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    2806 Ideas

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    Nicol CastilloNew Participant

    Visible active countdownSubmitted

    For me great tool would be if somewhere in the inbox or in profile section visible how much time remains of the required time to be active. I could be additional option below the toggle “Away mode” it could allow you to set a goal (time) for which you should be active.I know where to find the values now, but it would be easier if they could be more handy and did not require me to open new tab or step away from my chats.

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    Forum|Forum|1 day ago
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    Lane DyeNew Participant

    Create and Route Tickets Based on Customer Survey ResponsesSubmitted

    We send Surveys to customers through Intercom and want agents to proactively follow up with respondents who submit low scores. Current Behavior:There is no way to create or route a ticket based on a customer's survey response, preventing teams from acting on survey feedback through a structured follow-up workflow. Desired Behavior:We want the ability (via a workflow) to automatically create tickets triggered by customer survey responses, which can then be routed to a designated team inbox for agent follow-up. 

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    Forum|Forum|1 day ago
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    Lane DyeNew Participant

    Workflow Action to Create a Ticket from an Outbound EmailSubmitted

    We want the ability to trigger a workflow that creates a ticket from an outbound email, so follow-up responsibility can be routed to a specific team inbox — regardless of whether the contact replies.Current Behavior:Workflows cannot create a ticket from an outbound email. Routing follow-up to a team inbox is only possible once a contact responds.Desired Behavior:A workflow action should be available to create a ticket at the time an outbound email is sent. That ticket should be routable to a designated team inbox, enabling proactive follow-up without dependency on a customer reply.

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    Forum|Forum|1 day ago
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    Lane DyeNew Participant

    Assign outbound conversation to a team/route outbound emails to a Team Inbox without a customer replying firstSubmitted

    Feature Request: Surface Outbound Emails in Team Inbox for Agent Follow-UpSummaryWe want all outbound emails sent via Intercom to automatically appear in the Team Inbox as conversation records, regardless of whether the contact replies — so agents can be assigned to follow up individually.Current BehaviorOutbound emails sent to a contact segment only appear in the Team Inbox as a conversation record if the contact replies. Emails with no reply are not surfaced for agent action.Desired BehaviorEvery outbound email sent to a contact segment should generate a conversation record in the Team Inbox. These records should be assignable via round-robin, enabling agents to proactively follow up with contacts on a 1:1 basis. 

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    Forum|Forum|1 day ago
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    Arunkumar KumaresanNew Participant

    Incremental / URL-Level Sync for Website SourcesSubmitted

    ProblemFor website-based knowledge sources, the current Re-sync operation performs a full crawl of the entire website.In large deployments, this can involve thousands of pages. In our case, the source contains approximately 3,600 articles. When a single new article is published, there is currently no way to make only that article available to Fin immediately without triggering a full website crawl.Requested CapabilityProvide a way to selectively sync website content instead of requiring a full re-crawl.Possible options:Sync a single URL on demand. Sync a selected set of URLs. Incremental sync that discovers only new or modified pages since the previous crawl.BenefitsFaster Content AvailabilityNewly published articles can become available to Fin immediately without waiting for the next scheduled crawl.Reduced Processing TimeAvoid re-processing thousands of unchanged pages when only one or two pages have changed.Lower Resource ConsumptionReduces crawler workload, indexing time, and system resource usage for both customers and Intercom.Better Operational EfficiencyAllows support teams and knowledge managers to quickly publish urgent content updates and make them available to Fin.Example Use CaseA website source contains 3,600+ articles.A new troubleshooting article is published for an ongoing customer issue.The administrator wants Fin to learn only that newly published page immediately, rather than initiating a full crawl of all 3,600 articles.Current WorkaroundsWait for the weekly automatic website sync. Create a temporary Knowledge Hub Snippet. Trigger a full website re-sync.None of these provide true URL-level synchronization.Expected OutcomeAllow administrators to selectively re-index specific pages or run incremental website syncs so that newly published content can be made available to Fin quickly and efficiently.

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    Forum|Forum|1 day ago
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    Gemma GWConnector

    Side Conversation Delivery Status and Failure NotificationsSubmitted

    Side Conversation Delivery Status and Failure NotificationsOur organization uses Side Conversations extensively to engage external teams, vendors, and partners. We have actively encouraged our users to stop emailing individuals directly from customer conversation threads and instead use Side Conversations as the standard workflow for involving external stakeholders. (Before teams were remove participants, deleting conversation thread, sending a message, then readding participants..)In customer conversations, Intercom provides visibility/error when an email cannot be delivered. However, Side Conversations do not provide any delivery feedback.Today, if a Side Conversation email fails to reach the recipient, there is no notification to the sender, no visible delivery status, and no indication that follow-up may be required (apart from checking whether a message is marked as "Seen" to confirm delivery.) While this can confirm that a recipient has opened a message, it does not solve the primary problem: There is no confirmation that an email was successfully delivered. There is no visibility into delivery failures. Users may assume an external team has received a request when they have not. Critical customer issues can be delayed because senders are unaware of delivery problems.  Requested EnhancementIntroduce delivery and failure visibility for Side Conversations similar to customer conversation emails, including: Delivered status Failed delivery status/Delivery error details where available Optional notifications to the Side Conversation creator or assignee when delivery fails  

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    Forum|Forum|1 day ago
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    Georg Ferdinand NilsenNew Participant

    Snooze: Later today + close chat if no responseSubmitted

    really simple actuallyown snooze option: Later today + close chat if no response or Later today + close chat if no response (+ send macro ____) more functional often you ask a question to a customer where you are unsure if they are going to answer or not.in our worklow we snooze conversations quick to have the inbox clean, and when they re-amerge we close them since they has not answered in 3 hours. then we send a “close chat” macro, that says that we are going to close the chat, but they can reach out if they are wondering about something

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    Forum|Forum|3 days ago
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    Marie GouilliardNew Participant

    What if you gave Fin context on what the user was doing in the product before they ask for help?Submitted

    I think we can all come to an agreement that it would be great if Fin knew where and what you had just been doing in the product before you ask for help. It could better clarify your needs, no need to re-explain where you’re stuck or what you’re looking for.Adding this context is such a no-brainer and no one is doing it.

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    Forum|Forum|4 days ago
    Bobbie King
    Bobbie KingNew Participant

    Allow article reactions to be disabled in Messenger and Mobile SDKSubmitted

    Our users primarily consume Help Center articles on mobile devices. The “Did this answer your question?” section takes up a significant amount of screen space and includes substantial whitespace, reducing the amount of article content visible to users.We would like the ability to:Disable article reactions entirely. Hide reactions until the user reaches the end of the article. Minimize the reaction UI on mobile.For mobile workflows, screen real estate is limited and article content is more valuable than feedback controls. This limitation is preventing us from adopting Intercom Articles in our mobile application.

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    Bobbie King
    Forum|Forum|4 days ago
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    Graham BellNew Participant

    Reporting field for Customer Last ContactedSubmitted

    Within Conversations and Tickets reporting fields there is no current metric for Customer Last Contacted or Last Contacted by. This means that you are not able to locate and prioritise cases/tickets where the last contact time period was X hours, days ago etcAnd also limits reporting on assignee performance in that particular area. 

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    Forum|Forum|4 days ago
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    Joana KnobbeNew Participant

    Ticket Titles available in the Messenger for customersSubmitted

    It is hard for customers with many tickets open to see what they are related to.For now they can only see the ticket type, but in order to see the title and description, they need to click on each one of them.  

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    Forum|Forum|4 days ago
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    Apptrove MMPNew Participant

    Ability to Add No Index Tag to individual help centre ArticlesSubmitted

     Feature Request: Per-Article Search Engine Indexing Control for Help Center ArticlesI would like the ability to control search engine indexing at an individual article level within the Intercom Help Center.Current ProblemOur organization has knowledge base content published both on our main company website and in the Intercom Help Center. Some articles have similar or identical titles/content.Currently, Intercom only provides these options: Disable indexing for the entire Help Center. Make articles Unlisted, which removes them from Help Center navigation and search, remains only accessible through direct link. None of these meet our requirement.Desired FunctionalityWe need a per-article setting (for example, a toggle in the article editor or details panel) that allows:✅ Article remains: Publicly accessible via Help Center URL Visible in Help Center navigation Searchable within Help Center search for all visitors ✅ But: Not indexed by external search engines like Google/Bing Does not appear in public search results Search engines receive a noindex directive for that specific article Suggested ImplementationAdd an article-level SEO setting such as:Search Engine Visibility☑ Allow search engines to index this article☐ Prevent search engines from indexing this article (meta robots="noindex")This could be added in the article Details or SEO Settings section.Use CaseWe want our primary website content to rank on Google while still keeping duplicate/support content fully discoverable inside the Intercom Help Center for customers.This feature would help avoid duplicate content SEO conflicts without impacting the Help Center user experience.This version should work well for Intercom’s Product Wishlist submission.

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    Forum|Forum|4 days ago
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    jennifergNew Participant

    Embed Arcade demo in Help Articles?Submitted

    We use Arcade to record demos that we then share in our documentation. We appreciate how Intercom works, but currently, there is no way to embed an Arcade demo. We have been suggested to convert the demo into videos, but this would result in losing the interactive component of the demos.Is it possible for Intercom to support Arcade embeds in the future?

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    Forum|Forum|5 days ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Target audience for specific article sectionsSubmitted

    We offer several solutions within our platform. While some features are shared across all solutions, others are specific to certain ones. When creating help articles, this often forces us to either: Write separate, but nearly identical, versions of the same article, or Create a single article with notes on which content applies to which user group. It would be incredibly helpful if we could restrict the visibility of specific sections within an article based on the user's solution or audience segment. This would: Eliminate duplicate work for the support team Allow Fin to deliver more targeted, accurate responses Make help content clearer and more relevant for users

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    Forum|Forum|5 days ago
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    Product ManagementNew Participant

    Condition based content blocks within an Article to support Multiple Help Centres & Targeted audiencesSubmitted

    Problem Statement:As an enterprise organisation that supports multiple white label solutions, we have a large collection of articles in our legacy help centre that supports our direct and white label customers.  We are in the process of migrating this content over to Intercom and leveraging the Multi Help Center feature. However, we have found that we may have to have 10 or more articles on the same subject matter but may vary slightly due to various reasons so as to not only support our direct customers but our white label ones too. This potentially is a content management nightmare. 😫 Driving Motivation:Is to not have 10 or more duplicates of the same article that cater for a different White Label audience(s), especially in our case where we would roll out a new feature to our direct customers first and then onto our white labels at a later stage or not at all, this can vary.  Ongoing maintenance of said content would be time consuming and resource intensive. Idea/Feature Request:We think, it would be highly beneficial to have conditional content blocks as a new component within an article which when placed on the page could have a targeted audience by setting an audience rule.Once a conditional content block is placed on the page in edit mode we can then place any of the other article component within that conditional content block like Insert an Image, Embed a video, insert a div or call out etc.We then set the targeted audience on that block using the same audience filter rules as you would use when setting up any pro active outbound campaign. (i.e. be able to set the audience based on user or company attributes etc). Additionally, the article would still respect the targeted audience as set via article settings (Visitors, Leads, Users), then at the content level with the conditional block in-line and one ore more article components set in it (i.e. a picture or paragraph of text), we can then set and specify a target audience with audience rules filters / segment creation.Multiple audience rules can be set per conditional content block using AND/OR conditions along with all the operators (is, is not, contains, greater or less than etc) that are used with user or company attributes.Design:Proposed element that allows for conditional content blocks within an articleThanksRuairí

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    Forum|Forum|5 days ago
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    Scott WismontNew Participant

    Solicit Unsubscribe ReasonSubmitted

    When a person clicks unsubscribe, we need to be able to gather information about why someone unsubscribed. This is possible in nearly every other system, which prompts users to select why from a single drop down list or to skip the question. 

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    Forum|Forum|5 days ago
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    Dariya KhanNew Participant

    Feature Request: Granular Channel Segmentation (Emails, Calls, Chats) within a Collapsible "Your Inbox"Submitted

    DescriptionObjective We are looking to optimize the agent workspace by transforming the top-level "Your inbox" section into a dynamic, collapsible category list that segments work by channel type: Emails, Calls, and Chats. As attached in our design concept (image_d56e80.jpg), this change will drastically improve workspace organization and help agents prioritize real-time vs. asynchronous conversations seamlessly.The Current Challenge Currently, the standard Intercom sidebar aggregates all assigned conversations under a single, flat "Your inbox" counter. Lack of Instant Visibility: Agents cannot tell at a glance whether their pending notifications are urgent live chats, inbound calls, or asynchronous emails. Sidebar Clutter & Extra Clicks: To differentiate work by channel, teams are forced to scroll down and rely heavily on heavily populated "Team inboxes" or custom "Views" (e.g., Backlog - Emails, Abandoned Chats). This forces agents to constantly shift contexts and navigate away from their primary personal inbox. The Proposed Solution We propose making "Your inbox" an expandable dropdown folder at the very top of the hierarchy. When expanded, it reveals distinct sub-categories with individual badge counts for: Emails Calls Chats This retains the clean layout of the Intercom sidebar while surfacing crucial channel information directly within the agent's personal workspace.This UI enhancement changes the personal inbox from a simple landing page into a strategic command center for frontline agents. We would love to see this implemented to help support teams scale their efficiency!

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    Forum|Forum|5 days ago
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    Edison MonnarNew Participant

    Can we add auto-assign to ticket creator function on workflow for tickets?Submitted

    Can we add auto-assign to ticket creator function on workflow for tickets?I noticed I can use the function assign to team inbox and assign manually to specified agent, however I do not see the option to auto assign to creator of the ticketWhy consider it?Because that way each agent spends less time assigning ticket, and also that way the agent is forced to solve it instead of assigning to another teammate or avoiding auto assign to himself

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    Forum|Forum|5 days ago
    Nikki McLaughlin
    Nikki McLaughlinConnector

    Home Dashboard for Custom Reporting & Multi-Brand OperationsSubmitted

    Business NeedAs a multi-brand organization, our teams rely heavily on reporting to monitor conversation volume, performance, customer experience, and operational health across brands. Currently, users must navigate into reports to access key metrics, and in some cases reporting limitations around conversation data updates create visibility challenges.Proposed EnhancementProvide an option to configure a custom dashboard that appears immediately upon entering Intercom. This dashboard would serve as a reporting homepage and display user-selected metrics, reports, and widgets relevant to daily operations.Why This MattersFor organizations managing multiple brands, having instant visibility into operational metrics would: Reduce time spent navigating through reporting menus. Improve awareness of conversation trends and workload changes. Help managers identify issues requiring immediate attention. Increase adoption of Intercom reporting as a daily operational tool. Create a more executive-friendly experience for leadership teams. Additional Consideration: Data Accuracy Across Brand ChangesThe value of this dashboard depends on reporting reflecting the current conversation attributes. We have observed situations where conversations are reassigned or updated with a different company after creation, but reporting appears to continue reflecting only the original company value.For multi-brand organizations, this creates reporting gaps because conversations may be correctly categorized operationally but not represented accurately in reporting.A dashboard solution would be significantly more valuable if reporting consistently reflected the most current conversation/company attributes, allowing organizations to measure activity accurately across brands.Company Name is just one example. This happens with other attributes too. Expected OutcomeA configurable reporting dashboard combined with reporting based on current conversation metadata would provide a true operational command center for multi-brand teams and improve confidence in Intercom as a source of business reporting.

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    Nikki McLaughlin
    Forum|Forum|5 days ago
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    Ismael Martinez MoralesNew Participant

    Skip language translation for familiar languagesSubmitted

    “Skip language translation for familiar languages” is needed because it lets teammates who already speak the customer’s language avoid unnecessary translation noise, while still keeping the rest of the team’s workflow intact.It’s a teammate-level preference that controls whether messages in those familiar languages get translated for that teammate in the Inbox, without changing how replies are translated back to the customer.This is especially important when conversations get reassigned: the previous owner’s “familiar language” setting should not block the next owner from getting auto translation when they reply in the workspace default language.The feature helps teams support more languages without forcing everyone to translate everything, and it keeps the Inbox readable for multilingual teammates.

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    Henrik R
    Forum|Forum|5 days ago
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    Micah A. ParkerNew Participant

    [API] List Company segmentsSubmitted

    The Intercom API has the ability to retrieve companies and filter by segment_id via https://api.intercom.io/companies?segment_id=67ab66d76af4f90dd7ae9271Issue: However, the API’s “List Segments” API only returns user segments and there is no ability to list Company Segments. Goal: Trying to use an AI Agent to grab Companies in order to target them for specific needs based on segments requires manually grabbing each ID of the segment and loading it to a static list. Request: Intercom API should respectively have a  List Company Segments and List User Segments endpoint or to just provide both in the List Segments API call in order to open up the actual functionality to search. Retrieve Companies API: https://developers.intercom.com/docs/references/rest-api/api.intercom.io/companies/retrievecompanyList Segments API:https://developers.intercom.com/docs/references/rest-api/api.intercom.io/segments/listsegments 

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    Forum|Forum|5 days ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Measure team performance when using back-office ticketsSubmitted

    At this time, it is possible to measure a teammate’s performance, but only when they are working on customer tickets.Teammate’s performance cannot be measured for back-office tickets because these are not based on conversations.Also, the number of notes, replies or ticket closures can be measured for teammates, but it is impossible to measure how many back-office tickets were created from within a customer ticket.

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    Pamela Van Gasse
    Forum|Forum|5 days ago
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    Alisha RossNew Participant

    report on back office tickets created by agentsSubmitted

    In order to understand full workload volume and productivity, I’d like to report on how many back office tickets our agents create in analytics. This should be an option in ‘create your own chart section’ under ‘new report’.I verified with fin and an Intercom support agent this is not possible as of yet.  Thank you!Alisha 

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    Forum|Forum|5 days ago
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    Adam TNew Participant

    CSAT Configuration & Reporting AdditionSubmitted

    I wanted to share a couple of product improvement suggestions based on how we’re currently using Intercom within Customer Support:1. CSAT ConfigurationAt present, the “OK” CSAT rating is classified as a negative result. From an operational perspective, this doesn’t accurately reflect customer sentiment, as “OK” is not inherently negative. It would be beneficial to have the ability to configure CSAT rating groupings at workspace level, allowing teams to define what constitutes positive, neutral, or negative feedback.2. Reporting on Unanswered Outbound MessagesCurrently, there is no visibility on outbound messages sent to customers that do not receive a response, as these are not classified as conversations and are excluded from the conversations dataset.Introducing a report or metric to track unanswered outbound messages would provide a more complete view of agent activity and productivity, ensuring all types of customer interactions are accounted for.Both of these enhancements would significantly improve the accuracy of reporting and performance measurement within Customer Support teams.

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    Forum|Forum|5 days ago
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    Paige BarnettNew Participant

    Text Formatting ToolSubmitted

    Please add ability to format font within articles, including font color, emojis, blockquotes, size, indenting left and right, the ability to update the code of the article, etc.   

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    Forum|Forum|5 days ago

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