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    Lane DyeNew Participant

    Add "Open in Inbox" on Company pageSubmitted

    ProblemThere is no way to open a ticket's full-detail view directly from the Company Page > Tickets tab. Users must navigate to the Inbox and locate the same ticket to view ticket attributes, form data, and other details.Current ExperienceOpen the Company page and find the ticket in the Tickets tab. Navigate to the Inbox and open the same ticket. View the full details in the right-hand ticket details panel.Proposed SolutionAdd a direct link from tickets in the Company Page > Tickets tab to the ticket's full-detail view in the Inbox.Expected OutcomeUsers can access complete ticket details with a single click, reducing navigation and improving efficiency.

    0
    2 months ago
    MichaelaTeyaNew Participant

    Custom snooze preset for the next business day at a specific timeSubmitted

    Please add the ability to create a custom snooze preset that reopens a conversation at a specific time on the next business day.For example:“Next Monday at 8:00 AM”The preset should calculate the next applicable working day based on the workspace’s office hours and the day and time when the conversation is snoozed.Use caseWe operate a crisis hotline. During weekends, our team monitors conversations only for urgent or crisis-related cases. Non-urgent enquiries should not be handled immediately, but they need to be reopened automatically when the full support team starts work on Monday at 8:00 AM.For example: A non-urgent enquiry arrives on Saturday at 3:00 PM → reopen on Monday at 8:00 AM. A non-urgent enquiry arrives on Sunday at 4:00 PM → reopen on Monday at 8:00 AM. A non-urgent enquiry arrives on a weekday outside business hours → reopen at the start of the next business day. Our workspace business hours are Monday–Friday, 8:00 AM–8:00 PM, in the Prague timezone.Current limitationThe built-in snooze presets are fixed. The “The next Monday” option always reopens conversations at 9:00 AM and cannot be adjusted to match our business hours. Workflows and macros only support fixed durations, such as 24 or 48 hours, and cannot calculate the next Monday at 8:00 AM.Using Custom and manually selecting the date and time for every conversation is not practical for our team. It is time-consuming and creates a risk of inconsistent handling or incorrect dates and times, especially when multiple non-urgent enquiries arrive during the weekend.Requested functionalityPlease consider adding one or more of the following options: Allow workspace administrators to change the time used by the existing “The next day” and “The next Monday” presets. Allow users to create custom snooze presets, such as “Next Monday at 8:00 AM”. Add a snooze action that reopens a conversation at the start of the next business day, using the workspace’s configured office hours. Allow Workflows or macros to calculate a future snooze time based on office hours, day of the week, and the time the conversation was received. This would be especially valuable for teams that provide limited weekend or out-of-hours coverage and need non-urgent conversations to be handled at the start of the next full business day.

    0
    2 months ago
    Amalie Malthe LudvigsenNew Participant

    Icons for nested foldersSubmitted

    In our Help Center we have six different collections. In one of the collections we have approximately 10 nested collections. These nested collections are divided into folders based on the different parts of our system. Each of these folders just have a standard folder-icon, which is not possible to change. I want to be able to change the folder icon so that the folder icon matches the icons in the different parts of our system, and so that there is consistency between the system and our support center. 

    0
    2 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Improve email signature customizationSubmitted

    I’ve noticed a couple of issues with the email signature that impact its appearance and professionalism: Font inconsistency: The font in the signature is larger and different from the rest of the email body, which makes it look mismatched and less polished. Line spacing: When customizing the signature, I added intentional blank lines (e.g., between our website and “Need help?...”), but these are not reflected in the final version. These limitations make it harder to present a consistent and professional brand experience. Allowing more flexible customization (e.g., consistent fonts, preserved spacing, and layout options) would make signatures look cleaner and ensure they align with the rest of the email design.  

    3
    2 months ago
    SarahtheSandmaam
    SarahtheSandmaamNew Participant

    Allowing Monitors for Human-Only Teammates (No Fin Requirement)Submitted

    Hello! 👋 Our Quality Assurance team has a strong focus on manually evaluating conversations handled only by our human teammates. At this time, Monitors will not pull conversations for review unless the following parameter is met:The conversation must include at least 2 messages from Fin and 2 messages from the customer. Would it be possible to not have this parameter in place? A substantial amount of our conversations (especially emails) do not involve Fin, and they are equally important for evaluating the overall Customer Service experience. Thank you! 😊

    0
    2 months ago
    Jessica Quinn
    Jessica QuinnNew Participant

    Intercom Messenger Pop up Notifications to only appear in one tab instead of all open tabsSubmitted

    Currently, pop up notifications that come through the messenger (such as responses/ message notifications) come through in all open tabs and require the user to close the same notification from the messenger in every open tab manually.Some more ideal options:All pop up messenger notifications would only show in the tab/ page where you asked started the chat from if still open (for example, if you start a chat asking about workflows while on a workflow page, you would only get pop up response notifications there instead of another open tab where you are in the help desk) or Pop up messenger notifications would only show from the last tab/ page you were active on (for example, if you have the help desk, messenger settings, and help desk open in different tabs and last had activity or made changes in the messenger settings, that’s the tab you would get the pop up notifications and nowhere else) or Pop up messenger notifications would only show from the most recently opened tab/ page (i.e. if you have 3 tabs open, you would only receive the pop up notifications in the last one you opened)This would also really help if you have multiple ongoing conversations with Intercom support for example so that you would only get the pop up notifications on the page of the feature you are being assisted with instead of in every tab/ on every page you have open (so that you can keep the responses/ conversations organized by tab with the feature open instead of sifting through the messages tab of the messenger or getting all of the notifications everywhere)

    7
    2 months ago
    Leon21New Participant

    Topics Explorer Data ExportSubmitted

    I would like to export the data from the Topics Explorer in order to create a monthly report for our product team. This would help us highlight the top pain points, common questions, and potential solutions. Having access to this export would greatly support our ability to evaluate our product and identify issues more effectively.

    1
    2 months ago
    RichieNew Participant

    Allow CC and BCC recipients to be added to Fin's outbound email repliesSubmitted

    Currently, Fin AI Agent has no way to add CC or BCC recipients to its outbound email replies. Fin can only carry forward participants that were already on the inbound thread , there is no mechanism to inject a standing address into every reply Fin sends. When human teammates reply, they can manually add CC or BCC recipients. But when Fin handles the conversation autonomously, there is no equivalent option, meaning automated responses fall outside these oversight and compliance workflows entirely. What we're asking forThe ability to configure one or more standing CC and/or BCC addresses that are automatically included on every email reply Fin sends. Ideally this would be configurable at:Deployment level — a global setting under Fin AI Agent > Deploy > Email that applies to all Fin email replies Workflow level — an option within the "Let Fin handle" step for more granular control per workflowThis would bring Fin's email behaviour in line with what human teammates can already do manually, and ensure automated responses aren't excluded from compliance, audit, and oversight processes.The reason why we are asking for this?Audit and ComplianceProvides an easily accessible audit trail that can be used for internal investigations, compliance reviews, information requests, and quality assurance activities without relying solely on the Intercom platform.Operational VisibilityAllows authorised staff to search and review AI-generated outbound communications directly within Outlook, reducing the need for additional platform access when validating customer interactions.

    0
    2 months ago
    Maddy SimonseNew Participant

    Add Spell Check to Help article editorSubmitted

    Right now, the Intercom help article editor doesn’t have spell check. You need to rely on extensions to see simple spelling errors. Request to add simple spell check functionality to the help article editor. 

    0
    2 months ago
    steveddanielsNew Participant

    Newsfeed styling needs a huge upgradeSubmitted

    The styling options for Newsfeeds are so limited as to make it almost impossible for Newsfeeds to meet basic accessibility and usability requirements. For example:The link text in the header is always white, no matter what background color or image is shown behind it. So the header basically has to be a dark background. The footer is always white, so only a dark-color logo will show in the footer… which of course conflicts with the fact that only a light-color logo will work in the header.  The uploaded logo image is so small as to be completely unreadable Author avatars show as… white text on a white background (?) so they basically just appear as blank white space in each post. There are no styling options at all for post content There is no way customize fonts There is no social button available for Instagram, for some reasonThis makes it very difficult for us to even adopt the Newsfeed feature at all. The Newsfeeds should be brought up to parity with the styling options available in Help Center (custom fonts, more color options, etc). Ideally styling could be configured globally and applied to all features (Help Center, Messenger, Newsfeed, etc), but that’s a longer-term dream :)   

    4
    2 months ago
    Evie LynchNew Participant

    Outage workarounds -> messenger downSubmitted

    During product outages when the Messenger is unavailable - it makes it almost impossible to notify affected customers directly. Outbound messaging currently cannot filter by ticket status (for example, “Open” tickets). This makes it difficult to target only customers who currently have open support tickets.A solution would be:The ability to filter outbound audiences by ticket status (e.g., Open tickets).This would make it much easier to proactively communicate with affected customers during incidents

    0
    2 months ago
    Tim SchoutenNew Participant

    Possibility of a left sidebar in the helpdesk to navigate between topics, subtopics and articlesSubmitted

    We are using intercom a lot and has been a great tool so far. However now that we are growing and our helpdesk is growing as well, we notice that the current way the navigation is setup becomes way too complex for our customers and even ourselves. Once somebody clicks on an article from the homepage of our documentation, they can't clearly see under which topic/parent that page belongs (besides the breadcrumbs). For example we could have the topic onboarding which involves 6 articles and a topic authorisations which can have 10 articles for each authorisation we offer. To navigate between articles onder 1 of these topics is currently not super straightforward. Long story short, what we are really hoping, as we don't want to have to migrate to another tool just for our helpdesk/docs; is if it would be possible to have a sidebar available in the documentation/helpdesk. This would allow people to know exactly where and under which hierarchy they are viewing an article and allows them to easily navigate between articles on certain topics without having to always navigate back to the homepage to find the relevant article. Here are a few examples of other companies that do have helpdesks/docs with a sidebar to show what I mean:- https://docs.birdie.so/birdie-docs- https://docs.northbeam.io/docs/getting-started-with-northbeam- https://academy.madgicx.com/lessons/facebook-dashboard So basically the sidebar allows you to see where and under which topic/subtopic you are viewing an article, plus it allows you to easily switch between articles from any topic from any page.Thanks in advance for any upvotes!💪🏼

    2
    2 months ago
    ImmortalNew Participant

    Monitors Reviews Notes: add formatting optionsSubmitted

    I recommend implementing a WYSIWYG field for the Notes section in the Review area. This enhancement would significantly improve the readability of feedback provided to agents, making the information clearer and more accessible.

    0
    2 months ago
    miamNew Participant

    Monitor Reviews: add related reviewsSubmitted

    Given that multiple agents may engage with a single chat, it is possible for several reviews to be associated with one conversation, which could lead to confusion. To enhance clarity, I recommend implementing a “related reviews for this chat” feature within the review section, located under the “Submit Review” button. This addition could greatly improve the QA experience.

    0
    2 months ago
    miamNew Participant

    Qualification tabSubmitted

    It is important to review the details regarding which agent made edits to the fields in the Qualification tab, along with the corresponding date and time of these changes. This information could be effectively incorporated into the `Show conversation events` feature for better tracking and transparency.  

    0
    2 months ago
    miamNew Participant

    Monitor Reviews: add the possibility to share the link to the reviewSubmitted

    At present, there is no functionality that allows users to copy a link to the review or to view the review directly within the chat tabs. It is essential for us to have the capability to share links with both leads and agents, particularly when specific reviews require greater attention.

    0
    2 months ago
    alexheidiNew Participant

    Translate help centreSubmitted

    Ability to auto trnaslate help center, ideally syncing an image creation tool that translates UI although tech is probably not there yet.

    1
    Jonas Arvidsson
    2 months ago
    KaydeNew Participant

    Option to Disable \ for macrosSubmitted

    This wasn’t a problem until recently, but something seems to have updated over the weekend where both # and \ open the macro list. I’m sure that’s helpful to someone, but the thing is that \ is how I open Grammarly snippets, and since Intercom now has that, it makes it impossible to open Grammarly inline.  The # was more than enough. Please at least give me the option to disable the secondary option so I can use Grammarly in the inbox

    0
    2 months ago
    Katie MayhewNew Participant

    Schedule emails from the inboxSubmitted

    It would be good to have the ability to schedule emails sent from the inbox to allow forward planning of adhoc outreach. 

    6
    2 months ago
    Ainaz 🧚‍♀️New Participant

    добавить фильтр, где можно посмотреть затегированные и незатегированные чатыSubmitted

    добавить этот фильтр было бы очень удобно. мы в компании делаем результаты тегирования чатов за месяц, хотим тегировать польностью чаты

    0
    2 months ago
    Jen McGeeNew Participant

    Folders for tagsSubmitted

    Would love to be able to organize all our tags by folder, just like we do with macro’s. It would make adding tags so much easier, not having to scroll through forever to find the tag. Especially since I have to use tags for several workarounds, we are getting to be heavy on tags. 

    0
    2 months ago
    DianaActive User

    Custom data field filteringSubmitted

    to be able to filter by custom data fields = NULL (having not be filled out or selected) Really annoying you can’t do this right now. 

    0
    2 months ago
    Adam KnowlesNew Participant

    Reporting: Tracker tickets created by teammateSubmitted

    Currently, reports can show ticket metrics like “New tickets,” but there isn’t a way to report on how many tickets a specific teammate has created by ticket type (for example, Tracker tickets). You can only see the ones they are assigned to. It would be useful to add a report metric or breakdown that shows tickets created by each teammate, with the ability to filter by ticket type such as Tracker tickets. This would make it easier to measure individual contribution and track volume for internal ticket categories.

    0
    2 months ago
    Rose | Technical SupportNew Participant

    Reporting around agents manually reassigning assignees and inboxesSubmitted

    I want to be able to pull reports using criteria found in the “event history” of a ticket. For example, I have an agent who gets a ticket assigned via Balanced Assignment. He then goes in and manually changes Assignee: unassigned, and Team Inbox: unassigned. The activity appears in the event history of a ticket. I am not able to pull any data around actions that only appear in the event history. I can only pull data around tickets being reassigned, which is not helpful in this case. I also can’t use the filters around ‘current assignee’ because that has changed between the time of the action taking place and pulling the report, and is also not relevant to what I need to track. Use case: Agent is unassigning themselves from tickets they don’t know how to do. Create a report to track Tickets that have the action “X agent changed status from Assignee: X to Assignee: Unassigned”. That way I can then filter by ticket category or case type to understand product knowledge gaps and use for training purposes. 

    0
    2 months ago
    Erika KronwaldNew Participant

    CSAT goes to the current participant, not the originalSubmitted

    I was surprised to find out that if a participant of a ticket is changed, the CSAT still sends to the original person. For example, someone from our sales team might forward an email to us, and even though we've removed them and added the customer as the participant, the CSAT score will go to the original sender (in this case, the sales person). I was definitely surprised that it doesn't take into account the person who is actively the participant on the ticket, but I assumed the system was smart enough to pick up who the active participant is at the time of sending a CSAT survey.  

    0
    2 months ago
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