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Tom HiggsNew Participant

Clickable buttons within workflowsSubmitted

In posts you can have buttons to open links etc.At the moment when using workflows you can only hyperlink text and not add clickable buttonsButtons are more eye catching and look better 😁

Stuart CS - David P. - SNew Participant

Internal Knowledge Base Anchor LinksSubmitted

I would like to request a feature that allows users to create internal links or anchors within an article in the Intercom Articles editor. This feature would enable authors to link specific sections of an article to other parts within the same article, greatly improving navigation and readability for our audience.Use Case: This functionality would be particularly useful for creating a table of contents or quick navigation links at the beginning of an article.

Rasmus SvenssonNew Participant

Ability to affect linked tickets through the API (notes & status change)Submitted

It doesn’t seem like it’s possible to cross-post notes through the API at the moment. We use the API to add notes and change statuses of our Intercom tickets based on activity from an external dev. tracker system. Currently, notes added through the API and statuses changed through the API only affects the ticket ID provided in the API request. There are no parameters in these requests to affect linked tickets.

Milasin PetrovicNew Participant

Workflows: Add description & notes on pathsSubmitted

Hello,It would be incredibly helpful to have the option to include a description for a Workflow, allowing users to provide a detailed explanation of its purpose and functionality.This feature would enhance clarity and make it easier for others to understand the Workflow's intent at a glance.Additionally, it would be even more beneficial to have the capability to add notes or annotations to specific paths within a Workflow.This would provide an opportunity to explain the logic or reasoning behind each path, making the Workflow more transparent and user-friendly, especially for collaborators or future users who might work with it. Implementing these features would significantly improve the usability and comprehensibility of Workflows.

Milasin PetrovicNew Participant

Change the applied SLASubmitted

Hello, Currently, once an SLA is applied to a ticket or conversation, it cannot be modified.It would be beneficial to have the ability to change the SLA (both manually and through Workflows) to accommodate situations where an agent may have selected the wrong SLA or when we need to adjust it due to a change in priority. Our use case: We created a ticket attribute called "priority" (list), which is used in a Workflow to determine and apply the SLA. However, the SLA does not update when the value of the "priority" attribute is changed.

TrevorInnovator ✨

Workload Management Metric for Custom ReportsSubmitted

The real time dashboard has a % workload management. Some agents are incredibly good at keeping their workload low, by keeping up with tickets. Others might be less efficient at managing their workflow, and have higher amounts of open tickets per active hour. I would LOVE some new metrics in customer reports, to more easily capture this data and get it to my team, to see changes over time instead of just a real-time metric. For example, a custom report metric that’s something like:Workload % average during active hours The (average, median, mean) ratio of open conversations assigned to the teammate over the assignment limit, over time during active hours. (Average, Median, Mean) Open tickets per active hour The average number of open tickets assigned to a teammate per active hourThese metrics would be super helpful in me making some goals and metrics for my team!

mrsool rtmNew Participant

Adding Assignment timestamp in CSV Data export for both Conversation and ticketSubmitted

Adding team Assignment timestamp and Teammate Assignment timestamp and first close timestamp in CSV Data export for both Conversation and ticket this is highly needed

Monica BNew Participant

Multiple choice option for conversation attributesSubmitted

I miss the possibility to have a multiple choice conversation attribute format. We use a conversation attribute upon closing to address the type of the conversation and actions neeed taken during the conversation. We do this in order to see if things can be improved, more automated and to learn. But often a conversation is for more than one type. We try to avoid having to many attributes, so multiple choice would be really helpful.ExampleClosing attribute:Checked our backend system Checked Stripe Used Superadmin role(things we need to do on behalf of user in our system) Reported bug in Jira User need to contact their own admin and not us FIN/Help Center should have fixed it Third party Integration our system manage inquiries about (

ChelseaNew Participant

Add Workspace/Help Desk theme color and contrast customizationSubmitted

Please add Workspace theme color and contrast customization for individual teammates, similar to Slack theme customization.I’m only asking for this since the UI updates on 11/18 reduced the amount of contrast between elements which means it’s more challenging to differentiate some things. For example, before the light theme had a white background, and unread messages had black text versus read messages with grey text. Much easier to see at a glance.Now it’s a very light grey background, read messages have a darker grey text, and read messages have a lighter grey text. Basically everything is fuzzier now. Dark mode isn’t a substantial improvement.Please, add the ability to customize workspace themes or offer a few different options including at least one with high contrast.

Linh PhanNew Participant

Reduce the spacing between message/button sections in the chatboxSubmitted

The message and button sections which are set in the workflow are somewhat not user-friendly in the chatbox with a huge spacing in between when the message is short. Is there anyway we can have the buttons appear below the message to make the chat-bot looks neat and easy for users to select?

Linh PhanNew Participant

Reduce the spacing between message/button sections in the chatboxSubmitted

The message and button sections which are set in the workflow are somewhat not user-friendly with a huge spacing in between when the message is short. We want to have the buttons appear below the message to make the chat-bot looks neat and easy for users to select

User1055New Participant

Do we have Night mode option in Intercom? Like in WhatsApp?Archived

Do we have Night mode option in Intercom? Like how we have it for WhatsApp?

Frederik LaageNew Participant

Ability to add tags internal usersSubmitted

I would be a cool addition if we were able to add tags to our internal Intercom users. it can enable us to find users based on certain skillsets or internal inital-based acronyms e.g. internal email adresses and the like.Example:when trying to find “John Doe” to assign him a ticket, it would be helpful if I could find him using the first 3 digits of his internal email address. Seems like an easy fix to add the pre @ characters as tags to users so we can find them quickly. JDO = John Doe for example.

KylieNew Participant

Dynamic Ticket FieldsSubmitted

It would be helpful to have dynamic ticket fields i.e. if option x is selected in dropdown field, fields a, b, c show, if option y is selected, fields d, e, f are shown. This would alleviate having to create multiple ticket types for fairly similar use cases and prevent unnecessary fields from showing to streamline the ticket experience.

Brandon ForetNew Participant

Syncing contact data from OutlookArchived

It would be great to be able to link my Outlook account to sync the emails and contact data from previous conversations before we used Intercom. This would also be helpful to see their previous conversations since it would all be linked by email.

Melissa GoodNew Participant

Inbox Conversations Indication ColourSubmitted

Its tough to see when we get a new response or an incoming email on one of our tickets. It is a bit brighter but we really need a way to be able to tell when we get an incoming response. We try using the snooze feature for this as well but ideally if the incoming email or responses or activity in general it should change color or do anything thing that would stand out from the rest. We’ve tried views as well for this.

User1648New Participant

Adding custom snippets to help centre head tagArchived

We currently use FullStory to view our users’ sessions in-app. Intercom even has a FullStory integration for chats where you can view how folks interact with the messenger. What’s missing is the ability to see Help Centre sessions. Seeing a user’s scroll depth, rage clicks, heat map, viewed objects, A/B testing accordions and other formatting aspects etc would help technical writers and support content creators to deliver the best articles for their users. Given that there’s already a Google Analytics integration that uses the exact same process, adding validated custom snippets wouldn’t be a huge lift but could offer massive reporting advantages that intercom can’t currently provide.

ZachBNew Participant

Make Intercom Inbox available as a Progressive Web AppArchived

Often in a busy work environment, where support may not be your primary role, managing of notifications and attention can be difficult.Having the intercom inbox available as a desktop app with bespoke notifications would help streamline and prioritize a workflow.You never miss a slack message because it’s open in the background. This has lead to the Slack app dev for Intercom to throw activity into Slack. However there are issues with this on agent permissions and shared channels.If the goal is making the communication more available up-front, why not make the intercom inbox Slack-ish enough to serve the same purpose?

Myriam RouéNew Participant

Differentiate conversations by a color badgeArchived

Hi ! It would be awesome to be able to differentiate waiting tickets by a color badge. On our inbox, they are some different open tickets during the day : in progress with the customer waiting for the customer waiting for an internal answer (from tech, sales or other team).Currently, we add an internal note to notify if this ticket is waiting for a customer or internal information.With a color badge, it will allow us to see in a second what conversations we need to reply too, without having to open the conversations to read the note each time and what conversations is waiting to customer and do not need an answer from us.Thank you !

NickRelocityNew Participant

Enable an open eyed neutral face emoji that can be utilized for creating fast feedback.Archived

We are using intercom to capture fast feedback from app users. They’re prompted to share how they’re feeling about their experience and can respond with one of 3 emoji faces. Ideally, they would be ☹️ 😐 😀 --- frowning face, neutral face, smiling face. However we’re only able to use the neutral face which has closed eyes.

bskanNew Participant

How do you set up the sender e-mail address for a specific web chat?Archived

We have multiple domains and multiple sender e-mails but the web chats all fall back to the default sender e-mail rather than the one for that specific domain. How do we set the sender e-mail to match the domain the chat is from like it does for direct e-mail responses for that domain?

ZachBNew Participant

Add or Update Teams via APIArchived

Allow for adding or updating Teams (team members specifically via API) First use case:Support teams change quickly, perhaps as often as week to week.update membership to teams based on external source.

ZachBNew Participant

Set a default team per company.Archived

I have a use case to route specific companies to specific teams.Currently the only option to do this is manual configuration of a workflow - that would require manually managing a large set of branches:- If company A, assign team A- If company B, assign team B- etc.By assigning a default team, this removes a lot of the complexity around a large workflow. We shouldn’t be expected to admin a workflow with possibly hundreds of different 1:1 conditions and branches.

Laura CicconeNew Participant

Improvements to ticket trackingArchived

I’m trying to keep all my customer feedback in one place, and tracker tickets are a great way to easily send out messages without creating 8,000 tags that I’d eventually want to deprecate. Two things that would make tickets amazing:Allow me to connect customers to back-office tickets without notifying them or sending them messages PLEASE don’t have these tickets count towards the number totals shown, or at least separate them out from the chats. Our chat inbox is SO cluttered when trying to use these, it’s hard to find the real conversations without creating a “View.” Additionally, I have the intercom app on my phone so I can easily respond to customers when I’m out and about, and I’m pretty OCD about having no badges on my phone. Now that I have 15 feature requests, I always have a minimum of 15 badges. This is so stressful and causes me way more anxiety than I’d care to admit.We use Linear to keep track of bugs, but things like feature requests which can take months to years to get to are kept outside of Linear. I’d love to be able to easily retroactively communicate with all my customers regardless of if we find a resolution tomorrow or in a year from now.

Melissa GoodNew Participant

Company & Contact Detail ModificationsSubmitted

We need to be able to update the company and contact details easier. We should be able to easily add the address, phone number, titles directly within intercom. We rely on intercom now for support to house all the information needed for our companies and contacts, and we are unable to easily edit things for them. If someone is the CEO of a company but also the billing contact I should have a place to be able to simply type that in, other than notes.

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