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    3157 Ideas

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    Julian BurkeNew Participant

    Feature Request: Cross-channel ticket mergingSubmitted

    We need the ability to merge related emails/phone calls/chat tickets regardless of the original DNA of the channel type.

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    Forum|Forum|2 months ago
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    UjjwalNew Participant

    iOS App Feedback (Primarily Feedback, Not a Feature Request)Submitted

     First off, I wanted to share that the new iOS app update feels like a significant improvement overall. The UI refresh looks modern, navigation feels cleaner, and features such as inline image rendering within email chains are genuinely useful. The update has encouraged me to use the mobile app much more frequently than before.That said, after spending more time with version 5.0.0, I came across several issues and pieces of feedback that I wanted to share with the team.1. Blurry UI During NavigationObserved BehaviorWhen navigating between different sections of the app, portions of the UI occasionally become blurry or appear improperly rendered.Additional Notes The issue often improves or resolves after scrolling. The behavior is intermittent but noticeable enough to impact usability. Screen recording was provided in the support conversation. FeedbackThis feels like a rendering or view refresh issue that may have been introduced with the new UI architecture.2. Queue Count Synchronization IssuesObserved BehaviorQueue counts do not always update correctly after conversations are automatically assigned.Example Conversations were successfully routed from the SME queue to individual team members. The SME queue should have shown 0 conversations. Instead, it continued displaying 3 conversations. Pull-to-refresh did not resolve the discrepancy. The only workaround was completely closing and reopening the application. FeedbackThis can create confusion when managing workload and queue health because the displayed counts do not accurately reflect the actual state of assignment.3. Missing "Reassign Replies" Toggle (Highest Impact Concern)Previous BehaviorThe profile/settings area previously contained: Away Mode toggle Reassign Replies toggle Current BehaviorOnly the Away Mode toggle is visible.The Reassign Replies option appears to have disappeared entirely.Why This MattersUnlike the other issues reported, this directly affects team workflows and productivity.The ability to control conversation reassignment while away is an important operational feature that many support teams rely on daily.RequestCould the team confirm whether: This was intentionally removed? The setting has been relocated elsewhere? This is a bug introduced in v5.0.0? Of all feedback items listed here, this is likely the most impactful from a workflow perspective.4. App Crash When Opening Contact DetailsObserved BehaviorThe app crashes immediately when tapping on a customer's name within a conversation.Notes Screen recording was provided. This appears similar to a previous issue that occurred when opening conversations containing particularly long email addresses. That prior issue was fixed, but this behavior feels related. ImpactThis prevents access to customer details and creates a disruptive experience when managing conversations. Overall FeedbackOverall, I genuinely like the direction of the new iOS experience. The visual refresh, improved email rendering, and general modernization are all appreciated.The feedback above is being shared because I use the app heavily throughout the day and would love to see it become a reliable primary workflow tool. Most of the concerns are centered around stability, state synchronization, and preserving existing workflow functionality.If I had to prioritize the items: Missing Reassign Replies toggle Contact-detail crash Queue synchronization/count refresh issues Blurry UI rendering Thank you to the iOS team for the significant work that clearly went into this release. I look forward to future updates and am happy to continue providing feedback as I spend more time with the new version.PS - I have attached all the screen recordings on chat with a support rep from your team. 

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    Forum|Forum|2 months ago
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    AmandaaNew Participant

    Give Operator Access to MacrosSubmitted

    💡 It would be very helpful to give Operator access to macros and the ability to update multiple macros at the same time.❌ This is a pain point as macros aren't searchable by words in the macro, only the title. The contents of macros also cannot be exported, so it’s very hard to identify when macros need updated. 

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    Forum|Forum|2 months ago
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    Khalid Ali AlgehaniNew Participant

    Allow API access to all conversation parts beyond the 500-part limitSubmitted

    Hi Intercom Product Team,We are currently facing a limitation when retrieving conversation data through the Intercom API. For conversations with a large number of parts, the API response does not include all conversation parts, while the missing parts are still visible in the Intercom UI.This creates a data gap on our side, especially for analytics, reporting, auditing, and operational use cases. Since we rely on the API to ingest conversation data into our data warehouse, any missing parts can lead to incomplete or inaccurate reports.The main challenge is the current hard limit of 500 conversation parts. We would like to request one of the following improvements:Add pagination support for conversation parts. Provide a dedicated endpoint to retrieve all parts for a conversation. Include a cursor or next page token when a conversation has more than 500 parts. Provide an export option that includes the full conversation history.This would help ensure API data matches what is available in the Intercom UI and allow teams to build more reliable reporting and analytics.Thank you.

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    Forum|Forum|2 months ago
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    Ismael Martinez MoralesNew Participant

    Auto-Translation for TicketsSubmitted

     Why It Matters:Customer Experience: When customers receive replies in their native language, it significantly improves satisfaction, trust, and perceived support quality. Not replying in the customer’s language can lead to frustration, misunderstandings, and reduced resolution rates. Agent Efficiency: Manual translation of converted chats is time-consuming and error-prone. Agents spend extra effort translating messages, which slows response times and reduces the number of tickets they can handle. Scalability: As your business grows globally, manual translation doesn’t scale. Auto-translation enables seamless multilingual support without hiring additional translators or expanding language-specific teams.Risks to Consider:Accuracy & Nuance: Machine translation may not always capture context, tone, or industry-specific terminology, potentially leading to miscommunication. Data Privacy: Translating customer data through third-party services may raise compliance concerns (e.g., GDPR, data residency). Customer Expectations: If translation quality is inconsistent, customers may become frustrated when messages are unclear or inaccurate. Implementation Complexity: Integrating translation into ticket workflows requires changes to existing systems and may impact performance or user experience.Impact of Not Translating:For Customers: Receiving messages in a language they don’t understand can lead to confusion, repeated follow-ups, and a perception of poor support. For Agents: Manually translating adds cognitive load, increases response times, and may lead to burnout or errors. For the Business: Poor multilingual support can result in lower CSAT scores, higher churn, and missed opportunities in non-English-speaking markets.

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    Forum|Forum|2 months ago
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    Breanna ColeNew Participant

    Tags to MacrosSubmitted

    Would it be possible to add tags to macros or something similar? Being able to only search macros with the exact title is limiting. For instance, say I have a macro titled “As you get going”  since those are the first words of the macro, but it would be helpful to also be able to search “Getting Started” as a tag or alternate title. Something more intuitive for new learners!

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    Forum|Forum|2 months ago
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    Doug AyersNew Participant

    Search by Article IDSubmitted

    I would like the ability to search for articles by their ID, not just by their title or keywords. This makes it easier for me to navigate to a specific article to review/edit when several might match by their title or keywords otherwise.  

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    Forum|Forum|2 months ago
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    George EdwardsNew Participant

    Macros ReportingSubmitted

    As a company we are using Macros significantly more as a time saving mechanism. However, we are finding the monitoring of their usage really challenging. It would be really useful to have a reporting dash which allows us to monitor Macros. How many times they’re being used, which are the most popular etc

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    Forum|Forum|2 months ago
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    Helen Bennie02New Participant

    Folder for MacrosSubmitted

    We are desperate to have folder for our macros. This is functionality Zendesk has. Please Please bring in folders for macros! 

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    Forum|Forum|2 months ago
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    JustinNew Participant

    View teammate active statusSubmitted

    We can view which teammates are inactive/active. But, it would be great to see further into this. For example, if they are active, but for chat or phone only. 

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    tommynor
    Forum|Forum|2 months ago
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    Harrison Berry-LynchNew Participant

    Ability to check which audience a user is part ofSubmitted

    Feature request: Show audience membership used for a conversationIt would be helpful to see which audience or audiences applied to a user at the time a chat was answered.Currently, there is no easy way to check which audience a user belonged to for a specific conversation. This makes it difficult to troubleshoot issues where the answer may have depended on audience-restricted content .Requested changeIn Analyze > Conversations, add a new data field showing the audience or audiences the user was part of when the conversation occurred.This would help admins understand what content the user was eligible to receive and make it easier to investigate audience-related issues.

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    Forum|Forum|2 months ago
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    Matheus LutzNew Participant

    More fields on tickets portalSubmitted

    Hi, today i’d like to bring an idea that i’v not seen here before. Basically i’d like to see more fields on tickets portal. Today we can see only some stock fields, but any of our custom fields are displayable to see, even if you want to show it as a filter.

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    Aleksei O
    Forum|Forum|2 months ago
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    Mary DietzNew Participant

    "Mark as Spam" to improvement spam detection over timeSubmitted

    Manually using “mark as spam” should be able to learn over time what senders/key words/subjects could be considered spam. Ex. we often receive messages to do sponsored blog posts and we mark as spam. Based on the content of the message, it would be great for Intercom to learn what is more likely to be spam. I understand that Fin can be used for workflows, but then there is the added risk that something that is a legit email gets sent to spam. 

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    Forum|Forum|2 months ago
    David Coen
    David CoenNew Participant

    Add Fin Guidance and Escalation Guidance to the Intercom REST APISubmitted

    The problemWe manage Fin with a large, frequently updated ruleset: Context & clarification Guidance plus Escalation Guidance (separate objects in Train → Guidance and Train → Escalation).Today this content is UI-only. There is no public REST API to list, read, create, update, enable/disable, or delete Guidance entries — unlike Help Center articles, which we already manage programmatically via the Articles API.This creates real operational pain:No single source of truth — teams maintain a parallel wiki/repo and manually copy-paste into Intercom after every change. No programmatic audit — conversation audit events expose fin_guidance_applied with guidance id and title, but we cannot fetch that object via API to verify live text, diff against git, or detect drift. “Ghost” guidance risk — we have seen guidance applied in production (visible in conversation audit) that does not appear in the editable Train list, making it impossible to fix or retire bad rules without Intercom support. High iteration cost — when routing logic changes (e.g. buy/ramp vs gift card vs swap), updating 15–20 guidance bodies by hand is slow and error-prone (character limits, audience, channels, paused vs live). Multi-workspace sync — other customers already ask for export; we need import + update, not just export.We already automate Fin training for Help Center and Data Connectors; Guidance is the missing piece.Proposed solutionAdd REST API resources for Fin Guidance and Escalation Guidance, modeled after Articles:Suggested endpoints (names illustrative): GET /fin/guidance — list all guidance entries (paginated) GET /fin/guidance/{id} — retrieve one entry by id (same id as fin_guidance_applied) POST /fin/guidance — create PUT /fin/guidance/{id} — update body/metadata DELETE /fin/guidance/{id} — delete or archive GET /fin/escalation_guidance (+ CRUD) — separate resource for Train → Escalation tab Fields to expose (minimum):id, title, body (plain text / markdown) type or category (e.g. context vs escalation) audience, channels state (enabled | paused | draft) created_at, updated_at Optional: usage stats (used, resolved, escalated) for observabilityNice-to-haves:Deep link from Inbox audit → specific guidance id in API response Webhook / event when guidance is created, updated, or deleted MCP server support (same pattern as articles) Preview vs production workspace targeting (if applicable)Why this mattersFaster, safer Fin iteration — git-reviewed changes deployed via CI, not manual paste. Drift detection — compare live Intercom state to repo; catch ghost or stale rules. Incident response — pause or patch one guidance entry in seconds when misrouting is detected (e.g. Phaze gift-card rule matching crypto buy conversations). Consistency with existing APIs — we already manage articles and snippets are requested separately; Guidance is the core Fin routing layer and should be first-class in the API too.Related requests (complementary, not duplicate)Ability to Export Guidance — export-only; we need full CRUD + escalation Add Snippets to the Intercom API Direct API Mapping for Fin Data Connectors — our team’s related Fin automation requestHappy to share our workflow (repo mirror, deploy checklist, conversation-driven QA) if useful for prioritization. 

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    David Coen
    Forum|Forum|2 months ago
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    sonesuNew Participant

    Read-only API access to Product Tour and Tooltip element selectorsSubmitted

    When managing Product Tours and Tooltips at scale, it's common to need to audit which element selectors are being used across all your tours — for example, when migrating from CSS class selectors (.ux-name) to data attribute selectors ([data-intercom-target="ux-name"]). Right now, there's no way to do this programmatically: the REST API exposes no endpoint that returns step-level configuration, and the data export doesn't include selector values.                                     The request is simple: a read-only API endpoint that returns, for each tour and tooltip, the element selectors configured for each step. No write access needed — just the ability to inspect the configuration programmatically.Related requests: https://community.intercom.com/ideas/add-content-to-the-pr oduct-tour-from-api-10763 and  https://community.intercom.com/ideas/add-tours-backend-api-6625

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    Forum|Forum|2 months ago
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    SaikaNew Participant

    Show AI Topic and AI Subtopic directly in the Inbox conversation viewSubmitted

    When opening a conversation from Topics Explorer, it would be helpful to see the assigned AI Topic and AI Subtopic directly in the Inbox conversation view.Currently, these topics are visible in Topics Explorer but not displayed in the Inbox conversation attributes. Adding them to the Inbox would make it easier to review and verify topic assignments while working with conversations.

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    Forum|Forum|2 months ago
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    Martin S11Active User

    Phone calls in mobile conversations appSubmitted

    We use Ringover as our IVR phone but we would like to use intercoms IVR. We can’t switch because we need to be able to receive and make calls on mobile phone. Please add phone in mobile conversations app for incoming and outgoing calls. Then we can move all of our team to intercom.

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    Forum|Forum|2 months ago
    Julie Edwards
    Julie EdwardsNew Participant

    Filter Reports by SegmentSubmitted

    I was surprised to learn from Intercom Support that we’re not able to filter our reporting by Segment. We have seperate SLA’s for Internal users vs. Customers which we have broken into separate segments but no way to report on things like Time to First Response or CSAT separately. Would really appreciate this enhancement if it can be made.

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    Forum|Forum|2 months ago
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    Sarah HamiltonNew Participant

    Link more than 1 tracker ticket to a conversationSubmitted

    It would be incredibly helpful to have the ability to link more than one tracker ticket to a single Intercom conversation. This would make it much easier to manage and monitor related issues, especially in situations where multiple tickets are impacted by the same underlying problem.Having this functionality would also improve visibility when communicating updates, help ensure all affected customers are accounted for, and provide a clearer picture of the overall impact and volume of related cases. Overall, it would streamline follow-up and make ongoing issue tracking much more efficient for the team.

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    Forum|Forum|2 months ago
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    Kevin JesmainNew Participant

    CSAT Multiple ParticipantsSubmitted

    I understand the logic behind why CSAT’s aren’t sent in group conversations because it won’t know who is filling it out. An easy workaround is that if it is a group conversation and CSAT is sent it will ask the user to type their name. Really would appreciate this as 95% of our conversations are group conversations and I will likely switch to a typeform instead but would much rather keep everything in intercom.

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    Forum|Forum|2 months ago
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    Joe DymockNew Participant

    Schedule inbox rooting changesSubmitted

    It would be great to be able to schedule changes in agent’s primary and secondary inbox rooting in the future. At the moment this is having to be done manually, meaning a team member with access has to come online out of hours to action. 

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    Forum|Forum|2 months ago
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    Noes N. SmeltNew Participant

    Voicemail status as filterSubmitted

    I could use extra status filters for phone voicemail such as ‘not called back’ and ‘called back’. Take callback request as example with 4 filter options. Voicemail only has 1 which is all. For teammates on call it is efficient to have a view with ‘pending voicemails, action needed’. For Team leads it is good to see for monitoring purpose how many voicemails have been left without with and without taken action.

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    Forum|Forum|2 months ago
    David Coen
    David CoenNew Participant

    Bulk merge conversations from Inbox multi-selectSubmitted

    SummaryAdd a bulk “Merge into…” action to the Inbox, so agents can select multiple conversations at once and merge them into a single primary conversation — instead of merging one pair at a time.ProblemWe regularly receive multiple open conversations from the same contact about the same issue (duplicate threads, follow-ups sent as new conversations, etc.). Intercom now supports merging conversations, but only one merge at a time via “Merge into” inside a single conversation.When a contact has 3–10+ duplicate threads, our workflow becomes:Open the primary conversation Merge conversation B into A Repeat for C → A, D → A, E → A, …Each step requires opening or searching for the next conversation and confirming the merge individually. This is slow, error-prone, and does not scale during incidents or high-volume support periods.Current behavior• Inbox multi-select supports bulk actions such as assign, reply/note, snooze, close, and edit attributes• Merge is not available as a bulk action• Merge must be done pairwise from within a conversation• There is no REST API to merge conversation threads programmatically: https://community.intercom.com/api-webhooks-23/conversation-merge-via-api-13753Proposed solutionExtend Inbox bulk selection with a Merge action:Agent selects multiple conversations in the Inbox (checkboxes, same as existing bulk actions) Agent chooses “Merge into primary…” Agent designates one selected conversation as the primary thread (or Intercom suggests the oldest/most recent open conversation) All other selected conversations are merged into the primary in one action Show a clear confirmation summary before execution (e.g. “Merge 4 conversations into #12345?”)Nice-to-have (not required for v1)• Restrict merge candidates to the same contact (same as today’s merge rules), with a clear error if selection is invalid• Optional: merge from the “Recent conversations” sidebar without opening each thread in a new tab (related: https://community.intercom.com/ideas/merge-conversations-from-recent-converstions-sidebar-app-14549)• Audit trail: which teammate performed the bulk merge and which conversations were combined• REST API endpoint for programmatic merge (for automation / dedup workflows)Related requests• Inbox bulk actions discussion: https://community.intercom.com/inbox-9/which-bulk-actions-would-you-like-in-the-inbox-1510• Faster pairwise merge from Recent Conversations sidebar: https://community.intercom.com/ideas/merge-conversations-from-recent-converstions-sidebar-app-14549• Merge conversations & tickets beta feedback: https://community.intercom.com/product-updates/merge-conversations-tickets-beta-available-6853Why this matters• Faster triage when customers open many duplicate conversations• Less context switching for agents during busy queues• Consistent with existing Inbox bulk-action patterns agents already know• Reduces resolution time and the risk of replying in the wrong duplicate threadUse case exampleA customer opens 6 separate conversations about the same purchase issue. Today we need 5 separate merge operations. With bulk merge, we would select all 6, set one as primary, and complete the consolidation in a single step.Happy to provide more workflow details or join a beta if helpful.

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    David Coen
    Forum|Forum|2 months ago
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    alexheidiNew Participant

    Operator Drill - In link available in sharable linked viewSubmitted

    Loving deep analysis with Operator.This click to drill in view is so nice for me as an end user, but shareability is lacking, when I copy the link into my post-analysis document the link breaks (understandably). It would be amazing to send my LT to the specific drill down list to view the threads in-line as they are reading through the analysis  

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    Forum|Forum|2 months ago
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    BreeNew Participant

    Allow us to configure logic to skip CSAT surveys if the final agent message was not viewed by the customerSubmitted

    We have encountered situations where users overlook the final message sent by our agents before the conversation is marked as closed, often due to inactivity. Since CSAT surveys are automatically triggered once the conversation is closed, some users submit negative feedback because they believe they never received a response.It would be helpful to have the ability to configure a workflow condition that skips the CSAT survey if the final agent message has not been viewed or opened. This would help ensure CSAT ratings more accurately reflect the customer's full support experience, rather than being skewed by unseen agent responses.

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    Forum|Forum|2 months ago

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