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

    3155 Ideas

    Daniel Rönnberg
    Daniel RönnbergActive User

    Hide unused Fin roles in content settingsSubmitted

    We only use Fin for Service, but when managing which roles content should be used for, Sales, Service, and Ecommerce are all shown as options. I can turn Sales off, but Service and Ecommerce appear to be linked, meaning Ecommerce cannot be turned off without also turning off Service. Likewise, turning Service on also turns Ecommerce on.From a user perspective, this is confusing because it looks like these roles can be managed independently, even though they cannot. Since we don’t use Fin for Sales or Ecommerce, I’d ideally like the option to hide or disable those roles entirely from our workspace, or at least have clearer UI messaging explaining that Service and Ecommerce are linked.The current setup creates unnecessary friction when managing content because I have to keep seeing and accounting for roles that are not relevant to our use case. It also makes the settings feel more complex than they need to be for teams that only use Fin for support/service.Suggested improvements: Allow admins to hide or disable unused Fin roles at workspace level. Allow Service and Ecommerce content settings to be managed independently. If they must remain linked, make this explicit in the UI before users try to toggle them. Consider simplifying the content management experience for teams that only use Fin for Service. This is not blocking us from using Fin, but it adds avoidable confusion and makes content governance harder than it needs to be.

    0
    Daniel Rönnberg
    Forum|Forum|1 month ago
    A
    annacarvNew Participant

    API articlesSubmitted

    We have all /knowledge/ files being picked up by a github action which pushes our articles to intercom. When we create the article on intercom we'll get an ID, which we'll then add to that document's frontmatter so updates can be pushed to the correct article on intercom also.Two gaps remain:the api doesn't offer a way to specify the visibility of the articles, so that will be a manual step upon creation. the api also doesn't let you specify a destination folder. I think this is just a thing for humans (i.e. the ai will see the doc no matter what) but it would be nice to organise the files better.any chance of these gaps being implemented?

    0
    A
    Forum|Forum|1 month ago
    S
    Sebastian KreutzNew Participant

    Increase "Before SLA breach" Lead Time or make it adaptableSubmitted

    We would highly appreciate it if the 'Before SLA breach' lead time could be increased or made customizable. The current 1-hour notification is simply too short for our workflow. Ideally, we would like the flexibility to set a lead time of up to 10 days, or a dynamic trigger at 70% of the initial SLA duration, which is standard functionality in many other support tools.Thank you for looking into this!

    0
    S
    Forum|Forum|1 month ago
    S
    Sara BodellNew Participant

    Allow customization of subject lines for automatic email notifications from chat conversationsSubmitted

    Description:Currently, when chat messages haven't been seen in the Messenger after 3 minutes, Intercom automatically sends email notifications to customers. These emails use the first line of the chat conversation as the subject line, which often results in:Random, unprofessional subject lines Truncated text that cuts off at awkward points Inconsistent branding that makes emails hard to identifyRequested Feature:Add the ability to customize the subject line for these automatic email notifications, either by:Setting a consistent default subject (e.g., "Commusoft Chat Summary" or "New Message from [Company Name]") Using the subject field that's already available when composing new chats Providing a template system for dynamic subject linesBusiness Impact:This would help customers easily identify and prioritize chat-related emails, reducing the risk of missed communications and improving overall customer experience.

    2
    X
    Forum|Forum|1 month ago
    Siobhan
    SiobhanNew Participant

    View or audit what’s stored in Operator’s workspace memorySubmitted

    Workspace members should be able to view and edit the shared memory that Operator uses (e.g. tone of voice, style guides). At the moment, this context isn't visible or editable by the team, which makes it harder to keep it accurate and up to date, and leads to duplicated effort when different team members try to recreate or adjust the same guidance.Giving teams visibility into this shared memory, and the ability to update it, would reduce repetitive work and give everyone clearer insight into how Operator's output is shaped, supporting better collaboration across team members who share responsibility for its performance.

    0
    Siobhan
    Forum|Forum|1 month ago
    H
    Hannah JoyNew Participant

    Feature request: Add a "delete" option for archived MonitorsSubmitted

    Current behaviour: Monitors can only be archived. Once archived, the only available action is to restore them.Requested change: From the archive, allow users to either restore or permanently delete a Monitor.Why: Without a delete option, the archive accumulates Monitors indefinitely, including test items and other monitors that are no longer needed. Over time this creates clutter and makes the archive harder to manage.A delete option would let us clear out items we genuinely don't need, keeping the archive clean and relevant.

    0
    H
    Forum|Forum|1 month ago
    C
    Chelsea NobiloNew Participant

    Allow multi-participant merging of ticketsSubmitted

    Currently merging of tickets (or conversations) with multiple participants isn’t allowed. This means that you have to link tickets via a note instead. It would be ideal to allow these to be merged as is the case for single-participant tickets to avoid unnecessary duplication.

    0
    C
    Forum|Forum|1 month ago
    C
    Christian OsmundsenNew Participant

    Calculate recontact rate after (assumed) AI resolutionReleased

    Hello Fin team,It's easy to go a little blind on resolution rates, since what really matters is what the customer believes is the truth. Fin will calculate an assumed resolution if a customer stops replying to the thread and leaves. Although this is quite common in the SaaS industry, it is also not a very safe indicator that the issue was in fact resolved. Even for confirmed resolutions, it may be that the customer thought it was perfect and confirmed, but later found that this was actually not the resolution anyway. To get a better picture of this, please consider this feature request for reporting:Any lead or user who does not only reopen a previous conversation (this can already be done in reporting), but opens a new conversation within X time (a variable that we should be able to select), is considered a recontact. The combination of AI resolution together with low recontact rate is dynamite, and far stronger than just showing off with a high AI resolution alone. Thanks,Christian Osmundsen, Deliverect

    3
    I
    Forum|Forum|1 month ago
    E
    Emma BrownellNew Participant

    Unpinning a Report FolderSubmitted

    Unpinning a report folder should not apply to all workspace users, it should only apply to the current user. Similar to how when a teammate unpins an inbox, it only applies to teammate.

    0
    E
    Forum|Forum|1 month ago
    F
    Faye AdminNew Participant

    Expand Conversations API to Include Inbound TranslationsSubmitted

    At the moment, the GET Conversations endpoint supports returning translated text for outbound communications only via the “include_translations=true” query.It would be great if this could be expanded to include inbound communications as well.

    0
    F
    Forum|Forum|1 month ago
    J
    Julian BurkeNew Participant

    Feature Request| Tag Logging Visibilit`y in EventsSubmitted

    We need a way to be able to tell who applies tags and when. Making that information visible in the event logs would be extremely helpful.Additionally, this and other conversation events should have the ability to be pulled via API. I will submit a second topic for the API feature request.

    2
    C
    Forum|Forum|1 month ago
    A
    Adam DudaNew Participant

    Operator status/availability as condition in workflowSubmitted

    Hello everyone, I was setting up some Workflows and wanted to make a fallback for when none of our operators are online. However, I noticed there isn't a condition to check the online/away status of teammates. I think adding this would be really useful! 

    0
    A
    Forum|Forum|1 month ago
    D
    Daniel_VenterraSIMNew Participant

    Make Workflows available as a paid add-on for Essential customersSubmitted

    As an Essential customer, I completely understand that some advanced features should remain exclusive to higher-tier plans.However, Workflows feel less like an advanced feature and more like a core part of running a modern support team. Simple automations such as sending an inactivity reminder, automatically closing inactive conversations, assigning conversations, or triggering basic actions are fundamental support capabilities.Upgrading from Essential to Advanced just to access Workflows is a significant price jump, especially for startups and small businesses that don't need the additional Advanced features.A great compromise would be to offer Workflows as an optional paid add-on for Essential customers.This would:Give small businesses access to essential automation without forcing a full plan upgrade. Create an additional revenue stream for Intercom. Allow growing companies to adopt automation earlier while still leaving Advanced and Expert plans attractive for their additional capabilities.I believe this would make Intercom much more accessible to startups while benefiting both customers and Intercom.

    0
    D
    Forum|Forum|1 month ago
    A
    Ana BahrConnector

    Remove a schedule from an article - unscheduleSubmitted

    I have created a draft of a published article and scheduled the draft to be published on July 1st. My product manager has asked me not to publish it. I can’t find any way to remove the schedule. The only option is to push the publish date out as far as possible OR publish the draft and then use the version options to return to the prior version. Shouldn’t there be an “unschedule” option? 

    0
    A
    Forum|Forum|1 month ago
    M
    Maddy SimonseNew Participant

    paragraph indentation in help articlesSubmitted

    It would be great to add the ability to indent paragraph text within the help article builder. It would be helpful to add this to the main article, collapsible links, etc. 

    0
    M
    Forum|Forum|1 month ago
    S
    SaigeNew Participant

    Ability to save Dataset Exports for future useSubmitted

    I run various dataset exports and each time, I have to go back in and reselect which fields I need.  It would be nice to be able to save these so I can reuse them regularly.  I have custom date frames so I can’t use the scheduling option plus I often need to run them on demand.  

    0
    S
    Forum|Forum|1 month ago
    Rachel M12
    Rachel M12Connector

    Enhanced Date Picker in ReportsSubmitted

    Can you please introduce more options when it comes to picking date ranges for reports? Last Week option Last Month option Last Quarter option (selects the previous complete 3 months) Custom date picker, where you can have an easier calendar option to select the start and end date which allows dynamic selection where you can change the date/month/year separately rather than manually scrolling back month by month to the chosen date OR you can type the date as a shortcut An option for choosing XX days/weeks/months in the past An ‘All Time’ option

    1
    D
    Forum|Forum|1 month ago
    E
    Evie LynchNew Participant

    Show exact message date/time in the inbox instead of only relative timeSubmitted

    Currently, the Intercom inbox displays message timestamps as relative time (e.g. “31 minutes ago” or “14d”). The exact date and time is only visible when hovering over the channel icon next to the message.It would be helpful to add a setting that allows the inbox to always display the full date and time (e.g. “Jun 24, 2026, 10:14 AM”) instead of only the relative format. This would make it easier to quickly see when messages were sent without needing to hover.

    0
    E
    Forum|Forum|1 month ago
    L
    Luke CaporaleNew Participant

    Ticket email notifications use chat's first line instead of ticket number and subject lineSubmitted

    Description:Currently, when chat conversations are converted to tickets, Intercom's automatic email notifications continue to use the first line of the original chat conversation as the email subject line. This creates several problems:Generic, near-identical subject lines across all ticket emails, since they all pull from similar opening chat messages. Truncated or awkward text that cuts off mid-sentence. No reference to the ticket itself or ticket #, so customers cannot tell which ticket an email relates to.The result is that every ticket email looks the same in a customer's inbox, making it very difficult for them to track, manage, and prioritize their open tickets.Requested Feature:Add the ability to customize the subject line for email notifications tied to tickets, so that each subject line includes:The ticket number (e.g., "[Ticket #12345]") A meaningful ticket description or title, rather than the first line of the chatIdeally this would be supported through one of the following:A template system for dynamic subject lines (e.g., "[Ticket #{{ticket_id}}] {{ticket_subject}}") Pulling from the ticket's existing subject/description field rather than the chat's first line A configurable default format that applies to all ticket-related email notificationsBusiness Impact:Distinct, ticket-aware subject lines would let customers immediately identify which ticket each email concerns, search their inbox by ticket number, and prioritize responses accordingly. This reduces the risk of missed or overlooked communications and meaningfully improves the customer's ability to self-manage their support tickets via email.Note: this request is related to to the below idea but is not identical. 

    0
    L
    Forum|Forum|1 month ago
    L
    Luke CaporaleNew Participant

    Ticket email notifications use chat's first line instead of ticket number and subject lineSubmitted

    Description:Currently, when chat conversations are converted to tickets, Intercom's automatic email notifications continue to use the first line of the original chat conversation as the email subject line. This creates several problems:Generic, near-identical subject lines across all ticket emails, since they all pull from similar opening chat messages. Truncated or awkward text that cuts off mid-sentence. No reference to the ticket itself or ticket #, so customers cannot tell which ticket an email relates to.The result is that every ticket email looks the same in a customer's inbox, making it very difficult for them to track, manage, and prioritize their open tickets.Requested Feature:Add the ability to customize the subject line for email notifications tied to tickets, so that each subject line includes:The ticket number (e.g., "[Ticket #12345]") A meaningful ticket description or title, rather than the first line of the chatIdeally this would be supported through one of the following:A template system for dynamic subject lines (e.g., "[Ticket #{{ticket_id}}] {{ticket_subject}}") Pulling from the ticket's existing subject/description field rather than the chat's first line A configurable default format that applies to all ticket-related email notificationsBusiness Impact:Distinct, ticket-aware subject lines would let customers immediately identify which ticket each email concerns, search their inbox by ticket number, and prioritize responses accordingly. This reduces the risk of missed or overlooked communications and meaningfully improves the customer's ability to self-manage their support tickets via email.Note: this request is related to to the below idea but is not identical. 

    0
    L
    Forum|Forum|1 month ago
    J
    Jenna KNew Participant

    Document TranslationSubmitted

    It would be great if Fin could automatically translate document content in conversation. This would eliminate the need for external resources.

    0
    J
    Forum|Forum|2 months ago
    D
    DebraNew Participant

    See one metric as a percentage of a separate metric in reportsSubmitted

    Hi all, below is my specific use case, but I think this type of report would also benefit others using different metrics to me.For us, I’d love to track the percentage of all rated conversations that receive a remark. We believe that this is a measure of the conversation being even more impactful & meaningful. I’d love to track this over time to see whether we manage to increase the % of remarks. Currently, I can create a report showing absolute numbers (conversations with a rating Vs conversation ratings with a remark), but since the number of ratings also changes over time, it’s more helpful to see the percentage. I’d also like to compare the percentage between teammates. Ideally, we’d also see those percentages broken down into each of the CSAT levels e.g. one for 5/5 CSAT, one for 4/5 CSAT etc. In the screenshot below,  what I’d want to see is the yellow as a percentage of the blue. If you only track one metric, you can go to Options > Show Relative Values, but this option disappears once you add a second metric. Let me know if anyone needs further explanation! 

    1
    A
    Forum|Forum|2 months ago
    A
    Anurag JoshiNew Participant

    Add a metric for reopen conversation percentageSubmitted

    It will be great to have a metric to plot the trend of the “percentage” of reopened conversation over a period of time. This is a key metric to judge the quality of resolution in the first instance itself.

    0
    A
    Forum|Forum|2 months ago
    Thomas Hils
    Thomas HilsNew Participant

    Add support for brand based variable content in knowledge base articles to improve white-label/multi-brand use casesSubmitted

    We offer a white-labeled help center for some customer implementations. The vast majority of the content in these articles (should be) identical, except displaying a different brand name (which lives in Intercom already) or an alternative screenshot that captures that specific brand identity. In it’s current state, we must maintain duplicate articles for all of this content creates a significant burden in manual efforts required to keep these articles in sync, and introduces more possible failure points where it’s possible for data to fall out of sync.The ability to write one article that references {{brand.name}} and to attach individual screenshots to {{brand.name}} would be an incredible improvement to this experience for us, and reduce a significant amount of manual work to keep these different knowledge base articles in sync.In an ideal world it’d be possible to flag certain blocks of content as brand-specific, so that even situations in which there is variable content or minor differences between brands we could still maintain one primary article.Alternatively, a reverse version of this where content could be defined in blocks that could be referenced in different articles would help accomplish some of this. Content that is universal can be defined as one of these blocks and individual articles could reference this primary content. Changes made to the primary content would then reflect back on each brand-specific item, where any brand specific content would live. 

    0
    Thomas Hils
    Forum|Forum|2 months ago
    Thomas Hils
    Thomas HilsNew Participant

    Preserve supported markdown formatting when pasting into composerSubmitted

    Often we have content that is formatted in Markdown that we’d like to paste into Intercom to be sent as a reply to a customer. It’d be great if pasted markdown formatting was preserved where that formatting is supported by Intercom. A quick test gave me these results:Not preserved on paste:Bold: **text** Italic: _text_ and *text* Strikethrough: ~~text~~ Inline code: `text` Code block: triple backticks Heading: # (H1) and ## (H2) Blockquote: > text Bulleted list: - item and * item Numbered list: 1. (pastes as plain text, not a styled list)Already handled correctly on paste, for contrast:Markdown link [label](url) renders as a clickable link Single line breaks and blank lines between paragraphs are preserved

    0
    Thomas Hils
    Forum|Forum|2 months ago

    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