Product Wishlist | Community
Skip to main content

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

    Idea Pipeline

    Filter by idea status

    Browse by category

    3167 Ideas

    B
    Barry TurnerNew Participant

    Spam, and blocking spamSubmitted

    It would be good if as a user im able to delete spam. It would also be good as a user, that when i select the spam message that i am present with two options:Not Spam BlockThat way, i can reduce the amount of spam i receive over time by blocking those emailing me with spam. 

    2
    J
    Forum|Forum|1 year ago
    B
    belsageNew Participant

    Remove "from" Company name on sender email addressSubmitted

    The problem area is the "from" which is translated based on the support agent. My team will have several people sharing the same account for the Support inbox and they are all use different languages. So this creates an inconsistent experience with customers where they will see the "from" in various languages depending on the Support agent that day. Just today we saw this happening where it showed "Teammate van Company" as it got translated to Dutch because of the agent that was using it at the time

    2
    B
    Forum|Forum|1 year ago
    M
    Me3 AdminNew Participant

    Side Navigation for Help Center (like Intercom's own Dev Docs, and Gitbook)Submitted

    Hi everyone,I was super disappointed after investing into Intercom to see that the side navigation that is available in their own Intercom Dev Docs isn’t an option at all in their customer-facing Help Center platform. This is an official request to make it easier to navigate the hierarchy of articles, which Intercom already believes is important :-) Here’s example of Intercom’s Dev Docs:  And here’s example of Gitbook, which is fantastically organized:  Who’s with me?!

    4
    Nur Nahid
    Forum|Forum|1 year ago
    A
    Annie VenierNew Participant

    Have a multi-selection stayed selected after an action to enable a 2nd action to be taken on the same multi-selectionSubmitted

    If I select multiple conversations to tag all of those conversations, my selection then is unselected after that action. I then have to select them all again to mass close those conversations, or mass assign, etc. I would like the ability to multi-select and perform multiple actions on that selection

    1
    J
    Forum|Forum|1 year ago
    J
    Jake RubensteinNew Participant

    Clone articleSubmitted

    Having the ability to clone articles is valuable when using consistent, repeatable formats such as Release Notes or consistently structured help articles. 

    2
    Eduard Ungureanu
    Forum|Forum|1 year ago
    J
    Jack HughesNew Participant

    Permissions to limit the tickets seen in the Ticket PortalSubmitted

    Proposed:Allowing conditional permissioning for the Ticket Portal to allow:all users within a company to access the portal and see their raised tickets some users (tagged with some attribute) to see all the tickets raised by those in the companyThis would combat any potential sensitive data raised in a ticket.Just to use a very extreme example a user could raise a ticket to ask how to enter leave on our system for a user experiencing personal difficulties, in this case everyone in the company would be able to see that ticket.

    1
    U
    Forum|Forum|1 year ago
    N
    Neil LariviereNew Participant

    Report the amount of times an article has been sent by the teamSubmitted

    It would be great to be able to see a report of of the articles that have been sent by the team.  It would just give us insight to the most asked questions based on the article being sent and potentially make improvements to that topic is better understood by the user.

    1
    Jennifer K
    Forum|Forum|1 year ago
    M
    Milasin PetrovicNew Participant

    Fin AI Agent over Email: Customise the webpage "talk to a person"Submitted

    When enabling the FinAI agent over emails, we cannot customise the webpage "talk to a person" when it’s clicked by the user.  It would be very helpful if we could customise this webpage.

    1
    Jennifer K
    Forum|Forum|1 year ago
    C
    CloryNew Participant

    Ability to Tag Calls like conversationsSubmitted

    Would like the ability to tag calls just as can be done with conversations.

    1
    Jennifer K
    Forum|Forum|1 year ago
    V
    VivienNew Participant

    Export Text of Intercom Workflows for Content Management and TranslationSubmitted

    Hello! Currently it is very difficult to manage content across a large number of custom workflows. I was wondering if it was possible to export the text of workflows so that they could easily and quickly be translated?Long term, it would be great to have the option to have Help Centers and Workflows automatically translated.

    1
    Jennifer K
    Forum|Forum|1 year ago
    J
    Jake RubensteinNew Participant

    Add an option for "Move to Top" and "Move to Bottom" to the article options menuSubmitted

    Please add an option for "Move to Top" and "Move to Bottom" to the menu on articles in collections. It is cumbersome to drag an article all the way to the top when you have dozens of articles as they are automatically added to the bottom of the collection.This is particularly valuable in collections covering topics such as Release Notes or Newsletter where content needs to be sorted by descending creation date. It is also valuable when there is a new article that needs to be highlighted.Alternatively, an option to default sort a collection by article creation date could also be valuable. 

    1
    Jennifer K
    Forum|Forum|1 year ago
    Y
    Yair ZirulnikNew Participant

    Be able to filter or report on tracker tickets based on amount of conversations connectedSubmitted

    We are using tracker tickets for feature requests, and based on the amount of people that reported or requested the request we prioritize specific features. Problem is, trackers can’t be filtered in the search or in reports in ascendent or descendent order based on amount of reports (conversations connected), so it is hard for us to access our data. We are using tags to sort of go around this, but it feels intuitive that this should be doable too 

    2
    Nurit
    Forum|Forum|1 year ago
    B
    BeyondCartNew Participant

    Article suggestion based on the wordingSubmitted

    Feature that suggests an article based on the wording used by the customer in the chat

    1
    Nur Nahid
    Forum|Forum|1 year ago
    N
    Niels BaarsmaNew Participant

    Add a table to a collapsible sectionSubmitted

    It would be great if we could add tables to collapsible sections. The collapsible section is a nice way to "hide" further elaboration of a certain topic in which tables can be very useful.In the current situation it's confusing because it is possible to add a table to a collapsible section, but it's not possible to publish the article. 

    5
    P
    Forum|Forum|1 year ago
    dailymediainsight
    dailymediainsightNew Participant

    Enhancing Community Engagement and Support: Let's Brainstorm Ideas!Released

    Hey fellow Intercom Community members,Hope you are doing well. i’m erick from USA. I'm excited to be a part of this vibrant community, and I believe we can make it even better. I have a few ideas to improve our community, but I'd love to hear your thoughts and suggestions as well. Here is mine,How about organizing webinars on specific topics related to Intercom usage? We can invite experts to discuss best practices and answer user questions. Let's establish a program to recognize and reward active members who consistently contribute to the community by sharing knowledge, solving problems, and being supportive. A dedicated section for members to submit and vote on feature requests and improvements for Intercom. This could help prioritize development efforts.

    2
    Dianah Tripac
    Forum|Forum|1 year ago
    S
    Svitlana SemenikhinaNew Participant

    Disable or customize the shortcuts.Submitted

    Shortcuts are very suitable to use if they can be adjusted at least: each person has their preferences, and it's much easier to work with what you set up for yourself rather than adjust to default shortcuts (especially if using shortcuts isn't your cup of tea).

    5
    Michaela Hone
    Forum|Forum|1 year ago
    N
    Nancy RauschNew Participant

    It would be super nice to be able to remap the shortcut keys to my preferred values.Submitted

    It would be super nice to be able to remap the shortcut keys to my preferred values.  For example, closing a conversation is a lot of clicks.  Would be nice to have ctrl-x or ctrl-c or something similar like other keyboard commands in other editors.  If I could map them myself that would be great.  

    4
    Michaela Hone
    Forum|Forum|1 year ago
    U
    User2149Active User

    FIN ambiguous repliesSubmitted

    I would like to suggest a feature where FIN doesn’t answer a message or email if he doesn’t know the answer with a certain confidence leve.It should immediately transfer towards a human agent to avoid a useless back and forth with a customer or lead.IMO it’s better to get an extra message to a human agent then sending useless replies to people.Thanks!

    3
    K
    Forum|Forum|1 year ago
    J
    Jennifer BedardActive User

    Add Custom States to Ticket Data ExportSubmitted

    It would be incredibly helpful for client reporting to add the option to include time in custom states to the data exports for tickets, similar to the existing “time in submitted” “time in progress” and “time in resolved” options: https://app.intercom.com/a/apps/n7bz1b4g/reports/customer-support/export 

    3
    H
    Forum|Forum|1 year ago
    E
    Ed LeurebourgNew Participant

    Add Product Tours as a content type for AI AgentSubmitted

    If there is a relevant product tour to answer a customer question, Fin should be able to automatically offer it to the customer within the chat to complete.

    1
    Jennifer K
    Forum|Forum|1 year ago
    Y
    Yair ZirulnikNew Participant

    Apart from users and messages, be able to tag ticketsSubmitted

     Let's say I have a bunch of tickets connected to conversations, lets say the ticket type is "bug" and it's for bugs. Now if I wanted to tag all "bug" conversations in bulk, I couldn't. Because if I select them all and edit in bulk to add these tags, the system won't tag the tickets, as tags only work in conversations. This messes with bulk actions enormously.So we should be able to either 1 - tag tickets too, or 2 - bulk editing tickets to add tags, the tags should get added to the conversation that is connected to it. Tagging tickets sounds like the best, though, because then reports can be made based on the tags for them too.

    1
    Jennifer K
    Forum|Forum|1 year ago
    A
    Angie WallsNew Participant

    System Admin Customers to View all Tickets for CompanySubmitted

    Hello,Currently, to my knowledge, our customers are only able to view their own conversations and track their own tickets meaning it would have to be tied to their name.We would like to request the capability to set level access to tickets and conversations so that some of our customers (for instance system administrators) be able to access all tickets and conversations for their entire company. For our Enterprise customers we host meetings with key system adminstrators on their end to discuss current outstanding tickets and it would be ideal for them to be able to have sightline on this and minimally to be able to recieve and view the updates on tickets as they progress through various statuses. Thank you for your consideration.

    1
    Jennifer K
    Forum|Forum|1 year ago
    L
    LenaPMNew Participant

    Show emails send via Series in "Recent Conversations"Submitted

    When sending emails through the Proactive Support Series, they don’t appear in the “Recent Conversations” section, which makes it difficult to have a complete view of the User/Lead’s interactions. Currently, these emails are only visible when you directly access the user’s profile.    

    1
    Jennifer K
    Forum|Forum|1 year ago
    M
    Makeswift SupportNew Participant

    Add an "Upsert Contact" EndpointSubmitted

    The API has an “upsert company” endpoint. This is beyond useful compared to the much more fragile process of creating a contact:The “create contact” endpoint 409’s if there is a conflict - it does return the id in the message, which is good, but it should do so in a more structured way. Having to rely on this is finnicky. Having to then call 3 endpoints is tedious and leaves the door open for race conditions (which I’ve definitely experienced), e.g. search contacts, not found, then conflict on create contact. search contacts if found update contact if not found create contact I’ve actually noticed it’s more reliable to call create contact, then handle the 409 conflict with the returned id. Anyway, I think there’s a huge opportunity for improvement and symmetry in the API by adding an “upsert contact” endpoint.This would mirror the well done “upsert company endpoint” It would eliminate the mentioned poor user experience.

    1
    Jennifer K
    Forum|Forum|1 year ago
    M
    Macall GardnerNew Participant

    Reporting: First Day Solved (FDR) metric. Closed conversations in first 24 hoursSubmitted

    Looking for a way to measure the amount of conversations closed in first 24 hours it was opened. This is different from Closed conversations on first contact rate or FCR measurements because that only measures cases that only 1 team member has been involved with or only measures the very first contact.  First Day Resolution (FDR) over First Contact Resolution (FCR) can provide unique advantages, especially in cases where complex inquiries or multi-step solutions are common. Here’s why FDR can be beneficial:Supports Complex Issue ResolutionBalances Efficiency with QualityReduces Repeat Contacts and Follow-upsProvides a Better Indicator of Service Quality for Certain BusinessesFDR allows for a realistic timeframe to resolve more complex issues that can’t be immediately handled in a single interaction, focusing on achieving resolution within a day rather than in a single contact. This gives agents the time to investigate thoroughly, consult with other departments, or gather necessary information without rushing. FCR, by contrast, can push agents to resolve an issue quickly in one contact, which may not be feasible for more involved problems, potentially affecting resolution quality.In sum, FDR is particularly useful in environments requiring thoughtful resolutions within a reasonable timeframe. It balances responsiveness with the flexibility needed for quality service, while FCR remains beneficial in scenarios focused on efficiency and straightforward inquiries. I understand FCR may work from some service desks but for a more IT based Technical Service desk, FDR is more standard practices.  Product ask: Please add a filter or report way that we can review Closed conversations in first X amount of hours. Some businesses may even want by Business Hours, we would be happy with just a rolling 24 hours. 

    1
    Jennifer K
    Forum|Forum|1 year ago

    Browse by category

    • Product Areas & Popular Topics
    • Core Inbox
    • Data
    • Fin & AI
    • Integrations, API & Custom Actions
    • Intercom Community
    • Knowledge & Help Center
    • Messenger
    • Mobile Conversations App
    • Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
    • Phone
    • Proactive Support
    • Reporting
    • Security & Compliance
    • Third-party Apps & Plugins
    • Tickets
    • Workflows
    • Workload Management (Conversation Assignment)
    • Expert VOC
    Terms & ConditionsAccessibility statement