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    juan.uribe_nueNew Participant

    Conversation Transcript Download - non-creator userSubmitted

    Allow users and participants on Tickets to download transcripts, not just the Ticket/conversation Creator. Provide a feature or configuration setting to turn this On/Off. We have organizations where multiple users have access to their conversations and Tickets and are requesting for anybody within their organization to be able to download the transcript for their own documentation and audit purposes. Thanks

    0
    2 months ago
    ArkadyNew Participant

    Add full conversation priority levels (None, Low, Medium, High, Urgent) to the API and WebhooksSubmitted

    Intercom recently changed from Star mark on chats to a five-level conversation priority scale in the Inbox and automation tools: None, Low, Medium, High, and Urgent. It works great in UI for inbox and available in workflows. However, the REST API and Webhooks only exposes a binary priority field with values priority or not_priority. This makes it impossible to align conversation priority with external systems and use the full native five-level scale. Request: extend the API and Webhooks to return and accept the full priority levels (None, Low, Medium, High, Urgent) so integrations can match the native Inbox priority model, without the need for additional custom attribute.

    0
    2 months ago
    Erin KActive User

    Would love the ability to close certain conversations but not send CSAT score.Submitted

    Would love the ability to close certain conversations but not send CSAT score.

    12
    2 months ago
    Laura CelentanoNew Participant

    Conversational support funnel - Fin inclusionSubmitted

    Can you please add Fin into the Conversational Support Funnel? So we can see from start to finish how customers are being supported? Right now there’s no Fin involvement visibility

    0
    2 months ago
    Shane MoriahNew Participant

    Conversation attributes now collapsed previews instead of fully displaying?Submitted

    It seems there was a UI change recently that made all sidebar conversation attributes show only a few characters of preview and force you to click into each one-by-one to get the actual data inside. This is a big time drag when those fields get auto-populated for conversations and cannot be read by a support agent at a glance without clicking in and out of lots of individual fields. There doesn’t appear to be any way to go back to the old view where the fields were expanded by default. When did this happen, and can a configuration be added either globally or per field to have it fully expanded in the sidebar by default for ease of use on key fields? 

    7
    Aleksei O
    2 months ago
    Ivan HavrylinNew Participant

    Make the possibility to select channels for Email notification, so they are not sent in all channels you haveSubmitted

    I want to be able to select which channels the Email notifications will work for; right now, I can only turn it on and off for the whole Workspace.Recently you added the Telegram channel, and the Email notifications are sent EVERY TIME if the user doesn’t reply quite fast, and this is very annoying and inconvenient.Also, there is another issue because of this: when the notification is sent, the channel is switched to Messenger(according to your support reply), and the Workflows with Telegram channel don’t trigger anymore, so there is basically no way to set up any Workflows for the Telegram channel with the convenience that they will work at all. 

    0
    2 months ago
    Clémence LiquoisNew Participant

    Automatic Translation of Help Center ArticlesSubmitted

    Today, it is possible to easily translate content within conversations. However, the translation of Help Center articles is still not automated.This limitation creates a significant workload, especially when managing multiple languages in the Help Center.In the age of AI and given the rapid evolution of your tools, it feels surprising that automatic translation of Help Center content is not yet available. Introducing this feature would provide major benefits in terms of time savings, consistency, and overall efficiency.

    8
    Sabina
    2 months ago
    ImmortalNew Participant

    Add date to Operator chatsSubmitted

    Please add a date to Operator chats so we can easily see when a conversation with an Operator took place.For example, we need to perform a monthly check and currently have no convenient way to determine when we last contacted an Operator. Being able to see the date of each Operator chat would make this much easier.This could also be useful for other use cases where we need to track the history or frequency of Operator conversations.

    0
    2 months ago
    ImmortalNew Participant

    Switch between Monitors while reviewing a conversationSubmitted

    Currently, the same conversation can appear in multiple Monitors. Sometimes this is expected because a conversation is relevant to several evaluation criteria, while in other cases it may appear in a Monitor but not actually meet its criteria.When reviewing a conversation in one Monitor, I’d like to be able to switch to another Monitor and evaluate the same conversation against its criteria, without having to leave the conversation, open another Monitor, and search for the conversation again.A “Switch Monitor” dropdown/button would make this much easier. It could show the Monitors where the conversation is available and allow us to immediately switch the evaluation context.This would be especially useful for teams that use multiple Monitors to evaluate different aspects of the same conversations.

    0
    2 months ago
    Jonathan MateusNew Participant

    Keep mentions as "seen" instead of disappearing from the Mentions inboxSubmitted

     Currently, when a teammate views a mention (@mention) in the Inbox, it disappears from the Mentions section entirely.  This creates a real risk of losing track of important conversations where you were mentioned. Our request is to change this behavior so that:1. Viewed mentions remain visible in the Mentions section, marked as "seen".2. Mentions are only removed from the list when the teammate explicitly dismisses them.3. There is a clear visual distinction between unread and seen mentions. This is critical for teams that rely on @mentions for internal collaboration and handoffs. When a mention disappears after being seen, there is no reliable way to go back and find the context of why you were mentioned — especially in high-volume inboxes. Expected behavior: Mentions should persist and be marked as "read/seen," not deleted from view. Current behavior: Mentions disappear once viewed, making them impossible to recover without searching manually. Thanks  

    0
    2 months ago
    BreeNew Participant

    Allow undoing the thumbs up / thumbs down feedback in Fin conversationsSubmitted

    Agents sometimes accidentally click the thumbs up or thumbs down feedback in Fin conversations. Once submitted, the rating can’t be changed or removed. It would be helpful to add an option to undo or edit the feedback after it’s been submitted.

    0
    2 months ago
    Jaime Del Prado AbrilNew Participant

    Preview of filled WhatsApp template before sendingSubmitted

    When sending WhatsApp templates with variables, there is currently no way to preview the fully rendered message before it is sent. After assigning variables, users still only see the template with placeholders.It would be very helpful to have a filled preview that shows the exact message that will be sent after variables are replaced. This would make templates much safer to use when communicating with clients.

    0
    2 months ago
    Amelia JohanssonNew Participant

    Duplicates filter when sending emails.Submitted

    I’ts quite usual for us that user duplicates is created in Intercom. But PLEASE make it possible to sort out duplicates by email address. There can’t be a single person who needs the same email, to the same email address at the same time. Just give us an option to avoid duplicates when setting an email live “send to each email address once” or something like that instead of sending to each user as a standard. 

    0
    2 months ago
    BenSoloNew Participant

    Suppressing Escalation Text over EmailSubmitted

    We are looking to dynamically update FIN attributes on every single customer reply. To do this we pass conversations through a workflow where FIN is present every time a customer sends a new message. We use escalation rules to ensure that the conversation remains assigned to a rep. However, FIN sends generic escalation text. This is confusing for the customer and ideally we’d be able to suppress this text.Sharing as a feature request

    0
    2 months ago
    AchiniNew Participant

    Improve trend indicator for “Median ticket time to resolveSubmitted

    Currently, the Median ticket time to resolve metric shows the comparison change in green when the resolution time has increased compared with the previous period.For resolution time, an increase is generally a negative trend, as tickets are taking longer to resolve. However, the green indicator can make it look like an improvement.Suggestion:Could the trend indicator consider whether an increase or decrease is positive for the specific metric?For Ticket time to resolve:↓ Lower resolution time → Green / positive ↑ Higher resolution time → Red / negativeThis would make the dashboard easier to interpret at a glance and better reflect actual support performance.

    0
    2 months ago
    TonyFNew Participant

    Simple, brand-aware one-off email sending — pick a brand, see the signature/logo before sendingSubmitted

    We run a multi-brand support operation (several brand identities under one workspace), and sending a single branded email to one customer is currently more complicated than it needs to be, especially compared to other helpdesk tools we've used previously.Today, there are two ways to send a one-off email to a customer, and neither one gives a simple "pick the brand, see the correct branding, send" experience:Contacts → New conversation → Email — this is genuinely the simplest composer (no title, no draft/set-live state), but the brand-specific signature/logo is only applied invisibly at send time, based on whichever Brand happens to be set on the conversation. There's no live preview of the branding before sending, and the "From" address has to be manually matched to the intended brand — it's easy for these to get out of sync (we caught this ourselves live: a conversation's Team Inbox was set to one brand while the From address defaulted to a completely different brand). Outbound → Messages — this does let you build a branded template and see the logo/branding before sending, but it's built for campaigns: every message requires a title, has a Draft/Set live state, and needs a Fixed audience set up even to reach a single person. This is a lot of unnecessary overhead for what is really just "send this one customer a branded email right now."Requested feature: a simple one-off email flow (like option 1 above) that lets the sender pick which brand they're sending as, and then shows a live preview of that brand's logo/signature directly in the composer before sending — without needing to build or select a full Outbound campaign template, set a title, or manage a draft/live state. Effectively, we're asking for the branding-preview strength of Outbound templates combined with the simplicity of the one-off Contacts/Inbox composer.For businesses operating under different regulatory obligations per brand, this also isn't just a cosmetic issue — a customer receiving the wrong brand's identity on a confirmation email is a real compliance risk, not just an inconsistent-look problem.

    0
    2 months ago
    ImmortalNew Participant

    Add date to Operator chatsSubmitted

    Please add a date/timestamp to Operator chats so we can easily see when a conversation with an Operator took place.For example, we need to perform a monthly check and currently have no convenient way to determine when we last contacted an Operator. Being able to see the date of each Operator chat would make this much easier.This could also be useful for other use cases where we need to track the history or frequency of Operator conversations.

    0
    2 months ago
    Emily BernknopfNew Participant

    Snoozing Cases for OthersSubmitted

    Hey team, Some members of our team have cases un-snooze after their work day. People go in and snooze the cases again however, we just learned that when you snooze a case for a specific time, it snoozes it in your time zone and not the time zone of the person the case belongs to.Is it possible to change this so that it always defaults to the time zone of the case owner rather than the person snoozing it on their behalf?

    0
    2 months ago
    Emily BernknopfNew Participant

    Feature Requests for ScorecardsSubmitted

    Hey team,Our support team have recently implemented Intercom Scorecards. I know this feature is in Beta, so I will preface this with hoping some of these features are coming soon. However, Customer Success wants to utilize the Scorecard they have implemented and found the following issues:When creating a new scorecard and adding existing scorecard criteria - if you make any edits to that existing criteria it changes any scorecard with that criteria - rather than allowing you to have a version of the same criteria. Some of the settings when using the same criteria do not automatically copy (rating reasons) meaning that you have to manually go in and set this up, when it should copy ALL existing settings. It would be great to be able to just duplicate and rename a scorecard rather than having to create a new one, and then copy the settings (that don’t all copy over). It’s very confusing. I would also like the ability to save view in the Scorecard so that I don’t have to filter each time. I would also like the ability to filter by Inbox rather than just reviewees.Thank you!

    0
    2 months ago
    Erin KActive User

    Ability to Duplicate ArticlesSubmitted

    I would love the ability to duplicate articles. We have features within our application that everyone has access to, but it’s a little bit different based on which product they have. I am going to create Help Center content that is geared toward audience rules, but it would save me a lot of time to be able to duplicate and then only change things that need to be changed based on the next audience type. 

    8
    Pierre G
    2 months ago
    Pierre G
    Pierre GActive User

    API: Add Folders to Macro SCHEMASubmitted

    The Macro schema does not currently expose folder information, which prevents macro folders from being used as programmatic identifiers.For example, we organize sales-related macros in a Sales folder. To build a dashboard for those macros today, we must hard-code every macro ID. Adding or removing a macro then requires a code change. Please add a folder_id to the Macro schema. This in turn will make it available in the Retrieve a Macro and List All Macros endpoint responses. With that, consumers could simply:Retrieve all macros Filter by folder_id (for example, 1234 for Sales)This would make macro integrations easier to maintain and enable more flexible filtering, especially if a Macro search endpoint is added in the future. 

    0
    Pierre G
    2 months ago
    Melissa FoxNew Participant

    Improve @Mention Search Filtering When Typing User NamesSubmitted

    The @mention search functionality does not appear to continuously filter results as more characters are typed. For example, entering @Maria M still returns many unrelated names. The search should progressively narrow results and prioritize the closest matches based on the full text entered.

    0
    2 months ago
    User356New Participant

    Keep the original customer message easily accessible in mobile ticket threadsSubmitted

    Hi,On mobile, tickets do not show the ticket title or description anywhere in the ticket view. This makes it impossible for operators to understand the customer’s request without switching to the web Inbox.It would be very helpful if the mobile ticket view showed the ticket title and description, so agents can quickly understand the context and reply correctly on the go.Thanks.

    0
    2 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Add tables in replies and notesSubmitted

    At this time it is not possible to add a table in an email reply or note.We are currently migrating from Zendesk to Intercom and our teammates used to add tables is about half of their communications. So this is a big gap in the Intercom functionality.

    5
    Pamela Van Gasse
    2 months ago
    TJBConnector

    Pointless User panel changeSubmitted

    Thanks for introducing a completely pointless feature where email address is now the ONLY field within User panel I CAN’T double-click to ctrl+C.  Incidentally, the one field which most benefitted from that functionality.  Having to click once > then double-click a hoverbox / navigate to a tiny [+] to copy via click, was clearly not implemented by anyone who has to use the User panel daily.  What a waste of time, why would you do that?

    0
    2 months ago
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