Product Wishlist | Community
Skip to main content

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

    Idea Pipeline

    Filter by idea status

    Browse by category

    3497 Ideas

    Back to top of the list
    MellNew Participant

    Change timezone in reportsSimilar functionality

    I think it’d be amazing if we could change the time zone when viewing Intercom report screens. I have a team in the UK and Australia, we’re primarily AU based so we use an AU timezone as the workspace default, however this makes it complicated when I want to pull reports on busiest periods etc. without manually doing the conversion to the London timezone to get the “UK hours”.

    4
    Michaela Hone
    2 years ago
    Gian Luca D'Intino-ConteNew Participant

    Exclude Tag from Reports: "Tag IS NOT ___"Similar functionality

     

    5
    Michaela Hone
    2 years ago
    ChelseaAZNew Participant

    We need the ability to listen to live calls with PhonesReleased

    Hi! We urgently need the ability to listen in on calls that are live and in progress.This has been a part of Zendesk, and the other Call apps we have tested. So surprised to see this not offered in Intercom.To let you know how it’s impacting us, we cannot train our agents on phones remotely, all training must be done in office which is not always possible. And as you can imagine, monitoring calls for coaching live as an important part of training/customer service departments.

    6
    Michaela Hone
    2 years ago
    Laura KlingenbergNew Participant

    Ticket portal and ticket creationSubmitted

    Hi Intercom, together with our team we are activating the ticket portal and wanted to share some ideas:  Ticket portal: Ability to add custom column: we’d think adding custom columns to a ticket will be super helpful for our customers to see our prioritization.  Ability to assign more than one account to one ticket: Some of our customers work with multiple accounts, it would be great if we could assign multiple companies to a ticket so that they have the overview.  Ability to hide accounts in the drop down list in the ticket portal (or star the ones you want to easily find)Ticket creation: Ability to change the ticket type when a customer reports tickets themselves: we use tickets in the form of bugs and feedback. Sometimes our customers report something but it should rather be a normal request or feedback. It would be great if we could reverse the ticket into a conversation or into another ticket type.  

    4
    2 years ago
    Emma SchulNew Participant

    Publish across workspacesSubmitted

    I would love to publish a workflow, email or sms from my testing workspace to the production workspace so I don’t have to manually copy and paste everything over

    3
    2 years ago
    jliu33New Participant

    Add Survey results to API in order to pipe data into databaseSubmitted

    Tagging @Product Wishlist.It would be super beneficial to add Survey results to API in order to pipe data into database. That way we can join on NPS data to our user data to conduct deeper analysis.

    2
    Michaela Hone
    2 years ago
    Michael H18Active User

    Apologies if this has been posted before, but it'd be helpful if I could add metadata to articles in order to improve a reader's ability to find them via search.Submitted

    Apologies if this has been posted before, but it'd be helpful if I could add metadata to articles in order to improve a reader's ability to find them via search. I'm thinking of spelling variants in particular, e.g., waitstep vs. wait step; role play vs. roleplay. I had hoped tags could be used for this purpose, but they don't appear to be crawled by Intercom's search engine. At the moment I have to intentionally account for all variants when I write or revise articles; not a huge deal, but it'd be better to not include misspellings just to help readers find what they're looking for. Better to let such data live in the background, as it were.

    5
    Michaela Hone
    2 years ago
    GeorgiaNew Member

    Integrate with NotionSubmitted

    I would love to see an Integration with Notion. 

    2
    Michaela Hone
    2 years ago
    Nicole WendlerNew Participant

    Links from Help Center article opening in new tabSubmitted

    I’d love to have the ability to make links within an article opening in a new tab since everything else is disrupting the information flow pretty much. I assume this is a standard functionality that should hopefully not be too hard to implement :) 

    2
    Michaela Hone
    2 years ago
    MerNew Participant

    When will smart suggestions (articles) be made available for NON-English articles? We operate mainly in Spanish.Similar functionality

    When will smart suggestions (articles) be made available for NON-English articles? We operate mainly in Spanish.

    5
    Michaela Hone
    2 years ago
    Juan A12New Participant

    Hello, when will be the feature to send outbound WhatsApp messages.Released

    Hello, when will be the feature to send outbound WhatsApp messages. Thanks

    4
    Michaela Hone
    2 years ago
    Innovator ✨
    sharleenInnovator ✨

    I would like to be able to track which conversations the resolution bot did not find an answer to.Similar functionality

    I would like to be able to track which conversations the resolution bot did not find an answer to. Could you please add the feature to the Resolution Bot Behavior that would allow me to set a conversation data attribute value based on a) answer was presented but conversation was routed to team, b) no answer was presented and conversation was routed to team, and c) answer was presented and conversation was closed.Note that the ability to set these fields exists within a resolution bot answer, and within the custom bots, but not within the resolution bot behaviors. thanks

    3
    Michaela Hone
    2 years ago
    Jonathan MarbuttNew Participant

    Need a way to see all attachments from a UserSubmitted

    When viewing a user, it would be nice to view all attachments for that user. 

    3
    2 years ago
    Nate E.
    Nate E.Connector

    Add Voice Comments to phone CSATSubmitted

    I would like to see an option to add voice comments after a CSAT survey for phone calls. This can technically be done by sending to voicemail but that adds additional steps and doesn’t automatically connect the message to the survey. ​@Gerald Prado 

    2
    Jennifer K
    2 years ago
    NikiNew Participant

    Allow access to more granular SLA countdownsSubmitted

    Currently, SLA countdowns display as rounded months, rounded days (if <1 month left), rounded hours (only if <1 day left), or rounded minutes (only if <1 hour left). We’d like for a way to customize, toggle, or even hover over the countdowns for a more granular understanding of how much time we have left.For example, a teammate might have multiple tickets in their inbox that display a “1 day” SLA countdown. However, it’s hard to tell how much more time (in hours) one ticket has left over another.  On a similar vein, it’d be helpful if we could customize when the SLA countdowns turn yellow/orange to signal a nearing deadline (currently changes at the 5 minute mark). Teams working on more complex user communications might need closer to 10-15 minutes to prep an intermediate touchpoint. 

    2
    Jennifer K
    2 years ago
    Darjus SaksonConnector

    actions in customer ticket based on event in tracker ticketSubmitted

    It would be good to have option to create a workflow that would change the status in the customer ticket when some event happens in the tracker ticket. For example, if you have linked Jira task to a tracker ticket, and there is a workflow that changes the tracker ticket status when the status s changing in Jira, but there is no option to change the linked customer ticket status.No sense in linking if you can not use tracker ticket info in the customer ticket.

    2
    Jennifer K
    2 years ago
    Amy SparentNew Participant

    Standardize an Agent's Help Desk pinsSubmitted

    It would be great to have “default” pinned Inboxes, Teammates, User Data, and overall Help Desk set up for new and existing agents. Currently, each agent has to manually pin these things in their view. While they should have the ability to customize it, it would be nice to make sure all of my support agents have the fields/inboxes/teammates/message components pinned without having to rely on them manually doing it.  For example, I’d love to have users all have these five inboxes pinned, regardless of whether they are members of the inbox. 

    2
    Jennifer K
    2 years ago
    GBS Tools & TechNew Participant

    Improve how to add teammates to teamsSubmitted

    When updating or creating team, we can have 20/30 teammates to add to the team, in the current way of doing it adding one by one can be time consuming, maybe a better way comma separated emails would be useful for adding teammates in bulk. thanks 

    2
    Jennifer K
    2 years ago
    RossBurrowNew Participant

    Help Centre: proactively opening messenger via links or buttonSubmitted

    I would like to be able to add a button in one of our support articles in the Help center (created in Intercom) that can say “Contact support” if you have more questions.When people click it chat bubble opens. There are some workarounds mentioned here that arent useful to us, so I wanted to raise it as a feature request

    2
    Jennifer K
    2 years ago
    RossBurrowNew Participant

    Search for keyword in conversations, minimise the chat windowSubmitted

    Forgive me if unclear: When searching for a keyword in conversations a list of results is displayed.Whenever I click on one of the results, the conversation is opened on the right hand side of my screen so I can read the chat. This is OK, but it cuts off a lot of the column headders, and it cannot be easily minimised: 

    2
    Jennifer K
    2 years ago
    Emma SpencerNew Participant

    Login option from help centre home pageSubmitted

    When you configure your help centre you have the option of providing a link to your login page. This is great for whenever someone has an article link and needs to log in to view the article.Unfortunately if someone accesses the help centre using the custom url they only get the following message:Empty Help CenterThis Help Center doesn't have any articles or collections yet.It would be great if the same login option was available from this page as well

    2
    Jennifer K
    2 years ago
    Amanda VernolaNew Participant

    Ability to copy/paste excel sheet format into email body like Gmail does.Submitted

    I find myself having to go to Gmail instead of intercom whenever I need to send an excel formatted block to a customer, example below. I would like to be able to copy and paste this format into intercom, additionally be able to highlight and strikethrough text easily from the same little bar you bold/italicize/hyperlink etc form. Being able to paste these excel formatted texts looks much cleaner, and allows the user to see the sheet I am sharing without having to open/download an attachment.  

    2
    Jennifer K
    2 years ago
    ImmortalConnector

    Workflow to send message that we're overloadedSubmitted

    It would be great to have workflow to send client a message when he waits in queue with enabled ballanced assigment. Something like "we're quite overloaded today, but we will be back to you asap"

    2
    Jennifer K
    2 years ago
    Heather PConnector

    Pause a message or path in a seriesSubmitted

    I want to be able to pause a specific message or entire path in a series without having to pause the entire series. Use case: we are conducting user interviews. Each person doing interviews has their own path in a series. When I’m done with all the interviews I need I want to prevent more users from getting messages inviting them to a call with me, but another teammate isn’t done yet and I need to keep users getting into their path. I don’t want to create separate series for this, it’s convenient to have them all in one series. I don’t want to delete the messages/steps in my path completely in case I want to turn it back on later.  I want to use a series because it allows me to tag users after I’ve invited them to a call with me, which ensures they don’t get double tapped again later by me or another teammate.  The only thing I can do right now is replace the entry rules block with a rules block where a user would never match, but this is just a hacky workaround for a feature that should just be built in.

    2
    Jennifer K
    2 years ago
    Kevin GunstNew Participant

    Emails written outside business hours should be sent during business hours.Submitted

    Scheduled messages are a must have. The main reason is that I don't want my clients to know that I work in the evenings. However, I find it convenient to respond to emails and tickets during that time, knowing that they will be sent once office hours begin.

    2
    Jennifer K
    2 years ago
    Show more activity

    Browse by category

    • Product Areas & Popular Topics
    • Core Inbox
    • Data
    • Fin & AI
    • Integrations, API & Custom Actions
    • Intercom Community
    • Knowledge & Help Center
    • Messenger
    • Mobile Conversations App
    • Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
    • Phone
    • Proactive Support
    • Reporting
    • Security & Compliance
    • Third-party Apps & Plugins
    • Tickets
    • Workflows
    • Workload Management (Conversation Assignment)
    • Expert VOC
    Terms & ConditionsAccessibility statement