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🎅 How to prepare your Fin AI Agent for Christmas 🎅

20 days ago

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2 years ago

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3496 Ideas

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Alison PerkinsNew Participant

Ability to notify @channel when posting to SlackSubmitted

Slack channels are sometimes muted. Add the ability to notify @channel when posting to Slack using the Slack integration.

1 year ago

Fabio SeminarioNew Participant

Allow for additional text formatting in conversations.Submitted

Would like to be able to underline text as well as use bulleted and numbered lists, and block quotes. Thank you

1 year ago

Joseph Van Der WeeNew Participant

Android help centre search hidden behind status barSubmitted

On Pixel 7a. P.S I really wish we could raise issues on the GitHub repo

1 year ago

Blue FlagNew Participant

Can I hide resolved tickets on the customer's sideSubmitted

We would like it so that only open tickets show on the customer’s ticket list. Is this possible?

1 year ago

Sarah MastersNew Participant

GIF optionsSubmitted

It would be great if we could customize our GIF options. A favorites list, the ability to see more than just the alotted 20 suggested GIFs, maybe even blocking GIFs you don’t like.

1 year ago

Pat BarlowConnector

Allow me to pick custom colors for charts in reportsSubmitted

I have a positive and negative attribute, but this is confusing to report on when I can’t make the positive attribute green, it’s red by default which makes it look bad

1 year ago

Ethan PatrickNew Participant

API: Recent Page Views?Submitted

Are there any endpoints in the API that would pull the Recent Page Views for a user?

1 year ago

SpotAINew Participant

Request greater UI customizationSubmitted

Customers are reporting that opening tickets can be confusing with too many clicks needed to get to their objective. Since every company need is different, I’d like the ability to tailor the UI to best suit our customers.Examples:‘Home’ menu pick is basically the same as the ‘Help’ menu, but displays featured KAs, degradation notices, and optionally prominently displaying customer maturity content. We could consolidate desired ‘Home’ functionality into the ‘Help’ menu to clean up the interface. ‘Help’ is useful because it shows all of the available KAs. But the name ‘Help’ can be confusing (customers seeking Help via a Support Ticket isn’t going to get satisfaction). We think that renaming ‘Help’ to Documentation would make things more obvious to our users. ‘Messages’ and ‘Tickets’ can be confusing. ‘Messages’ leads to the KB and/or opening a Support Ticket. ‘Tickets’ leads to existing tickets, not creating a new ticket. I believe that the mockup below will better distinguish these workflows. This should simplify the workflow, clarify the process funnels, and result in less clicks. Also, we might consider changing the link of the Existing Tickets to take them directly into their company’s Ticket Portal. Mockup, showing new landing page on the left & results page on the right:

1 year ago

Tyler WilkesNew Participant

Workflow Trigger for Teammate StatusSubmitted

Currently you cannot trigger a workflow off a change in a teammate’s status. We are facing issues with our BPO team when a teammate’s status is Away, and their conversations are reassigned. The BPO team (and new team members) assign the comm to the previous assignee. It would be great if we could trigger a note that would appear on the conversation to make it very clear to internal agents why the conversation has been reassigned.

1 year ago

PabloNew Participant

Visible pending tickets in later conversationsSubmitted

Hello! Right now (e.g.) Back-office tickets are only visible in the conversation they were tied to or created at. With fast-paced support it is crucial to see any pending requests/tickets (those which are still open).It can be added as an on/off setting to actually see them in later conversations with the user, the same way it is in the connected one. Maybe also a feature to cross-post a note to the active conversation.It would be a game-changer for us specifically and for more fast-paced services and fields of work. And it’s a rather common feature on the market, AFAIK. Hope this gets some attention! :)Thanks in advance and have a nice day everyone reading.

1 year ago

Luciano NievasNew Participant

Reporting Reasons for Absence StatusSubmitted

Hello good day,How are you?Although today there is a report that tells you how long you were away, I would be interested in there being a report on the analyst's absence status. Example: How long was it at lunch? How long were you out of the office and/or for another reason?I remain at your disposal,Best regards.

1 year ago

Angie WallsNew Participant

Ability to see when a macro was used in a conversation detailsSubmitted

Hello,Requesting to make it possible in the conversation internal details to be able to see when a macro is used. Meaning, to see when a message sent is a macro vs just the agent’s own words. Thank you for your consideration.

1 year ago

Angel HorowitzActive User

Messenger - Ability to set apps, links, etc for both Users & Visitors easilySubmitted

Problem to Solve:It can be extremely cumbersome to set the rules for both users and visitors separately when adding apps, links, etc to the messenger, especially since many times they share the same elements and there are times we have 10+ URLs we have to add. Use Case:We have to use this a lot for holidays since we have different brands that don’t all share the same holidays, and for some reason the “does not contain” does not always work to allow us to only list a minimal amount of URLs vs. listing all of the ones it is applicable to. Request:Add a setting that allows you to check whether or not you want it for both visitors and users vs. having two different places you need to add these items.Image Example:

1 year ago

Luciano NievasNew Participant

Display time when the customer viewed my messageSubmitted

Hello everyone How are you?I came up with an idea that is linked to the last time the customer saw our message and that this information can be visualized when we put the mouse cursor above the word "seen" next to the time of how long ago we sent a message because if we place it we see what time the message was sent. I understand that you can also see the last time the customer opened the App in "last time on android/ios"Hope you like it, attached reference screenshot.Best regards.

1 year ago

User2149Active User

A Quick Link with conversation_id variableSubmitted

I was wondering if there is a way to have a dynamic link in the intercom inbox (on the right side) where we can store a conversation_id as a variable ?Quick Links is exactly what we’d need, but there is no option to add a conversation attribute. Only User, Company or Event attributes.

1 year ago

Sigrid JorgensenNew Participant

Ability to hide Response time for specific Team InboxesSubmitted

We would like the ability to Hide our response time for specific team inboxes. Especially as we have teams that support the US from EMEA and we don’t like promising a particular time or any of the vague options. We want to just hide it.

1 year ago

Annie MoosherNew Participant

Collect long-text entry as dataSubmitted

Hi team, I would love for Intercom to allow long-text entries, in particular in relation to surveys, to be collected/stored as data. Other response options have this capability — such as the radio options, short-text entries etc. I don’t think it’s necessary to store someone’s entire long-text response, but even just a preview of up to 300-400 characters is helpful. It would be great to be able to view this on conversations, rather then needing to go back into the Responses tab of the survey, try to look up the person’s name and their comments, etc. Thanks all!

1 year ago

Darjus SaksonConnector

Change size of the textSubmitted

Suggestion to make customizable messages in workflows and signature from perspective of text size. When message and signature are written with same size for users it is difficult to read the text.

1 year ago

Josh DowdyConnector

Callback FeatureSubmitted

When a customer is on-hold and requests a callback it would be nice if there could be a way to prompt them for what their direct dial number is. As we have Partners calling in from huge companies that all use the same outbound caller ID. If we could prompt them for the direct dial number it would insure their call back is received.

1 year ago

SwingMatchNew Participant

Help Center Language selection should be hidden if there's only one language to select fromSubmitted

It’s taking prime real estate at the top of the page while providing 0 value:

1 year ago

Bradley CoyleNew Participant

Queue Closures for certain times throughout the daySubmitted

Hi Intercom team! We would love to see a feature that would allow us to easily submit certain times that the queue may be closed do to certain activities for the business (meetings, townhalls, team building activities). It would be awesome to have this feature be flexible as these activities may change based on business needs. Thank you for considering these ideas from the community.

1 year ago

Angel HorowitzActive User

Proactive Support (Posts) - Share until dismissed / Snooze OptionSubmitted

Goal:Continue to show a large post until a customer dismisses it and/or have the options for customers to snooze a big post. This is a feature that Pendo has that worked really well. Problem to Solve: When customers are busy and are moving fast they either click on the screen to get around the post and/or dismiss it because they don’t have time to read it. Would love the option for them to be able to snooze it so that they’re able to have it pop back up again. Other Systems:Pendo has the option on the back-end to set the snooze length, so we could choose if they click the snooze button whether or not it snoozed 1 day, 2 days, 1 week, etc. Would be nice if we could have that option and/or the ability for the customer to choose their snooze length.

1 year ago

Darjus SaksonConnector

Improwment of email chain stabilitySubmitted

Hello, There are some issues related to the email chain stability.As i know it is related to the subject.Some customers had no issues when we worked on zendesk, now each customer's new answer it is like a new conversation ticket. We have raised this question to your support but the answer was that it is a problem with the customer's email client.Also if it is related to the subject it has issues with sending answers to conversations converted to tickets where conversation start on chat but going via email- all tickets has ticket subject like “Ticket”

1 year ago

Tom HiggsNew Participant

Mobile Device related attributes in reporting (Android version, Android Device)Submitted

Currently we can filter posts based on a number of device factors (Android Version, Android Device) it would be good to have these attributes available in reporting to see the number of conversations by Android Device or Version for example.

1 year ago

Sam M13Connector

Send Assignee Email through Custom ActionsSubmitted

It would be nice to be able to pass Assignee Email over Custom Action so that we can update data fields in 3rd party systems. This would allow us to do a look up in systems like Jira or Salesforce to make updates appear from the correct user. Example: I send Assignee Email over when creating a ticket in Jira. In Jira, I create an automation that looks for a user with the same email and updates the Reporter to be that user.

1 year ago

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