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MotahareNew Participant

Clarify Before AnsweringSubmitted

It would be great if the Fin AI agent clarifies the question with the customer first, perhaps rephrasing the customer's original question to ensure understanding, confirms their interpretation, and then provides an answer only after the customer verifies that the question has been correctly understood.

Copper MarketingNew Participant

Conversation Rating is UnknownSubmitted

I want to build a list of customers who have never submitted a Conversation Rating. Currently, if I select Conversation Rating as a field to filter by, I can only select a specific rating, or greater/less than ratings. There should also be “is unknown” like other attributes have.

Rukhsar KeshwaniNew Participant

Editing options while using tables in ArticlesArchived

Is there any way to add multiple rows and coloumns to a table created within an article. I can only see an option to add 1 of them at a time and it's very slow and frustrating. Would love more edit options on articles for different font styles and sizing.

Rasmus SvenssonNew Participant

Scroll to bottom of ticket activity list when opening a tracker ticketSubmitted

Currently when you open a tracker ticket which has had a lot of activity (notes added, statuses changed, attributes changed, etc.) the tracker ticket will open with the top of the ticket visible. The top of the ticket shows the oldest ticket activity and not the latest.Since we use tracker tickets for bug reports (with connection to our external dev. tracker system), the activity list can become very long and we need to keep an eye on the updates in the tracker tickets.Because of this, we would like to have the possibility to show the bottom of the ticket (the latest activity) when opening a tracker ticket in the Inbox/Help desk.Customer tickets open with the latest activity visible (bottom of the ticket). This is the behavior we would like for Tracker tickets/Back-office tickets as well. Current behavior in Tracker tickets when opening it: The behavior we want when opening a tracker ticket:

Jessica QuinnNew Participant

Add Custom Answer Internal Notes/ DescriptionSubmitted

It would be great if an internal notes section/ description section was added to Custom Answers. 😊This would allow you to add links to internal resources and give context to why this custom answer was created, especially if it is issue specific/ temporary and regarding something that will be improved in the near future.In this case: you could link the internal issue/ improvement URL in the notes/ description section and note down the date that you intend to keep this custom answer live and why etc. so that there is full transparency internally for the purpose of each custom answer.

Jon A12Connector

Page View stats for the help centre homepage and collection pagesSubmitted

I’d like to understand how many times the help centre homepage is being seen, by user and tags, as well as the collection pages

Stefan RutkaNew Participant

Define a tooltip with delaySubmitted

I want to define a delay (f. ex. 1 sec) before a tool tip appears, when hover the mouse above the element/button

Support AdminNew Participant

Customizing Fin email pages to improve our product brandingSubmitted

When utilizing Fin over email, the responses and the pages users are directed to when selecting "That helped" or "Connect to an agent" are heavily centered on Intercom branding (see pictures below). It would be highly beneficial to have the ability to customize these pages and responses. Specifically, we would like to edit the colors and modify the content to better align with our product's branding. Our goal is to ensure our clients feel connected to our product, rather than to Intercom. We hope this feature can be considered for implementation.

Barry TurnerNew Participant

Spam, and blocking spamSubmitted

It would be good if as a user im able to delete spam. It would also be good as a user, that when i select the spam message that i am present with two options:Not Spam BlockThat way, i can reduce the amount of spam i receive over time by blocking those emailing me with spam.

belsageNew Participant

Remove "from" Company name on sender email addressSubmitted

The problem area is the "from" which is translated based on the support agent. My team will have several people sharing the same account for the Support inbox and they are all use different languages. So this creates an inconsistent experience with customers where they will see the "from" in various languages depending on the Support agent that day. Just today we saw this happening where it showed "Teammate van Company" as it got translated to Dutch because of the agent that was using it at the time

Me3 AdminNew Participant

Side Navigation for Help Center (like Intercom's own Dev Docs, and Gitbook)Submitted

Hi everyone,I was super disappointed after investing into Intercom to see that the side navigation that is available in their own Intercom Dev Docs isn’t an option at all in their customer-facing Help Center platform. This is an official request to make it easier to navigate the hierarchy of articles, which Intercom already believes is important :-) Here’s example of Intercom’s Dev Docs: And here’s example of Gitbook, which is fantastically organized: Who’s with me?!

Annie VenierNew Participant

Have a multi-selection stayed selected after an action to enable a 2nd action to be taken on the same multi-selectionSubmitted

If I select multiple conversations to tag all of those conversations, my selection then is unselected after that action. I then have to select them all again to mass close those conversations, or mass assign, etc. I would like the ability to multi-select and perform multiple actions on that selection

Jake RubensteinNew Participant

Clone articleSubmitted

Having the ability to clone articles is valuable when using consistent, repeatable formats such as Release Notes or consistently structured help articles.

Jack HughesNew Participant

Permissions to limit the tickets seen in the Ticket PortalSubmitted

Proposed:Allowing conditional permissioning for the Ticket Portal to allow:all users within a company to access the portal and see their raised tickets some users (tagged with some attribute) to see all the tickets raised by those in the companyThis would combat any potential sensitive data raised in a ticket.Just to use a very extreme example a user could raise a ticket to ask how to enter leave on our system for a user experiencing personal difficulties, in this case everyone in the company would be able to see that ticket.

Neil LariviereNew Participant

Report the amount of times an article has been sent by the teamSubmitted

It would be great to be able to see a report of of the articles that have been sent by the team. It would just give us insight to the most asked questions based on the article being sent and potentially make improvements to that topic is better understood by the user.

Milasin PetrovicNew Participant

Fin AI Agent over Email: Customise the webpage "talk to a person"Submitted

When enabling the FinAI agent over emails, we cannot customise the webpage "talk to a person" when it’s clicked by the user. It would be very helpful if we could customise this webpage.

CloryNew Participant

Ability to Tag Calls like conversationsSubmitted

Would like the ability to tag calls just as can be done with conversations.

VivienNew Participant

Export Text of Intercom Workflows for Content Management and TranslationSubmitted

Hello! Currently it is very difficult to manage content across a large number of custom workflows. I was wondering if it was possible to export the text of workflows so that they could easily and quickly be translated?Long term, it would be great to have the option to have Help Centers and Workflows automatically translated.

Jake RubensteinNew Participant

Add an option for "Move to Top" and "Move to Bottom" to the article options menuSubmitted

Please add an option for "Move to Top" and "Move to Bottom" to the menu on articles in collections. It is cumbersome to drag an article all the way to the top when you have dozens of articles as they are automatically added to the bottom of the collection.This is particularly valuable in collections covering topics such as Release Notes or Newsletter where content needs to be sorted by descending creation date. It is also valuable when there is a new article that needs to be highlighted.Alternatively, an option to default sort a collection by article creation date could also be valuable.

Yair ZirulnikNew Participant

Be able to filter or report on tracker tickets based on amount of conversations connectedSubmitted

We are using tracker tickets for feature requests, and based on the amount of people that reported or requested the request we prioritize specific features. Problem is, trackers can’t be filtered in the search or in reports in ascendent or descendent order based on amount of reports (conversations connected), so it is hard for us to access our data. We are using tags to sort of go around this, but it feels intuitive that this should be doable too

BeyondCartNew Participant

Article suggestion based on the wordingSubmitted

Feature that suggests an article based on the wording used by the customer in the chat

Niels BaarsmaNew Participant

Add a table to a collapsible sectionSubmitted

It would be great if we could add tables to collapsible sections. The collapsible section is a nice way to "hide" further elaboration of a certain topic in which tables can be very useful.In the current situation it's confusing because it is possible to add a table to a collapsible section, but it's not possible to publish the article.

dailymediainsightNew Participant

Enhancing Community Engagement and Support: Let's Brainstorm Ideas!Released

Hey fellow Intercom Community members,Hope you are doing well. i’m erick from USA. I'm excited to be a part of this vibrant community, and I believe we can make it even better. I have a few ideas to improve our community, but I'd love to hear your thoughts and suggestions as well. Here is mine,How about organizing webinars on specific topics related to Intercom usage? We can invite experts to discuss best practices and answer user questions. Let's establish a program to recognize and reward active members who consistently contribute to the community by sharing knowledge, solving problems, and being supportive. A dedicated section for members to submit and vote on feature requests and improvements for Intercom. This could help prioritize development efforts.

Svitlana SemenikhinaNew Participant

Disable or customize the shortcuts.Submitted

Shortcuts are very suitable to use if they can be adjusted at least: each person has their preferences, and it's much easier to work with what you set up for yourself rather than adjust to default shortcuts (especially if using shortcuts isn't your cup of tea).

Nancy RauschNew Participant

It would be super nice to be able to remap the shortcut keys to my preferred values.Submitted

It would be super nice to be able to remap the shortcut keys to my preferred values. For example, closing a conversation is a lot of clicks. Would be nice to have ctrl-x or ctrl-c or something similar like other keyboard commands in other editors. If I could map them myself that would be great.

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