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    3167 Ideas

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    Tyler WilkesNew Participant

    Workflow Trigger for Teammate StatusSubmitted

    Currently you cannot trigger a workflow off a change in a teammate’s status. We are facing issues with our BPO team when a teammate’s status is Away, and their conversations are reassigned. The BPO team (and new team members) assign the comm to the previous assignee. It would be great if we could trigger a note that would appear on the conversation to make it very clear to internal agents why the conversation has been reassigned.

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    Forum|Forum|1 year ago
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    PabloNew Participant

    Visible pending tickets in later conversationsSubmitted

    Hello! Right now (e.g.) Back-office tickets are only visible in the conversation they were tied to or created at. With fast-paced support it is crucial to see any pending requests/tickets (those which are still open).It can be added as an on/off setting to actually see them in later conversations with the user, the same way it is in the connected one. Maybe also a feature to cross-post a note to the active conversation.It would be a game-changer for us specifically and for more fast-paced services and fields of work. And it’s a rather common feature on the market, AFAIK. Hope this gets some attention! :)Thanks in advance and have a nice day everyone reading. 

    4
    Nur Nahid
    Forum|Forum|1 year ago
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    Luciano NievasNew Participant

    Reporting Reasons for Absence StatusSubmitted

     Hello good day,How are you?Although today there is a report that tells you how long you were away, I would be interested in there being a report on the analyst's absence status. Example: How long was it at lunch? How long were you out of the office and/or for another reason?I remain at your disposal,Best regards.  

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    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Ability to see when a macro was used in a conversation detailsSubmitted

    Hello,Requesting to make it possible in the conversation internal details to be able to see when a macro is used. Meaning, to see when a message sent is a macro vs just the agent’s own words. Thank you for your consideration. 

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

    Messenger - Ability to set apps, links, etc for both Users & Visitors easilySubmitted

    Problem to Solve:It can be extremely cumbersome to set the rules for both users and visitors separately when adding apps, links, etc to the messenger, especially since many times they share the same elements and there are times we have 10+ URLs we have to add. Use Case:We have to use this a lot for holidays since we have different brands that don’t all share the same holidays, and for some reason the “does not contain” does not always work to allow us to only list a minimal amount of URLs vs. listing all of the ones it is applicable to. Request:Add a setting that allows you to check whether or not you want it for both visitors and users vs. having two different places you need to add these items.Image Example: 

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    Milan
    Forum|Forum|1 year ago
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    Luciano NievasNew Participant

    Display time when the customer viewed my messageSubmitted

    Hello everyone How are you?I came up with an idea that is linked to the last time the customer saw our message and that this information can be visualized when we put the mouse cursor above the word "seen" next to the time of how long ago we sent a message because if we place it we see what time the message was sent. I understand that you can also see the last time the customer opened the App in "last time on android/ios"Hope you like it, attached reference screenshot.Best regards. 

    3
    Graziela
    Forum|Forum|1 year ago
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    User2149Active User

    A Quick Link with conversation_id variableSubmitted

    I was wondering if there is a way to have a dynamic link in the intercom inbox (on the right side) where we can store a conversation_id as a variable ?Quick Links is exactly what we’d need, but there is no option to add a conversation attribute. Only User, Company or Event attributes.

    1
    Jennifer K
    Forum|Forum|1 year ago
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    Sigrid JorgensenNew Participant

    Ability to hide Response time for specific Team InboxesSubmitted

    We would like the ability to Hide our response time for specific team inboxes. Especially as we have teams that support the US from EMEA and we don’t like promising a particular time or any of the vague options. We want to just hide it.

    1
    Jennifer K
    Forum|Forum|1 year ago
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    Annie MoosherNew Participant

    Collect long-text entry as dataSubmitted

    Hi team, I would love for Intercom to allow long-text entries, in particular in relation to surveys, to be collected/stored as data. Other response options have this capability — such as the radio options, short-text entries etc. I don’t think it’s necessary to store someone’s entire long-text response, but even just a preview of up to 300-400 characters is helpful. It would be great to be able to view this on conversations, rather then needing to go back into the Responses tab of the survey, try to look up the person’s name and their comments, etc. Thanks all! 

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    Forum|Forum|1 year ago
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    Darjus SaksonConnector

    Change size of the textSubmitted

    Suggestion to make customizable messages in workflows and signature from perspective of text size. When message and signature are written with same size for users it is difficult to read the text.

    1
    Jennifer K
    Forum|Forum|1 year ago
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    Josh DowdyConnector

    Callback FeatureSubmitted

    When a customer is on-hold and requests a callback it would be nice if there could be a way to prompt them for what their direct dial number is.  As we have Partners calling in from huge companies that all use the same outbound caller ID.  If we could prompt them for the direct dial number it would insure their call back is received. 

    1
    Jennifer K
    Forum|Forum|1 year ago
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    SwingMatchNew Participant

    Help Center Language selection should be hidden if there's only one language to select fromSubmitted

    It’s taking prime real estate at the top of the page while providing 0 value: 

    1
    Jennifer K
    Forum|Forum|1 year ago
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    Bradley CoyleNew Participant

    Queue Closures for certain times throughout the daySubmitted

    Hi Intercom team! We would love to see a feature that would allow us to easily submit certain times that the queue may be closed do to certain activities for the business (meetings, townhalls, team building activities). It would be awesome to have this feature be flexible as these activities may change based on business needs. Thank you for considering these ideas from the community. 

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

    Proactive Support (Posts) - Share until dismissed / Snooze OptionSubmitted

    Goal:Continue to show a large post until a customer dismisses it and/or have the options for customers to snooze a big post. This is a feature that Pendo has that worked really well.  Problem to Solve: When customers are busy and are moving fast they either click on the screen to get around the post and/or dismiss it because they don’t have time to read it. Would love the option for them to be able to snooze it so that they’re able to have it pop back up again.  Other Systems:Pendo has the option on the back-end to set the snooze length, so we could choose if they click the snooze button whether or not it snoozed 1 day, 2 days, 1 week, etc. Would be nice if we could have that option and/or the ability for the customer to choose their snooze length. 

    1
    Jennifer K
    Forum|Forum|1 year ago
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    Darjus SaksonConnector

    Improwment of email chain stabilitySubmitted

    Hello, There are some issues related to the email chain stability.As i know it is related to the subject.Some customers had no issues when we worked on zendesk, now each customer's new answer it is like a new conversation ticket. We have raised this question to your support but the answer was that it is a problem with the customer's email client.Also if it is related to the subject it has issues with sending answers to conversations converted to tickets where conversation start on chat but going via email- all tickets has ticket subject like “Ticket”

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    Forum|Forum|1 year ago
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    Tom HiggsNew Participant

    Mobile Device related attributes in reporting (Android version, Android Device)Submitted

    Currently we can filter posts based on a number of device factors (Android Version, Android Device) it would be good to have these attributes available in reporting to see the number of conversations by Android Device or Version for example.

    1
    Erin
    Forum|Forum|1 year ago
    Sam M13
    Sam M13Connector

    Send Assignee Email through Custom ActionsSubmitted

    It would be nice to be able to pass Assignee Email over Custom Action so that we can update data fields in 3rd party systems. This would allow us to do a look up in systems like Jira or Salesforce to make updates appear from the correct user. Example: I send Assignee Email over when creating a ticket in Jira. In Jira, I create an automation that looks for a user with the same email and updates the Reporter to be that user.

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    Milan
    Forum|Forum|1 year ago
    M
    MotahareNew Participant

    Clarify Before AnsweringSubmitted

    It would be great if the Fin AI agent clarifies the question with the customer first, perhaps rephrasing the customer's original question to ensure understanding, confirms their interpretation, and then provides an answer only after the customer verifies that the question has been correctly understood.

    3
    Milan
    Forum|Forum|1 year ago
    C
    Copper MarketingNew Participant

    Conversation Rating is UnknownSubmitted

    I want to build a list of customers who have never submitted a Conversation Rating. Currently, if I select Conversation Rating as a field to filter by, I can only select a specific rating, or greater/less than ratings. There should also be “is unknown” like other attributes have.  

    2
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    Forum|Forum|1 year ago
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    Rukhsar KeshwaniNew Participant

    Editing options while using tables in ArticlesArchived

    Is there any way to add multiple rows and coloumns to a table created within an article. I can only see an option to add 1 of them at a time and it's very slow and frustrating. Would love more edit options on articles for different font styles and sizing. 

    4
    Lucía
    Forum|Forum|1 year ago
    R
    Rasmus SvenssonNew Participant

    Scroll to bottom of ticket activity list when opening a tracker ticketSubmitted

    Currently when you open a tracker ticket which has had a lot of activity (notes added, statuses changed, attributes changed, etc.) the tracker ticket will open with the top of the ticket visible. The top of the ticket shows the oldest ticket activity and not the latest.Since we use tracker tickets for bug reports (with connection to our external dev. tracker system), the activity list can become very long and we need to keep an eye on the updates in the tracker tickets.Because of this, we would like to have the possibility to show the bottom of the ticket (the latest activity) when opening a tracker ticket in the Inbox/Help desk.Customer tickets open with the latest activity visible (bottom of the ticket). This is the behavior we would like for Tracker tickets/Back-office tickets as well. Current behavior in Tracker tickets when opening it: The behavior we want when opening a tracker ticket: 

    1
    Erin
    Forum|Forum|1 year ago
    Jessica Quinn
    Jessica QuinnNew Participant

    Add Custom Answer Internal Notes/ DescriptionSubmitted

    It would be great if an internal notes section/ description section was added to Custom Answers. 😊This would allow you to add links to internal resources and give context to why this custom answer was created, especially if it is issue specific/ temporary and regarding something that will be improved in the near future.In this case: you could link the internal issue/ improvement URL in the notes/ description section and note down the date that you intend to keep this custom answer live and why etc. so that there is full transparency internally for the purpose of each custom answer.

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    Nur Nahid
    Forum|Forum|1 year ago
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    Jon A12Connector

    Page View stats for the help centre homepage and collection pagesSubmitted

    I’d like to understand how many times the help centre homepage is being seen, by user and tags, as well as the collection pages

    1
    Milan
    Forum|Forum|1 year ago
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    Stefan RutkaNew Participant

    Define a tooltip with delaySubmitted

    I want to define a delay (f. ex. 1 sec) before a tool tip appears, when hover the mouse above the element/button

    1
    Milan
    Forum|Forum|1 year ago
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    Support AdminNew Participant

    Customizing Fin email pages to improve our product brandingSubmitted

    When utilizing Fin over email, the responses and the pages users are directed to when selecting "That helped" or "Connect to an agent" are heavily centered on Intercom branding (see pictures below). It would be highly beneficial to have the ability to customize these pages and responses. Specifically, we would like to edit the colors and modify the content to better align with our product's branding. Our goal is to ensure our clients feel connected to our product, rather than to Intercom. We hope this feature can be considered for implementation.    

    1
    Nur Nahid
    Forum|Forum|1 year ago

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