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    Pat Barlow
    Pat BarlowConnector

    Improve suggested replies in message composerSubmitted

    I can see that the suggested replies have been improved a little and now include a ‘Thanks for reaching out’ in addition to the greeting line. It’s always set to the line immediately underneath it though, which isn’t how I compose my messages. I always put a space between these lines, so I can never use the auto composer.Can this be updated to have a space between the lines? 

    3
    Pat Barlow
    2 years ago
    Pat ThomasNew Participant

    Can I write a help article and use it in other articles?Submitted

    I want to be able to use a DITA-like structure, where we write short descriptions and then embed that content in multiple help articles. In Framemaker, it’s called Text Insets. We want to be able to easily insert that content in whatever articles it seems relevant (rather than linking to an article) and copy-and-paste doesn’t help, especially when the original content needs to be modified.

    2
    Jennifer K
    2 years ago
    Isaac BonoraNew Participant

    Ability to change phrasing in more places across multiple languagesSubmitted

    Hey!Intercom currently provides ways to change text and phrasing in many places within both the article help center and it’s messenger. However, there are still parts of the app that do not allow for changes in copy either in multiple languages or in anything but English. Areas that we have identified that would be good to allow for changes in text across languages that don’t currently include:Unable to change the text of the link for ‘homepage’ link. Across languages  Unable to change the placeholder text in article search in both the Article help center and the messenger app  Unable change text at the footer of articles (both help center & messenger). Useful especially if we want to refer to the help center as something else. ie. Knowledge Base This is just a few areas have our QA teams has identified, especially when it comes to German translations. However, adding more customisation across all parts, especially in copy is great for everyone.Cheers

    2
    Jennifer K
    2 years ago
    Daniel McMillenNew Participant

    Ability to add more ticket statesSubmitted

    We’re considering switching from Zendesk, but one major obstacle is the limitation of having only three ticket states. We’d like the flexibility to create our own custom ticket states. For example, if a ticket requires developer attention, we’d change its status to “With Development Team.” This way, the ticket would be removed from our queue until the development team takes action. We also use other states like “With Third Party.” Having a quick overview of the ticket’s state would improve our queue management, as the “In Progress” status is too vague.

    2
    Jennifer K
    2 years ago
    Erin from HallowNew Participant

    Ability to see Macro edit historySubmitted

    It is difficult to track changes when multiple people can edit a Macro. We don’t want to limit it to only one person being able to edit the Macros, so are there any plans for Intercom to be able to show edit history for updates made to Macros?

    3
    2 years ago
    Kiran RaoConnector

    Request: Apple Privacy Manifests and Intercom iOS SDK v16.xSubmitted

    With Intercom iOS SDK 17.x, iOS 14 is no longer supported.However, Intercom iOS SDK 17.0.2 is the minimum version (at the time of this writing) of intercom SDK that is fully compliant with Apple’s privacy manifest requirements.This is a request to publish updates of older versions of Intercom SDK (for example 16.x) which are also compliant with Apple’s privacy manifest requirements so that apps that have a minimum target of iOS 14 can still be submit app updates after Apple starts enforcing the policy in may 2024.

    2
    Jennifer K
    2 years ago
    FlippyNew Participant

    Wrap ticket questions when converting a conversation to a ticket to show full textSubmitted

    When we convert conversations to a ticket and the support rep needs to fill out some additional details it’s hard to see what the ticket fields are asking for. Is it possible to show the entire text and wrap the text if necessary? Truncating the text makes it difficult to know what the question is. 

    2
    Jennifer K
    2 years ago
    XeniaNew Participant

    Deactivate email notifications for a specific userSubmitted

    Some users prefer to continue the conversation over email, while others would rather not receive any email notifications for replies. I suggest implementing two features:1. The ability for the team to disable notifications for users who don't wish to receive any email notifications. 2. Incorporating an unsubscribe button in email notifications. This would allow users to easily unsubscribe from receiving further email notifications if they choose to do so.

    3
    2 years ago
    Jonas NielsenNew Participant

    Separate content in Articles based on User groupsSubmitted

    Hello Intercom! I would like to be able to separate sections in an Article based on Users, meaning: Example A:User A (non-user) can only read the Summary, while logged in User B can read the full article Example B:User B can read most of the article, but User C (Help Desk agents) can read an marked Internal section of the article. I know this is a bigger ask - would help with setting up a Knowledge-Centered Support (KCS) through Intercoms own Knowledge Base / Articles, instead of having other integrations. 

    2
    Jennifer K
    2 years ago
    prabhat_sethNew Participant

    Search messages via APISubmitted

    Hi,I am able to get all conversations for a particular contact via the conversations search endpoint however there is no search for messages.It would be great to be able to search messages the same way as conversations with the end goal of being able to get all communications with a Intercom contact from one endpoint (rather than multiple places as currently).

    2
    Jennifer K
    2 years ago
    Julius GeisNew Participant

    set audience-level targeting based on collectionSubmitted

    I couldn’t find the voting on that. We want to set audience-level targeting based on collection inside knowledgebase. The idea is that specific user groups, set by user tag, can read additional help articles inside our help center.

    2
    Jennifer K
    2 years ago
    James LaurieNew Participant

    Integrating Intercom with BasecampSubmitted

    Has anyone set up an integration between Intercom and Basecamp before? Either through a third party tool such as Unito/Zapier, or via Webhook / custom action?Ideally, I’d like to leave a note in Intercom, that would create a To-do in Basecamp, with the information from the note.

    4
    2 years ago
    Jonas NielsenNew Participant

    Attach articles to ticketsSubmitted

    I would love to be able to attach an Intercom article to a ticket, so we can track which article solves/was used on a ticket. A tagging system would be nice, as in, marking multiple tickets with, as an example: “Solved issue”, “Helped towards a solution”, “Not used”. This would help us implement the methodology Knowledge-Centered Service (KCS - https://library.serviceinnovation.org/KCS) Thank you! 

    3
    2 years ago
    Sophie HumphreyConnector

    Is it possible to vertically align text within tables in help center articles, and to adjust the overall table width?Submitted

    I’m glad that text within tables can be horizontally aligned, but it would be great to have the ability to vertically align text within tables. Additionally, I’d love to be able to adjust the total width of a table to not extend further than the text within it. Are either of these possible, and if not can I submit these as a feature request please?

    3
    2 years ago
    Maria PaezNew Participant

    Identifier that lets the user know if new conversation in their inbox is a chat or emailSubmitted

    Create some type of identifier that the agent is able to easily see once a conversation enters their inbox.  This will let the agent know that its a chat or an email and thus priority is set on the live chat.

    3
    2 years ago
    Maria PaezNew Participant

    Have the ability to create company specific alertsSubmitted

    Have the ability to set some type of alert where an agent or manager can be alerted that a chat has been sitting idle with no response once it hits the 2 minute mark. Either change that chat to a light red color or set a bell alert to identifies it.

    3
    2 years ago
    Courtney SainsburyConnector

    Would love for AI assistance (make more friendly, rephrase, etc) to be available when creating Workflows, Custom Answers, Etc.Submitted

    I often find myself copying what I’ve put into a Custom Answer or Workflow and going back to a conversations, putting in what I’ve written and clicking “rephrase” or “make more friendly” It’s one of my favorite features and we would love to use it in every area of Intercom! 

    2
    Jennifer K
    2 years ago
    Courtney SainsburyConnector

    Would love to be able to see the content of each individual conversations as you are bulk selecting them.Submitted

    Doing this will allow you to see what messages in your queue you’d like to select to receive the bulk message. Sometimes you want to follow up with multiple in your inbox and you’re not able to unless you first look at all of the messages, see who needs to be followed up with and then memorize which conversations those were so that you can then go through and bulk select them.

    2
    Jennifer K
    2 years ago
    zejudiceNew Participant

    Open latest message on a conversation - go to top of message vs bottomSubmitted

    Hello,Whenever there is an update in a conversation and I open it, I get sent automatically to the bottom of the message.It would be great if I were sent instead to the beginning of the message - e.g. whenever the reply is a long email with signatures, I get sent automatically to the bottom part of it (ie the signatures), and have to scroll back up.Hope you can improve this :)Thanks,Zé

    2
    Jennifer K
    2 years ago
    User1348New Participant

    Advanced search options in Help CenterSubmitted

    Currently, when using an Intercom help center, it seems like users have to run a search across all the collections that they see on the help center they are on.Can we have a search option at different level of collections so that users can search within a selected collection including or without including it’s sub collections? This helps users get specific search results and at the same time save time and efforts.

    2
    Jennifer K
    2 years ago
    BrigitaNew Participant

    Teammate Activity Logs as a separate permissionSubmitted

    At the moment Teammate Activity Logs is part of the permissions set Can manage teammates, seats & permissions.https://www.intercom.com/help/en/articles/176-permissions-how-to-restrict-access-for-some-teammates#:~:text=Teammate%20activity%20logsCertain team members (supervisor/management level) using the tool would benefit from accessing the Teammate Activity Logs without the need to have permission to a full set of super admin type Can manage teammates, seats & permissions which grants access to more sensitive types of access to manage seats and permissions.

    2
    Jennifer K
    2 years ago
    LennardNew Participant

    Disable reply timeSubmitted

    Currently, the expected reply time can only be deactivated for the basic bot configuration.After having the revamp of how users can see the contact field for chat, why not also make it possible to have the option of deactivating estimation of reply time from the chat in general?This could help improve user satisfaction and adapt it to already existing basic settings for bot.

    2
    Jennifer K
    2 years ago
    Tori RochlenNew Participant

    Provide more direction when requiring users to search before starting a conversationSubmitted

    We are trying to encourage users to research before they send us a message. Even while using Fin. When we enabled “Require users to search before starting a conversation,” users got completely confused, and we got many emails about messaging not working. There isn’t anything to guide users to research first, the message option just disappears.  It’s easy to use when you know what you must do, but without some instruction, it causes the reverse - a spike in conversations via email.  Having guided text of some sort may be helpful - “feel free to take a look at articles before you message us” or “messenger will become available after taking a short peruse of our articles...”  

    2
    Jennifer K
    2 years ago
    Brandon Foret
    Brandon ForetNew Participant

    Calendar Widget/FeatureSubmitted

    It would be great to be able to pull dates from a ticket or multiple tickets into a calendar view.

    2
    Jennifer K
    2 years ago
    Kevin TurboTenant
    Kevin TurboTenantNew Participant

    Customize Closed Conversation RatingSubmitted

    Prevent customers from rating after a given period of time.In the the example above it would be nice to customize the text when the give time period expires. It shows the "help Kevin understand" message then an error, rather than a positive experience that mentions Scores are only available for X number of hours or automatically deletes the "help Kevin understand message"

    2
    Jennifer K
    2 years ago
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