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    Judy CorreiaNew Participant

    Recommendation Audit or CategorisationSubmitted

    Currently Fin Recommendations (content gaps, data gaps and action gaps) only have two options - reject or mark as done/approve. Rejecting removes the recommentation and stops Fin from suggesting it again in the future. In our case this is limiting as a recommendation (in particular or data and action gaps) may not be technically possible today, but as technology changes the recommendation may make sense at some future time. It would be amazing if recommendations had a option for a “soft rejection” where it may be rejected now but we’d like Fin to make the recommendation again (if warranted) at some future time, someting like “remind me again in X months”It would also be great if: there were an audit trail, where we could see what recommendations were accepted and rejected. In addition to an audit, being able to specify reason for rejection, this would help with identifying the recommendations that may not make sense today but could in the future. Currently to overcome this limitation in auditability and tracking we need to keep a running list of recommendations in a spreadsheet, noting the recommendation, when it was suggested and the reason for rejection and review it regularly to see what might be feasbile today that perhpas wasn’t a few months ago. This adds extra overhead to our process and means having to bounce between applications vs having one source of truth within Fin. 

    0
    1 month ago
    Steven MooreNew Participant

    Add User-Toggleable Sort Order (Ascending/Descending) for Ticket Update ThreadsSubmitted

    Current State: Ticket update/comment threads render in ascending chronological order (oldest-to-newest). Retrieving the most recent update requires scrolling to the bottom of the thread regardless of ticket type or thread length.Issue: This sort order does not match the primary access pattern for ticket review which is checking the latest status. Every visit to a ticket with an existing thread requires full-thread traversal to reach the most recent entry, adding unnecessary interaction overhead, particularly on tickets with long histories.Proposed Change: Default the update thread to descending chronological order (newest-to-oldest). This aligns with standard ticketing/case management conventions where the most recent entry displays first.Justification:Reduces time-to-information for the highest-frequency use case (latest update retrieval). Matches sort convention already familiar to users from other ticketing platforms. Does not remove access to historical entries — only changes default presentation order. Older updates remain available further down the thread.

    0
    1 month ago
    Julian PalmerNew Participant

    New Conversations, Conversations metric as a percentageSubmitted

    Our company tracks the percentage of conversations that are routed to a teammate. As of now, that total is not able to be presented as a percentage in Intercom reporting, only a count. Please consider creating a ‘New Conversations, Conversations’ metric that shows as a percentage and not only a count.

    0
    1 month ago
    tommynor
    tommynorNew Participant

    Outgoing calls should have a ringtone/ringback toneSubmitted

    We would love to see support for a ringtone (ringback tone) on outbound calls.Today, when placing outbound calls from Intercom, there is no audible indication that the call is ringing. This creates uncertainty for agents, as it's difficult to tell whether the call is connecting, actively ringing, or experiencing an issue.A standard ringback tone would provide a much more familiar calling experience, improve agent confidence, and reduce confusion during outbound calling workflows.Is this something Intercom is considering, or that other customers would find valuable as well?Thanks!

    0
    tommynor
    1 month ago
    DeralxxannyNew Participant

    Add the opportunity to copy URL in the MessengerSubmitted

    We want to have the opportunity for our users to copy URL in the messenger (now its unavailable) because sometimes they need to share the link with someone else

    0
    1 month ago
    LottaNew Participant

    Let URL addresses and email addresses stay plain text while editing the messageSubmitted

    Since a little while back it is very aggressively turning anything I write into links directly, if it is a webb address or email address or something something... Since I do a lot of copy/paste with standard stuff, and change details to customise for that specific user I write to... It is very annoying, and I liked it much better before. When everything stayed in a normal text way, and changed to links first when I actually sent the message.From a support-writing-person, I don’t really see the benefits with changing to links directly while still editing the message. But maybe there is.I liked it much better how it was before, when I could paste in plain text, and it kept being plain text while I was still writing my message to my user.Could you add some setting or something, so one could choose if you want links directly, or if you want them to stay plain text as long as you are still writing the message, and just change to links, when the message is sent. It would be much appreciated. 

    0
    1 month ago
    NicolaNew Participant

    Introduction of Slovak language as option in Help CentreSubmitted

    Hey guys! Are you planning to ad Slovak any time soon as supported language to Help Centre? We are asking about this feature for 3 years now.Slovakia is kind of a big country which is located in central Europe and part of EU for a long time now. We have a lot of customers from there, that are unable to get instructions in their language. I am sure that bunch of other customers of yours are facing the same issue.Can you please provide a bit more information on this topic? 

    4
    1 month ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Switch sides when merging ticketsSubmitted

    When merging tickets, the left part is the main ticket which will remain open, the right part is the ticket that will be merged in the main and afterwards closed.It would be nice to have a “switch” function that allow the agent to switch the main ticket and the merged ticket, in case they made a mistake.

    0
    Pamela Van Gasse
    1 month ago
    Daniele AlbertinelliNew Participant

    Allow adding articles to multiple collectionsSimilar functionality

    We have several articles relevant to multiple collections. Duplicating articles is not preferred. Thank you!

    31
    1 month ago
    Jimmy HurffNew Participant

    Append Full Conversation History to Email Notications When Enabled / Add Deep Links to ConversationSubmitted

    This creates a frustrating user experience - the user gets an email that the conversation has been updated but they cannot see the entire thread within the email.  Here is a direct quote from an impacted customer:Good morning - This new chat system makes emails almost worthless because we often can’t tell which issue your answer is associated with. I would imagine you already know this but below is a good example if you do not.Proposed improvement #1: When a user is notified by email of an update to a conversation that they did not see in the messenger widget AND the company settings have conversation history enabled, send the entire history of the conversation.  See article below.https://www.intercom.com/help/en/articles/3527623-sending-email-notifications-without-conversation-content-or-historySpecifically, this callout:Important: If the email notification is sent because of user/lead inactivity from a conversation started from the Messenger, then it will only include the messages they haven't seen, not the full conversation history.I am not sure what the business rule / reason for this is.  If the config has been set to include the enable conversation history, all of the history should be sent. Proposed Improvement #2: An alternative option might be to include a deep link to the conversation.   If the user clicks the link, they are taken to a detailed view of the conversation directly.

    2
    1 month ago
    Vladimir Hernandez CastilloNew Participant

    Ticket Portal: allow multiple State filtersSubmitted

    When viewing tickets in the Ticket Portal, users cannot filter to "all non-closed tickets" with the current filter UI.ProblemOnly one State filter can be applied at a time. After a State filter is set (e.g. "State is any"), State is no longer available under "+ Add filter" — only other variables appear. Users cannot combine or exclude multiple State values.ImpactMulti-ticket customers must scroll through closed tickets to find active ones.Requested behaviorOne of:Allow multiple State filters (include/exclude combinations), or A single filter option such as "Exclude closed/resolved", or A preset view for "Active tickets only"Environment: Ticket Portal, logged-in users with ticket history.

    0
    1 month ago
    TangoNew Participant

    Request to support Firebase Installation ID (FID) for Android SDKSubmitted

    Hi Intercom team,We’d like to request support in the Intercom Android SDK for the new FCM registration flow based on Firebase Installation ID (FID):https://firebase.google.com/docs/cloud-messaging/android/get-started#enable-registration-via-firebase-installation-idFirebase Messaging 25.1.0+ introduces the new FID-based registration flow, including:firebase_messaging_installation_id_enabled=true FirebaseMessagingService.onRegistered(installationId) using FID instead of the legacy FCM registration tokenSince the Intercom Android SDK already uses Firebase Messaging 25.1.1, we’d like Intercom to support this new registration flow as well, including registering and handling FID for push notifications.Please consider adding full FID-based registration support to the Android SDK.

    0
    1 month ago
    ImmortalNew Participant

    Give permissions for Monitors without access to FINSubmitted

    Right now in order to review conversations in Monitors we need to give full permission for FIN. It would be great if we can give access specifically for Monitors excluding FIN.

    0
    1 month ago
    Sarah ElyafiNew Participant

    Segmenter la visibilité de la section tickets dans le chatbot côté client en fonction de nos offres supportSubmitted

    Bonjour,Nous avons un besoin urgent : le bouton "Tickets" affiché dans la barre de navigation du Messenger doit impérativement n'être visible que par nos clients Premium.Or, cet espace ne peut aujourd'hui être activé/désactivé que globalement (Visitors ou Users), sans possibilité de règle d'audience par segment/attribut/tag.Quel quick win pouvez-vous nous proposer rapidement pour restreindre la visibilité de ce bouton à nos seuls clients Premium ?Merci d'avance pour votre retour rapide. 

    0
    1 month ago
    SlimNew Participant

    Simple arithmetic on attributes in Workflows and Reports (e.g. difference of two attributes in conditions and charts)Submitted

    Current behaviorAttributes (people, company, conversation, ticket, temporary) can only be used as-is. In workflows, a branch condition evaluates a single attribute against a value — there is no way to compute anything from two attributes (a difference, sum, or ratio) and branch on the result. The "Set attribute" step can only write a value, not a computed expression. In custom reports, charts aggregate existing attributes, but there are no calculated metrics or formula columns that combine two attributes.The problemA lot of very simple logic needs basic math on two attributes:Branch when the difference of two numeric attributes crosses a threshold — e.g. credit limit − amount spent, seats purchased − seats active, amount paid − amount refunded. The same for dates — e.g. the number of days between two date attributes. Report on a derived metric — e.g. the delta between two attributes and how it trends over time.Because no arithmetic is available, the only way to get this inside a workflow today is a Data connector step: send the two attributes to an external endpoint, do the subtraction there, write the result back into a third attribute, and only then branch on it. That means external infrastructure to build and maintain, an extra round-trip and failure point, and attribute clutter — all for one subtraction. In reporting, the same limitation means exporting data to spreadsheets or BI tools just to chart a simple derived value.Proposed ideaSupport simple arithmetic expressions (+, −, ×, ÷; ideally date differences too) wherever attributes are used:In workflow branch conditions — e.g. "If (Attribute A − Attribute B) is greater than X". In the "Set attribute" step — write a computed value into an attribute (temporary attributes would be a natural fit for intermediate results). In custom reports — a calculated metric / formula column combining existing attributes.Even a minimal version — attribute-minus-attribute in branch conditions plus one calculated-metric type in custom reports — would already remove the external Data connector round-trip for the most common case and immediately make reports richer.Who would benefitAny workspace whose people, company, conversation, or ticket data contains related numeric or date attributes — limits and usage, purchases and refunds, plan size and consumption, pairs of timestamps. Today these teams either maintain external compute endpoints for trivial math or export data to BI tools; native attribute arithmetic would make both unnecessary.

    0
    1 month ago
    Mickaël SerantesNew Participant

    Table of content for Product UpdateSubmitted

    Add the possibility to add a table of content on the Product Update page.

    0
    1 month ago
    SlimNew Participant

    Simple arithmetic on attributes in Workflows and Reports (e.g. difference of two attributes in conditions and charts)Submitted

    Current behaviorAttributes (people, company, conversation, ticket, temporary) can only be used as-is. In workflows, a branch condition evaluates a single attribute against a value — there is no way to compute anything from two attributes (a difference, sum, or ratio) and branch on the result. The "Set attribute" step can only write a value, not a computed expression. In custom reports, charts aggregate existing attributes, but there are no calculated metrics or formula columns that combine two attributes.The problemA lot of very simple logic needs basic math on two attributes:Branch when the difference of two numeric attributes crosses a threshold — e.g. credit limit − amount spent, seats purchased − seats active, amount paid − amount refunded. The same for dates — e.g. the number of days between two date attributes. Report on a derived metric — e.g. the delta between two attributes and how it trends over time.Because no arithmetic is available, the only way to get this inside a workflow today is a Data connector step: send the two attributes to an external endpoint, do the subtraction there, write the result back into a third attribute, and only then branch on it. That means external infrastructure to build and maintain, an extra round-trip and failure point, and attribute clutter — all for one subtraction. In reporting, the same limitation means exporting data to spreadsheets or BI tools just to chart a simple derived value.Proposed ideaSupport simple arithmetic expressions (+, −, ×, ÷; ideally date differences too) wherever attributes are used:In workflow branch conditions — e.g. "If (Attribute A − Attribute B) is greater than X". In the "Set attribute" step — write a computed value into an attribute (temporary attributes would be a natural fit for intermediate results). In custom reports — a calculated metric / formula column combining existing attributes.Even a minimal version — attribute-minus-attribute in branch conditions plus one calculated-metric type in custom reports — would already remove the external Data connector round-trip for the most common case and immediately make reports richer.Who would benefitAny workspace whose people, company, conversation, or ticket data contains related numeric or date attributes — limits and usage, purchases and refunds, plan size and consumption, pairs of timestamps. Today these teams either maintain external compute endpoints for trivial math or export data to BI tools; native attribute arithmetic would make both unnecessary.

    0
    1 month ago
    SlimNew Participant

    Reusable workflows: expose whether the workflow was triggered manually (trigger-source flag for branching)Submitted

    Current behaviorA reusable workflow can be started in two ways: by another workflow or automation via the "Pass to reusable workflow" step, or manually by a teammate from the Help Desk (⌘K → "Trigger reusable workflow"). Inside the workflow itself, there is no way to tell which of the two happened — branch conditions can only use people, company, and conversation data, and none of it reflects how the workflow was started.The problemThe same reusable workflow often needs to behave differently depending on how it was launched:When a teammate triggers it manually, automatic reassignment steps are unnecessary or actively harmful — they can pull the conversation away from the very teammate who just triggered it. For reporting and downstream logic, we want to set attributes differently per trigger source, so that manually triggered runs don't distort automation statistics (and vice versa). Some steps only make sense in one mode — e.g. an intro message or a snooze that fits the automated path but is redundant when a human is already handling the conversation.Because the trigger source is invisible, the only options today are:Duplicating the workflow into a "manual" and an "automated" version and keeping both in sync forever — which defeats the purpose of reusable workflows, or Having every parent workflow set a custom conversation attribute right before the "Pass to reusable workflow" step and branching on it inside the reusable workflow. This is fragile: every caller must remember to set it, the attribute has to be reset afterwards, and a manual trigger can't set anything beforehand at all.Proposed ideaExpose the trigger source inside reusable workflows — ideally as a boolean system attribute, e.g. "Workflow triggered manually" (true/false), available in branch conditions and when setting attributes.Example: if "Workflow triggered manually" = true → skip the reassignment branch and tag the run as manual; otherwise run the full automated path.A richer "Trigger source" attribute (manually / by another workflow) would be even more flexible, but even the minimal boolean would already let a single reusable workflow safely serve both cases instead of being duplicated.Who would benefitAny workspace that uses reusable workflows both as building blocks inside automations and as manual one-click actions for teammates in the Help Desk. Today those teams either maintain near-identical duplicated workflows or build fragile attribute-based workarounds; a native flag would remove the need for both.

    0
    1 month ago
    tommynor
    tommynorNew Participant

    Better Time Awareness in FinSubmitted

    We’d love to see Fin gain a stronger understanding of time and business hours.For us, it’s important that Fin knows when our support team is open and when we’re closed. Today, after business hours, a customer can go through the following experience:Fin is unable to resolve the issue. Fin offers to escalate the conversation to a human support agent. The customer is then met with a workflow message explaining that we are closed.This creates a confusing and somewhat messy customer experience. Ideally, Fin should be aware of our opening hours and adjust its behavior accordingly. For example, when we’re closed, Fin could avoid offering immediate escalation and instead clearly explain when human support will be available again.

    1
    1 month ago
    Matej Bosnjak
    Matej BosnjakConnector

    Feature Request: Folder / Collection Structure for Intercom Audiences (Segments)Submitted

    Hi everyone!  SummaryWe are building a structured segmentation system covering 8 countries × 6 license tiers × up to 7 roles per tier, plus driver, EMS, and product-specific sub-segments. This will result in 150–200+ audience segments in Intercom.At this scale, the flat list view of the Segments section becomes unmanageable. We are requesting a folder or collection structure for audience segments to enable organised navigation and team usability.Problem Intercom Segments currently exist in a single flat list with no grouping or hierarchy. With 150–200+ segments, finding the right audience requires scrolling or searching every time. There is no way to visually distinguish between segment types (e.g. country-based CPO segments vs. driver segments vs. product segments). This makes it difficult for support agents, Fin AI configuration owners, and CS managers to confidently navigate, audit, or update the correct segment. Onboarding new team members to the segmentation system becomes significantly harder without clear visual structure. Requested FeatureIntroduce folders or collections for the Segments section, allowing users to: Create named folders (e.g. 🇩🇪 Germany, 🇧🇪 Belgium, Business, Pro, Enterprise) Assign segments to folders — either at creation or via drag-and-drop / bulk assignment Expand / collapse folders in the sidebar or segment list view Nest segments logically without changing their underlying rules or behaviour Example StructureCopy📁 Germany (DEU) ├── DEU — Pro — Fleet Admin ├── DEU — Pro — Fleet Manager ├── DEU — Business — Finance Manager └── ...📁 Belgium (BEL) ├── BEL — Pro — Fleet Admin └── ...📁 Drivers ├── CC@home — Driver — Manual ├── CC@home — Driver — Automatic └── Reg. driver — no platform access📁 EMS ├── EMS — Dynamic (System Users) └── EMS — Static (Drivers)📁 Legacy (Wind-down) ├── All — Basic └── All — CompactImpact Area Current With Folders Segment navigation Scroll through 150+ flat entries Expand relevant folder, find segment instantly Fin AI configuration Error-prone — easy to select wrong segment Clear grouping reduces misconfiguration risk Team onboarding Requires tribal knowledge Self-explanatory structure Segment auditing Manual scan of full list Folder-level review Priority / Urgency We are actively building this segmentation system now and will reach 150+ segments within the next quarter. Without folder support, we may need to delay segment creation or work around the limitation with inconsistent naming conventions alone. This feature would benefit any Intercom customer operating at scale across multiple regions, products, or customer types. Workaround Currently UsedStrict naming conventions ({COUNTRY} — {Plan} — {Role}) allow alphabetical sorting to group segments loosely by country. However, this does not solve the navigation problem for cross-cutting segment types (drivers, EMS, product-specific) and is not intuitive for new team members.Additional Notes We would also welcome a search/filter bar within the Segments list as a lighter alternative or complement. A tagging system for segments (similar to Intercom tags on conversations) could achieve a similar result and may be simpler to implement.  

    1
    1 month ago
    Wealth SupportNew Participant

    Allow chat window to be fluidSubmitted

    Current State: The chat window is locked in a specific location based on what is set. The user can only minimize it or close it out fullyAsk: Enable the conversation width to be fluidWhy is this important for end users? 1) It ends the close–peek–reopen loop. 2) It allows users to work with the chat bot side-by-side and not around either oneImpact: This will improve user experience, particularly when the end user is being walked through troubleshooting steps. It is hard to navigate back and forth to view the steps and then follow along within the product. This will enable the users to choose which functionality works best for them (moving the chat window around or minimizing/closing)

    0
    1 month ago
    JennaGNew Participant

    Enable PKCE support for Salesforce integrationSubmitted

    PKCE is a security extension for the OAuth 2.0 protocol in Salesforce that many organizations are using. Intercom’s Salesforce app doesn't support PKCE currently. If an organization has PKCE enabled for their Salesforce instance, that means they aren’t able to install and use the native Salesforce app in Intercom. This is a global setting that can’t be toggled on and off for each app. Intercom needs to update the integration to support clients that require this extra layer of security. 

    0
    1 month ago
    Florent RousselNew Participant

    Ability to define (and change) the primary contact of a ticketSubmitted

    When a sales representative forward an email from a customer to our support email address, the ticket is created with the sales rep name rather than the customer user.When a customer sends an email to our support email address, with some colleagues in CC, we may need at some point to update / change the primary contact. In the table view, I’d like to be able to see who is the main contact of a ticket (and not see the sales representative).

    2
    1 month ago
    Lucia Burin SestakovaNew Participant

    Articles Bulk Export and ImportSubmitted

    We really miss the option to bulk export and import articles from the Intercom dashboard. Standard formats like csv, excel or pdf would be a huge upgrade to the current API only solution. It would be great if it was possible to export articles on multiple levelsselect articles - export selected articles collection - export all articles in a collection entire customer-facing help center - export select help centers select folders - export selected folders entire knowledge base - export all content including autogenerated content, snippets, etc. 

    4
    1 month ago
    Thomas KüppersNew Participant

    Increase or remove limit of attributes visible in company module without scroll barSubmitted

    When more than ~15 pinned attributes are shown in the Company details module (right sidebar in the Inbox), the module gets its own internal scrollbar instead of scrolling together with the rest of the sidebar. The exact threshold seems to depend on screen height/zoom rather than a fixed item count.This creates a confusing double-scroll experience: I have to scroll inside the module to see all pinned attributes, then scroll the surrounding sidebar separately to reach other modules (Notes, Tags, etc.).Steps to reproduce:Open any conversation with that company attached Pin roughly 15+ attributes in the Company details module Note the extra scrollbar appearing inside the moduleExpected behavior: the module should expand to fit its pinned attributes, so the whole sidebar scrolls as one — the same way it works with fewer pinned items.

    0
    1 month ago
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