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    3167 Ideas

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    CS ToolsNew Participant

    Add "Email Subject" as an attribute that can be used in a Custom ActionSubmitted

    Hello! Just like with this idea I previously added, it would be great to have the Email Subject conversation attribute available to send to the backend via a Custom Action. This would allow further customization / automation using Intercom’s current tools. Thanks! 

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    Jennifer K
    Forum|Forum|1 year ago
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    CurtNew Participant

    Back-office and tracker ticket notes lack background colorSubmitted

    It’s easy to distinguish individual notes on Conversations, but they all blend together with back-office or trackers. They could really benefit from a background color, similar to what appears on hover. Right now it all looks like one long line of text.

    1
    Jennifer K
    Forum|Forum|1 year ago
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    Youngjae JiNew Participant

    ability to hide checklist from checklist listSubmitted

    Let’s say you have 2 types of users  buyer seller and let’s say you have 2 checklist respectively when you finish one checklist and there is a checklist menu in the widget home.When you click the menu, it shows all checklist for any users. I don’t want to show the checklist that is irrelevant since it contains urls that I don’t want other user types can not discover at all. Now you can not do that. 

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

    Pull or copy proactive support messages out of seriesSubmitted

    It is currently possible to create a proactive support message (product tour or checklist etc) in the proactive support section, and then copy that into a series in the future. However, it is not possible to go the other way. I recently created product tours in a series, and then determined that a series was not the right place for those tours. I can't copy them out of the series so they stand alone in the proactive support messages.

    1
    Jennifer K
    Forum|Forum|1 year ago
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    opti21New Participant

    Copy anchor tag buttons on article overview pageSubmitted

    We’re able to copy anchor tags when editing an article. It’d be nice to have the same functionality on the overview page.

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

    Is it possible to add a standard text to all articles in one goArchived

    We are changing the UI of our tool and we’re releasing this in stages. Some parts of our tool have the “old” UI an some already have the new UI. This means that at some point we have to update all the pictures in our help center.Therefore I was wondering if it’s possible to add a piece of text, ideally like the callout option, to all articles in one go.  

    1
    Jennifer K
    Forum|Forum|1 year ago
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    George GkionisNew Participant

    Pushing canvas elements via the APISubmitted

    It would be extremely efficient if one could push actual canvas kit elements (dropdown, list, button etc.) via Conversation API calls, instead of text-only replies.

    1
    Jennifer K
    Forum|Forum|1 year ago
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    Marie M.New Participant

    Search for articles by audience in the Help Center sectionSubmitted

    Today, in the Help Center section, we can filter articles by author, collection, status, tag, etc. But is it possible to add an option to filter by target audience / Intercom attribute when we use the audience rule? 

    1
    Jennifer K
    Forum|Forum|1 year ago
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    Richard CherepovichNew Participant

    Confirmation popup when pause series | UX Issue with Pause Button on Live SeriesSubmitted

    I've noticed an issue when working with live series. Since I need to edit them quite often, having the Pause button located so close to the Edit button makes me nervous. Unfortunately, I’ve accidentally pressed Pause a few times without receiving any confirmation popup.This is a significant problem because when the series goes live again, it restarts from the beginning, causing disruption. I believe this is a bad user experience. Since pausing a series leads to irreversible changes, there really should be a confirmation popup before such an action is completed. 

    1
    Jennifer K
    Forum|Forum|1 year ago
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    User1648New Participant

    I would love to have accordions as a formatting tool in help centre articles.Archived

    I would love to have accordions as a formatting tool in help centre articles. Very often we have supplementary information like a large table of information that's cruicial to some users but gets in the way for others, the ability to keep these on one page instead of spinning out other guides to link to that clog up search and reducing scroll time on the relevant guide would be really helpful for detail heavy/step-by-step how tos. These would also be great to anchor link to at the top of guides for experienced users who just want the nitty-gritty detail without filtering through the guide itself.

    2
    Jennifer K
    Forum|Forum|1 year ago
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    AviNew Participant

    Filter in search to include spamSubmitted

    When some tickets gets accidently sent to spam, there is no way to find them later via search. 

    0
    A
    Forum|Forum|1 year ago
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    Jason SchleifNew Participant

    Reporting Filter Option for employees that have used a selected tag in conversationsSubmitted

    This would be helpful when tracking tags used and who is tagging appropriately, or even for contests that we run within our team where a tag is used

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    Forum|Forum|1 year ago
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    Angie WallsNew Participant

    Ability to show Tag Time StampSubmitted

    Hello,Please consider listing the time stamp of when the tag was added to a conversation in the detailed thread.This is helpful when coaching team members and when trying to troubleshoot why a work flow may or may not have worked properly. Thank you for your consideration.

    0
    A
    Forum|Forum|1 year ago
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    Teti KotNew Participant

    Ability to change the color of chatbot optionsSubmitted

    At the moment Intercom users cannot directly change the chat bot actions color, they are automatically set as a gradient of the widget color. Even if we change the widget color, the gradient of the action buttons is not visible enough. Why is it a problem?When a user gets a chat bot triggered it blends in too much with our website brand colors and is invisible.How could it help?An ability to change the action colors could help us attract more attention to our chat bot flows and potentially achieve more with Intercom chatbots. 

    1
    Jana
    Forum|Forum|1 year ago
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    Scott SoiferNew Participant

    Sticky Header for Help centerSubmitted

    It would be great if headers on all pages of the Intercom website were sticky. For example, when a user scrolls to the bottom of a page, the header could reappear with a slight upward scroll, or remain visible at all times with a clean, compacted look as you scroll. This way, users wouldn’t need to scroll all the way back to the top to access the header.       

    0
    S
    Forum|Forum|1 year ago
    4
    420KaraNew Participant

    Ability to attach multiple Jira Tickets to one Intercom TicketSubmitted

    Sometimes customers send us a list of issues that need to be routed to different teams. We want the ability to link multiple jira tickets to one Intercom Ticket so we can escalate accordingly please!

    0
    4
    Forum|Forum|1 year ago
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    TimNew Participant

    Single button spell checkSubmitted

    Single button click to have FIN AI check spelling and grammar.  For high-frequency help desk users, would be helpful for staff to just do a single click to quickly check spelling. 

    0
    T
    Forum|Forum|1 year ago
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    Edwin SauerNew Participant

    Allow embedding from https://clypp.appSubmitted

    SMB and corporate clients in Germany and Western Europe relying on Clypp as their main video knowledgement hub are frequently asking for an embed option on Intercom, both in articles as well as custom answers

    0
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    Forum|Forum|1 year ago
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    ImmortalNew Participant

    Lead QualificationSubmitted

    It would be great if we can manually reorder lead qualifications https://prnt.sc/Nc634gNyy15RBecause if we have many options, and when we create a new one and we need to add it in the beginning, we have to remove all options and add them from the start

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    Forum|Forum|1 year ago
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    Jennifer BedardActive User

    Integrate with shortcutSubmitted

    Please support an integration with Shortcut (https://www.shortcut.com/) for ticketing purposes!

    0
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    Forum|Forum|1 year ago
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    Jennifer BedardActive User

    PDFs and Scheduled Reports for Custom ReportingSubmitted

    It would be helpful to enable the “Email PDF” option on custom reportsExample from a default report 

    0
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    Forum|Forum|1 year ago
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    RebeccaNew Participant

    Ability to tag entire teamReleased

    We’ve recently rolled out Intercom tickets & teams - one thing that would really improve the cross-team experience is the ability to create a team/group tag (essentially what exists in slack) so that you can tag the team it was escalated to rather than only an individual teammate/assignee in notes and threads. This is especially useful for complex tickets or for when the ticket was initially assigned to one person who is out of office before the issue is resolved.

    6
    Nur Nahid
    Forum|Forum|1 year ago
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    Martin LópezNew Participant

    Allow file attachment on SDKSubmitted

    We are looking for a way to allow users to attach any type of files (mainly PDF, Docs, etc.) to the Intercom chat via SDK. 

    0
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    Forum|Forum|1 year ago
    C
    CS ToolsNew Participant

    Add "Email To" as an attribute that can be used in a Custom ActionSubmitted

    Hello! We would like to request that the “Email To” attribute (Email address to which the message is sent to by the customer) is included in the available attributes that can be sent to an external API via Custom actions. As you can see in this image, that specific attribute is not currently available, so we can’t differentiate which address did we received the email to, so we can run a different action depending on the receiving address.It would also be great to have the Email Subject attribute available, and a “Has attachment” attribute that is “True” if  the message has an attachment, and “False” if it doesn’t. This would allow further customization / automation using Intercom’s current tools.Thanks! 

    0
    C
    Forum|Forum|1 year ago
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    Kaitlyn FosterNew Participant

    Filter Intercom Reports to Remove Internal StaffSubmitted

    Looking at our reporting data, there’s a major spike in article views in September of 24 - 360% growth. That growth is likely a result of some internal staff looking at the articles, but I can’t prove it without removing internal staff from the reporting, and I don’t see a way to do that.Without removing internal staff (via something like removing all folks with a certain email suffix), there’s noise in our data that makes it less useful.

    0
    K
    Forum|Forum|1 year ago

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