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

    3494 Ideas

    Back to top of the list
    Miles DinsmoreNew Participant

    Restrict Ticket Portal Access to Specific UsersSubmitted

    I need the ability to designate which Users are able to access all of their Company’s tickets in the Ticket Portal.Users that are higher level in their organizations will submit sensitive information in tickets that should not be accessible to other users in the org. If a new User Data attribute could be added, “Can Access Company’s Tickets”, that would solve this issue.Even better if this value could be changed for individual Companies that a User is tied to, as many of our Users are attached to multiple Companies.

    0
    1 year ago
    AnibalNew Participant

    Show SLA countdown on customer-facing ticketsSubmitted

    For some transparent organisations like ours, where ticket resolution delays are communicated upfront to customers, it’d be great to have the ability to display the SLA countdown on both the Messenger ticket and the ticket summary automatically sent to customers after each ticket update. By putting this crucial info upfront on Customer Tickets we’d provide instant visibility to customers regarding expected resolution timeframe as well as avoid a substantial number of customer requests asking “how long it will take you to resolve my ticket?”. I suspect this small feature request might benefit many Intercom customers, what do you think? Eventually it could be set to hide / show on Customers Tickets, same as any other ticket related attribute.  UI example here below: 

    0
    1 year ago
    Shane WaNew Participant

    Use Workflow to apply MacroSubmitted

    If a certain message is sent, or a certain tag is a applied to a message sent, it would be great if we could have an automated workflow in the background that applies a macro. Alternatively, being able to use shortcuts in a workflow could also work. E.g. the # character allows us to quickly open up macros. If the note was applied like this, then the chat could update with the macro? Any way to auto-insert a macro based on certain conditions would be awesome.  

    4
    1 year ago
    Annalisa M. DahlenNew Participant

    Need the ability to define and save different Details sections to save timeSubmitted

    Develop a method to preserve the format of the Details page across certain content in Knowledge. Maybe it’s a saved copy of the Details that will open with a new article when selected, or a menu on the details page to apply certain details set up by the admin.   This would save time, especially when generating and organizing a large volume of content.

    0
    1 year ago
    Justin Dean
    Justin DeanNew Participant

    Attachment Request - Action/TriggerSubmitted

    I would love the ability to add “Request Attachment” as an action/trigger-able event. This would be super useful for automating customer document collection (things like receipts, screenshots, ID photos, etc..) when specific conditions are met, especially in the context of specific workflows.  

    0
    Justin Dean
    1 year ago
    Rachael LyonNew Participant

    Add a search function for product tours when in a conversation/ chat with a customer.Submitted

     

    2
    1 year ago
    Susanna Tham
    Susanna ThamNew Participant

    Ability to Customise Product Tour WidgetSubmitted

    We’d use product tours a lot during chats, because it’s the easiest way to show a customer how to perform an action in the product. The problem we have is that the widget says “product tour” and the button says “view tour”, which frequently leads our customers to think that this is only a tour, but I can’t perform the task while taking it. Therefore we would like to be able to remove the “product tour” label and change the button text.  

    0
    Susanna Tham
    1 year ago
    Luciano NievasNew Participant

    Detail by label in custom reportSubmitted

     hello how are you? I bring you an idea, it would be nice if in the personalized reports part, if you touched the result that returns a label, it would bring me the conversations directly as a list like the "detailed" section  Example, I have a label with "X" number of conversations, if you click, the "detailed" appears with the corresponding conversations without having to go to the detailed section and place the corresponding label, this would save a lot of time.

    0
    1 year ago
    InformerNew Participant

    Possibility to save custom date range for reportsSubmitted

    I miss the option to add a custom date range. I often check the working days but there is no standard option to filter that. I need to set the date range every time, so the possibility to save custom date ranges would be really nice.

    0
    1 year ago
    InformerNew Participant

    Expand options for workflow 'When customer visits a page'Submitted

    To give this workflow more options it would be nice to expand this workflow. Now you can only use buttons, but when you don't want to use buttons it's useless.

    0
    1 year ago
    Andrew GodwinNew Participant

    Add Statistics as query params in Articles API callsSubmitted

    We’d love to be able to make an API call to /articles that uses data in the article.statistics object as query params for sorting or filtering.Examples:GET /articles?sortBy=viewCountDescGET /articles?minViewCount=10This would let us get our most (or least) popular help center articles. At the moment there is no way to filter or sort by any of the popularity metrics. Use case:We want to display our most popular articles as a list within our React app (outside of Intercom Messenger) as quick links for our users to jump into the help center.

    0
    1 year ago
    Sarah MastersNew Participant

    Add the ability to turn ON/off sounds for different Teams.Submitted

    Mostly need this for when I am helping out another team. Can we add the ability to turn on/off notification sounds at the individual level? Sometimes I help teams outside of the one I am assigned to, and miss conversations because I do not hear a notification. Thanks! 

    0
    1 year ago
    Nikki WeinleinNew Participant

    Product tours for mobile appsSubmitted

    Integrating Intercom into the mobile app environment does not include as much value as we had hoped. Users even when verified cannot do product tours, valuable analytics are not captured…The ability to have a guided product tour in mobile apps is such low-hanging fruit I am surprised it isn’t already introduced. 

    4
    1 year ago
    Jeremiah SNew Participant

    Show Suggested Copilot macro nameSubmitted

    When Copilot suggest macros in the composer it doesn’t show the name of the suggested macro. Could it be possible that it shows the name of the macro being suggested?  

    0
    1 year ago
    User908New Participant

    How to add a contact to 'CC' when sending an email using intercom php sdk ?Submitted

    I am sending an email to a contact using intercom php sdk, i want to add one/multiple other contact(s) to 'CC' of this email. How i can do that?Also please guide me where to find these outgoing emails in intercom-dashboard ?

    6
    1 year ago
    optNew Participant

    Reply to a specific messageSubmitted

    There should be a feature to reply to a specific message in the live chat, something like in Discord. It would be easier for better context replies. Just like you are able to reply directly to a particular message in email.

    6
    Michaela Hone
    1 year ago
    Clément JamardNew Participant

    Request for Message Thread Reply Feature to Target Specific Messages in ConversationsSubmitted

    Context:Currently, there is no option to reply to a specific message within a conversation, making it difficult to refer back to or clarify the context of a particular message. Request:Similar to the functionality in WhatsApp conversations, it would be extremely useful to have the ability to reply to a specific message within a conversation. This would be particularly beneficial when a customer or user asks multiple questions in the same thread, allowing for more targeted and contextually relevant responses.

    1
    Michaela Hone
    1 year ago
    Louis D'ambrosioNew Participant

    Incident Management (Outage) and Holidays ScheduleSubmitted

    This idea is to create the ability to include schedules with specific dates such as holidays.Currently, when a holiday is coming, we update the workflow with a holiday message and revert it at the end of the holiday. This is not optimal.Having the ability to set specific dates scheduled that we can reference in the workflows would be more efficient.With the option to select dates and times, and classify them in categories (open hours, closed hours, holidays, outage), we would then in the workflows create paths such as open hours, closed hours, holidays, outage, and the conversations would take the path according to the date and time. This makes it much easier for handling holidays, open hours, closed hours, weekends.Example:In the screenshot below, the dates are set. So that in the workflow, the conversations take the path of the active schedule. Additionally, imagine just have to toggle outage=on and the conversation automatically take the outage path, instead of having to update a workflow and then revert the changes. A workflow should support different paths based on hours with more automation than the current configuration. Example here with different outage scenario, just the need to activate it and the conversations would take the respective path configured in the workflow.

    2
    Michaela Hone
    1 year ago
    Duncan I.New Participant

    Feature Request: Enhanced Macro Keyword Search FunctionalitySubmitted

    We are requesting the addition of a robust keyword search functionality within the macro library to improve the efficiency and accuracy of locating relevant macros.Proposed Functionality:1. Keyword Search Capability:Agents should be able to input keywords or phrases into a search bar to retrieve relevant macros. Search results should include macros where the keywords or phrases appear anywhere within the macro content, not just in the title.2. Search Results Display:The search results should display all relevant macros, including their titles and a brief description of their content. Keywords in the search results should be highlighted for easier identification and usability.3. Ease of Use:The search functionality should be intuitively accessible from the macro library interface to ensure seamless integration into existing workflows.Rationale:This feature will significantly enhance agent efficiency by streamlining the process of finding appropriate macros, particularly in scenarios where macro titles alone are insufficient for context. Improved search functionality will:Reduce the time agents spend locating the correct macro. Enhance response accuracy and consistency. Lead to improved customer satisfaction due to faster and more precise service.Example Use Case:Currently, when an agent searches for the keyword “description,” the macro "!General Request for More Information" does not appear in the results, even though its content explicitly asks for a description of the client’s issue. This limitation can cause delays and inconsistencies in agent responses.This is the interface for searching macrosWhen you search for the word ‘description’, since it is not in the title of the macro it doesn’t produce a return result We believe implementing this feature will not only streamline workflows but also enhance the overall usability of the Intercom platform for teams like ours.Thank you for considering this request. Please let us know if additional details or examples are needed.Kind regards,Justin YawnOperations LeadCoinme

    1
    Michaela Hone
    1 year ago
    Pat Barlow
    Pat BarlowConnector

    Don't auto scroll to the bottom of a conversation when there is new activitySubmitted

    I am often trying to read up on things and go through a conversation when someone will mention me in a note, or the customer will reply, and I’m immediately taken to the bottom of the convo, losing my place where I was. It also doesn’t fully load quick enough, so I’ll scroll back up and still be forced back down to the bottom.This is really frustrating and makes us not want to use notes as much as we should, especially given that you need to keep mentioning people in notes, the mentions tab doesn’t have a way to get rid of old mentions, there isn’t a way to do a quick emoji react to another note to show that you’ve seen it.It feels like this collaboration aspect needs some love 🥰

    3
    Michaela Hone
    1 year ago
    ChelseaNew Participant

    Add customizable setting to turn off auto-scrolling to bottom of thread when new conversation events or messages happenSubmitted

    While viewing a conversation, whenever a tag is added or removed or a conversation attribute is updated, when the event is logged the conversation thread auto-scrolls to the bottom which is very annoying if you are scrolled somewhere in the middle, reviewing a thread, and adding/updating tags on messages as needed or updating attributes.  If there was a customizable auto-scroll setting that you could change for your personal workspace so individual team members could turn on or off auto scroll in conversations for both conversation events and new messages that would be ideal!Agents often need to read back through interactions between automations/Fin and the customer and with each new customer message they keep getting interrupted and brought back to the bottom of the thread. It’s frustrating.AI summaries are not a good replacement for reading back through the thread, at least not yet. The AI summary includes both customer and bot content (not helpful) and doesn’t include context you can only get by reading what the customer wrote.

    1
    Michaela Hone
    1 year ago
    Cecilia Bjerring KnudsenNew Participant

    Have Help Center articles that are linked in the product open up in the MessengerSimilar functionality

    I would like to suggest the option to add a link to an article from the Help Center that will open that article in the Messenger instead of opening a new tab. We want to be able to add links to our Help Center within our product, but have it open it the Messenger so that our customers can have the instructions side by side with our product. It could be as simple as having an addition to the article URL that will prompt the Messenger to open showing that article. 

    5
    Michaela Hone
    1 year ago
    Tomas NosekNew Participant

    Add attribute stating how many opened conversations a user/lead hasSubmitted

    We'd like to add to our workflow a step where the user would be notified if they already have an open conversation so that they don't create duplicate conversations. However, this information isn't currently retrievable.

    2
    1 year ago
    Nate E.
    Nate E.Connector

    Availability Status ReportingSubmitted

    I would like to be able to run reports that show the availability status that team members were in throughout the day to be able to check for potential manipulation or contact avoidance. I know we can see things in real time but I’d like to see a historical look. ​@Gerald Prado ​@Bradley Coyle 

    0
    Nate E.
    1 year ago
    VivienNew Participant

    Prevent duplicate linking for tracker ticketsSubmitted

    One conversation is restricted to one tracker ticket, but sometimes a customer that comes in will message in multiple times and be added. It would be great if there was a modal or pop up when the same account is linked to a tracker ticket to prevent duplicate additions

    0
    1 year ago
    Show more activity

    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