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    3156 Ideas

    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

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    Thomas Hils
    Forum|Forum|2 months ago
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    Julian BurkeNew Participant

    Feature Request| UX Improvement for Back-Office TicketsSubmitted

    Back office tickets should have the ability to be easily re-opened just like normal conversation tickets. Example: if a team-mate replies on a back-office ticket that’s already been marked Resolved/Closed, the ticket should re-open.  The use case would be: Back-office tickets are used to track bugs, so visibility is key at every stage.

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    Forum|Forum|2 months ago
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    Hernando ConeoNew Participant

    Feature Request: Font Size and Color Options in the Inbox Composer for EmailsSubmitted

    Currently, when working inside the shared Inbox, the text formatting options in the reply composer are limited to the basics (bold, italics, etc.). When dealing with complex support tickets, long explanations, or crucial warnings, these basic tools aren’t enough to properly structure information for the customer.The Solution We need Font Size and Font Color selectors added directly to the rich-text toolbar in the Inbox reply composer (where teammates read and reply to conversations).Detailed Use Cases & Why We Need This: Highlighting Critical Information: When customers need to be warned about something important (e.g., "Do not click X before doing Y"), standard bolding often gets lost in a long paragraph. Being able to change the text color to red or orange would immediately grab the customer's attention and prevent user errors. Step-by-Step Troubleshooting: When sending a list of instructions, being able to color-code steps or increase the font size of section headers makes it much easier for the customer to read and follow along without getting overwhelmed. Accessibility and Readability: Not all customers have perfect vision. Sometimes we need the ability to bump up the font size of our replies to accommodate users who need larger text, improving their overall support experience. Brand Consistency: Having access to color tools would allow our support team to use our brand's primary colors for links or headings, making the interaction feel more professional and customized. Current Workarounds & Their Flaws: Right now, to emphasize something, we have to rely heavily on bolding, highlighting, or using ALL CAPS. ALL CAPS can come across as aggressive (like yelling at the customer), and too much bolding just makes the text look cluttered. 

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    Forum|Forum|2 months ago
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    Vicky LabergeNew Participant

    Workflow- Define ticket attributSubmitted

    Hello,We are working with teams that would like tickets to be created automatically for each message. In some use cases, ticket creation would be fully automated. If the customer selects this option, a ticket could be generated automatically and filled with the required information.For this reason, I would like to have the ability to define ticket attributes for these types of automated ticket creation scenarios.

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    Forum|Forum|2 months ago
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    Rachel RudatNew Participant

    Multi-select option in list format - ticket attributesSubmitted

    When creating a new ticket form, you’re currently not able to set up attributes with a multi-select list field. I would like to create a list attribute and choose if I want this to be a multi or single select field. The only workaround currently is to create multiple fields which is not a great user experience and makes reporting cluttered and less straightforward. 

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    Forum|Forum|2 months ago
    Sonal Raval
    Sonal RavalActive User

    Ability to change the naming convention for the Customer Portal (formerly Tickets Portal)Submitted

    I saw that the Tickets Portal has been renamed to Customer Portal in the Help Center recently. Is there any plans to have this naming convention customizable?Customer Portal is misleading since that’s something our customers might call our actual platform so if we reference it in our Help Center or other documentation, that could lead to very real confusion. Tickets Portal was working well for us.

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    Sonal Raval
    Forum|Forum|2 months ago
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    kamiNew Participant

    Intercom integration with HoneycombSubmitted

    We have boards set up in Honeycomb to monitor and review usage on a per customer basis. We would like an integration with Honeycomb that we can optimize so when certain set thresholds or abnormal activity is observed for a customer in Honeycomb, it will send notification to the customer through Intercom. When working with a customer ticket in Intercom, the team member should have the context and quick access to the customers honeycomb board through this integration.  When Fin is handling conversations for an authenticated user, it will have the context if a honeycomb board is available to answer general questions. 

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    Forum|Forum|2 months ago
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    Gabrielle BermanNew Participant

    Ability to duplicate help center or articlesSubmitted

    It would be incredibly helpful to be able to duplicate help centers / articles for easy audience segmentation without having to recreate the entire thing each time. This way I can do a quick tweaking of what I need. 

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    Forum|Forum|2 months ago
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    Lauren PowellNew Participant

    Allow Inbox search to return conversations by company nameSubmitted

    Right now, the Inbox search only returns results based on text inside conversations. If a company name never appears in the conversation itself, searching for that company will return no results — even though the conversation is associated with that company.It would be helpful if Inbox search could also return conversations based on associated company names, not just message content. This would make Intercom feel more like a traditional inbox where you can search by company and still find all related conversations.

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    Forum|Forum|2 months ago
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    Pavlo KyrpatenkoNew Participant

    Native integration with TelegramSubmitted

    Can you finally make a native integration to receive messages from clients via Telegram bots? It is a messenger with 1+ billion of users. Why are you not working on it? Interchat.io stole your profit by making this integration more then 1 year ago

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    Forum|Forum|2 months ago
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    Product YegoNew Participant

    Share conversation attributes between procedures and across the conversationSubmitted

    We are building multiple procedures that need to share data with each other during the same conversation. Today, when a procedure ends, the context it built (amounts, decisions, variables) is not reliably accessible by the next procedure or by Fin in a general conversation turn.Our specific use case:We need to pass the refund amount calculated in one procedure to a second procedure (e.g. a refund/credit dispute procedure) so Fin can tell the rider exactly how much they were compensated without asking again or losing that information.What we are asking for:The ability to write a conversation attribute inside one procedure and read it reliably in any other procedure or general conversation turn within the same conversation for example:compensation_minutes set in a procedure → readable in the refund dispute procedure refund_amount set during a credit step → displayable to the rider later if they askWhy this matters:Without this, we are forced to either cram all logic into one mega-procedure (which causes the re-triggering and idempotency issues we already flagged) or lose context between procedures and give the rider a worse, disconnected experience.

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    Forum|Forum|2 months ago
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    Darjus SaksonConnector

    Sales manager access to conversationsSubmitted

    Hello,would be great to extend light agent rights, and to be able see conversations not only in which there were mentioned.To see customers assigned to them conversations or something similar.Now it expensive to give full license for sales when tool is used only by support team as example in our case, Light agent license is nonsense because can be used only for reporting or similar

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    Forum|Forum|2 months ago
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    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).

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    Forum|Forum|2 months ago
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    BrigitaNew Participant

    Dropped email recipients need proactive visibility (notifications, attribute or conversation reopening)Submitted

    The issueThe new dropped recipients behavior is a sensible safeguard, and I appreciate that the drop reason is now shown in the conversation. The problem is that this is the only signal. A dropped recipient is surfaced passively — a red icon, red text, and a hover tooltip inside the conversation stream — and nothing else happens:No notification or alert to the sender, the assignee, or the team. No attribute set on the contact or the conversation to flag that a drop occurred. The conversation is not reopened, or moved to any view. No event/webhook we can hook automation onto.So unless someone happens to reopen that exact conversation and read the recipient line, the failure is invisible.Why this matters for usThese are not marketing emails. We use Intercom for account and support communication — replies to tickets, account notices, security- and billing-related messages. When one of these silently drops, the customer simply never hears back from us.In practice we only find out one of two ways:By chance, if an agent happens to revisit the conversation and notices the red recipient. When the customer contacts us again asking why we went quiet.Both mean a real delay in getting an important message to the person, and a worse experience for a customer who did nothing wrong (e.g. a temporary "mailbox full" suppression, a bounce that's since been resolved, or a domain block).The frustrating part is that we usually can still reach these people — through chat, or via an alternative contact email on the account — but only if we know the drop happened. Right now we don't.What we'd like to seeAny one of these would help; together they'd close the gap completely:Automatically reopen the conversation when an outbound reply is fully dropped, so it returns to a human instead of sitting closed with an undelivered message. A notification when a drop occurs — to the sending admin and/or the conversation assignee, and ideally configurable at the team/workspace level so it can route to a shared inbox or channel. A contact and/or conversation attribute set on drop (with the drop reason). An attribute would let us build: Filtered inbox views / segments of "messages that didn't deliver" Workflows that reopen, reassign, or tag the conversation automatically Reporting on how often this happens and for which reasons (Nice to have) A retry action once the underlying issue is resolved, instead of having to compose and send a brand-new message.

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    Forum|Forum|2 months ago
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    Iben Falk AndersenNew Participant

    Rename sent chats after sendingSubmitted

    Would be great to be able to change the title of a chat, when it has been sent. Since it would only be visible to the sender for internal purposes, it should not be a problem.

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    Forum|Forum|2 months ago
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    Paul SpencerNew Participant

    Preset Based on FolderSubmitted

    I create dozens of articles with identical settings in Content Type, Fin Audience, Help Center, and Help Center Audience, and they’re all stored in the same folder. It would be great if I could start by selecting the folder and on that basis Intercom would apply the other attributes. It’s basically a template article, but populating some of the main settings instead of the content. 

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    Forum|Forum|2 months ago
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    Jawad SabihNew Participant

    Image Gallery for knowledge base articlesSubmitted

    In most companies, the user interface (UI) is constantly evolving. Currently, whenever the UI of a button changes in our system, we must manually find and replace the corresponding image in every article where it has been used. This process is time-consuming and prone to errors.To address this issue, I propose introducing an Image Gallery feature. This feature would serve as a centralized library of reusable image templates, making it easier to manage and update images in articles. Benefits and Features of the Image Gallery Reusable Image Templates The Image Gallery would function as a centralized repository for commonly used images, similar to a clipboard but specifically for images. A button within the article editor would display a list of available images, allowing users to quickly select and paste them into articles. Simplified Updates Across Articles Updating an image in the Image Gallery would automatically update it in all articles where that image is used. This eliminates the need for users to individually replace images in multiple articles whenever a UI change occurs. Streamlined Workflow By reducing the manual effort required to maintain UI consistency across articles, the Image Gallery would save time, minimize errors, and ensure that all articles always reflect the latest UI changes.

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    dennismortensen
    Forum|Forum|2 months ago
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    Terry Tafari1New Participant

    Allow workflows to branch based on regular Guidance (not just Escalation Guidance)Submitted

    .Currently, the Branch condition in Fin workflows only supports Escalation Guidance — you can branch based on which Escalation Guidance was triggered (e.g. Frustration, Legal escalation, Speak to a Human). Regular Guidance articles are not available as branch conditions at all.For example If Fin handles a conversation using a Guidance (e.g. spam detection), we want to route or deprioritise that conversation differently in the workflow — without it being treated the same as a other messages in the workflow. There's currently no way to detect or act on when regular Guidance was used. Add the Branch condition dropdown to include regular Guidance articles alongside Escalation Guidance, so teams can build more granular routing logic based on how Fin actually handled the conversation.

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    Forum|Forum|2 months ago
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    Gil GoldenbergNew Participant

    [Feature Request] Add support to switch workspace in iOSSubmitted

    Hi,On iOS SDK there is no ability to switch workspaces - vs. Android SDK where you have such ability (documented here: https://developers.intercom.com/installing-intercom/android/using-intercom#change-workspace:~:text=the%20Android%20SDK.-,Change%20workspace,-Kotlin`changeWorkspace(apiKey: String?, appId: String?)`

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    Forum|Forum|2 months ago
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    OmnisNew Participant

    Add Quick Links support to the Intercom mobile appSubmitted

    It would be very helpful if the Intercom mobile app supported the same Quick Links functionality that is available in the Intercom web app.Currently, our support team often needs to copy a User ID from the Intercom mobile app, then manually open our own website/admin panel to find the related user profile. This works, but it adds extra steps and slows down mobile support workflows.In the Intercom web app, Quick Links make this much easier because agents can open related user/profile links directly from the conversation or user context. Having the same functionality in the mobile app would allow agents to quickly access relevant external user profiles without copying and pasting IDs manually.This would help: Improve mobile support workflows Reduce manual copying and pasting Save time for support agents Make the mobile app closer to feature parity with desktop Improve the experience for teams that handle support while away from desktop Please consider adding Quick Links support to the Intercom mobile app.

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    Forum|Forum|2 months ago
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    Dustin EllisNew Participant

    Slack notifications for individual agentsSubmitted

    We’d like to have individual agent Slack notifications for when a conversation is assigned. This would help cut down on noise in our Slack channel, and allow our team to meet critical SLAs.

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    Forum|Forum|2 months ago
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    Julian BurkeNew Participant

    Feature Request: UI changes to Enhance Ticket DifferentiationSubmitted

    Currently, navigating between different Intercom ticket types (chat, phone, email) is confusing and unintuitive. We’re hoping to see UI changes that leverage more intuitive visual design principles. One possible low-lift suggestion could be as simple as implementing different color-coding for each unique channel (ex: Green border on Intercom window for chat contacts, orange for emails, etc). 

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    Forum|Forum|2 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Colors for different ticket typesSubmitted

    It would be an enhancement in user experience if it would be possible to set background colors to the different ticket types. We have teams that process both customer tickets and back-office tickets and it is now sometimes confusing for them, because there is only a slight difference in what they see. If we could put a background color for example to back-office tickets, that would help them make the distinction between the different types.

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    Forum|Forum|2 months ago
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    Jane TangNew Participant

    Domain Redirect feature: Make Help Center redirects follow the article ID (so title changes don’t require new redirects)Submitted

     Right now, "Manage redirects" works as a simple path-to-article mapping (a manually entered URL is matched to the destination article)It would be a big quality-of-life improvement if redirects could be anchored to an article ID instead. That way, the redirect would automatically follow the article no matter how many times the title changed previously — reducing manual maintenance and preventing broken links from slipping through.Here's a real example of why this matters:Article 1 Title: Example Company 101 (Some customers bookmarked this link)Article 1 Title updated to: Learn More About Company 101 (Other customers bookmarked this new link)New article published: Article 2 — Company 101 AI OverviewUser needs to create two redirect since it is required to enter the full URL.Because redirects aren't ID-based, this situation ends up requiring two separate redirect URLs for essentially the same article — just because the title changed. And since title changes aren't always tracked closely, it's easy for old links to break without anyone noticing.Tying redirects to article IDs would solve this cleanly and make the whole system much more resilient to the natural evolution of article titles over time.

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    Forum|Forum|2 months ago
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    Webbas teamNew Participant

    Feature Request: Stable Article URLs and Redirect SystemSubmitted

    Currently, when we edit article titles in the help center, the URL automatically updates to match the new title. This breaks all existing links to that article across our ecosystem, including:Article cross-references External website academy links to our articles in helpcenter Email automation sequences directing to articles in helpcenter Any other systems linking to our help centerRequested Solution:URL Persistence: Keep article URLs stable when titles are edited, similar to how website platforms handle page URLs Manual URL Control: Allow manual editing of article URLs when needed Redirect System: Automatically redirect old URLs to new ones when URLs are manually changedBusiness Impact:For organizations with extensive linking systems (cross-references, external websites, email automations), title changes create significant maintenance overhead. We make regular title updates for clarifications, spelling corrections, and content improvements as our platform evolves, making this a frequent pain point.Current Workaround:None available - we must manually track and update all links across multiple systems whenever we edit article titles.

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    Forum|Forum|2 months ago

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