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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"

Gil LevyNew Participant

Passing attachments from Intercom to Jira issue?Submitted

Hi all. I’m using Intercom with Create Jira Issue automation. When creating an Intercom Tracker issue (bug) and attaching a pic/text/etc., is it possible to pass the attachments to the Jira issue?

NuritInnovator ✨

Customize the workspace messengerSubmitted

It would be great if we could customize the Intercom messenger that is embedded in our workspace. We want to include information about our own products, which is relevant for our agents to know. For example, we would like to add internal articles, news about new features, notifications, and other updates.

Connor TakataNew Participant

Empty Article Button to launch workflowsSubmitted

We would love the option to add a button to an article that would be able to trigger an element clicked workflow. Currently, buttons require a URL however if we were able to create button’s without any URL validation, then we could attach a workflow to button press.

jorritTCNew Participant

Extra features for the 'special notice' featureSubmitted

I have three some idea/feedback points regarding the special notice feature that would be really helpful:The special notice message is not displayed if Fin is active. It would be very helpful if the special notice was still displayed after a customers asked to be connected to the team.For ongoing chats, the special notice also isn't displayed. It would be amazing if there was a small indication above the message field something like the image below:If the full message doesn’t fit, something like a small 'i' icon that people can hover over to see the full message?Or even a way to set a different message for ongoing and new chats Speaking of different messages, an automatic reply special notice for customers who reach out via e-mail. Customers who reach out via email won’t know if we are OOO for the day for example

Olly JohnsonNew Participant

Workflow from CSAT SurveyReleased

As it currently stands it doesn’t appear possible to provide additional automation after a CSAT survey has been sent to a person who has reached out. In an ideal situation depending on the score of the reply I’d like to automate follow up messaging and interactions. If someone replies negatively for example I’d like to automate a follow up asking the person for additional information.

Michael StephensonNew Participant

Internal Article RedirectSimilar functionality

I want the ability to unpublish/archive an article and set up an automatic redirect to the new article.

Grace NdabananiyeNew Participant

Add more metrics for custom reports e.g. for conversation topics and tagsSubmitted

I am currently working on a few custom reports. One in particular, I want to get data on all conversations with a certain tag, in this case “Content Update”.It would be nice if I could, for instance, create a chart that listed/used the metrics from conversation topic created, to say which and how many topics have the “Content Update” tag.While there are workarounds, I don’t believe its possible to do this in one custom chart, so more metrics like this would be useful. One for conversation tags would also be helpful

Chris BoergerNew Participant

customize the look and feel of buttons to match our design system and use the same font as our appSubmitted

Hi,Currently, it is impossible to change the look and feel of buttons, banners, surveys, posts etc., except for the color.It would be great if it was possible to at least change the radius of buttons to allow proactive messages to look more like they are a native feature of our app by matching our design.Moreover, it would be great if possible to match intercom system font for messages etc with our app. Thanks :)

Alana GazolaNew Participant

Product Tour for website on mobile phoneSubmitted

Hi Intercom team!Currently, Product Tours only works on desktop devices, but most users access websites and features in our product via mobile devices. Does it have any chance of working on web mobile in the future? This is the bast way to onboard users to new features.

ZachBNew Participant

Color Highlights for Option FieldsSubmitted

For agent ease of identifying segments or general ticket options ; it would be nice to Color-code the fields & Tags in the inbox. This would also help orgs apply ways for accessibility around agents who may have dyslexia or colorblindness. Right now the only similar option is to do Emojis in the segment / option titles. While this is fun, it’s not necessarily the cleanest to identify.So for example in google sheets - this is done via conditional formatting.I think it’s important for custom ticket priorities to get this kind of color visibility. I know these formatting options are already available in the UI library as they appear in places like: Overall ticket status:Conversation history: To implement, generally would need: Identify areas where options are located: Custom data attributes Segments (Company / Contact) Teams Create settings UI modal to select colors (subset of pre-approved) - believe Hex is too open-ended. Identify affected inbox UI elements Store and Link selections from color modals to inbox UI to display.

Michael StephensonNew Participant

Article TemplatesSubmitted

I would love the ability to apply a pre-configured template to new help center articles.

Silvio HochuliNew Participant

Allow embedding videos from Clueso in Intercom articlesSubmitted

When working with videos in Intercom articles, it’s only possible to embed videos using the video embed feature allowing you to embed videos that are hosted on approved Intercom partner websites. Clueso (https://www.clueso.io/) is a video creation and hosting platform, currently not supported by Intercom. After we create a video on Clueso, we need to export it, upload it to Youtube or Wistia, then embed that link in Intercom. This tedious and time-consuming. I would like to embed Clueso videos directly in Intercom.

Carmelia ScalesNew Participant

Ticket integration for Azure DevOpsSubmitted

Would love if there was an integration between Azure DevOps like there is for JIRA tickets.

ChelseaRentPrepActive User

Automations based on BrandsSubmitted

We have multiple Brands set up. We would like the ability to create workflows and automations based on Brands. For example: if Brand is X, assign to Team X. We currently use URL but this gets messy and filtering by Brand would be much easier.

ChelseaRentPrepActive User

Calendly Call Schedule in IntercomSubmitted

We love the Calendly integration with Intercom! to minimize the number of open tabs, it would be really efficient if a scheduled calls list could be accessed in intercom.

Trond DragelandNew Participant

Agent ticket queues - Assignment rules based on custom fieldsSubmitted

We have set up custom ticket priorities in Intercom based on SLA agreements (Urgent, High, Medium, Low), but in Intercom, there is no way of utilizing this in ticket workflows.Assignement rules and ticket queue ordering only care about the built in “Star” priority system, meaning that Low priority tickets for us, might assign to agents before Urgent ones. Once agents have a full queue, they also can’t sort by our custom priorities, meaning they manually have to keep control of their queues rather than using the options in the sorting dropdown.Would it be possible to add functionality for adding custom fields to the assignment rules as well as the agent queue sorting options?For example, when editing a ticket attribute field, you have the tick boxes for visibility for customers/agents. Maybe add a tick box for “Add to queue sorting” or similar? As you add custom priorities in list format, the sorting algorithm could then prioritize the list from top to bottom. That way it doesn’t have to understand the wording in the custom priorities.

John BarnabyNew Participant

Send bulk emails from IntercomSimilar functionality

Hi, I’m representative of the GrowthDot company. I’m excited to inform you about a new app release. Proactive Campaigns helps to send bulk emails to many users in one go. Follow the app link to see how to improve your email marketing.

Oliver CookConnector

Verbatim feedback section on articlesSubmitted

Would really find it useful to have users reading an article to be able to leave a a comment when they click on a reaction.The comment wouldn’t be public but only be accessed in the article editor in feedback section like we have for views, conversations and reactions.You could then click on it and see a list of written feedback for that article and who left that feedback. (We don’t want to enable the option to automatically start a chat when clicking 😞)

ChelseaRentPrepActive User

Brand Specific Special NoticeSubmitted

Customize special notices based on brands. We have multiple brands set up and we would like the ability to set special notices that are brand specific so that we can alert certain customers that the team is away for a meeting and will return at X time. Or just a way to alert specific customers that we are in a meeting through team specific notifications.

User1348New Participant

Image options for help center articlesSubmitted

We use a lot of screenshot images in our Intercom help center articles to make users understand our product. Whenever there is any update in interface, it becomes challenging to update all the screenshots manually in every article. We are looking at below improvements in our Intercom help center to make things easier to manage:Ability to manage all images/screenshots from one place (with an option to group or tag them if possible) in a way that they can be easily inserted in any article, as well as can be easily replaced with other images directly from source (so that we no longer need to update screenshots with interface updates at multiple places). Any questions, please let me know.

User2037New Participant

Mention a teammate via Custom ActionsSubmitted

Hi,To give you an idea - I’ve created a custom action to leave a note on specific conversation matching certain rules. What I couldn’t find in the docs and I am struggling with, is to also mention a teammate via custom actions if they hit the rules. Is this possible?

ClémentNew Participant

Add "Tours" Backend APISubmitted

Hi Intercom teams,Would be really amazing to be able to use the “Tours” feature even with your API. Cf https://developers.intercom.com/docs/references/introduction/Here would the basic routes that would be very useful:1- List all intercom tours (including who finished them as users), with Tour details (name, id to trigger in the frontend, etc...)2- List the tours which has been “done” by a specific intercom user3- Lits the tours which has been “done” by a specific intercom company Example: - i need to list all the possible tours and bring a custom UI to trigger tours, or even to “gamify” how to learn my app. Thanks a lot for your help and prioritising this ❤️

AdriNew Participant

Turn emails into tickets automaticallyReleased

For certain processes that have strict regulatory SLAs, it’s important to manage incoming emails as tickets as soon as they are received rather than having this step be manual.

Mikhail🧸🇺🇦New Participant

Self-deleting messagesSubmitted

Is it possible to create self-deleting messages? Sometimes we share phone numbers of our customers with couriers, and then we mention the Shift Lead to delete them. So it will be very useful to send this kind of messages in self deleting mode, and they will be deleted automatically in a period.

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