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    3155 Ideas

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    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?

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    Forum|Forum|4 days ago
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    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!

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    Forum|Forum|4 days ago
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    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. 

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    Pierre G
    Forum|Forum|4 days 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. 

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    Pierre G
    Forum|Forum|4 days ago
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    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.

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    Forum|Forum|4 days ago
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    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.

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    Forum|Forum|4 days 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.

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    Pamela Van Gasse
    Forum|Forum|4 days ago
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    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?

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    Forum|Forum|4 days ago
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    Patrick Payne (he/him/his)New Participant

    Merge ConversationsReleased

    Hey there, I would really like to be able to merge conversations. is that on the roadmap yet?

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    Forum|Forum|4 days ago
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    Jack BrainardNew Participant

    Add in ability to build a workflow off of how many chats a user has previously hadSubmitted

    I was hoping to be able to set up a workflow to better identify when we have a first time chatter reach out. Ideally it would be something like; previous chats = 0 if so apply a note to the chat stating that this is a new user chatting in for the first time. 

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    Forum|Forum|4 days ago
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    Mor CohenNew Participant

    Silence Escalation from Fin to a Human AgentSubmitted

    Hey, There are many cases where we use Fin as the AI classifying tool and not necessarily as an agent that should react in the conversation. However, currently there is not an option to “silently” have Fin handover the conversation to a human agent, since Fin is always by default sends an handoff message. I would appreciate if this would be changed and we would be able to control if this message appears or not.  Thanks

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    Forum|Forum|4 days ago
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    ArvidNew Participant

    Work-Hours-Based Ticket TimeSubmitted

    For teams such as second-line support, where tickets are often escalated to other departments, metrics such as Ticket Time to Resolve may not accurately reflect the team’s performance. A significant portion of a ticket’s lifecycle can be spent waiting for another team to investigate or provide a resolution.Because of this, metrics such as Time in Submitted and Time in Progress can be more useful for measuring how efficiently a team handles the work within their own scope. However, these metrics currently include time outside of working hours, making it difficult to use them for accurate performance reporting and goal setting.Having the option to exclude work hours for these types of metrics could be particularly useful for second-line support teams and other teams where tickets are frequently handed over or escalated internally. It would enable more accurate reporting, benchmarking, and performance targets based on the time a team is actually expected to be working on a ticket.

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    Forum|Forum|4 days ago
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    Caitlyn DrybroughNew Participant

    Add Ability to Edit Sent MessagesSubmitted

    Hi there, It would be a huge advantage to be able to edit sent messages to customers through Intercom Messenger. If a mistake is made, then you have to delete the message which is displayed that it has been deleted to the user, it’s not ideal at all. There are countless times it has been mentioned in our organization that we need the ability to edit the messages and we are surprised it’s not already a feature.  Hopefully this is something that can be added.  Thank you, Caitlyn 

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    Forum|Forum|4 days ago
    Daniel Acevedo
    Daniel AcevedoNew Participant

    Per-teammate email sender identity and signature settingsSubmitted

    We would like more granular control over how individual teammates are presented to customers when sending emails from Intercom.Currently, teammates may need to communicate from different email addresses or inboxes depending on the type of request. For example, a VIP teammate may sometimes send from a dedicated VIP/Loyalty address, while at other times they may need to use a general Support address.At the moment, the customer-facing identity cannot be configured independently enough for each teammate or sending context. This can result in the same teammate being presented with an identity, role or signature that does not accurately reflect the context of the email being sent.Ideally, admins should be able to configure customer-facing email identity settings at one or more of the following levels: Individual teammate Team or Inbox Sender email address This could include: Display name or alias Team or role label Email signature Brand presentation Where possible, the correct identity and signature should be applied automatically based on the sender address or Inbox being used.This would allow teams such as VIP, Customer Relations and general Support to work within the same Intercom workspace while maintaining an accurate and professional customer-facing identity for each type of communication.

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    Daniel Acevedo
    Forum|Forum|4 days ago
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    Gaby CabreraNew Participant

    Support regional language variants in Messenger, matching Help Center capabilitiesSubmitted

    Problem:Our Help Center supports regional English variants (English (US) and English (Canadian)) and correctly serves the right version based on language override (we’d like to confirm as well that language override takes priority over browser language) when accessed directly. However, the Messenger only supports base language codes (e.g., en), not regional variants. This means a member with language_override set to en-US and one set to en-CA both see identical Messenger content (our default content set to en-CA ), there's no way to differentiate.Why this matters:Most of our members access the Help Center through the Messenger, not by visiting Help Center articles directly. So in practice, our regional Help Center translations only work for the small fraction of traffic that lands on articles directly — the primary access point (Messenger) can't route members to the correct regional version at all. This creates real accuracy problems: US members can end up seeing Canadian-specific content (pricing, policies, terminology) and vice versa, which actively misleads them.Requested feature:Allow Messenger language settings and language_override to support regional locale codes (e.g., en-US, en-CA, fr-CA, fr-FR), not just base language codes — so Messenger-served Help Center content matches the same regional targeting already available for direct Help Center visits.

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    Forum|Forum|5 days ago
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    kathrynNew Participant

    Monitors: Feature Request to Notify a Group of PeopleSubmitted

    We are piloting something on our platform and I created a Monitor to track all conversations related to this pilot. However, there is currently not a good way for a group of people to track when a new conversation was created other than to manually check the monitor. Currently, the only automation we can do is to assign a reviewer round robin. My feature request is to be able to send in-app notifications or emails to the Intercom users that we select. This could either be a daily notification, or a notification every time a conversation is flagged by the monitor. We have multiple stakeholders who don’t necessarily need to review to update Fin content but need to review both the customer sentiment and functionality of the pilot based on what users are reporting to our support team. It’s helpful for them to see the scorecard as well, so a Monitor is more useful to them than a report.  

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    Nathan Sudds
    Forum|Forum|5 days ago
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    Stacey BarthNew Participant

    Facebook Comments – Ability to View Original Post/ThreadSubmitted

    We manage multiple Facebook pages as well as a large Facebook group through Intercom. One challenge our Support team runs into is that when someone comments on a Facebook post, the comment comes into Intercom without the context of the original post or thread.This can make it difficult for our team to understand what the user is responding to and provide an accurate response.It would be extremely helpful if Facebook conversations in Intercom included a direct link to the original Facebook post/thread the user commented on. This would allow our team to quickly view the context before responding and provide better, more accurate support.

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    Forum|Forum|5 days ago
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    kathrynNew Participant

    New Help Center - Help Center title area shortenedSubmitted

    In the classic Help Center Style, the Welcome message of the help center stretches across the entire window. Now, ti seems like it’s aligned to the left and the area shortened. We went from having one single line to 3 lines and it does not look clean and does not align with our brand standards. It looks like both the title and the search bar have been shortened.I have added an image of the classic vs modern help center title. 

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    Forum|Forum|5 days ago
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    Christopher HayesNew Participant

    Add Telegram Business functionalitySubmitted

    Right now, Intercom's Telegram channel (Settings > Channels > Telegram) only supports connecting a standalone bot created via @BotFather. Customers have to find and message a separate bot username, which feels disconnected from the actual business.Telegram now offers "Business accounts" (available to Premium subscribers) that let a company keep its real, verified Telegram account — complete with opening hours, quick replies, greeting/away messages, and a business chat link — while automating replies through the Bot API's business_connection feature. A connected bot can send and receive messages on behalf of that real account instead of a separate bot identity.It would be great if Intercom supported connecting a Telegram Business account as a channel, the same way the current bot flow works today:- Conversations from the Business account land in the Inbox, with Fin and Workflows at full parity- Replies go out through the business_connection, so customers see the business's real name and photo — not a bot- Native Telegram Business settings (hours, quick replies, greeting messages) stay usable in Telegram itself, while Intercom handles the actual conversationThis matters most for teams whose customers are concentrated in markets where Telegram is the primary channel — a verified business account feels far more trustworthy and personal than a generic bot. Right now the only way to bridge this gap is third-party middleware, which adds cost and an extra hop. Native support would remove both.

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    Forum|Forum|5 days ago
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    Intercom Team
    Ebenezer.LaleyeIntercom Team

    Add back the option to decline callsSubmitted

     Is there a way we can have this option back? i.e. we simply hide the decline button but without turning on auto-answer? We're wanting to discourage missing calls but not put customers in a situation where they're connected with an agent who is away from the desk without aux state update (human error/mistake).

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    Intercom Team
    Forum|Forum|5 days ago
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    Stian LundåsNew Participant

    Access Management for Team MailboxesSubmitted

    Access Management for Team MailboxesCustomer service representatives should have access to all shared mailboxes at the team level. However, they should not have access to other employees' personal mailboxes.In the current setup, a customer service representative can access a colleague's personal mailbox and view detailed information about what that person has been working on throughout the day. This provides visibility into an individual's productivity and case handling activities, which is not necessary for performing day-to-day responsibilities.We would therefore like to restrict access so that:Customer service representatives have access to all team shared mailboxes. Customer service representatives do not have access to other employees' personal mailboxes. Only managers or other authorized roles have access to employee-specific information when required.Purpose: To ensure appropriate data access, protect employee privacy, and limit visibility to information that is necessary for job-related tasks.

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    Forum|Forum|5 days ago
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    Employee
    Krizza HababagEmployee

    Separate Controls for Incoming and Outgoing AI TranslationsSubmitted

    Customers would like more granular control over AI Inbox Translation by allowing incoming and outgoing translations to be managed independently.Currently, AI Translation functions as a single feature that both:Translates incoming customer messages for teammates. Automatically translates teammate replies back into the customer's language.This all-or-nothing approach creates challenges for teams that work with domain-specific, technical, or industry terminology, where automatic translation of outgoing messages can reduce accuracy, alter intended meaning, or negatively impact customer communications.Requested improvements include:Separate toggles for incoming and outgoing translations. The ability to enable incoming translations while keeping outgoing messages in their original language. Making outgoing translations opt-in rather than automatically applied. Improved handling of technical, product-specific, and domain-specific language to preserve accuracy and context.This would give teams greater control over customer-facing communications while still benefiting from translated incoming messages.

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    Forum|Forum|5 days ago
    Gustav Riederer
    Gustav RiedererNew Participant

    Automatically stop Fin when a conversation is assigned to an agent (no agent reply required)Submitted

    We use Fin in the Inbox, but we repeatedly run into the same problem: Fin sometimes sends very long messages and occasionally incorrect or irrelevant information.At the moment, Fin only reliably stops once an agent actively replies in the conversation.This is a real issue in day-to-day operations because when I’m on the go, I often can’t reply immediately — but I still need to stop Fin instantly as soon as I see that it’s going in the wrong direction.Feature request: “Stop Fin without replying”I’m requesting a way to immediately pause or stop Fin without requiring an agent to send a message.Clear trigger examplesFin should automatically stop when any of the following happens: The conversation is assigned to an agent An agent takes over / opens the conversation A manual toggle in the conversation header: “Pause Fin” / “Stop AI replies” (one click) Controllable on mobile (e.g. via the Intercom mobile app while on the go) Why this matters Prevents incorrect information from being sent to customers (quality & brand risk) Avoids unnecessary long AI messages in the chat (customer experience) Allows a safe handover to a human even when mobile, without having to send a “placeholder” reply just to stop Fin Acceptance criteria When a conversation is assigned to an agent, Fin stops immediately (no further messages or follow-ups). Agents can pause/stop Fin without sending a reply (UI control). The feature is available on mobile (at least stop/resume). Optional: audit log (e.g. “Fin paused by Gustav via assignment/manual toggle”).

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    Gustav Riederer
    Forum|Forum|5 days ago
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    Gaby CabreraNew Participant

    Keep teammate assignment when assigning a teamSubmitted

    Currently, when an outbound conversation is created, it is correctly assigned to the teammate addressing the ticket. However, if a team is later assigned—either manually or automatically—the assigned teammate is removed, even if they belong to the assigned team.This issue became more problematic with Balanced Assignment enabled. Once the team is assigned and the original teammate is unassigned, the system automatically reassigns the conversation to a different teammate. As a result, we have to manually reassign the conversation back to the original handler, adding unnecessary workload and potential confusion.We’d like to ensure that when a team is assigned, the original teammate remains assigned to the conversation.

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    Forum|Forum|5 days ago
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    DBurnettNew Participant

    "Follow" Conversation NotificationsSubmitted

    The ability to “follow” a conversation and receive notifications for conversations and tickets that are not directly assigned to you.  Right now, I can receive Push/Email notifications on items that are directly assigned to me, or any activity on any ticket within another team I am a part of. I manage multiple teams and so turning on notifications for “Activity in any of your teams” is the difference between 20 notifications a day and 400.  The ability to follow a conversation and receive updates via push/email without needing to expressly CC in a converstation (and only receive emails as if I am the customer) would be very useful.

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    Forum|Forum|6 days ago

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