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🎅 How to prepare your Fin AI Agent for Christmas 🎅

21 days ago

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2 years ago

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andyweirNew Participant

Requesting a new sort parameter in the dropdown to sort messages, "Unread" first.Submitted

This is the dropdown I’m talking about

2 years ago

Jack EtheringtonActive User

Enable Ticket Portal for Customers without CompaniesSubmitted

The Messenger view for Conversations and Tickets is broken when our customers have more than a couple of Conversations or Tickets. We are using Intercom to communicate with clients on an ongoing basis over a number of years, and some of our customers have raised hundreds of support tickets over their lifetime. One Customer I reviewed today has 422 Conversations and Tickets.It is not suitable for the Customer to scroll through 422 Converstions and Tickets in the Messenger window that takes up 15% of their screen.Intercom has build a ticket portal, but this is only available for Companies, not individual Customers. None of our Customers are associated with Companies. We are imminently planning to build our own Converstion and Ticket Portal using the Intercom API, but it would be much lower effort if Intercom extended their existing portal to be used by individual Customers not part of a Company.

2 years ago

User1348New Participant

Option to filter article views and/or article reactionsSubmitted

Can we have an option to filter article views and/or article reactions - based on user tags and/or types of users like leads, users, visitors?

2 years ago

Darjus SaksonConnector

users autorization from helpcenterSubmitted

Hello, Not all companies selling products which give users some sort of access with login page. Due to that thous companies have limitation of using tickets portal or authorize users in messenger.issue a lot of leads no correct structure in contacts.Intercom can make some sort of login option prom messenger with ability create login to self service platform to ticketing platform directly from messenger window

2 years ago

Jonas NielsenNew Participant

Change ticket state when a agent answersSubmitted

Would be lovely, if we could set it up, so a ticket changes state automatically to ‘In process’, if it is already in a ‘Submitted’ state - or enable it via a Workflow to whichever state is desirable.

2 years ago

Svitlana SemenikhinaNew Participant

SPAM filter adjustmentSubmitted

It’s great that Intercom filters out SPAM automatically, but I wish there would be more flexibility to control what’s SPAM and what’s not from the side of Intercom clients as well. We have clients that are being constantly recognized as SPAM even after several time marking their emails as “Not SPAM” - this is creating super huge inconvenience.So now we have to choose between raising threshold for spam, so that client’s email will go through to inbox, that may lead to actual spam reaching the inbox OR keeping the threshold as it is and constantly checking SPAM folder.

2 years ago

Kelsea ShookNew Participant

Ticket Types on Tickets ReportSimilar functionality

Today, the default Tickets report can be filtered by ticket type. For an overview of Tickets metrics, there should be a chart on the default Tickets report that reports ticket type data. Could be as simple as a bar graph indicating ticket type and volume for each ticket type. This seems a lot more intuitive and high-level than filtering the entire ticket report by a single ticket type.

2 years ago

Chris McKenzie-LowNew Participant

Show conversation in both an assigned teammate's and team's inbox, rather than just the team mate.Submitted

Allow control over inboxes so that if I have assigned a team and a teammate to a conversation in help desk, it will show in both the teams inbox and the teammates inbox. An example of this is if we have individual customer support team members A, B and C who provide coverage for our software at different points in time based on time zones and then a development team who also operate on different time zones. If a user reports a bug, I want to be able to assign the conversation to a team but also keep myself as customer support team member "A" also assigned to the conversation so that both customer support and the development team can easily access the conversation. Currently the system will hide from the team once a teammate is assigned. I believe this is somewhat already possible with the views feature but requires multiple views to be set up for each combination of customer support + dev team. (Would require 3 “views” for each combination of A + dev team, B + dev team, C + dev team).

2 years ago

Marlene SchreflerNew Participant

Allow states for conversationsSubmitted

Our team would like to have the same states options for conversations as there are for tickets, instead of 3 fixed states “Open”, “Snoozed” and “Closed”. This way a conversation that is waiting for a reply from a customer is easily distinguishable from one where we are doing some research or are waiting for a reply from an external partner.

2 years ago

Vaughn AbadNew Participant

Ability to add filter in the Overview report tabReleased

Enable the capability to filter the reports in the Overview page

2 years ago

TWildeNew Participant

Request for easier linking between articlesSubmitted

I’m a tech writer and I would love an easier way to link articles from within other articles. I could search existing articles from the Enter a link box, that would be nice.Or even an Article Link column on the All Articles page so I don’t have to fully open an article to make a link would be an improvement.

2 years ago

NuritInnovator ✨

Simplify the teammates workspace based on their permissionsSubmitted

Simplify the interface for team members based on their permissions. Teammates who don't have access to certain features like settings, the bot, or billing, should not be able to view these options in their workspace. If they attempt to access restricted features, they will receive a message indicating that the feature is not available. For example, The options indicated in the image should not be visible.

2 years ago

Jimmy CohenNew Participant

Possibility to grant users access only to conversationsSubmitted

Possibility to grant users access only to conversations while blocking their access to tickets. At the very least, having a simple filter to separate ongoing conversations from ongoing tickets

2 years ago

Jonathan MarbuttNew Participant

Support for Side Conversations in MobileSubmitted

It would be great to see side conversations in the mobile app.

2 years ago

Viviane LopesConnector

Retorno da Opção de Disparo Automático na Automação do ChatSubmitted

É crucial trazer de volta a opção de disparo automático na automação do chat. Atualmente, essa funcionalidade está disponível apenas no Fin, porém, a IA não é adequada para todos os públicos. Devido a essa limitação, tive que implementar uma solução onde o cliente precisa enviar uma mensagem para acionar o fluxo de atendimento, o que não é ideal e compromete a experiência do usuário. Ter a opção de disparo automático melhoraria significativamente o fluxo e a qualidade do atendimento.

2 years ago

ZachBNew Participant

Limit Interface display for sections agent does not have permissions for.Submitted

In many other systems if users don’t have access to a settings area, the visibility to navigate to it is simply removed from view.In intercom, if you do not have a permission to view a settings screen, the behavior is that a pop-up shows ‘you do not have permission to access this’This is both confusing and distracting to the end-user. I believe a more streamlined experience would be to hide the icon / UI area where a user does not have permissions. Examples: - Lighning bolt on manage automation permissions, settings gear on manage all settings permission, reports on reporting permission, etc.

2 years ago

ImmortalConnector

Button "notify by email"Submitted

It would be great if, in the chat, the client could click a 'Notify by Email' button. This button should remain visible to them at all times unless they have already clicked it. For example, if the client doesn’t want to receive the entire chat history and prefers only the response with the resolution.

2 years ago

Mitch KNew Participant

Pre-fill New Ticket via Javascript APISubmitted

We would like to add a “createTicket” action to the Intercom javascript API that optionally takes in initial parameters to pre-fill the ticket form on behalf of the user. Currently, you can only trigger a “showTicket” action for a ticket that is already created.

2 years ago

Sara JenisNew Participant

better way to indicate that a conversation is depending on another team member (idea: "waiting on" field)Submitted

Our support team frequently tags people from other teams in conversations, and many times those tags get lost after the conversation has been opened. Or, if it’s a long conversation, you may have to scroll all the way up to find who was tagged. So, it would be helpful to have a better way to indicate that a conversation is depending on another team member My idea (but open to others) is a “waiting on” field to designate additional ownership of a conversation. I know we want to maintain ownership by one person to make sure the ticket gets resolved, but it would be helpful to have another field like “Waiting on” to indicate that you are waiting on guidance from someone, and that ticket could end up in their inbox or a separate inbox like “Waiting on me” for easier tracking, and increased secondary ownership.

2 years ago

MaxenceNew Participant

Enable Message History Access After First InteractionSubmitted

I would like to propose a feature that allows us to choose whether users can still access the message history after sending their first message when the 'Require visitors to search before starting a conversation' option is selected for the messenger channel. Currently, once the user sends a message after following the desired pattern, if they close the messenger window, they completely lose access to the history. This leads to undesirable behaviors such as sending multiple messages to support, not responding, or being unable to send certain elements. Having the option to control message history visibility would help resolve this.

2 years ago

User2460New Participant

Sorting and organizing reportsSubmitted

Hey folks! Being able to organize the charts in a neater way is absolutely an upgrade, helps make sense of reports and divide them better into sections.I think a good tiny upgrade will be being able to add some sort of divider or spacing.For example - I have a big report on a division that’s made up of a few teams.While I want each team’s data in the same report, I want to separate them visually and make it clear in the report where one team’s stats end and another begins.Maybe being able to add headers inside the report could be great, kinda like within articles. H1 - Financial team H2 - CSAT stats H2 - Volume stats --------------------------- H1 - Management team H2 - CSAT stats H2 - Volume stats

2 years ago

User2460New Participant

Spacing between sectionsSubmitted

Hey folks! Being able to organize the charts in a neater way is absolutely an upgrade, helps make sense of reports and divide them better into sections.I think a good tiny upgrade will be being able to add some sort of divider or spacing.For example - I have a big report on a division that’s made up of a few teams.While I want each team’s data in the same report, I want to separate them visually and make it clear in the report where one team’s stats end and another begins.Maybe being able to add headers inside the report could be great, kinda like within articles.H1 - Financial team H2 - CSAT stats H2 - Volume stats ---------------------------H1 - Management team H2 - CSAT stats H2 - Volume stats

2 years ago

madesignerNew Participant

Optimizing CSAT Measurement in Multi-Participant Interactions: Challenges and SolutionsSubmitted

Optimizing CSAT in multi-participant interactions involves addressing challenges like attribution ambiguity, diverse expectations, feedback gaps, bias, and survey fatigue. Solutions include role-based surveys, targeted questions focusing on specific aspects, leveraging AI-driven sentiment analysis for implicit feedback, weighted scoring models to account for participant influence, and anonymous feedback channels to encourage honesty. These strategies help capture accurate and actionable insights in collaborative environments.

2 years ago

User356New Participant

Inside an article is there a way to add a link to another existing article, by searching and connecting them, without having to type the article URL (in the same way you can do it in the Inbox)?Submitted

Inside an article is there a way to add a link to another existing article, by searching and connecting them, without having to type the article URL (in the same way you can do it in the Inbox)?

2 years ago

JolieConnector

Still can't delete user or company notes in the new Inbox.Submitted

Still can't delete user or company notes in the new Inbox. I've been asking about this for almost 3 years. I was really hoping issues like this would get fixed in the new Inbox but nope still the same.

2 years ago

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