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    3157 Ideas

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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|2 months 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|2 months 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|2 months 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|2 months 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|2 months 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|2 months 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|2 months 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|2 months ago
    Nikki McLaughlin
    Nikki McLaughlinActive User

    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|2 months 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|2 months 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|2 months 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|2 months 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|2 months 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|2 months 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|2 months ago
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    Oksana AliyevaNew Participant

    Option to use team inbox SLA as attributes in the workflowsSubmitted

    It would be great to be able to use the SLAs for team inboxes with response times the same way as we can automatically enter attributes in the messages or notes. Right now the idea I have is for the reusable workflow to be triggered by the agent, which would post current response time for each team that we have, and they would be used to write custom message for the user after the request is passed to relevant team. It is possible to post the ETA with the automation, but this way the agent reply loses points in its individuality and care, so hope you add such an option too :)

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    Forum|Forum|2 months ago
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    Anastacia ANew Participant

    Ability to react to Customer messages with EmojisSubmitted

    Wanting the ability to react to customer messages not only on internal notes. This is good for channels like slack where an emoji could be seen on the inital message to signify action is being taken without having to go into the thread. 

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    Forum|Forum|2 months ago
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    LouiseKleinNew Participant

    Notifications ToggleSubmitted

    Action notifications should be a personal preference that users can toggle on or off. We can disable them workspace-wide through the API, but preferences vary: some people find them useful, while others strongly dislike them. This should be a user-level setting, not a workspace-wide default.  

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    Forum|Forum|2 months ago
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    Chantel BrownNew Participant

    Feature Request: Ability to CC Intercom Seat Holders on Outbound EmailsSubmitted

    Currently, when an agent holds an Intercom seat, they cannot be CC'd on outbound emails sent through Intercom by another agent. The only available workarounds are tagging the agent in the notes section or reassigning the ticket entirely, neither of which is ideal when the need is simply to keep someone in the loop or copied on a back-and-forth email thread.This creates a challenge for teams where not all seat holders are full-time Intercom users. We do not believe this would introduce any risk of an email loop, as the intent is simply to copy an internal agent on an outgoing email, no different than a standard CC in any email client. Adding this functionality would bring Intercom more in line with how email naturally works and would greatly improve our visibility across the team when needed.

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    Forum|Forum|2 months ago
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    Jeff LeppinkNew Participant

    We need a better way to organize linked content in the Knowledge sectionSubmitted

    We would like to request a better way to organize linked websites for Help Center content (linked websites cannot be managed or organized, even into simple folders.) They currently sit stacked on the left menu bar and it’s a mess. 

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    Forum|Forum|2 months ago
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    Jeff LeppinkNew Participant

    Organize external links into foldersSubmitted

    We would like to request a better way to organize linked websites for Help Center content (linked websites cannot be managed or organized, even into simple folders.)!--scriptorendfragment-->

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    Forum|Forum|2 months ago
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    Madeleine AcevedoNew Participant

    Built-in feature for anonymous end user trackingSubmitted

    I want to track anonymous end users searching for articles. This is a feature Zendesk has built into their platform and should really be a standard in Intercom. Right now, the only way to get this specific is to use the Google Analytics integration (according to FIN, but FIN is often inaccurate). Not having this feature is a big setback and doesn’t provide for accurate analytics.

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    Forum|Forum|2 months ago
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    PrincessNew Participant

    Prevent visitors replying to closed conversationsSubmitted

    Please add an hours and minutes option for "Prevent users replying to closed conversations"? Having it set to a minimum of 1 day feels a bit too long for us.

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    Forum|Forum|2 months ago
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    Jessica from AmericorNew Participant

    Feature request: Preserve forwarded email content and attachments from Apple Mail in IntercomSubmitted

    Hi Intercom team,I’d like to submit a feature request regarding forwarded emails and quoted content handling in Intercom. Feature requestIt would be very helpful if Intercom could preserve and expose the full forwarded email content, including quoted messages and attachments, regardless of which email client was used to forward the email. Current behaviorWhen an email is forwarded from the web interface of the email provider, the forwarded content and attachments are visible in Intercom as expected.Example conversation:https://app.intercom.com/a/inbox/iln7babw/inbox/shared/all/conversation/215474365038458?view=ListHowever, when the same email is forwarded from Apple Mail on macOS, the quoted forwarded content and/or attachment is not visible in Intercom.Example conversation:https://app.intercom.com/a/inbox/iln7babw/inbox/shared/all/conversation/215474364926343?view=List Why this mattersOur workflow depends on reading forwarded customer emails inside Intercom and also accessing this conversation data through exports and the API.At the moment, if the email is forwarded from Apple Mail, the quoted forwarded content is not available in the Intercom conversation export as text or PDF, and the same incomplete data is returned through the API.This makes it difficult to reliably process forwarded emails, because the available conversation content depends on the email client used by the sender. Expected improvementPlease consider adding support for preserving and exposing the full forwarded/quoted email content and related attachments in Intercom, including cases where the email was forwarded from Apple Mail or other desktop email clients.This would make forwarded email handling more consistent across email clients and more reliable for API-based workflows.Thanks!  

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    Forum|Forum|2 months ago
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    Caro TealNew Participant

    Reports / statistics for reusable workflowsSubmitted

    Currently there is no viable way to track statistics for reusable workflows, the only available numbers are general ones, without an option to filter by date. In reports about workflows - reusable workflows are not on the filter list, so cannot be tracked. Idea - enable time filter for reusable workflows in order to be able to see the workflow performance through time and compare it’s performance as per the changes that were made to it, how many tickets are resolved within this workflow versus how many are being escalated further. 

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    Forum|Forum|2 months ago

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