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    Daria SabinNew Participant

    Closed conversations on first contact rate as a Custom ReportPlanned

    I’m having a great deal of pain with this lately. We’re trying to track the percentage of conversations fully resolved by a single agent. Great news: such a report exists, called Closed conversations on first contact rate. Awesome!Bad news: it can not be added as a custom report! I need to filter it by teammate assigned for the whole team - and specifically by the teammate, not by team (due to internal procedures filtering by team is useless). The report doesn’t support filtering by Teammate: belongs to Team X, it can only be filtered by selecting each teammate one after the other.I have to do this every morning!! I go into Effectiveness, click on the filter, select Teammate and then select each teammate one after the other in the dropdown. It’s so annoying!!! My one saving grace is that there’s only 10 of them - I shudder to think what I would need to do if a had a large team…Please please please add this filter or let me add the report to my custom ones where they can be filtered!

    1
    1 year ago
    Gyuri van de BiltActive User

    Enhanced CSP Compliance: eliminating 'unsafe-inline' requirementsSubmitted

    For security (but in our case also regulatory requirements) we need to strictly adherence to secure Content Security Policies (CSP). Currently, Intercom requires the use of unsafe-inline for styles in the style-src directive, which undermines security and fails to meet compliance standards.We propose a solution that ensures Intercom can function seamlessly without requiring unsafe-inline by introducing nonce support for inline styles or externalizing injected styles.Possible solutions:Nonce Support for Inline Styles: Allow Intercom to detect and apply CSP nonces from the host application’s CSP configuration. Use the nonce value specified in the CSP meta tag or header for all dynamically injected styles, ensuring compatibility without sacrificing security. Externalization of Injected Styles: Intercom-generated inline styles are automatically converted into external stylesheets hosted on Intercom's CDN. The external stylesheets can then be whitelisted in the CSP using specific domains (e.g., https://*.intercomcdn.com).

    8
    mateusz.leszkiewicz
    1 year ago
    Trevor DeVoreNew Participant

    "Delete an external page" in v2.12 of the API should support deleting external page using only source_id and the external id from sourceSubmitted

    v2.12 of the API added official support for AI Content. My request is that the Delete an external page API be expanded to work like the Create an external page (or update an external page by external ID) API does in that you can deleted an external_page using only the source_id and the external id from source. This will allow 3rd party integrators to build integrations without having to create a lookup table/database in order to map source content ids from the 3rd party data source with the external_id that Intercom creates.Ideally a 3rd party could connect existing webhooks in the 3rd party application to the Intercom APIs. With the current API design, however, a 3rd party has to do a lot more work to store the Intercom value. This complicates the integration considerably.The good news is that “Create an external page (or update an external page by external ID)” already behaves the right way. Prior to the release of v2.12 there was a bug in that API call, but I was pleased to see it was fixed. My team just tested the API and we can indeed create and update an external_page in Intercom using only the source_id and the external id in the source. If “Delete an external page” is updated to support the same functionality then an 3rd party integrator can create content in Fin, update that content when it changes, and delete the content when it is no longer relevant in a very straightforward manor. The only mapping that needs to be stored is the source_id. 

    0
    1 year ago
    Michael DavisNew Participant

    Need faster response time, or acknowledgment, between surveys - 1 min is too longSubmitted

    We are triggering surveys on demand via a UI element that allows users to submit as many surveys as often they like. The problem we have is the 1 minute delay between survey launches does not provide any feedback to the user (i.e.. please wait) and is too long for the way people are using it. Looking for better handling of this situation on the Intercom side. We moved from Qualtrics which dodged not have this issue. 

    0
    1 year ago
    Daphne VijnNew Participant

    Draft versions in live SeriesSubmitted

    It would be great if you could create drafts within your series, just like with articles. This way, you can optimize a serie that is already live. 

    0
    1 year ago
    skridulisNew Participant

    Shadow or frame around images in Knowledge Base articlesSubmitted

    When article has screenshots (images) with white background sometimes it’s tricky understanding where is article’s text and where is image (text is part of image). Functionality to add shadow or frame around the image should solve this - article’s reader will understand where is image (will see it’s borders).

    0
    1 year ago
    Ian WindConnector

    Ticket-Specific Workflows Trigger called "Ticket Attribute x is Updated"Submitted

    Are there any plans to add more Ticket-specific Workflow triggers? I have ticket-specific SLA's, and can only get them to update automatically via Workflows based on the "ticket state is changed" trigger. If a ticket-specific Workflows trigger such as “When a ticket attribute is changed” could exist, and then we could specify the attribute and the corresponding action based on it’s new value, that would be great.  

    3
    1 year ago
    Gaby CabreraNew Participant

    Enable triggers in workflows based on automatic actions and not only in action fired by a teammate or a customer.Submitted

    We'd like to create a workflow which trigger is: 'if the state of a ticket changes' disregarding if it was an automatic action in the backend or an action fired by a teammate or customer.Currently, we have automatic actions in back-office tickets which are carried out in the backend and we’d like to set some workflows to action more things but since the actions in these tickets are carried out by our bot, we cannot create workflows that apply to these tickets since the action is not carried out by a teammate or customer, but by our bot. 

    2
    1 year ago
    Bradley CoyleNew Participant

    Reporting Filter - Start Date With Rolling End DateSubmitted

    Hi Intercom Team! We would love to see a feature that allows to filter reports with a set start date and then allow for the “end date” to continue in a rolling manner. As an example: set the start date for 10/25/2024 and show data up to the current date, or the previous date and have it continually roll as the days go by. So if the current date is 2/25/2025 have that filter show data for 10/25/2024-2/24/2025 or 2/25/2025...if the current date was 3/15/2025 have that filter show data for 10/25/2024-3/14/2025 or 3/15/2025. Thank you for considering these ideas!

    0
    1 year ago
    Serena EdwardsNew Participant

    Creation Date filter for ArticlesSubmitted

    You need to add a filter of “Creation Date” to the Knowledge Center and Articles page so I can filter out the new articles I just created versus the ones I just edited

    3
    1 year ago
    Angie WallsNew Participant

    Ability to see an overall customer satisfaction average for each user and each companySubmitted

    Hello,It would be very cool if from the user page and from the company page you had a box that showed an average overall csat score from responses received from that user or that company.We would find this useful on the success/retention side of the business where we could get a quick snapshot of their satisfaction when doing a comprehensive overview of that particular user or company which may for example be leading into an interaction or response we need to approach with them.Thank you for your consideration.

    0
    1 year ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Mark Translations as ‘NEEDS UPDATED’ when a different main translation is updated.Submitted

    A help center could be able to assigned as a “Main Language,” that’s used for the brand. And then all translations would follow from that main language. The biggest need for us is a way to mark that translations need updated, after a major overhaul or update is made to the english translation. (We offer Portuguese, Spanish, French, and Korean, translations currently). It’s an insurmountable task keeping up with translations for brands, and knowing when an article needs to be updated. 

    0
    Trevor
    Innovator ✨
    1 year ago
    Somansh AgrawalNew Participant

    Ability to hyperlink a smartlink directly in a tooltip label.Submitted

    It would be great to embed a Smartlink directly into the text of a label tooltip.

    0
    1 year ago
    Candyce
    CandyceNew Participant

    Intercom Mobile App Call FeatureSubmitted

    We just recently migrated from using Teams for calls to using Intercom. There is absolutely nothing I miss about Teams over Intercom EXCEPT for the fact I can’t make calls from the Intercom mobile app :( I think this would be fantastic additional feature for many of us “old fashioned” people who prefer the phone to the ear, rather than talking to our computer.

    1
    1 year ago
    Alex M.
    Alex M.New Participant

    Intercom Phone : Mobile App for Outbound CallsSubmitted

    Currently, the Intercom Mobile App lacks a dialer feature to initiate outbound calls using Intercom Phone. This functionality would greatly enhance customer communication by allowing users to seamlessly start outbound calls using Intercom Phone, without using the agents personal/native dialer.Proposed Solution: Integrate an outbound calling feature within the Intercom Mobile Application, enabling users to initiate calls directly from the platform. This could be implemented with a "Call" button available in conversation threads, customer profiles, or a dedicated dialer interface/button. Example : We will use Mark for this example, Mark uses the Intercom Mobile App to manage customer conversations, Sometimes Mark is away from his computer but needs to make a phone call to a customer/lead. Without Mark’s computer, he is restricted to only using chat for conversations to assist or he can pull the customers telephone number from the “People” tab and find their Telephone Number, If Mark clicks the telephone number, it pops up with a prompt to call the customer, Mark faces the trouble of calling the customer using his personal telephone number, Yikes.  

    1
    1 year ago
    Bradley CoyleNew Participant

    Reporting Filter By Day Of WeekSubmitted

    Hi Intercom Team! I wanted to submit an idea for an additional filter to be used in reporting. It would be awesome to have the ability to set up reports and filter them by specific days of the week for a specific period of time. For example, be able to see how many conversations occurred specifically on Tuesday and look at the previous x number of Tuesdays or whatever day of the week the filter is set to. It would also be cool to be able to control how many previous weeks to look at while using this filter. Thank you for the consideration!

    0
    1 year ago
    KylieNew Participant

    Team-level Default SLAsSubmitted

    It would be helpful to have the option to assign teams a default SLA. In our instance, we are using outbound chat notifications and although we can automatically assign a team if the user responds via the UI, to apply the SLA we have to ensure a separate workflow is configured. The “user has replied to chat” condition reflects if they have ever previously replied to the chat, making the workflow configuration not as straight forward. We ended up having to use a combination of a new workflow + a webhook to get this configured.

    0
    1 year ago
    Bradley CoyleNew Participant

    Previous Week FilterSubmitted

    Hi Intercom team! I wanted to share an idea for an additional filter for reporting. We would love to see a filter that allows to segment reporting for the previous week. As an example to set this filter and see the data for whatever report for the previous week (either Monday 2/10/2025 - Sunday 2/16/2025 or Sunday 2/9/2025 - Saturday 2/15/2025). I know there is a filter for “Past Week” that captures the last 7 rolling days, but it would be a huge benefit to have a filter that would segment the previous week, rather than be a rolling 7 day filter. Thank you for the consideration!

    0
    1 year ago
    Angie WallsNew Participant

    Ability to easily remove a tag from a tracker ticketSubmitted

    Hello,Kindly requesting a way to remove a tag from a tracker ticket.I was informed of instruction on how to do this through API but it was quite complicated.If there is an easier way to update tagging on a tracker ticket, that would be great.For reference, we have a tag called “waiting on customer”. I used this as we were waiting on customers to confirm if a fix worked for them. If they don’t respond for a period of time, automations will run remind the customer that we are waiting to hear back from them. In this example, some conversations continued with customers and therefore I would like to remove the tag. Without this, the automations run and the customer is confused.Thank you for your consideration.

    0
    1 year ago
    amelageckoNew Participant

    Support displaying custom lifecycle stages in the HubSpot appSubmitted

    Currently, only the default lifecycle stages display correctly in Intercom inbox (the apps sidebar) when using the HubSpot app, since their internal id is text.But any custom stages get a numerical id and this id gets displayed instead: 

    0
    1 year ago
    KoulaNew Participant

    Reporting for Side conversationsSubmitted

    Would love to see functionality for reporting on the number of side conversations created and total touches on side conversations

    0
    1 year ago
    jessicalNew Participant

    Send Alert to team when Macros are created/editedSubmitted

    When a macro is created or edited, there can be an option to send an alert to the greater team

    0
    1 year ago
    Sam M13
    Sam M13Connector

    Able to save Tickets as DraftsSubmitted

    Sometimes bug tickets take a while to get fully filled out and currently there is no way to save these to work on them over a period of time. Also, we found that when we accept a phone call, if we are working on submitting a ticket, the ticket disappears and we have to start all over. It would be great to be able to have these tucked away in a Draft where we can open it up and finish it up after the call. 

    0
    Sam M13
    1 year ago
    Zhenghui XiaNew Participant

    Can the font on the application be fixed to a certain size without changing with the font changes of the Apple/Android systemSubmitted

    We used intercom in the app, but our app fixed the font size. The user modified the system font, which caused our app font to be inconsistent with the intercom font. Can you provide a setting for intercom to read font settings when the app loads

    0
    1 year ago
    Karly B.New Participant

    Separate mentions sectionSubmitted

    It’s awesome that we now have the ability to mention an entire team versus an individual, but it gets a bit confusing in the mentions section when you are part of more than 1 team. It would be great to have an individual mentions section as well as an @team mentions section to help differentiate between the two. 

    0
    1 year ago
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