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Serena EdwardsNew Participant

Use AI to help keep support articles updatedSubmitted

Use AI to keep support articles updated. We have 700+ articles and it’s really difficult to keep them updated (one person updates them). If there was a way to search for keywords in the article and then list the articles then be able to tell AI what to change and it can change it in all of them. Or at least help organize the articles to be updated.

John DoeNew Participant

Keep Original Formatting of Received EmailsSubmitted

We receive quite a lot of emails with HTML templates and various formatting. Unfortunately, at the moment, Intercom removes many styles and tags, which breaks the original email structure and makes it much harder to work with. It is very important that the original structure and formatting remain unchanged.

Lucia Burin SestakovaNew Participant

Search Articles without CollectionSubmitted

We have articles that we don’t want to show in collections (for various reasons) but we do want them to be searchable. Currently this is not available and sharing the direct URL is not feasible as it counters the self-service aspect of the help center.

Brooke FodorNew Participant

Add a Checklist step to WorkflowSubmitted

It would be so helpful to add a Checklist as a step option in a Workflow. Currently, we are adding the URL to the workflow. The issue with this is when they access the URL it removes the users work on their current page. We would like the checklist to open with no page change occurring.

Jeff LeppinkNew Participant

Feature Request – Simple Homepage with Wiki-Style Organization for ArticlesSubmitted

It would be beneficial to introduce a simple homepage that provides a structured, wiki-style organization for both internal and external articles within Intercom (beyond what is possible with folders). This would improve content discoverability by allowing users to easily access relevant information. An articles homepage with a categorized layout and clear sectioning would enhance efficiency, making it easier for teams to find and manage key resources.

Jeff LeppinkNew Participant

Feature Request – Enable Commenting on Internal ArticlesSubmitted

It would be great to see an optional feature that allows users to comment or ask questions directly on internal articles. This would facilitate knowledge sharing and engagement. You could also incorporate an upvoting system for comments and questions would help surface the most relevant and useful contributions.

Nathan SuddsTop Expert

Fin AI Improving Spam FilteringSubmitted

Building on the AI Categorization Beta it would be very interesting to see Fin AI involved in spam detection as it seems in some cases very obvious spam makes it through into the Intercom inbox of teams we are working with and also sometimes messages that are from clients also make it into the spam folder. Even worse if Fin doesn’t recognize it as spam and starts communicating with the spammer and then you are paying for that engagement. I was wondering how Fin might help with this process: Detect it may be spam and indicate it with summary of why it thinks it might be spam Not engage with the potential spammer until confirmed that it’s not spam Marks it as spam and updates rules to block similar future spam Learns from similar activities across thousands of Intercom inboxes to improve on it’s ability to detect spamAlong with this it would be great to have a way to clean the spam inbox when needed, so after checking it for false/positives you can clear the box to prevent having to review the same messages again. Being able to force empty the spam folder it will help a lot with planning a schedule to process and clear.

ambazsaliNew Participant

Add "On a Call" availability mode for teammates and automatically apply it when they're on a callSubmitted

It would be extremely helpful to be able to distinguish in Workflows between teammates being unavailable because they’re currently on a call, and teammates being unavailable because they’re away. While a teammate was on an active call, their availability would automatically change to something like “On a Call.” This would allow us to tailor our Workflows to handle these two very different types of unavailability.Use case: if all teammates are talking with callers, we want subsequent callers to be put in the queue and be put on hold. But if all the teammates are away--for example, if everyone’s in a meeting--we don’t want callers to go to the queue--we want them to get the VM or callback options right away (as with our off-hours IVR). Currently, if all of our teammates are unavailable to take calls during office hours, callers will unnecessarily have to sit on hold for the designated amount of time before being offered the option to leave a voicemail or get a callback. But if this idea were implemented, we could send people to VM if the teammate’s status is “Away” but send them to the queue if the teammate’s status is “Talking.”

david meakinActive User

Bulk upload of articles into the help centerSubmitted

I’m not sure why this isn’t currently a thing to be honest as it seems so obvious. Why don’t you have a bulk upload tool for the help centre so we can make large numbers of files available publicly without having to create one article at a time. This ability has only been reserved for the knowledge base which is useless for the publicly facing articles. This would also be another source for the customer fin to learn from and reference.

Angie WallsNew Participant

Managers Ability to Change Agent Away ReasonSubmitted

Hello,I’d like to request the ability to force change my team member’s away reasons in Intercom.Currently we can only change from “active” to “away” or “away and reassigning”. Similarly, I’d like to be able to edit the “on break” “in meeting” “sick” ect reasons for my team.For instance, an agent left and forgot to put “end of day” up. I have 2 people out sick today and I’d like to change theirs to “sick”. Can you kindly add access to this feature?Thank you,

Denise van den BoutNew Participant

Reduce working space layout on the leftSubmitted

its not possible to reduce anything (layout) in size outside of the two collapsible buttons on either side of the screen. You have one beside your name to hide the inbox tab and one to the right of the Copilot tab to reduce that size as well but thats about it.I know you can drag the right hand side bar but its not possible for the conversation tab ( under your name ).

Rumena ZlatkovaNew Participant

Add a confirmation step before deleting a Macro; create a Recycle bin / Undo or another way to restore recently deleted Macros; add an event in the Activity Log when someone deletes a macro, including the title and potentially contents of the macroSubmitted

Deleting macros should not be permanent and should not be THAT EASY. Currently the Delete Macro button is RIGHT next to the Save Macro. This is terrible UX. There is no way for us to even figure out which Macro has been deleted. Please do better.

Ashley ForemanNew Participant

Archive Outbound Messages vs. deleting themSubmitted

I would like the ability to archive outbound messages (i.e. product tours, tooltips, banners, etc) vs. deleting them in case I need to refer back to them. This would also keep the Outbound Messages from getting cluttered with older messages that aren’t currently published.

User1710New Participant

Schedule Data Export to multiple usersSubmitted

Currently, when we create a schedule for data exports, it only emails the export to the user who set up the schedule. It’s then a manual process to email that export out to other users. It would be nice to enter email addresses when creating a schedule, so that the csv file is sent to them directly from Intercom, instead of having one user forward that csv as an additional step.

Nate E.Connector

Give Guidance to Fin for when/when not to send a surveySubmitted

It would be fantastic if we could ensure that surveys are not sent in certain situations (such as if the customer contacted us about a non Support reason). Fin could analyze the convo just as it does for categorization and notation and decide whether or not a survey will go out based on parameters we have given it in Guidance. @Gerald Prado

Ashley ForemanNew Participant

Archive macrosSubmitted

I would like to be able to archive macros vs. just deleting them, in case I need to look back or reuse old macros in the future.

Danielly RabeloNew Participant

Different conversation and ticket sound alertSubmitted

My agents are having trouble to prioritize conversations because there is no difference from a ticket and a conversation alert. My suggestion is that users could customize the alerts according to the kind of item if it is a conversaion they migh wanna have the sound enabled and for tickets not for example. Our KPI for Firts time response in conversations is 30 seconds and for tickets 5 hours to that is why this is so important. This would help them to organize themeselves.

Chase CrockerNew Participant

Round Robin Custom RotationSubmitted

Add ability to customize rotation for Round Robin. Example: 1 out of every 10 tickets could go to a manager

Chase CrockerNew Participant

Workload Management by PercentageSubmitted

Allow workload limits to be based on percent of total conversations instead of set number, so limit scales with volume

ImmortalNew Participant

Ability to share reports without access to other reportsSubmitted

As of now, as soon as we give access to reports https://i.imgur.com/IUIhMFn.png agent can see all intercom reports https://i.imgur.com/PYPccv7.png and there is no option to hide them in Legacy reports. But it would be great if we can not to give this access to reports but still be able to share reports from this new option https://i.imgur.com/senWqhc.png

Alex JankowskiNew Participant

IVR Improvements (Data Entry)Submitted

The IVR should be able to ingest more than one digit at a time as inputs into the IVR. Most IVR’s I interact with allow me to say or type in longer strings of numbers like ID numbers, invoice numbers, ticket numbers, and are able to route me much more effectively. My team’s call volume would greatly decrease if callers could enter a 9 digit number which can be fed into a custom action that returns a status update to the caller. Instead, I need a CSR to answer a call just to check the system.

Victoria218New Participant

Ability to report on agent activity over time in DashboardSubmitted

The dashboard feature allows us to see when an agent is active in 4/12/24 hour increments, but I would like to be able to report on this over time to track overall agent activity/productivity. For example, I’d like to do a 1 month or 1 quarter look back to see agent activity over each week/month (how many hours a day spent active).

Melinda BrownConnector

Custom Ticket Portal ViewsSubmitted

It would be great to provide our clients the ability to view other datasets within the customer portal. Viewing by Priority within the Tickets Portal would be a game changer for our company and our users.For context, we’re a web development software company, and our software partners submit ticket requests for new features, as well as tickets for general questions, bugs, etc. Our partners’ account managers need to prioritize and track the status of the requests. Right now, there’s no way to view additional attributes within the customer portal. I have no easy way of providing this visibility for our partners without asking them to look at a separate list outside of the Ticket Portal. This is challenging, as we want Intercom to be their source of truth.

PIMS-SupportNew Participant

Ability to filter Tickets on Conversation and Company Attributes from Data Export PageSubmitted

We utilize the Data Export option under the Reports page to export all of our ticket data and analyze it. Under the “Tickets” option, we would love to be able to filter on Conversation, People, and Company Attributes. For example, we work with corporate groups that have multiple locations and we would love to select the “corporate group” as a filter so we can export all of the tickets from locations that have that corporate group listed in their company attributes.

OnsiaNew Participant

Ability to set work hours/notification at the 'role' levelSubmitted

I know we can do this at the inbox level, it would be great to be able to customize the work hours or tags/mentions at the role level. This will help with overall schedule management and ensure the team can easily contact shift supervisors online at the time.

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