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    3167 Ideas

    F
    FlippyNew Participant

    Wrap ticket questions when converting a conversation to a ticket to show full textSubmitted

    When we convert conversations to a ticket and the support rep needs to fill out some additional details it’s hard to see what the ticket fields are asking for. Is it possible to show the entire text and wrap the text if necessary? Truncating the text makes it difficult to know what the question is. 

    2
    Jennifer K
    Forum|Forum|2 years ago
    X
    XeniaNew Participant

    Deactivate email notifications for a specific userSubmitted

    Some users prefer to continue the conversation over email, while others would rather not receive any email notifications for replies. I suggest implementing two features:1. The ability for the team to disable notifications for users who don't wish to receive any email notifications. 2. Incorporating an unsubscribe button in email notifications. This would allow users to easily unsubscribe from receiving further email notifications if they choose to do so.

    3
    E
    Forum|Forum|2 years ago
    J
    Jonas NielsenNew Participant

    Separate content in Articles based on User groupsSubmitted

    Hello Intercom! I would like to be able to separate sections in an Article based on Users, meaning: Example A:User A (non-user) can only read the Summary, while logged in User B can read the full article Example B:User B can read most of the article, but User C (Help Desk agents) can read an marked Internal section of the article. I know this is a bigger ask - would help with setting up a Knowledge-Centered Support (KCS) through Intercoms own Knowledge Base / Articles, instead of having other integrations. 

    2
    Jennifer K
    Forum|Forum|2 years ago
    P
    prabhat_sethNew Participant

    Search messages via APISubmitted

    Hi,I am able to get all conversations for a particular contact via the conversations search endpoint however there is no search for messages.It would be great to be able to search messages the same way as conversations with the end goal of being able to get all communications with a Intercom contact from one endpoint (rather than multiple places as currently).

    2
    Jennifer K
    Forum|Forum|2 years ago
    J
    Julius GeisNew Participant

    set audience-level targeting based on collectionSubmitted

    I couldn’t find the voting on that. We want to set audience-level targeting based on collection inside knowledgebase. The idea is that specific user groups, set by user tag, can read additional help articles inside our help center.

    2
    Jennifer K
    Forum|Forum|2 years ago
    J
    James LaurieNew Participant

    Integrating Intercom with BasecampSubmitted

    Has anyone set up an integration between Intercom and Basecamp before? Either through a third party tool such as Unito/Zapier, or via Webhook / custom action?Ideally, I’d like to leave a note in Intercom, that would create a To-do in Basecamp, with the information from the note.

    4
    J
    Forum|Forum|2 years ago
    J
    Jonas NielsenNew Participant

    Attach articles to ticketsSubmitted

    I would love to be able to attach an Intercom article to a ticket, so we can track which article solves/was used on a ticket. A tagging system would be nice, as in, marking multiple tickets with, as an example: “Solved issue”, “Helped towards a solution”, “Not used”. This would help us implement the methodology Knowledge-Centered Service (KCS - https://library.serviceinnovation.org/KCS) Thank you! 

    3
    J
    Forum|Forum|2 years ago
    S
    Sophie HumphreyConnector

    Is it possible to vertically align text within tables in help center articles, and to adjust the overall table width?Submitted

    I’m glad that text within tables can be horizontally aligned, but it would be great to have the ability to vertically align text within tables. Additionally, I’d love to be able to adjust the total width of a table to not extend further than the text within it. Are either of these possible, and if not can I submit these as a feature request please?

    3
    S
    Forum|Forum|2 years ago
    M
    Maria PaezNew Participant

    Identifier that lets the user know if new conversation in their inbox is a chat or emailSubmitted

    Create some type of identifier that the agent is able to easily see once a conversation enters their inbox.  This will let the agent know that its a chat or an email and thus priority is set on the live chat.

    3
    M
    Forum|Forum|2 years ago
    M
    Maria PaezNew Participant

    Have the ability to create company specific alertsSubmitted

    Have the ability to set some type of alert where an agent or manager can be alerted that a chat has been sitting idle with no response once it hits the 2 minute mark. Either change that chat to a light red color or set a bell alert to identifies it.

    3
    M
    Forum|Forum|2 years ago
    C
    Courtney SainsburyConnector

    Would love for AI assistance (make more friendly, rephrase, etc) to be available when creating Workflows, Custom Answers, Etc.Submitted

    I often find myself copying what I’ve put into a Custom Answer or Workflow and going back to a conversations, putting in what I’ve written and clicking “rephrase” or “make more friendly” It’s one of my favorite features and we would love to use it in every area of Intercom! 

    2
    Jennifer K
    Forum|Forum|2 years ago
    C
    Courtney SainsburyConnector

    Would love to be able to see the content of each individual conversations as you are bulk selecting them.Submitted

    Doing this will allow you to see what messages in your queue you’d like to select to receive the bulk message. Sometimes you want to follow up with multiple in your inbox and you’re not able to unless you first look at all of the messages, see who needs to be followed up with and then memorize which conversations those were so that you can then go through and bulk select them.

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

    Open latest message on a conversation - go to top of message vs bottomSubmitted

    Hello,Whenever there is an update in a conversation and I open it, I get sent automatically to the bottom of the message.It would be great if I were sent instead to the beginning of the message - e.g. whenever the reply is a long email with signatures, I get sent automatically to the bottom part of it (ie the signatures), and have to scroll back up.Hope you can improve this :)Thanks,Zé

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

    Advanced search options in Help CenterSubmitted

    Currently, when using an Intercom help center, it seems like users have to run a search across all the collections that they see on the help center they are on.Can we have a search option at different level of collections so that users can search within a selected collection including or without including it’s sub collections? This helps users get specific search results and at the same time save time and efforts.

    2
    Jennifer K
    Forum|Forum|2 years ago
    B
    BrigitaNew Participant

    Teammate Activity Logs as a separate permissionSubmitted

    At the moment Teammate Activity Logs is part of the permissions set Can manage teammates, seats & permissions.https://www.intercom.com/help/en/articles/176-permissions-how-to-restrict-access-for-some-teammates#:~:text=Teammate%20activity%20logsCertain team members (supervisor/management level) using the tool would benefit from accessing the Teammate Activity Logs without the need to have permission to a full set of super admin type Can manage teammates, seats & permissions which grants access to more sensitive types of access to manage seats and permissions.

    2
    Jennifer K
    Forum|Forum|2 years ago
    L
    LennardNew Participant

    Disable reply timeSubmitted

    Currently, the expected reply time can only be deactivated for the basic bot configuration.After having the revamp of how users can see the contact field for chat, why not also make it possible to have the option of deactivating estimation of reply time from the chat in general?This could help improve user satisfaction and adapt it to already existing basic settings for bot.

    2
    Jennifer K
    Forum|Forum|2 years ago
    T
    Tori RochlenNew Participant

    Provide more direction when requiring users to search before starting a conversationSubmitted

    We are trying to encourage users to research before they send us a message. Even while using Fin. When we enabled “Require users to search before starting a conversation,” users got completely confused, and we got many emails about messaging not working. There isn’t anything to guide users to research first, the message option just disappears.  It’s easy to use when you know what you must do, but without some instruction, it causes the reverse - a spike in conversations via email.  Having guided text of some sort may be helpful - “feel free to take a look at articles before you message us” or “messenger will become available after taking a short peruse of our articles...”  

    2
    Jennifer K
    Forum|Forum|2 years ago
    Brandon Foret
    Brandon ForetNew Participant

    Calendar Widget/FeatureSubmitted

    It would be great to be able to pull dates from a ticket or multiple tickets into a calendar view.

    2
    Jennifer K
    Forum|Forum|2 years ago
    Kevin TurboTenant
    Kevin TurboTenantNew Participant

    Customize Closed Conversation RatingSubmitted

    Prevent customers from rating after a given period of time.In the the example above it would be nice to customize the text when the give time period expires. It shows the "help Kevin understand" message then an error, rather than a positive experience that mentions Scores are only available for X number of hours or automatically deletes the "help Kevin understand message"

    2
    Jennifer K
    Forum|Forum|2 years ago
    G
    Gil LevyNew Participant

    Passing attachments from Intercom to Jira issue?Submitted

    Hi all. I’m using Intercom with Create Jira Issue automation. When creating an Intercom Tracker issue (bug) and attaching a pic/text/etc., is it possible to pass the attachments to the Jira issue?

    4
    Jennifer K
    Forum|Forum|2 years ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Customize the workspace messengerSubmitted

    It would be great if we could customize the Intercom messenger that is embedded in our workspace. We want to include information about our own products, which is relevant for our agents to know. For example, we would like to add internal articles, news about new features, notifications, and other updates.

    2
    Jennifer K
    Forum|Forum|2 years ago
    C
    Connor TakataNew Participant

    Empty Article Button to launch workflowsSubmitted

    We would love the option to add a button to an article that would be able to trigger an element clicked workflow. Currently, buttons require a URL however if we were able to create button’s without any URL validation, then we could attach a workflow to button press.

    2
    Jennifer K
    Forum|Forum|2 years ago
    J
    jorritTCNew Participant

    Extra features for the 'special notice' featureSubmitted

    I have three some idea/feedback points regarding the special notice feature that would be really helpful:The special notice message is not displayed if Fin is active. It would be very helpful if the special notice was still displayed after a customers asked to be connected to the team.For ongoing chats, the special notice also isn't displayed. It would be amazing if there was a small indication above the message field something like the image below:If the full message doesn’t fit, something like a small 'i' icon that people can hover over to see the full message?Or even a way to set a different message for ongoing and new chats Speaking of different messages, an automatic reply special notice for customers who reach out via e-mail. Customers who reach out via email won’t know if we are OOO for the day for example

    2
    Jennifer K
    Forum|Forum|2 years ago
    O
    Olly JohnsonNew Participant

    Workflow from CSAT SurveyReleased

    As it currently stands it doesn’t appear possible to provide additional automation after a CSAT survey has been sent to a person who has reached out. In an ideal situation depending on the score of the reply I’d like to automate follow up messaging and interactions. If someone replies negatively for example I’d like to automate a follow up asking the person for additional information.

    10
    Larissa
    Forum|Forum|2 years ago
    Michael Stephenson
    Michael StephensonNew Participant

    Internal Article RedirectSimilar functionality

    I want the ability to unpublish/archive an article and set up an automatic redirect to the new article. 

    4
    Jennifer K
    Forum|Forum|2 years ago

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