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

    3167 Ideas

    M
    Marlene SchreflerNew Participant

    Allow states for conversationsSubmitted

    Our team would like to have the same states options for conversations as there are for tickets, instead of  3 fixed states “Open”, “Snoozed” and “Closed”. This way a conversation that is waiting for a reply from a customer is easily distinguishable from one where we are doing some research or are waiting for a reply from an external partner. 

    1
    J
    Forum|Forum|1 year ago
    V
    Vaughn AbadNew Participant

    Ability to add filter in the Overview report tabReleased

    Enable the capability to filter the reports in the Overview page

    2
    Michaela Hone
    Forum|Forum|1 year ago
    T
    TWildeNew Participant

    Request for easier linking between articlesSubmitted

    I’m a tech writer and I would love an easier way to link articles from within other articles. I could search existing articles from the Enter a link box, that would be nice.Or even an Article Link column on the All Articles page so I don’t have to fully open an article to make a link would be an improvement.

    5
    J
    Forum|Forum|1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Simplify the teammates workspace based on their permissionsSubmitted

    Simplify the interface for team members based on their permissions. Teammates who don't have access to certain features like settings, the bot, or billing, should not be able to view these options in their workspace. If they attempt to access restricted features, they will receive a message indicating that the feature is not available. For example, The options indicated in the image should not be visible. 

    4
    Michaela Hone
    Forum|Forum|1 year ago
    J
    Jimmy CohenNew Participant

    Possibility to grant users access only to conversationsSubmitted

    Possibility to grant users access only to conversations while blocking their access to tickets. At the very least, having a simple filter to separate ongoing conversations from ongoing tickets

    1
    Michaela Hone
    Forum|Forum|1 year ago
    J
    Jonathan MarbuttNew Participant

    Support for Side Conversations in MobileSubmitted

    It would be great to see side conversations in the mobile app. 

    4
    Michaela Hone
    Forum|Forum|1 year ago
    V
    Viviane LopesConnector

    Retorno da Opção de Disparo Automático na Automação do ChatSubmitted

    É crucial trazer de volta a opção de disparo automático na automação do chat. Atualmente, essa funcionalidade está disponível apenas no Fin, porém, a IA não é adequada para todos os públicos. Devido a essa limitação, tive que implementar uma solução onde o cliente precisa enviar uma mensagem para acionar o fluxo de atendimento, o que não é ideal e compromete a experiência do usuário. Ter a opção de disparo automático melhoraria significativamente o fluxo e a qualidade do atendimento.  

    3
    V
    Forum|Forum|1 year ago
    Z
    ZachBNew Participant

    Limit Interface display for sections agent does not have permissions for.Submitted

    In many other systems if users don’t have access to a settings area, the visibility to navigate to it is simply removed from view.In intercom, if you do not have a permission to view a settings screen, the behavior is that a pop-up shows ‘you do not have permission to access this’This is both confusing and distracting to the end-user. I believe a more streamlined experience would be to hide the icon / UI area where a user does not have permissions. Examples: - Lighning bolt on manage automation permissions, settings gear on manage all settings permission, reports on reporting permission, etc.  

    3
    Michaela Hone
    Forum|Forum|1 year ago
    I
    ImmortalNew Participant

    Button "notify by email"Submitted

    It would be great if, in the chat, the client could click a 'Notify by Email' button. This button should remain visible to them at all times unless they have already clicked it. For example, if the client doesn’t want to receive the entire chat history and prefers only the response with the resolution.

    4
    Jennifer K
    Forum|Forum|1 year ago
    M
    Mitch KNew Participant

    Pre-fill New Ticket via Javascript APISubmitted

    We would like to add a “createTicket” action to the Intercom javascript API that optionally takes in initial parameters to pre-fill the ticket form on behalf of the user. Currently, you can only trigger a “showTicket” action for a ticket that is already created.

    2
    Jennifer K
    Forum|Forum|1 year ago
    S
    Sara JenisNew Participant

    better way to indicate that a conversation is depending on another team member (idea: "waiting on" field)Submitted

    Our support team frequently tags people from other teams in conversations, and many times those tags get lost after the conversation has been opened. Or, if it’s a long conversation, you may have to scroll all the way up to find who was tagged. So, it would be helpful to have a better way to indicate that a conversation is depending on another team member My idea (but open to others) is a “waiting on” field to designate additional ownership of a conversation. I know we want to maintain ownership by one person to make sure the ticket gets resolved, but it would be helpful to have another field like “Waiting on” to indicate that you are waiting on guidance from someone, and that ticket could end up in their inbox or a separate inbox like “Waiting on me” for easier tracking, and increased secondary ownership.  

    2
    Jennifer K
    Forum|Forum|1 year ago
    M
    MaxenceNew Participant

    Enable Message History Access After First InteractionSubmitted

    I would like to propose a feature that allows us to choose whether users can still access the message history after sending their first message when the 'Require visitors to search before starting a conversation' option is selected for the messenger channel. Currently, once the user sends a message after following the desired pattern, if they close the messenger window, they completely lose access to the history. This leads to undesirable behaviors such as sending multiple messages to support, not responding, or being unable to send certain elements. Having the option to control message history visibility would help resolve this.

    2
    Jennifer K
    Forum|Forum|1 year ago
    User2460
    User2460New Participant

    Sorting and organizing reportsSubmitted

    Hey folks! Being able to organize the charts in a neater way is absolutely an upgrade, helps make sense of reports and divide them better into sections.I think a good tiny upgrade will be being able to add some sort of divider or spacing.For example - I have a big report on a division that’s made up of a few teams.While I want each team’s data in the same report, I want to separate them visually and make it clear in the report where one team’s stats end and another begins.Maybe being able to add headers inside the report could be great, kinda like within articles. H1 - Financial team H2 - CSAT stats H2 - Volume stats --------------------------- H1 - Management team H2 - CSAT stats H2 - Volume stats

    4
    Michaela Hone
    Forum|Forum|1 year ago
    User2460
    User2460New Participant

    Spacing between sectionsSubmitted

    Hey folks! Being able to organize the charts in a neater way is absolutely an upgrade, helps make sense of reports and divide them better into sections.I think a good tiny upgrade will be being able to add some sort of divider or spacing.For example - I have a big report on a division that’s made up of a few teams.While I want each team’s data in the same report, I want to separate them visually and make it clear in the report where one team’s stats end and another begins.Maybe being able to add headers inside the report could be great, kinda like within articles.H1 - Financial team H2 - CSAT stats H2 - Volume stats ---------------------------H1 - Management team H2 - CSAT stats H2 - Volume stats

    3
    Michaela Hone
    Forum|Forum|1 year ago
    M
    madesignerNew Participant

    Optimizing CSAT Measurement in Multi-Participant Interactions: Challenges and SolutionsSubmitted

    Optimizing CSAT in multi-participant interactions involves addressing challenges like attribution ambiguity, diverse expectations, feedback gaps, bias, and survey fatigue. Solutions include role-based surveys, targeted questions focusing on specific aspects, leveraging AI-driven sentiment analysis for implicit feedback, weighted scoring models to account for participant influence, and anonymous feedback channels to encourage honesty. These strategies help capture accurate and actionable insights in collaborative environments.

    3
    Michaela Hone
    Forum|Forum|1 year ago
    U
    User356New Participant

    Inside an article is there a way to add a link to another existing article, by searching and connecting them, without having to type the article URL (in the same way you can do it in the Inbox)?Submitted

    Inside an article is there a way to add a link to another existing article, by searching and connecting them, without having to type the article URL (in the same way you can do it in the Inbox)?

    17
    Michaela Hone
    Forum|Forum|1 year ago
    J
    JolieConnector

    Still can't delete user or company notes in the new Inbox.Submitted

    Still can't delete user or company notes in the new Inbox. I've been asking about this for almost 3 years. I was really hoping issues like this would get fixed in the new Inbox but nope still the same.

    3
    Michaela Hone
    Forum|Forum|1 year ago
    M
    MellNew Participant

    Change timezone in reportsSimilar functionality

    I think it’d be amazing if we could change the time zone when viewing Intercom report screens. I have a team in the UK and Australia, we’re primarily AU based so we use an AU timezone as the workspace default, however this makes it complicated when I want to pull reports on busiest periods etc. without manually doing the conversion to the London timezone to get the “UK hours”.

    4
    Michaela Hone
    Forum|Forum|1 year ago
    G
    Gian Luca D'Intino-ConteNew Participant

    Exclude Tag from Reports: "Tag IS NOT ___"Similar functionality

     

    5
    Michaela Hone
    Forum|Forum|1 year ago
    C
    ChelseaAZNew Participant

    We need the ability to listen to live calls with PhonesReleased

    Hi! We urgently need the ability to listen in on calls that are live and in progress.This has been a part of Zendesk, and the other Call apps we have tested. So surprised to see this not offered in Intercom.To let you know how it’s impacting us, we cannot train our agents on phones remotely, all training must be done in office which is not always possible. And as you can imagine, monitoring calls for coaching live as an important part of training/customer service departments.

    6
    Michaela Hone
    Forum|Forum|1 year ago
    L
    Laura KlingenbergNew Participant

    Ticket portal and ticket creationSubmitted

    Hi Intercom, together with our team we are activating the ticket portal and wanted to share some ideas:  Ticket portal: Ability to add custom column: we’d think adding custom columns to a ticket will be super helpful for our customers to see our prioritization.  Ability to assign more than one account to one ticket: Some of our customers work with multiple accounts, it would be great if we could assign multiple companies to a ticket so that they have the overview.  Ability to hide accounts in the drop down list in the ticket portal (or star the ones you want to easily find)Ticket creation: Ability to change the ticket type when a customer reports tickets themselves: we use tickets in the form of bugs and feedback. Sometimes our customers report something but it should rather be a normal request or feedback. It would be great if we could reverse the ticket into a conversation or into another ticket type.  

    4
    J
    Forum|Forum|1 year ago
    E
    Emma SchulNew Participant

    Publish across workspacesSubmitted

    I would love to publish a workflow, email or sms from my testing workspace to the production workspace so I don’t have to manually copy and paste everything over

    3
    J
    Forum|Forum|1 year ago
    J
    jliu33New Participant

    Add Survey results to API in order to pipe data into databaseSubmitted

    Tagging @Product Wishlist.It would be super beneficial to add Survey results to API in order to pipe data into database. That way we can join on NPS data to our user data to conduct deeper analysis.

    2
    Michaela Hone
    Forum|Forum|1 year ago
    M
    Michael H18Active User

    Apologies if this has been posted before, but it'd be helpful if I could add metadata to articles in order to improve a reader's ability to find them via search.Submitted

    Apologies if this has been posted before, but it'd be helpful if I could add metadata to articles in order to improve a reader's ability to find them via search. I'm thinking of spelling variants in particular, e.g., waitstep vs. wait step; role play vs. roleplay. I had hoped tags could be used for this purpose, but they don't appear to be crawled by Intercom's search engine. At the moment I have to intentionally account for all variants when I write or revise articles; not a huge deal, but it'd be better to not include misspellings just to help readers find what they're looking for. Better to let such data live in the background, as it were.

    5
    Michaela Hone
    Forum|Forum|1 year ago
    G
    GeorgiaNew Member

    Integrate with NotionSubmitted

    I would love to see an Integration with Notion. 

    2
    Michaela Hone
    Forum|Forum|1 year ago

    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