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    3167 Ideas

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    Inna GrynovaNew Participant

    Allow uploading PDF to a chat on mobile Messenger (SDK)Submitted

    That’s a feature I’ve been requesting for years. I move from one company to another, but the feature is still not there. Please, prioritise.We need a way for customers to send us PDF via chat. As a financial mobile app, we need to collect various documents from each of our customers. So 100% of our users are facing this problem. The only way to contact us is via in-app mobile chat (Intercom Messenger SDK). We don’t have any web-version. Please, allow submitting PDFs and potentially other files on mobile SDK, like you allow doing it for all the rest channels.

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    Forum|Forum|1 year ago
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    Duncan I.New Participant

    Search inbox by keywords in voicemail transcriptsSubmitted

    Voicemail transcripts are not included in the query results when one searches the inbox in which they are assigned.  Regulations dictate that we prioritize certain messages above others.  Example: Fraud, Scam, Scammer, victimAs it stands now the agents must comb through each VM transcript one at a time.

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    Forum|Forum|1 year ago
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    Darjus SaksonConnector

    Merge in workflowSubmitted

    Hello there is one idea how to use merge: We have issue with some customers. Each answer to email creates new conversation.based on Intercom support team issue on customer email client side.All conversations has same subject but with additional RE: in each answer.If merge would be available in workflow based on subject rule- tickets would be merged in one  and we and our customers would be more happy:)

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    Forum|Forum|1 year ago
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    Philip MacDonaldNew Participant

    Store sort order of Knowledge topicsSubmitted

    Can you please add a feature request to store sort order on Knowledge topics when viewing /knowledge-hub? Previously the sort used to default to Last updated at (descending), which is ideal, but now it always defaults to Title. This makes using the page really painful to use, because any time I change the page, the sort order resets. 

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    Forum|Forum|1 year ago
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    Duncan I.New Participant

    Reduce the number of clicks needed to select dateSubmitted

    It would save us a lot of time in the UI for selecting a date in tickets was improved. Here is a picture of the current layout:Let’s say the customer’s date of birth is 12/18/1984, So we would need to navigate through 12 months 40 times for a total of 480 clicks.It would be great if we could type in the date, or at least select the 3 different parts from a drop-down.  A dropdown for ‘Month’ a dropdown for ‘Day’ and a drop down for ‘Year’ would definitly reduce the number of actions needed.

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    Forum|Forum|1 year ago
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    BastianNew Participant

    Support for Conversation Topic Suggestions in Multiple LanguagesSubmitted

    It would be incredibly helpful if the conversation topic suggestions feature supported additional languages beyond English. Expanding language support would make this feature more effective for teams operating in non-English-speaking regions, improving efficiency in analyzing customer interactions.As a Norwegian user, I’m particularly interested in seeing support for Norwegian. This would make the feature an even more powerful tool for analyzing Jobs-to-be-Done (JTBD) and managing top tasks in my native language, enabling better prioritization and actionable insights

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    Forum|Forum|1 year ago
    Candyce
    CandyceNew Participant

    Custom Reports Outside of Intercom DataSubmitted

    It would be a great feature to be able to create custom reports WITHOUT using Intercom data. Due to us still being in the process of migrating all customer communications into Intercom, and really we don’t use Intercom for all customer data in general as most people don't either, our reports on Intercom are not necessarily accurate. It would be nice to be able to enter custom data in addition to the Intercom data to make reports. I am very OCD so having to make additional reports outside of Intercom drives me crazy since they end up not looking uniform. 

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    Candyce
    Forum|Forum|1 year ago
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    BastianNew Participant

    Count Filtered Tags Exclusively in ReportsSubmitted

    It would be helpful if the reporting feature in Intercom could count only the filtered tags without including other tags from multi-tagged conversations. This would provide more accurate insights when analyzing specific tags in conversations, as currently, reports may include data from conversations that are multi-tagged with other tags not in the filter criteria.

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    Forum|Forum|1 year ago
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    DaraNew Participant

    Sort "Snoozed" conversations from the time they're scheduled to reopenSubmitted

    When sorting the “Snoozed” folder, we can currently sort by:  I would like to sort the Snoozed list based on when the conversation is going to re-open. When tickets re-open, they flood the inbox and my workflow is to tidy up my snoozes before they automatically un-snooze. I have different snooze schedules for different conversations, so being able to identify the ones I need to action would be really helpful.  Kind of like a “waking up soon” view. 

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    Forum|Forum|1 year ago
    Niels Kristiansen
    Niels KristiansenNew Participant

    Implementing a banner that can be reused and reactivated, using schedulerSubmitted

    It would be ideal to have a banner that can be shown to customers multiple times, even after they’ve closed it. For example, suppose you run an e-commerce store and discover a long-term issue with one of your payment gateways. You rely on daily customer visits, so it’s crucial that the banner message reappears every time they return, or at least resets each day to show to all who have seen it the day before.Currently, whenever a user dismisses a banner, you must create a new one for any subsequent alerts. This makes it challenging to reuse a single banner for ongoing issues, errors, or other important notices. Additionally, because we need as much screen space as possible for our solution, we can’t simply remove the close icon to force the banner to remain at the top.

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    Niels Kristiansen
    Forum|Forum|1 year ago
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    Mandy VellaNew Participant

    Issue with Client Reply Formatting in IntercomSubmitted

    Good morning, I wanted to bring to your attention an issue we’ve encountered. When a client responds to a conversation or ticket by replying directly to the CSM using a different text color, this formatting doesn’t carry over into Intercom. All text appears in the same color, making it difficult to differentiate their comments. As a result, we often need to either: Ask the client to clarify their response, or Forward the email to our personal inbox (e.g., Outlook) to view their comments as intended. Here’s an example of a client email:  https://app.eu.intercom.com/a/inbox/mc3a8p9u/inbox/admin/50024011/conversation/46678 Could you please advise if there’s a setting we can enable to resolve this, or if this could be submitted as a feature request for improvement? ​​​​​​​Thank you 

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    Forum|Forum|1 year ago
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    JoeyNew Participant

    Revert back to the old navigationSubmitted

    The new sidebar navigation launched a little while ago and it’s definitely a huge step back for our team working in Intercom.We manage a lot of workspaces and provided feedback during the beta phase. None of which have been implemented.The main issues:Twitchy expand on hover, it’s very annoying having the sidebar pop-out every time you hover over an icon. Especially as there is no added information thus no value. The removal of workflows/ automations from the primary nav and hidden it. This is the menu item we probably click most. The option to see which workspace you are in without clicking. When working in 20 different instances it is obviously incredibly important that you are in the right one. Previously you could see this by simply hovering. Now it’s hovering and clicking.Very frustrating to see this change, especially after clearly stating this to the team working on it.

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    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Ability to see what the customer is typing in chat modeSubmitted

    Hello,Putting in a request to be able to see what the customer is typing in the chat real time before they hit send. This will often give agents the ability to take quicker action for the resolve.This was a feature in the Salesforce chat instance we were utilizing previously.Thanks for your consideration! Angie Walls on behalf of Brandon Tann 

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    Forum|Forum|1 year ago
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    Jazmine JacksonNew Participant

    Ticket Bounce NotificationSubmitted

    Hi there, When sending outbound customer-facing tickets, it would be helpful if we were notified if the message bounced. For example, if comms are sent to a customer email that no longer works at that company -- the ticket/email will bounce, but we have no visibility into it. Therefore, we continue to reach out to someone that will never see our message. [This is separate from Outbound Messaging.]

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    Erin
    Forum|Forum|1 year ago
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    Kristian ClintonNew Participant

    Allow backoffice tickets to link to tracker ticketsSubmitted

    Feature request: The ability to link back office tickets to tracker tickets.

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    Forum|Forum|1 year ago
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    Thomas LochNew Participant

    Ability to create follow up via omni channelSubmitted

    Currently when a user does not respond back to a reply of ours, an email is sent to them, we’d like to have sms sent as well to ensure the customer sees our message. 

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    Forum|Forum|1 year ago
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    Amanda SadisNew Participant

    Macro TrackingSubmitted

    Would it be possible to extend the macro tracking from 30 days to a longer time period?

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    Graziela
    Forum|Forum|1 year ago
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    Alison PerkinsNew Participant

    Ability to notify @channel when posting to SlackSubmitted

    Slack channels are sometimes muted. Add the ability to notify @channel when posting to Slack using the Slack integration.

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    Erin
    Forum|Forum|1 year ago
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    Fabio SeminarioNew Participant

    Allow for additional text formatting in conversations.Submitted

    Would like to be able to underline text as well as use bulleted and numbered lists, and block quotes. Thank you

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    Forum|Forum|1 year ago
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    Joseph Van Der WeeNew Participant

    Android help centre search hidden behind status barSubmitted

    On Pixel 7a. P.S I really wish we could raise issues on the GitHub repo

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    Forum|Forum|1 year ago
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    Blue FlagNew Participant

    Can I hide resolved tickets on the customer's sideSubmitted

    We would like it so that only open tickets show on the customer’s ticket list. Is this possible?

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    Forum|Forum|1 year ago
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    Sarah MastersNew Participant

    GIF optionsSubmitted

    It would be great if we could customize our GIF options. A favorites list, the ability to see more than just the alotted 20 suggested GIFs, maybe even blocking GIFs you don’t like. 

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    Forum|Forum|1 year ago
    Pat Barlow
    Pat BarlowConnector

    Allow me to pick custom colors for charts in reportsSubmitted

    I have a positive and negative attribute, but this is confusing to report on when I can’t make the positive attribute green, it’s red by default which makes it look bad

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    Erin
    Forum|Forum|1 year ago
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    Ethan PatrickNew Participant

    API: Recent Page Views?Submitted

    Are there any endpoints in the API that would pull the Recent Page Views for a user? 

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    Milan
    Forum|Forum|1 year ago
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    SpotAINew Participant

    Request greater UI customizationSubmitted

     Customers are reporting that opening tickets can be confusing with too many clicks needed to get to their objective. Since every company need is different, I’d like the ability to tailor the UI to best suit our customers.Examples:‘Home’ menu pick is basically the same as the ‘Help’ menu, but displays featured KAs, degradation notices, and optionally prominently displaying customer maturity content. We could consolidate desired ‘Home’ functionality into the ‘Help’ menu to clean up the interface. ‘Help’ is useful because it shows all of the available KAs. But the name ‘Help’ can be confusing (customers seeking Help via a Support Ticket isn’t going to get satisfaction).  We think that renaming ‘Help’ to Documentation would make things more obvious to our users. ‘Messages’ and ‘Tickets’ can be confusing.  ‘Messages’ leads to the KB and/or opening a Support Ticket.  ‘Tickets’ leads to existing tickets, not creating a new ticket. I believe that the mockup below will better distinguish these workflows. This should simplify the workflow, clarify the process funnels, and result in less clicks. Also, we might consider changing the link of the Existing Tickets to take them directly into their company’s Ticket Portal. Mockup, showing new landing page on the left & results page on the right: 

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    Milan
    Forum|Forum|1 year ago

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