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    2568 Ideas

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    KaydeNew Participant

    Option to hide conversation attributesSubmitted

    I logged in this morning and the Conversation attributes are absolutely saturated with Fin attributes that I neither need nor want. I can’t effectively scan the information I do need. Unlike user attributes, there is no way to hide or unpin attributes, meaning I’m stuck with clutter, slowing down my ability to interact with my users. If these fields must exist (though I’m not clear what purpose they serve), as an individual, I should have the ability to hide them. 

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    Forum|Forum|35 minutes ago
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    Eva MowinNew Participant

    making the floating text editable for Fin for Sales.Submitted

    We are using Fin Sales Agent on our website, and the default floating text currently says “Need help?” (or the Swedish equivalent, as shown in the screenshot).Since Fin is being used in a sales role, we would like the wording to better match a more sales-oriented and conversational tone.It would be great if this text could either be customizable by us, or updated to something more suitable for sales interactions, for example:Have a question? Looking for something? Want to know more? Need help getting started?Right now, “Need help?” feels more support-oriented than sales-focused.  

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    Forum|Forum|58 minutes ago
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    Terry TafariConnector

    Button in intercom to send ticket/conversation to slack channelSubmitted

    Right now, the only way to send a notification to Slack is through workflows, which generate large, uneditable messages that include the cleints conversation and end up cluttering the channel.Ideally, we’d like to streamline this by introducing a button within Slack. When clicked, the button would send a cleaner, more concise message to the channel that includes the ticket link and an optional note that we can write beforehand.The goal is to keep the channel tidy and make the interaction more intentional—similar to how side conversations work in Intercom. At the moment, the issue with side conversations are they reopen closed tickets and don’t provide a clear link back to Intercom. This creates friction for the Slack team, who often need to investigate the ticket after the customer has already been handled.

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    Aleksei O
    Forum|Forum|1 hour ago
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    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.

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    Forum|Forum|3 hours ago
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    Colin KanzariNew Participant

    Add Intercom Ticket HyperlinkSubmitted

    The new side conversation feature with the Slack integration is great for collaboration. One improvement that would make it even more useful is automatically including a hyperlink to the related Intercom ticket when a side conversation is created. This would allow team members to quickly access the original Intercom conversation for additional context before jumping into the side discussion, reducing back-and-forth and improving overall efficiency.

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    Forum|Forum|3 hours ago
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    PatrickHNew Participant

    Side Conversation to SlackReleased

    To have great support, our support team has direct access to engineers to ask questions. We have set this up with side conversations in Zendesk so far. That worked really great: the support agent would create a side conversation to a specific team Slack channel asking the question, somebody from the engineering team would react in a thread which again would update the side conversation in Zendesk accordingly.Intercom has side conversation which are fantastic, but that Slack integration is just really really missing for us.What do you think of the topic? Others who’d love to see this in Intercom? 

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    Forum|Forum|3 hours ago
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    SvetlanaNew Participant

    Custom Emojis for Knowledge Base Article TitlesSubmitted

    Allow admins to add custom emojis (including brand-specific or uploaded emojis) to knowledge base article titles in Intercom. This would help visually distinguish and highlight specific types of content, improving navigation and user experience.For example, companies offering multiple product tiers (such as Free ABC vs Paid ABC) could use unique emojis to clearly mark articles related to premium features. This makes it easier for users to quickly identify relevant content without needing to open each article.Key benefits:Improve content visibility and scanability within the knowledge base Help segment articles by product, plan, or audience Reinforce branding through custom visual markers Reduce user confusion by clearly labeling feature-specific documentationExample use case:Articles associated with Paid ABC could include a custom emoji in the title to differentiate them from Free ABC content.

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    Forum|Forum|9 hours ago
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    alexheidiNew Participant

    A/B testing for proceduresSubmitted

    We're rolling out Procedures gradually to protect quality, which means we need a way to measure the impact of a Procedure on resolution success before expanding its scope. Today the only way to control which conversations a Procedure runs against is to gate it on a customer attribute (e.g. user segment, plan type). That introduces cohort bias: the two groups experience the product differently to begin with, so we can't isolate the effect of the Procedure itself. The comparison isn't apples-to-apples.Request:A native A/B test mode on individual Procedures, where:- Fin randomly assigns eligible conversations to treatment (Procedure runs) or control (Procedure doesn't run) at a configurable split.- Eligibility is defined by the Procedure's existing trigger conditions, so randomisation happens *inside* the qualifying topic space rather than across unrelated cohorts.- Reporting shows a 1:1 comparison of outcomes between the two arms: resolution rate, CSAT, handover 

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    Forum|Forum|10 hours ago
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    Lucinda van der HorstNew Participant

    Flexible Conversation Merging ContextSubmitted

    Current restrictions on merging conversations cause significant disruptions in our workflow. We frequently encounter duplicate conversations with the same customer about the exact same topic. However, Intercom prevents us from merging them if a new participant is added at some point, or if a customer replies to an older email thread.Request:  Lower the strict restrictions on merging conversations. Allow agents to manually force-merge conversations regarding the same topic, regardless of minor changes in participants or email thread history.

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    Forum|Forum|12 hours ago
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    achiaNew Participant

    Allow end users to move the help centre popup based on their own needsSubmitted

    One of the most common requests in our company’s own product suggestion board is for users to be able to move the help centre/messenger popup to a different area. This is because there may be important information, features or buttons that sit behind the position of this popup. While we can move it, this position is set for all users and therefore would not suit everyone. Allowing them to move it themselves would prevent repeated requests and complaints to our own team. 

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    Forum|Forum|13 hours ago
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    Cody WebbNew Participant

    Need ability to cancel a external website syncSubmitted

    Under Train > Content, need ability to stop a sync. At present, must wait for it to finish, so if an error is noticed, sometimes you have to wait hours before you can make the correction and kick off the sync again.

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    Forum|Forum|21 hours ago
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    Connie KruegerNew Participant

    All for Custom Attributes to be set in Batch TestingSubmitted

    I have an Escalation Rule that is built on Attributes but it’s causing issues with batch testing as attributes are not set. I can not use an Audience as that is already needed in my batch testing to control the KB. Ideally you allow us to set the attributes before triggering the batch testing as you allow in simulations.My escalation rule is Attribute is not [name] and Attribute2 is not [name2]. This allows me to use FinAi for new use cases and then escalate to an existing nonFinAi workflow for existing use cases. Over time we will move all to FinAi but that is not possible right now.  This escalation rule is built on Attributes so why is there no solution for batch testing? I will try creating a test user with the attribute set as a workaround. That will then require everyone to use this test user and that is not ideal. 

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    Forum|Forum|21 hours ago
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    Connie KruegerNew Participant

    Ticket Portal for All Tickets submitted to IntercomSubmitted

    A centralized view of all the tickets my team has raised with Intercom — not just my own. I’m managing support on behalf of our whole organization and I have no visibility into the open tickets nor answers you provide on the tickets.

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    Forum|Forum|21 hours 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|1 day ago
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    Lucinda van der HorstNew Participant

    Expanded Capabilities for Lite Agents ContextSubmitted

    The current Lite Agent permissions are too restrictive and hinder productivity. Currently, Lite Agents can only navigate via direct ticket links or mentions (which are difficult to manage, as noted in Request 1). Additionally, it is highly inefficient that Lite Agents cannot use macros—not even text-only ones—forcing them to store standard internal replies in external documents.Request:  Access to Views: Allow Lite Agents to access (custom) Views. This is essential for navigating tickets efficiently, especially since we operate with multiple brands and teams within Intercom. Access to Macros: Grant Lite Agents the ability to use macros (or at least text-based macros) to streamline the process of writing internal notes.

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    Forum|Forum|1 day ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Fin Ai Agent Access to Tracker Tickets for SMART bug Categorization, handling, and communicationSubmitted

    The Problem:We have bugs that arise, just like any other tech company. We’re constantly innovating and pushing updates, and therefore encounter unexpected issues. We typically fix widespread issues and outages very quickly. And we link all customers to a tracker ticket. Fin spends way too much time blindly leading a customer through troubleshooting steps, when there’s a deeper issue Fin is unaware of. How we solve today:It takes a lot of effort to create a snippet, and create guidance for the snippet, to quickly train Fin on a known issue. And then that guidance and snippet has to be manually deleted hours or days later when the issue is resolved. It’s constantly evolving, requiring multiple steps. We create tracker tickets to inform customers and human agents of the progress of issues like this. So I’m training my agents and Fin separately, in two different places. The Dream Scenario: Awareness: Fin is aware of all active Tracker Tickets logged by human agents. Mitigation: Fin automatically offers a workaround to the customer if one is documented. Proactive Subscription: Fin asks the customer if they would like to be notified of updates regarding the bug. Automation: Upon confirmation, Fin automatically links the conversation to the Tracker Ticket and converts the conversation into a customer ticket. Persistence: Fin remains the primary point of contact unless the issue requires human escalation. Resolution Loop: When the Tracker Ticket is marked "Resolved," Fin proactively follows up with the customer to confirm the fix is working for them. Proposed Implementation in IntercomTracker Ticket Settings Add a "Sync to Fin AI" toggle on Tracker Tickets (or enable this by default for specific Ticket Types). When enabled, provide specific AI-optimized fields: Symptoms: Describe what a customer would experience (to help Fin match the issue). Workarounds: Step-by-step instructions for Fin to provide. Target Audience: Specific conditions or user segments impacted. Auto-Link: Toggle option to allow Fin to automatically link users to a Tracker Ticket. Auto-Ticket Creation: Toggle option for Fin to generate a linked conversation ticket automatically upon bug identification.

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    Forum|Forum|1 day ago
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    Oleg TsechaevNew Participant

    Show the delayed message contentSubmitted

    A new feature with delayed messages has recently appeared, allowing you to send a message and cancel its sending before the timer expires. However, when sending such a message, you cannot see the content of the message, for example, to check yourself for typos. It would be a good idea to add the display of the message content that will be sent during the selected delay, so you can double check it before it goes out.

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    Forum|Forum|1 day ago
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    VivienNew Participant

    Ability to Merge Tracked TicketsSubmitted

    Some agents sometimes create duplicate tracker tickets - it would be great to be able to merge these!

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    Forum|Forum|1 day ago
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    Srinath NanduriNew Participant

    Linear integration improved sorting with tickets and chatsSubmitted

    It would be very useful to be able to sort chats by linear ticket status and priority. As well have specific inboxes for chats with linear tickets.

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    Forum|Forum|1 day ago
    JHarlowe
    JHarloweConnector

    Attribute mapping on conversation-to-ticket conversionSubmitted

    Problem:When a conversation is converted to a ticket, attribute values on the conversation are not automatically populated into matching ticket fields, even when identically named fields exist on both objects. The two remain linked but maintain fully independent attribute sets.This gap is not surfaced to users at the point of conversion, making it non-obvious until a workflow fails or an SLA is missed. ImpactThe most immediate consequence is SLA policy behavior. Because SLA policies in Intercom evaluate at the conversation level, a ticket with Urgency set on the ticket attribute, but not on the corresponding conversation attribute may not trigger or breach correctly. Teams populating ticket fields in good faith could be inadvertently creating invisible SLA gaps. Additionally, any workflow conditioned on a ticket attribute will not fire as expected if that attribute was not populated at conversion time. This affects routing logic, automation triggers, and any Fin-based attribute detection, which does not carry over to tickets automatically.Requested FeatureA native attribute mapping configuration allowing workspace admins to define field-level mappings between conversation attributes and ticket attributes. When a conversion occurs, values from mapped source fields would be written into their designated target fields automatically before any workflows evaluate the new ticket.

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    JHarlowe
    Forum|Forum|1 day ago
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    TroyHNew Participant

    Numbered List Formatting Breaks When Adding Bullets in Intercom EmailsSubmitted

    The email composer in Intercom has a serious formatting limitation: you can’t properly mix numbered lists and bullet points without breaking the sequence.For example, if I start a numbered list (1, 2, 3) and insert a bullet point between two numbered items, the numbering restarts at 1 instead of continuing. This makes it impossible to create structured instructions like: Step one  • Sub-point Step two Instead, after the bullet, it resets to 1, forcing awkward workarounds. This is incredibly frustrating when trying to write clear procedural instructions. It’s basic text editor behavior that should work in any modern email composer, especially one built for customer communication.

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    Forum|Forum|1 day ago
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    Anna AdamsNew Participant

    Auto-Open messenger on Intercom Support pageSubmitted

    The ability to have a toggle in the Help Center settings to have the messenger default to open on the Support page. Java script like Intercom('showSpace', 'home') exists for other pages, but we cannot add it to the Intercom Support page.

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    Forum|Forum|1 day ago
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    EugenNew Participant

    Topics Explorer - APIsSubmitted

    Topics Explorer are currently only available in the UI, with no option to export data in any way, it’s mostly a visual tool.APIs around Topics Explorer would elevate this feature - eg. for internal or client reports.eg. GET Export Topics Explorer

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    Forum|Forum|1 day ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Default state in Tickets portalSubmitted

    At this time, all tickets are be shown in the tickets portal, by default all tickets states are selected.We would like to be able to configure that resolved tickets are not visible by default.The customers would still need to be allowed to select the Resolved state so that they can view those tickets, but by default the Resolved state should be unchecked.

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

    Columns in the tickets portalSubmitted

    At this time the columns that are visible in the tickets portal cannot be configured.It would be nice to be able to decide for ourselves which columns are usefull for our customers and which are not.

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    Pamela Van Gasse
    Forum|Forum|2 days ago

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