email sync instead of just one-way forwardingArchived

Ideally Intercom would support full two-way email sync for Office 365 so that email responses from Intercom inbox would appear in sent folder in Outlook. Other Help Desk providers have this feature.

Aziz KhouryNew Participant

Can I used custom Autocomplete Select fields in the data-collection workflow? mainly async loading itemsArchived

Instead of loading each option in the Select fields, can we use a custom-field or loading the list via an API that we can provide? We have dynamic long list of items that I really don’t want to manually maintain on the Intercom UIIdeally, I am going to ask this anyways, I’d like to be able to import my own fields-widgets, or if you can support iframing them, with some sort of a postMessage back and forth DOM API, this way, you can support complete custom Fields Thank you

David StanardNew Participant

New message_type to record phone call via APIArchived

Currently, there is no method for 3rd party services like Aircall, DialPad, TalkDesk, etc to record a conversation for a call activity that was not triggered from within Chat. They each adopt slightly different hacks to log calls, e.g., record as a closed ticket, or record as a closed chat conversation. There should be a dedicated message_type in the API in order that calls can be distinguished from other conversations.

Victor CapillaNew Participant

iOS minimum version SPMArchived

Hello!Recently, we’ve experienced an issue with the SPM dependency update. 2 weeks ago we increase the SDK version of Intercom for iOS from 9.4.4 to 16.0.0.Apparently all was good, the app does not crash, the Intercom functionality was so nice, and all the people were happy. But, after we deliver this new version, we found that all the users with devices where they are running iOS 12, the app does not open, the application crashes just by opening it..We discovered that the problem comes from the iOS 12 restriction since version 11.0.0. Having said that, I would like, if it should be valuable, to add the minimum target version for the SPM inside the Package.swift in order to receive a red alert when engineers update the SPM version with projects with iOS 12 as a minimum target? Not only for this case, for the future cases, it will be nice to have!Example: platforms: [ .iOS(.v13)]

LiborActive User

Custon script for ArticlesArchived

Currently, GA is the only tracking option for Articles. We would like to apply other tracking (in our case, Smatlook) as well. But there is no way to inject any script or GTM. Alternatively, it would be great to have other tracking options natively availble (Smarlook, Hotjar, Fullstory, Adobe Analytics etc.)

Erin KActive User

Status of TaggingArchived

I wish there was a way that when I bulk tag a bunch of users from a series or something I could see the status. It doesn’t happen instantly, so it can be hard to know when all the users have completed tagging unless I know the exact number from all of the sources I’m tagging.

Deni Vervloet ChvojkovaNew Participant

Ruling on news itemsArchived

We have customer from different countries hence we offer our website in three different language. When we post regular posts, we simply create them three times - one for each language and set the ruling. However, ruling is not possible on the new items. This is a shame as we really like the layout and would like to use it. Can you please add ruling to the new items as well?

Aziz KhouryNew Participant

Can I add/edit/remove FIN content & manage their audience via the API?Archived

I have hundreds of PDF files, and many webpages that are behind a login, that I would like to push as content via the intercom API.I do understand the files and size limits, but willing to do the merging on my end and push to intercom programmatically. I definitely need to manage the audience of each “Content” instance as well via some rules like tags and other things. I know the UI supports all that, but I’d like to do this via an API

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