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    3167 Ideas

    Grace Ndabananiye
    Grace NdabananiyeNew Participant

    Add more metrics for custom reports e.g. for conversation topics and tagsSubmitted

    I am currently working on a few custom reports. One in particular, I want to get data on all conversations with a certain tag, in this case “Content Update”.It would be nice if I could, for instance, create a chart that listed/used the metrics from conversation topic created, to say which and how many topics have the “Content Update” tag.While there are workarounds, I don’t believe its possible to do this in one custom chart, so more metrics like this would be useful. One for conversation tags would also be helpful 

    2
    Jennifer K
    Forum|Forum|2 years ago
    Chris Boerger
    Chris BoergerNew Participant

    customize the look and feel of buttons to match our design system and use the same font as our appSubmitted

    Hi,Currently, it is impossible to change the look and feel of buttons, banners, surveys, posts etc., except for the color.It would be great if it was possible to at least change the radius of buttons to allow proactive messages to look more like they are a native feature of our app by matching our design.Moreover, it would be great if possible to match intercom system font for messages etc with our app. Thanks :)  

    2
    Jennifer K
    Forum|Forum|2 years ago
    A
    Alana GazolaNew Participant

    Product Tour for website on mobile phoneSubmitted

    Hi Intercom team!Currently,  Product Tours only works on desktop devices, but most users access websites and features in our product via mobile devices. Does it have any chance of working on web mobile in the future? This is the bast way to onboard users to new features.

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

    Color Highlights for Option FieldsSubmitted

    For agent ease of identifying segments or general ticket options ; it would be nice to Color-code the fields & Tags in the inbox. This would also help orgs apply ways for accessibility around agents who may have dyslexia or colorblindness.  Right now the only similar option is to do Emojis in the segment / option titles. While this is fun, it’s not necessarily the cleanest to identify.So for example in google sheets - this is done via conditional formatting.I think it’s important for custom ticket priorities to get this kind of color visibility.   I know these formatting options are already available in the UI library as they appear in places like: Overall ticket status:Conversation history:  To implement, generally would need: Identify areas where options are located: Custom data attributes Segments (Company / Contact) Teams Create settings UI modal to select colors (subset of pre-approved) - believe Hex is too open-ended. Identify affected inbox UI elements Store and Link selections from color modals to inbox UI to display.

    2
    Jennifer K
    Forum|Forum|2 years ago
    Michael Stephenson
    Michael StephensonNew Participant

    Article TemplatesSubmitted

    I would love the ability to apply a pre-configured template to new help center articles. 

    2
    Jennifer K
    Forum|Forum|2 years ago
    S
    Silvio HochuliNew Participant

    Allow embedding videos from Clueso in Intercom articlesSubmitted

    When working with videos in Intercom articles, it’s only possible to embed videos using the video embed feature allowing you to embed videos that are hosted on approved Intercom partner websites. Clueso (https://www.clueso.io/) is a video creation and hosting platform, currently not supported by Intercom. After we create a video on Clueso, we need to export it, upload it to Youtube or Wistia, then embed that link in Intercom. This tedious and time-consuming. I would like to embed Clueso videos directly in Intercom. 

    2
    Jennifer K
    Forum|Forum|2 years ago
    Carmelia Scales
    Carmelia ScalesNew Participant

    Ticket integration for Azure DevOpsSubmitted

    Would love if there was an integration between Azure DevOps like there is for JIRA tickets. 

    2
    Jennifer K
    Forum|Forum|2 years ago
    ChelseaRentPrep
    ChelseaRentPrepActive User

    Automations based on BrandsSubmitted

     We have multiple Brands set up. We would like the ability to create workflows and automations based on Brands. For example: if Brand is X, assign to Team X.  We currently use URL but this gets messy and filtering by Brand would be much easier. 

    2
    Jennifer K
    Forum|Forum|2 years ago
    ChelseaRentPrep
    ChelseaRentPrepActive User

    Calendly Call Schedule in IntercomSubmitted

    We love the Calendly integration with Intercom! to minimize the number of open tabs, it would be really efficient if a scheduled calls list could be accessed in intercom. 

    2
    Jennifer K
    Forum|Forum|2 years ago
    T
    Trond DragelandNew Participant

    Agent ticket queues - Assignment rules based on custom fieldsSubmitted

    We have set up custom ticket priorities in Intercom based on SLA agreements (Urgent, High, Medium, Low), but in Intercom, there is no way of utilizing this in ticket workflows.Assignement rules and ticket queue ordering only care about the built in “Star” priority system, meaning that Low priority tickets for us, might assign to agents before Urgent ones. Once agents have a full queue, they also can’t sort by our custom priorities, meaning they manually have to keep control of their queues rather than using the options in the sorting dropdown.Would it be possible to add functionality for adding custom fields to the assignment rules as well as the agent queue sorting options?For example, when editing a ticket attribute field, you have the tick boxes for visibility for customers/agents. Maybe add a tick box for “Add to queue sorting” or similar? As you add custom priorities in list format, the sorting algorithm could then prioritize the list from top to bottom. That way it doesn’t have to understand the wording in the custom priorities.  

    2
    Jennifer K
    Forum|Forum|2 years ago
    N
    Nicole WendlerNew Participant

    Customise related articlesSubmitted

    Would love to be able to customise the articles shown as related or relevant below another article. The content-based relevancy score does not necessarily create the most fitting recommendation list for some of our articles. 

    3
    O
    Forum|Forum|2 years ago
    J
    John BarnabyNew Participant

    Send bulk emails from IntercomSimilar functionality

    Hi, I’m representative of the GrowthDot company. I’m excited to inform you about a new app release. Proactive Campaigns helps to send bulk emails to many users in one go. Follow the app link to see how to improve your email marketing. 

    2
    Jennifer K
    Forum|Forum|2 years ago
    O
    Oliver CookConnector

    Verbatim feedback section on articlesSubmitted

    Would really find it useful to have users reading an article to be able to leave a a comment when they click on a reaction.The comment wouldn’t be public but only be accessed in the article editor in feedback section like we have for views, conversations and reactions.You could then click on it and see a list of written feedback for that article and who left that feedback. (We don’t want to enable the option to automatically start a chat when clicking 😞)  

    3
    Jennifer K
    Forum|Forum|2 years ago
    ChelseaRentPrep
    ChelseaRentPrepActive User

    Brand Specific Special NoticeSubmitted

    Customize special notices based on brands. We have multiple brands set up and we would like the ability to set special notices that are brand specific so that we can alert certain customers that the team is away for a meeting and will return at X time.  Or just a way to alert specific customers that we are in a meeting through team specific notifications.

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

    Image options for help center articlesSubmitted

    We use a lot of screenshot images in our Intercom help center articles to make users understand our product. Whenever there is any update in interface, it becomes challenging to update all the screenshots manually in every article. We are looking at below improvements in our Intercom help center to make things easier to manage:Ability to manage all images/screenshots from one place (with an option to group or tag them if possible) in a way that they can be easily inserted in any article, as well as can be easily replaced with other images directly from source (so that we no longer need to update screenshots with interface updates at multiple places). Any questions, please let me know.

    1
    Jennifer K
    Forum|Forum|2 years ago
    U
    User2037New Participant

    Mention a teammate via Custom ActionsSubmitted

    Hi,To give you an idea - I’ve created a custom action to leave a note on specific conversation matching certain rules. What I couldn’t find in the docs and I am struggling with, is to also mention a teammate via custom actions if they hit the rules. Is this possible?

    8
    Jennifer K
    Forum|Forum|2 years ago
    C
    ClémentNew Participant

    Add "Tours" Backend APISubmitted

    Hi Intercom teams,Would be really amazing to be able to use the “Tours” feature even with your API. Cf https://developers.intercom.com/docs/references/introduction/Here would the basic routes that would be very useful:1- List all intercom tours (including who finished them as users), with Tour details (name, id to trigger in the frontend, etc...)2- List the tours which has been “done” by a specific intercom user3- Lits the tours which has been “done” by a specific intercom company Example: - i need to list all the possible tours and bring a custom UI to trigger tours, or even to “gamify” how to learn my app. Thanks a lot for your help and prioritising this ❤️ 

    1
    Jennifer K
    Forum|Forum|2 years ago
    A
    AdriNew Participant

    Turn emails into tickets automaticallyReleased

    For certain processes that have strict regulatory SLAs, it’s important to manage incoming emails as tickets as soon as they are received rather than having this step be manual.

    4
    Jennifer K
    Forum|Forum|2 years ago
    M
    Mikhail🧸🇺🇦New Participant

    Self-deleting messagesSubmitted

    Is it possible to create self-deleting messages? Sometimes we share phone numbers of our customers with couriers, and then we mention the Shift Lead to delete them. So it will be very useful to send this kind of messages in self deleting mode, and they will be deleted automatically in a period.

    1
    Jennifer K
    Forum|Forum|2 years ago
    P
    prexNew Participant

    Custom CSS for product tourSubmitted

    It would be great to have the flexibility and customization of making my product tours look more like my company brand than intercom's. A good bench is ProductFruits, that let's you define a CSS file that is loaded and will override their own CSS as you wish.As a Engineer I understand that this is more of a technical feature, but it would be incredible to have.

    1
    Jennifer K
    Forum|Forum|2 years ago
    X
    xavier.ollandNew Participant

    Display the actual phone modelSubmitted

    We have as part of the solution we offer a mobile app, and often issues are related to specific iOS/Android version or phone model. In our case for example, there’s a big difference if users have LiDAR or not.My problem is that Intercom displays “iPhone16,2” which is technically correct, but still describes an iPhone 15 (Pro Max to be precise). If I can avoid my support team to have to remember stupid naming conventions, it would really helps. They have enough technical elements to remember on our product not to include others.So if we could actually display the real phone name it would help a ton.

    1
    Jennifer K
    Forum|Forum|2 years ago
    Brandon Foret
    Brandon ForetNew Participant

    Redirect link to messenger on all channelsSubmitted

    Realistically, most of our conversations start on either email or social channels. Most people rarely visit our website to reach out for help. It would be super helpful if there was a link defaulted in emails, or a way to redirect all of these people to the messenger when they started the conversation from social media dm’s or email. This would allow for the use of all Intercom features, and being able to use multiple workflows and collect the information that we need to collect without having to create work-arounds.

    1
    Jennifer K
    Forum|Forum|2 years ago
    A
    Amit FrumkinNew Participant

    Pinned notes in Help CenterSubmitted

    I’d like the ability to add a tooltip, or pinned notes in the Help Center to highlight important information to teammates - like current outstanding bugs they should be aware of, notices, etc.In addition, adding a pinned note in a conversation sidebar to write important information about the specific company or participants in a conversation. 

    2
    Jennifer K
    Forum|Forum|2 years ago
    M
    Meg HNew Participant

    Feature Request: Ability to export conversations that include images and maintain hyperlinks and attachments.Archived

    Currently, it seems the only option to export a conversation is to a TXT file. When a user requests I send them a copy of the transcript, I have to export as TXT, then copy into an email body, then manually go back through the conversation and add any images and or links shared back and forth. I would love to see an option to export the conversation that allows me to easily copy/paste into an email and retain formatting and images.

    7
    Jennifer K
    Forum|Forum|2 years ago
    L
    LiborActive User

    Access Management on Help Center levelSubmitted

    We are able to define who can access a specific article. It would be great to have such option also on the whole Help Center level.Use case - internal vs external documentation.

    3
    Jennifer K
    Forum|Forum|2 years ago

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