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    3167 Ideas

    S
    Salvatore GargiuloNew Participant

    Multi brand help center - are external contributors allowed?Submitted

    Hi, We have multi brand enabled for our help center. With this feature, we allow our customers to create their own branded help center since we sell software that has custom implementation for each client. Can we allow our clients to create articles as external contributors to our Intercom workspace?

    2
    Jennifer K
    Forum|Forum|2 years ago
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    Ben HizakActive User

    Create view by company - for conversations and ticketsSubmitted

    All us to create a view which filters conversations by CompanyPerhaps it would look something like this 

    1
    Jennifer K
    Forum|Forum|2 years ago
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    Ben HizakActive User

    Allow client superuser to see all conversations with their companySubmitted

    Some of our clients have people in cetrain roles (superusers / admins / implementation managers).These people must be able to see all tickets / conversations related to company X.(Consider that sometimes new people join / leave)

    2
    Jennifer K
    Forum|Forum|2 years ago
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    Ben HizakActive User

    Allow me to Merge Duplicate CompaniesSubmitted

    Sometimes I get duplicate companies. I would like to merge these companies.  

    2
    Jennifer K
    Forum|Forum|2 years ago
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    Ben HizakActive User

    Show all open tickets by CompanySubmitted

    I wish intercom had a page like this.Please notice:Currently open right now only  Show a count Don’t require me to remember all companies. Show 100% of companies. Nice to have: something I can bookmark  

    2
    Jennifer K
    Forum|Forum|2 years ago
    Z
    ZachBNew Participant

    Guru Integration improvements for CopilotSubmitted

    I have connected Guru documents to copilot - and have run into problems where links directly to guru are not accessible - and authorship is all placed on the integration admin. A core featureset and value add of Guru is to know who is maintaining knowledge. Base guru fields (availability, link, author, etc.) should be referenced in the doc.I know from the API that base metadata should be available - even if it’s just rendering a small markdown table with that aticle metadata at the top or bottom of the article.The dream would be if you could apply the Guru author/ created date/ etc. to the Intercom help center fields.

    2
    Jennifer K
    Forum|Forum|2 years ago
    G
    Gil So T2New Participant

    AWAY REASONSubmitted

    There is a option to “force” the Teamate to choose a reason for away status? Example, a teamate set their status to away, but me as a manager must know the reason.Maybe a PopUP message to choose the reason?

    6
    Jennifer K
    Forum|Forum|2 years ago
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    User1348New Participant

    Improvements while working with help articlesSubmitted

    I create an article on Intercom, publish it. Next time I make changes and save as draft, its status changes to 'Published with Pending draft'. Meanwhile, there comes an urgent need to make some correction to that same article. This is a conflicting scenario which is difficult to address at times, because we can't directly edit the published version now as the changes saved in 'Published with Pending draft' are not meant to be published at that time.So we go to article history, restore the published version in Intercom as a draft version, and start making changes to that particular version and then publish the changes.Next, whenever, we need to copy the changes to the article which was in 'Published with Pending Draft' earlier and in Draft mode now, we need to go back and check the article version history and identify what changes are needed in the current published version. So this becomes a long process if there are multliple amendments made in between when product developments and change requests for help content go in parallel, creating conflicting scenarios and making it difficult to manage things. When we are short of time, this becomes even more challenging.Going back and checking history to identify changes is an tricky thing as there are chances where we can miss out on important things. Especially, this becomes a big headache when we have to manage a large number of articles.Instead, is it possible to implement some concept like a separate editable version for each article, which works separately from the 'Published' version like a working copy or a secondary version or so? This copy can be useful to prepare draft version as well.The best example I can quote here that I can think of is creating an editable word file with my content and once my content is ready, we save it as a PDF as publish it as required. You see PDF stands separate than my editable word version, and that makes it easy to manage the changes separately whenever I have to create new revisions, even with single or multiple Word versions.If the above seems a big development technically or seems time consuming to implement, maybe can you give a simple option to capture internal notes for each article for the timebeing. This will at least help us capture the notes separately in context of each article that is undergoing changes, and it will help us being more confident with what we are doing.Thanks and Cheers.

    2
    Jennifer K
    Forum|Forum|2 years ago
    Jessica Quinn
    Jessica QuinnNew Participant

    Switch to chat for EmailSubmitted

    It would be great if the Switch feature that is available for phone was also available for email(Use case: customers could easily get a link to switch to chat via email to receive a quicker response. This would help with introducing customers to chat support more seamlessly when they are used to emailing)

    2
    Jennifer K
    Forum|Forum|2 years ago
    B
    Ben HizakActive User

    Label Articles in BulkSubmitted

    I wish I was able to bulk label articles.   

    2
    Jennifer K
    Forum|Forum|2 years ago
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    Sulamita IvanovActive User

    Adding a back button in product toursSubmitted

    I think a “back” button would be very helpful for users. I find it when I’m going through product tours myself I can accidentally click next before finishing the sentence and don’t want to start over. 

    3
    L
    Forum|Forum|2 years ago
    C
    Colleen BrauerNew Participant

    Jira 'Service Desk' IntegrationSubmitted

    I’d love if it Intercom were integrated with Jira Service Desk 

    2
    Jennifer K
    Forum|Forum|2 years ago
    K
    KhrystynaNew Participant

    Save Help Desk Search as a ViewSubmitted

    Help Desk Search provides great flexibility to search for tickets or conversations. But what would be great if I could save it as a View to reuse myself or as a team. Current View functionality is very limited in terms of available filters/columns while Search has everything except being able to keep reusing the search criteria. 

    2
    Jennifer K
    Forum|Forum|2 years ago
    S
    Svitlana SemenikhinaNew Participant

    Custom Access for ReportsSubmitted

    Reports module includes information for both Executives and Teammates - would appreciate to have a feature for granting access to certain report for certain people. In this case can be possible for Teammate A to see Report A and for Teammate B to see Report B only.

    2
    Jennifer K
    Forum|Forum|2 years ago
    S
    Svitlana SemenikhinaNew Participant

    Hyperlink to the initial conversation if the client replied to a closed conversation.Submitted

    If the customer replies to closed conversation Intercom has very nice feature to create a new conversation instead of reopening initial. But there is no reference to what is the initial conversation was, except “RE:” in the beginning of the subject. The teammate has to manually copy and paste subject and try to find it in search. Using "Recent Conversation" not always convenient, as the initial conversation might not be among recent.

    2
    Jennifer K
    Forum|Forum|2 years ago
    S
    Svitlana SemenikhinaNew Participant

    Unlink/delete back office ticket from a conversation.Submitted

    The back-office ticket simply can be created by miss-click or internal procedure might be changed and the ticket no longer needed at all - it would be very useful to have this feature for proper reporting purposes.

    2
    Jennifer K
    Forum|Forum|2 years ago
    S
    Svitlana SemenikhinaNew Participant

    Adjust the formatting of the email conversations.Submitted

    When email from a customer is received, firstly client's name is displayed and then subject. Names could be repeating much more often while subjects have more chances to be unique. Making Subject visible first will help to visually differentiate between client’s queries.

    2
    Jennifer K
    Forum|Forum|2 years ago
    Jessica Quinn
    Jessica QuinnNew Participant

    Associate multiple phone numbers to a user & the use same phone number as a secondary phone numberSubmitted

    It would be great to be able to associate multiple phone numbers to a single user profile to be able to recognize and call customers on a cell phone and a business landline phone number easily. It would also be great to be able to associate the same phone number (like a landline business number) to multiple user profiles so that you can select the user that is actually calling from a generic business number and conversations and CSATs will be properly associated and sent to the correct customer that is actually calling (such as a manager, business owner, instructor all calling from the same phone number at the front desk of a gym over time).

    2
    Jennifer K
    Forum|Forum|2 years ago
    Jessica Quinn
    Jessica QuinnNew Participant

    Company Tone of VoiceSubmitted

    It would be great to be able to configure a company tone of voice (or multiple tones of voice) so that the tool can be used during training new teammates.This would be helpful if it was available right when teammates are added to the workspace so they would be able to respond to conversations using the tool to help keep responses consistent and help with efficient training on the go. Ideas for company or specific tone of voice: Choose certain answers/responses already sent in conversations that align with the company tone of voice to use for this purpose Input answer examples for this purpose directly Have Company Tone of Voice and Your Tone of Voice etc. available to agents to see how they compare when using 

    2
    Jennifer K
    Forum|Forum|2 years ago
    Pat Barlow
    Pat BarlowConnector

    Improve suggested replies in message composerSubmitted

    I can see that the suggested replies have been improved a little and now include a ‘Thanks for reaching out’ in addition to the greeting line. It’s always set to the line immediately underneath it though, which isn’t how I compose my messages. I always put a space between these lines, so I can never use the auto composer.Can this be updated to have a space between the lines? 

    3
    Pat Barlow
    Forum|Forum|2 years ago
    P
    Pat ThomasNew Participant

    Can I write a help article and use it in other articles?Submitted

    I want to be able to use a DITA-like structure, where we write short descriptions and then embed that content in multiple help articles. In Framemaker, it’s called Text Insets. We want to be able to easily insert that content in whatever articles it seems relevant (rather than linking to an article) and copy-and-paste doesn’t help, especially when the original content needs to be modified.

    2
    Jennifer K
    Forum|Forum|2 years ago
    I
    Isaac BonoraNew Participant

    Ability to change phrasing in more places across multiple languagesSubmitted

    Hey!Intercom currently provides ways to change text and phrasing in many places within both the article help center and it’s messenger. However, there are still parts of the app that do not allow for changes in copy either in multiple languages or in anything but English. Areas that we have identified that would be good to allow for changes in text across languages that don’t currently include:Unable to change the text of the link for ‘homepage’ link. Across languages  Unable to change the placeholder text in article search in both the Article help center and the messenger app  Unable change text at the footer of articles (both help center & messenger). Useful especially if we want to refer to the help center as something else. ie. Knowledge Base This is just a few areas have our QA teams has identified, especially when it comes to German translations. However, adding more customisation across all parts, especially in copy is great for everyone.Cheers

    2
    Jennifer K
    Forum|Forum|2 years ago
    D
    Daniel McMillenNew Participant

    Ability to add more ticket statesSubmitted

    We’re considering switching from Zendesk, but one major obstacle is the limitation of having only three ticket states. We’d like the flexibility to create our own custom ticket states. For example, if a ticket requires developer attention, we’d change its status to “With Development Team.” This way, the ticket would be removed from our queue until the development team takes action. We also use other states like “With Third Party.” Having a quick overview of the ticket’s state would improve our queue management, as the “In Progress” status is too vague.

    2
    Jennifer K
    Forum|Forum|2 years ago
    E
    Erin from HallowNew Participant

    Ability to see Macro edit historySubmitted

    It is difficult to track changes when multiple people can edit a Macro. We don’t want to limit it to only one person being able to edit the Macros, so are there any plans for Intercom to be able to show edit history for updates made to Macros?

    3
    C
    Forum|Forum|2 years ago
    K
    Kiran RaoConnector

    Request: Apple Privacy Manifests and Intercom iOS SDK v16.xSubmitted

    With Intercom iOS SDK 17.x, iOS 14 is no longer supported.However, Intercom iOS SDK 17.0.2 is the minimum version (at the time of this writing) of intercom SDK that is fully compliant with Apple’s privacy manifest requirements.This is a request to publish updates of older versions of Intercom SDK (for example 16.x) which are also compliant with Apple’s privacy manifest requirements so that apps that have a minimum target of iOS 14 can still be submit app updates after Apple starts enforcing the policy in may 2024.

    2
    Jennifer K
    Forum|Forum|2 years ago

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