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    Vlad LConnector

    Changing the Unsnooze Behavior of a Conversation with a Linked TicketSubmitted

    Hi everyone! :)I’d like to propose a change to the unsnooze behavior of conversations when a linked ticket is involved. Current behavior:At the moment, any activity in a back-office ticket triggers the unsnooze of its linked conversation.Proposed Behavior:The snooze/unsnooze state of a back-office ticket, along with changes to its status, should not affect a linked conversation that is in a snoozed state. Conversations should wake up based on cross-post notes (primary trigger) or the closure of the linked back-office ticket (secondary trigger):What should not wake the conversation:Snooze/unsnooze of the back-office ticket. Status changes (e.g., Submitted, In Progress, Awaiting Provider, etc.).Primary trigger from the back-office ticket to wake the conversation:Cross-post notes.Secondary triggers (these events should ideally already include cross-post notes):Transition to the "Resolved" state. Closure of the back-office ticket.P.S. This is essentially the same logic applied to tracker tickets. If I’ve missed any relevant triggers, feel free to share them with me!This change would prevent unnecessary re-openings of conversations where the chat agent’s attention isn’t required. The ideal solution would be to allow for manual toggling of the expected behavior.  An example from our experience We use back-office tickets to escalate issues to other teams. For example, the Second Line team, which handles more complex technical issues and communicates with third parties.Here’s how the process works: On the first line: Client inquiry → Chat agent’s work → Escalation (creating a back-office ticket) → Waiting for resolution (chat snoozed). On the second line: The ticket enters the queue (Submitted) → The ticket is assigned to a responsible team member (In Progress - wakes the chat for the first time) → The Second Line investigates the case and sends an additional request to the third party via a side conversation → Waiting for a response (Snooze - wakes the chat a second time) → Third-party response arrives (Unsnooze of the back-office ticket - wakes the chat a third time) → Additional email sent (Snooze - wakes the chat a fourth time) → Another third-party response (Unsnooze - wakes the chat a fifth time) → Resolution is reached, and a cross-post note wakes the chat correctly. Throughout this process, the chat agent repeatedly re-snoozes the assigned chat because the triggers for contacting the client are:A clarification from the client. The ticket resolution. Deadlines requiring us to reach out to the client to update them on their request.Additionally, the ticket-sharing functionality allows us to share the current ticket status with the client, along with sending automatic email notifications. All of this can happen without the involvement of the overwhelmed chat agent who constantly has to click "Snooze." 😅 The more actions taken on the back-office ticket, the more times they have to click. Thank you for looking into this!

    2
    1 year ago
    Bradley CoyleNew Participant

    Reporting Filter By Day Of WeekSubmitted

    Hi Intercom Team! I wanted to submit an idea for additional filtering feature. It would be awesome to see an option or even be able to create a custom report based on the specific day of the week. For example, set up a custom report and add a filter to see how volume has been specifically for Monday, and have the ability to compare how the current Monday compares to the previous X number of Mondays and so forth. Thank you for the consideration!

    0
    1 year ago
    Sam M13
    Sam M13Connector

    Treat Callbacks as the same Inbound CallSubmitted

    When a customer receives a Callback, it is being added to our Outbound calls, doubling our reporting. It should be considered the same call and operate as an Inbound call.

    0
    Sam M13
    1 year ago
    User2149Active User

    Phone - Change phone number for outbound callSubmitted

    Hello, When I update a user’s phone number in their phone attribute, outbound calls still use the old number instead of the new one. I expected the outbound call to use the updated number. It would be great if this could be addressed.Cheers,Levi

    0
    Sam M13
    1 year ago
    Elisa Lo IaconoNew Participant

    Recent Activities box within HomeSubmitted

    When configuring outbound no-reply posts (which clients can react to but not reply), these are currently stored in the Messages section of the Intercom Support Bot. It would be beneficial if they could also appear in the 'Recent Messages' box on the Home Page. The issue is that these are considered posts rather than traditional messages, hence why are not showing there. To address this, a 'Recent Activity' box could be introduced to display both recent messages and posts seamlessly. This way, we can ensure that new posts are still being featured on the home section even after the user has clicked on them for the first time..

    0
    1 year ago
    BryanNew Participant

    Revert a customer back to the chatbot FinSubmitted

    We would like to have the option to revert a customer back to the chatbot Fin. Sometimes the question the bot can’t handled is followed by a question the bot can handle. I would like to get an option to revert the customer back to Fin without having to ask the customer you can open a new chat.

    0
    1 year ago
    Scott ChristiansonNew Participant

    Append Article Back-link or ID in Help Center Login URLSubmitted

    When specifying the login URL for my gated help center articles, I would like the ability to use string interpolation or similar technique to add the article ID to the query string. Then, after they’ve logged in with my app, I can redirect back to the article they were trying to view before. Or possibly what would be better is to have the chat automatically open and ask them if they’d like to return.

    0
    1 year ago
    GBS Tools & TechNew Participant

    Duplicate custom answersSubmitted

    Could we have a button to duplicate a custom action? That would be very helpful

    0
    1 year ago
    AnuradhaNNew Participant

    Any way we can create a link to the ticket form on Intercom and send to a client on Slack ?Submitted

    We use different platforms for bigger clients such as Slack. We are working on making that better , however it would be great to take a link to a ticket form and help our clients log an issue on Intercom. 

    0
    1 year ago
    Ehsan KhalilNew Participant

    Intercom Desktop App for Enhanced ProductivitySubmitted

    I’ve been using Intercom extensively and absolutely love its capabilities!However, I believe a desktop app could significantly enhance the experience, especially for teams handling real-time conversations.Some key benefits a native app could bring:✅ Faster performance – No browser constraints, reducing lag during busy chat sessions.✅ Persistent notifications – More reliable alerts, even when the browser is closed.✅ Better multitasking – Avoids accidental logouts or lost tabs, keeping conversations accessible at all times.✅ System integrations – Potential for quick-reply shortcuts, hotkeys, and smoother call handling.Given how critical responsiveness is in customer communication, a desktop app could be a lifesaver for support and sales teams juggling multiple conversations daily!Would love to hear if this is something on your roadmap. Thanks

    1
    Alex M.
    1 year ago
    Kaitlin_PNew Participant

    Attribute Idea: SignatureSubmitted

    When using macros across the team it would be great if it could automatically add the name of the person using the macro and not the author (The person who created the macro) 

    0
    1 year ago
    PhilippHooNew Participant

    Multi-Brand support for WhatsApp IntegrationSubmitted

    WhatsApp Channel should also support the new deeper Multi-Brand integration. The problem:Multi-brand now already auto-detects the correct brand to use in customer interactions based on the email address (for email) or based on the domain (for messenger). Only in WhatsApp it is completely blind and does not know what brand this conversation is about, which leads to various disadvantages in handling these conversations.  The solution:As companies that operate in a multi-brand environment usually also operate multiple WhatsApp numbers for each brand, the most straight forward solution would be that in Brand Setup you can also assign a Default WhatsApp number to a brand, just as a default email address. Alternatively you could also add this setting to the whatsapp settings and select a brand on the setup of a specific number.

    0
    1 year ago
    Will P
    Will PNew Participant

    Intercom Ticket to Salesforce CaseSubmitted

    We’re currently bringing Intercom Conversations into Salesforce and love it. Last year we began leveraging Intercom Tickets for a lot of our back office workflows and also love it.  We’ve even begun building more and more use cases for Intercom Tickets - so we’re true adopters of this relatively new feature/product. The downside is none of these Intercom Tickets are making their way back into Salesforce for full visibility.  The account owners have no idea these tickets are being created and we’re not able to attribute these to health scores or playbooks in our CS tools. My ask is for there to be a way to link Intercom Tickets to Salesforce Cases. Such that we’re able to associate Intercom Statuses with Case Statuses, sync custom fields, link comments to chatter, etc. This would be hugely beneficial to our org because today we’re dealing with a black box.

    0
    Will P
    1 year ago
    Julia FinomNew Participant

    Removing neutral 😐 CSAT from negative in the overall CSAT calculationSubmitted

    Customer feedback suggests that the neutral face emoji 😐 is often interpreted as simply "okay" or "average," rather than negative. Many customers use it to indicate a satisfactory but unremarkable experience.Is there anything we could do in that matter? For instance, removing the neutral score from the overall calculation completely, similarly to how NPS is calculated. If neutrals are treated as mildly negative, the overall CSAT score might be artificially deflated. This can lead to a misrepresentation of overall customer sentiment. Removing neutrals could actually provide a more accurate picture of how many customers are genuinely happy.The actual point is not to ignore neutrals in the overall CSAT score calculation, but rather track them as a separate metric. This would allow us to monitor the percentage of neutral responses over time and identify trends. A rising number of neutrals could be a warning sign, even if the "positive-minus-negative" score looks good.I’m open for discussion and some suggestions here!Thanks!

    1
    1 year ago
    Morgan DeanNew Participant

    Internal Team chatSubmitted

    Being able to create a team chat box or internal messaging tool would be super helpful when sending questions or information to other teammates.

    0
    1 year ago
    Ate FokkingaNew Participant

    Multiple Email SignaturesSubmitted

    Our company has multiple teams using Intercom. We’d like to be able to use separate signature templates for each team. This is because we want to include an image that is different per team, not something we can currently do with dynamic signatures.

    0
    1 year ago
    Naveen KatariNew Participant

    Duplicate Help Title Displayed in Intercom SDK UISubmitted

    After updating to the latest version of the Intercom iOS SDK, we noticed that the "Help" title is appearing twice on the support screen, as shown in the attached screenshot.This seems to be a UI issue within the SDK, as we do not have access to modify this behavior on our end. Could you please investigate this and provide guidance on how to resolve it?Steps to Reproduce:Open the Intercom support screen in our iOS app. Observe that the "Help" title appears twice at the top. SDK version 18.5.0

    1
    Michaela Hone
    1 year ago
    Luis CarrascoConnector

    Lite seats can change back-office ticket's statusSubmitted

    Currently lite seats can only comment on a back office ticket. Still, we need that people who’s not working customer facing but collaborating can close the back office tickets and change status, like it was a Jira task or an Asana tasks.  does not make sense to give a full seat to someone who’s not going to reply to customer, just work on back office tickets. pleaseeeeeAlso have access to an inbox for back office tickets only. 

    0
    1 year ago
    Ash EdwardsNew Participant

    Product Improvement Suggestion: Jira for Tickets IntegrationSubmitted

    Product Improvement Suggestion: Jira for Tickets IntegrationIssue:Currently, all tickets created via the Jira for Tickets integration in Intercom are assigned in Jira under the name of the person who installed the integration, rather than the agent handling the Intercom ticket.This creates two key problems:Notification Overload: The installer of the integration receives a flood of Jira email updates for tickets they are not actively involved in. Confusion for Jira Responders: Since tickets are created under the installer’s name, rather than the actual Intercom assignee, Engineering teams find it difficult to track the correct point of contact for each issue.Workarounds & Challenges:We explored using the Reporter field as a workaround, mapping the Intercom assignee to the Jira reporter via parameterized configuration. While this did help clarify ownership, the Jira tickets were still technically created by the integration installer. This led to:Confusion among Engineering teams about who was responsible for the issue. Lack of Jira email notifications for the actual reporter, further reducing visibility.To mitigate the notification issue, we’ve set up workflows to push Jira updates back into the related Intercom conversation. While this helps keep our agents informed, it doesn’t solve the manual effort required to escalate issues between departments.Proposed Improvement:We would like to see an enhancement that allows Jira tickets to be created under the name of the assigned Intercom agent rather than the integration installer. This would:Reduce unnecessary email notifications for the installer. Improve clarity for Jira responders. Minimize manual copy/paste efforts for agents, ensuring a smoother, more efficient workflow.Leveraging the integration for single-click ticket creation—while ensuring the correct agent ownership is reflected—would allow us to use the integration to its full potential.

    0
    1 year ago
    Matthew M.New Participant

    Prevent Conversations in Switch from having the "Back" Button VisibleSubmitted

    It is a rare situation, but we have found that when customers are coming to us through Switch, the option to hit the “back” button at the top of the interaction has resulted in confusion in our customer journey. We don’t always know who the person is (if they’re not a User, they’re a Lead or a Visitor) so we can’t personalize the situation in any way, and the Brand Management tab is limited (we have to show them a Help Center, but our Help Centers are all targeted to personas -- not generic). We’re also seeing people navigate away from the conversation, which is leading to duplicate comms or other confusion from our customers who are not “staying” in the experience designed: that they got a text to start a conversation, and need to stay in one space to maintain that conversation.So ideally: if someone is coming to us through Switch, we want them to stay in the interaction / Conversation was opened up and maintain that as the direct area of interaction without giving them the option to “break away” from it.

    0
    1 year ago
    Matthew M.New Participant

    Add a useable native attribute around how many conversations a customer has openSubmitted

    Currently in the Messenger feature, there is a function that allows us to “Prevent users from having multiple inbound conversations”. However, the conditional operators we can use for this are pretty limited. I would want to be able to set a threshold of exactly how many open conversations someone can have.For example: sometimes, if a user is not getting the answer they want, they will just repeatedly open up new conversations until they talk to someone who can give them the answer or experience they desire. This is difficult because, based on how they get routed after talking to Fin or going through a workflow, they could end up with multiple different teams. Those individuals are all trying to solve a problem from a different angle. It would be great if there was more nuance to allow us to catch this behavior. It’s maybe fine to have 1 or 2 distinct conversations, but if someone is veering on 3 or 4 conversations all opened up in a short time frame because they’re escalated, I would want a more native solution as to how to “catch” that this behavior is happening (as opposed to having our reps catch it, escalate, and we have to come up with a creative block situation).

    0
    1 year ago
    Angie WallsNew Participant

    Tracker Ticket - Easy sightline to customer messages sentSubmitted

    Hello,I wish that when you are in a view of the tracker ticket in the Inbox, that you could easily see the customer messages that have been sent out about the tracker. For instance, if I message all the cases with some information, I’d like to be able to see that message (or multiple messages sent out) from the tracker ticket view.Currently if I want to see what the message said that was sent out, I have to click on the customer reports and then select one of the customer reports and then review the conversations throughout to be able to see what was sent.Let me know if I am missing anything though!(While I’m making notes about the tracker ticket view, we use the Jira integration, so it would be amazing if I could see the Jira that is linked to these issues from the tracker ticket itself versus clicking into individual cases.)My work around right now is to copy information into the notes section manually for now.Thank you.

    0
    1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Enable custom actions exclusively for workflowsSubmitted

    Currently, custom actions are available in the settings to Fin or workflows and helpdesk.We'd like to add actions that are available only in workflows and cannot be accessed through the helpdesk. This would help us prevent teammates from manually activating specific actions in the helpdesk.Separating these two options in the custom action usage setting would be very beneficial.

    0
    Nurit
    Innovator ✨
    1 year ago
    Brent FairNew Participant

    New filter options when using drill-inSubmitted

    When I’m using the Drill-in feature. I would love to be able to filter if we have the user email/phone. I love to be able to filter if we have either, but filtering by one or the other wold also work. This will help clean up the reports I export.

    0
    1 year ago
    ShonNew Participant

    Set As Away-Add a Additional OptionArchived

    Set As Away The current statuses under “Reason” include ‘Coaching,’ ‘On A Break’, ‘On Lunch’ etc. I would like to suggest to have a additional option for “Researching.” (Or something similiar) 

    4
    1 year ago
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