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    Candyce
    CandyceNew Participant

    Auto-filled attribute for Today's DateSubmitted

    In Macros and Workflows, Intercom offers the (nothing short of amazing) feature to put in attributes that auto fill themselves within the text. So the First Name, Author Name, etc. I am honestly surprised this isn’t one already but it would be nice to have one for Current Date and the ability to pick how to display it. So mm/dd/yyyy or month day, year. I know we could use this is MANY scenarios and I am sure a lot of other people could too! 

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    Candyce
    1 year ago
    JennyNew Participant

    Ability to retain article order when you log out and back inSubmitted

    This feels like functionality which was once there but has since been lost amongst other releases.When i am under Knowledge > Content viewing articles from my dashboard, I like to have articles ordered by “last updated at”. In the past, this was always the case by default, but now, if i have articles ordered this way but then log out and back in, it returns to ordering alphabetically (who uses that when there is a search bar?).The reason for having “last updated” with most recent at the top is for a couple of reasons.It means drafted articles that I’ve started show at the top, ready to pick up where I left offIt means I can easily review which articles have been recently added, and identify any gaps between feature releases and the correlating articles.

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    1 year ago
    Tomas NosekNew Participant

    Surveys triggerable by a link within a seriesSubmitted

    Currently, it's possible to trigger a standalone survey with a link. However, if the survey is part of the series, its link will only trigger the survey, it will not trigger the following nodes in the series.The workaround is to use a link to a place where Intercom is initialized with a dummy query string (e.g., “?survey=true”). Then, you can add a condition node, which will say if a link was clicked and the current URL contains the dummy query string.However, this workaround is not reliable and cumbersome to use. It typically takes a significant time before the survey gets triggered, so the person doesn't expect it anymore and thinks the link didn't work. Coming up and checking a specific query string is hard to maintain.

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    1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Proactive Support - PermissionsSubmitted

    Goal:Minimize the amount of people that can set the proactive support options with metered fees live. This would allow more control for admins to ensure that someone doesn’t accidentally go over their limit without approval. Request:Break out the permissions so that there’s an options for some users to have access to set non-metered proactive support options live (banners, checklists, etc) and other people can set options w/ metered fees live (posts, product tours, etc). 

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    Angel Horowitz
    1 year ago
    RoydinNew Participant

    A report that show number of tickets where Time-to-close & Time-to-resolve were hit or missed for SLA.Submitted

    While the current Time-to-Resolve report gives an idea of how much time it takes on average/median to resolve an issue, we would like to calculate the SLA for TTC & TTR on back office tickets - how many SLA's we have missed & hit also the % this will help us gauge the number of tickets that have missed TTC or TTR SLA (just like we have a report for FRT & NRT time for customer tickets) this kind of a report will help the business take corrective actions to increase the % of TTC & TTR, this would also help identify any gaps or training needs for tech support teams. Ideally missing a TTR goal on majority of tickets (or a certain topic) would mean they are finding it hard to resolve and those issues or find answers. And analyzing the gap between TTR & TTC will help understand if the team taking a longer time to close out tickets and investigate the reasons behind this - could mean customers not responsive or our solution did not work, even after we marked is as resolved.

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    1 year ago
    Jonathan Krasnow
    Jonathan KrasnowNew Participant

    Enable Tooltips on Workflow Buttons for Enhanced User ContextSubmitted

    Background:Workflow buttons in Intercom often serve as key decision points, actions, or navigational elements. However, users interacting with these buttons may not always understand their purpose, destination, or the actions they initiate, leading to confusion or inefficiency. Adding tooltips to workflow buttons would provide instant, contextual guidance to users, enhancing the clarity and usability of workflows.Suggestion:Introduce Tooltip Functionality for buttons within Intercom Workflows, allowing admins to attach concise, customizable descriptions to each button. These tooltips would appear as hover-over text or tap-accessible (for mobile users), offering users more context without cluttering the interface.Proposed Features: Custom Tooltip Text Allow admins to define a short, informative description for each button during workflow setup. Tooltip fields could include: Purpose (e.g., "This button redirects you to the order tracking page.") Next Step (e.g., "Proceed to confirm your request.") Additional Context (e.g., "Click here to contact support directly.") Multi-Language Support Enable localized tooltips for workflows targeting users in different languages. Dynamic Tooltips (Optional Enhancement) Allow tooltips to display dynamic information, such as user-specific variables (e.g., "Your current balance: $100.") Preview and Testing Include a tooltip preview feature in the workflow editor to let admins see how the tooltip will appear to users. Mobile Accessibility Ensure tooltips are optimized for mobile, appearing as tap-accessible descriptions instead of hover-over text. Benefits:Improved User Experience: Provide immediate clarity about each button’s function, reducing user hesitation or confusion. Enhanced Workflow Effectiveness: Help users make informed decisions, leading to higher engagement and fewer errors in workflows. Customizability: Allow admins to convey additional context without overloading the interface visually. Accessibility: Support multilingual and mobile-friendly tooltips to cater to diverse user bases.Implementation Notes:User Interface: Add a "Tooltip Text" field in the button configuration panel within the workflow editor. Design: Ensure tooltips are unobtrusive and styled to match the Intercom interface seamlessly. Optional Settings: Provide admins with options to enable or disable tooltips for specific workflows or buttons.This Tooltip feature would empower teams to create more intuitive workflows, fostering better communication and understanding between users and the system, ultimately driving engagement and satisfaction.

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    Jonathan Krasnow
    1 year ago
    Jonathan Krasnow
    Jonathan KrasnowNew Participant

    Reverse the Scroll in the Workflow editorSubmitted

    When using my scroll wheel in the Workflow editor, the scroll is reversed -- e.g., rolling the top of the wheel towards you (backwards) should scroll down, but it scrolls up in the Workflow editor.

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    Jonathan Krasnow
    1 year ago
    Jonathan Krasnow
    Jonathan KrasnowNew Participant

    Enable Bulk Button Uploads to Simplify Workflow ConfigurationSubmitted

    Background:Configuring buttons within Intercom workflows manually can be time-consuming, especially for teams creating or managing workflows that include multiple interactive buttons. A bulk upload feature would allow users to streamline this process, reducing manual effort and ensuring consistency across workflows.Suggestion:Introduce a Bulk Button Upload feature specifically for the Workflow functionality. This would allow users to upload and configure multiple buttons for workflows simultaneously, using a structured file format (e.g., CSV, Excel, or JSON).Proposed Features: Bulk Button Template Provide users with a downloadable template to input button configurations, including: Button Label Action Type (e.g., URL, trigger next step, or custom action) Workflow Step Association Visibility Settings Any additional metadata or styling options (if applicable). Workflow Integration Enable users to upload button configurations directly into a specific workflow. Map buttons to specific steps or decision points within the workflow. Validation and Feedback Validate the uploaded file for completeness and accuracy (e.g., required fields, character limits, valid actions). Display errors and suggestions for fixes in real time before finalizing the upload. Batch Editing Post-Upload Allow users to review uploaded buttons within the workflow editor and make adjustments if necessary. Provide a preview of how buttons will appear in the live workflow. Reusability (Optional Enhancement) Save uploaded button configurations as reusable templates for future workflows. Benefits:Time Savings: Dramatically reduce the effort required to configure multiple buttons across workflow steps. Consistency: Ensure uniform button formatting and functionality across workflows. Scalability: Simplify the process for managing workflows with numerous interactive elements, making it easier to implement changes at scale. Error Reduction: Minimize manual entry errors through structured uploads and validation.Implementation Notes:User Interface: Add a "Bulk Upload Buttons" option within the workflow editor, alongside step configuration tools. File Compatibility: Support standard file formats (CSV or JSON) for easy adoption. Permissions: Restrict access to the bulk upload feature to ensure only authorized users can make changes.This feature would streamline button setup within Intercom workflows, enabling teams to focus more on strategy and optimization rather than repetitive manual tasks.

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    Jonathan Krasnow
    1 year ago
    Inna GrynovaNew Participant

    Allow uploading PDF to a chat on mobile Messenger (SDK)Submitted

    That’s a feature I’ve been requesting for years. I move from one company to another, but the feature is still not there. Please, prioritise.We need a way for customers to send us PDF via chat. As a financial mobile app, we need to collect various documents from each of our customers. So 100% of our users are facing this problem. The only way to contact us is via in-app mobile chat (Intercom Messenger SDK). We don’t have any web-version. Please, allow submitting PDFs and potentially other files on mobile SDK, like you allow doing it for all the rest channels.

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    1 year ago
    Duncan I.New Participant

    Search inbox by keywords in voicemail transcriptsSubmitted

    Voicemail transcripts are not included in the query results when one searches the inbox in which they are assigned.  Regulations dictate that we prioritize certain messages above others.  Example: Fraud, Scam, Scammer, victimAs it stands now the agents must comb through each VM transcript one at a time.

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    1 year ago
    Darjus SaksonConnector

    Merge in workflowSubmitted

    Hello there is one idea how to use merge: We have issue with some customers. Each answer to email creates new conversation.based on Intercom support team issue on customer email client side.All conversations has same subject but with additional RE: in each answer.If merge would be available in workflow based on subject rule- tickets would be merged in one  and we and our customers would be more happy:)

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    1 year ago
    Philip MacDonaldNew Participant

    Store sort order of Knowledge topicsSubmitted

    Can you please add a feature request to store sort order on Knowledge topics when viewing /knowledge-hub? Previously the sort used to default to Last updated at (descending), which is ideal, but now it always defaults to Title. This makes using the page really painful to use, because any time I change the page, the sort order resets. 

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    1 year ago
    Duncan I.New Participant

    Reduce the number of clicks needed to select dateSubmitted

    It would save us a lot of time in the UI for selecting a date in tickets was improved. Here is a picture of the current layout:Let’s say the customer’s date of birth is 12/18/1984, So we would need to navigate through 12 months 40 times for a total of 480 clicks.It would be great if we could type in the date, or at least select the 3 different parts from a drop-down.  A dropdown for ‘Month’ a dropdown for ‘Day’ and a drop down for ‘Year’ would definitly reduce the number of actions needed.

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    1 year ago
    BastianNew Participant

    Support for Conversation Topic Suggestions in Multiple LanguagesSubmitted

    It would be incredibly helpful if the conversation topic suggestions feature supported additional languages beyond English. Expanding language support would make this feature more effective for teams operating in non-English-speaking regions, improving efficiency in analyzing customer interactions.As a Norwegian user, I’m particularly interested in seeing support for Norwegian. This would make the feature an even more powerful tool for analyzing Jobs-to-be-Done (JTBD) and managing top tasks in my native language, enabling better prioritization and actionable insights

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    1 year ago
    Candyce
    CandyceNew Participant

    Custom Reports Outside of Intercom DataSubmitted

    It would be a great feature to be able to create custom reports WITHOUT using Intercom data. Due to us still being in the process of migrating all customer communications into Intercom, and really we don’t use Intercom for all customer data in general as most people don't either, our reports on Intercom are not necessarily accurate. It would be nice to be able to enter custom data in addition to the Intercom data to make reports. I am very OCD so having to make additional reports outside of Intercom drives me crazy since they end up not looking uniform. 

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    Candyce
    1 year ago
    BastianNew Participant

    Count Filtered Tags Exclusively in ReportsSubmitted

    It would be helpful if the reporting feature in Intercom could count only the filtered tags without including other tags from multi-tagged conversations. This would provide more accurate insights when analyzing specific tags in conversations, as currently, reports may include data from conversations that are multi-tagged with other tags not in the filter criteria.

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    1 year ago
    DaraNew Participant

    Sort "Snoozed" conversations from the time they're scheduled to reopenSubmitted

    When sorting the “Snoozed” folder, we can currently sort by:  I would like to sort the Snoozed list based on when the conversation is going to re-open. When tickets re-open, they flood the inbox and my workflow is to tidy up my snoozes before they automatically un-snooze. I have different snooze schedules for different conversations, so being able to identify the ones I need to action would be really helpful.  Kind of like a “waking up soon” view. 

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    1 year ago
    Niels Kristiansen
    Niels KristiansenNew Participant

    Implementing a banner that can be reused and reactivated, using schedulerSubmitted

    It would be ideal to have a banner that can be shown to customers multiple times, even after they’ve closed it. For example, suppose you run an e-commerce store and discover a long-term issue with one of your payment gateways. You rely on daily customer visits, so it’s crucial that the banner message reappears every time they return, or at least resets each day to show to all who have seen it the day before.Currently, whenever a user dismisses a banner, you must create a new one for any subsequent alerts. This makes it challenging to reuse a single banner for ongoing issues, errors, or other important notices. Additionally, because we need as much screen space as possible for our solution, we can’t simply remove the close icon to force the banner to remain at the top.

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    Niels Kristiansen
    1 year ago
    Mandy VellaNew Participant

    Issue with Client Reply Formatting in IntercomSubmitted

    Good morning, I wanted to bring to your attention an issue we’ve encountered. When a client responds to a conversation or ticket by replying directly to the CSM using a different text color, this formatting doesn’t carry over into Intercom. All text appears in the same color, making it difficult to differentiate their comments. As a result, we often need to either: Ask the client to clarify their response, or Forward the email to our personal inbox (e.g., Outlook) to view their comments as intended. Here’s an example of a client email:  https://app.eu.intercom.com/a/inbox/mc3a8p9u/inbox/admin/50024011/conversation/46678 Could you please advise if there’s a setting we can enable to resolve this, or if this could be submitted as a feature request for improvement? ​​​​​​​Thank you 

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    1 year ago
    JoeyNew Participant

    Revert back to the old navigationSubmitted

    The new sidebar navigation launched a little while ago and it’s definitely a huge step back for our team working in Intercom.We manage a lot of workspaces and provided feedback during the beta phase. None of which have been implemented.The main issues:Twitchy expand on hover, it’s very annoying having the sidebar pop-out every time you hover over an icon. Especially as there is no added information thus no value. The removal of workflows/ automations from the primary nav and hidden it. This is the menu item we probably click most. The option to see which workspace you are in without clicking. When working in 20 different instances it is obviously incredibly important that you are in the right one. Previously you could see this by simply hovering. Now it’s hovering and clicking.Very frustrating to see this change, especially after clearly stating this to the team working on it.

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    1 year ago
    Angie WallsNew Participant

    Ability to see what the customer is typing in chat modeSubmitted

    Hello,Putting in a request to be able to see what the customer is typing in the chat real time before they hit send. This will often give agents the ability to take quicker action for the resolve.This was a feature in the Salesforce chat instance we were utilizing previously.Thanks for your consideration! Angie Walls on behalf of Brandon Tann 

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    1 year ago
    Jazmine JacksonNew Participant

    Ticket Bounce NotificationSubmitted

    Hi there, When sending outbound customer-facing tickets, it would be helpful if we were notified if the message bounced. For example, if comms are sent to a customer email that no longer works at that company -- the ticket/email will bounce, but we have no visibility into it. Therefore, we continue to reach out to someone that will never see our message. [This is separate from Outbound Messaging.]

    1
    Erin
    1 year ago
    Kristian ClintonNew Participant

    Allow backoffice tickets to link to tracker ticketsSubmitted

    Feature request: The ability to link back office tickets to tracker tickets.

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    1 year ago
    Thomas LochNew Participant

    Ability to create follow up via omni channelSubmitted

    Currently when a user does not respond back to a reply of ours, an email is sent to them, we’d like to have sms sent as well to ensure the customer sees our message. 

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    1 year ago
    Amanda SadisNew Participant

    Macro TrackingSubmitted

    Would it be possible to extend the macro tracking from 30 days to a longer time period?

    1
    Graziela
    1 year ago
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