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    3157 Ideas

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    Simon kingNew Participant

    Mini gameSubmitted

    Work should not have to be boring. We need a mini game in intercom. To keep busy when work isn't busy. 

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    Forum|Forum|2 months ago
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    Mike WatlingNew Participant

    Updating Role Permissions within the Teammate setup pageSubmitted

    Oftentimes when provisioning a new Teammate, I have found that the role I want to assign requires updated permissions. In order to make the change, I must navigate out of the Teammate setup page to the Roles setup, and back again to start the provisioning again. Since Roles are exposed in the setup page in the dropdown, it would be nice to have the ability to update them directly rather than the current workflow.

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    Forum|Forum|2 months ago
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    Lane DyeNew Participant

    UI: Note vs Reply buttons are too closeSubmitted

    Our team believes the Note and Reply buttons in the Inbox are too close, and it can pose issues with agents sending customer-facing replies when they intended to leave an internal note on the conversation. 

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    Forum|Forum|2 months ago
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    Emil KarlsenNew Participant

    (Spotlight Messenger UI) Add option to change the background color of the main conversation chat boxSubmitted

    The current dark, blurry, transparent background in the main conversation area makes messages hard to read and feels distracting. Please add a setting to let us choose a solid background color for the larger chat box where the conversation happens, so we can improve readability and match our site’s design.

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    Forum|Forum|2 months ago
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    cwalsh-topstepNew Participant

    Move anchor link iconSubmitted

    I’d like to request that the “copy anchor link” button be moved to the left. It currently overlaps with the toggle icon making it difficult to use while editing articles. Whenever I go to click toggle, the anchor link is in the way: 

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    Forum|Forum|2 months ago
    vrstechnologies
    vrstechnologiesNew Participant

    Smart Security Using Biometric Access Control SystemsSubmitted

    Enhance workplace safety with smart Biometric Access Control UAE solutions from VRS Technologies. Secure offices with fingerprint and facial recognition systems for reliable access management. Contact +971-55-2093531 for advanced security solutions.Visit us: https://www.vrstech.com

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    vrstechnologies
    Forum|Forum|2 months ago
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    Phoebe DNew Participant

    The ability to delete macros in bulkSubmitted

    It would be great to be able to remove macros in bulk. I have a recurring slot to edit and amend macros but we create them very frequently and it would save a lot of time to be able to remove then en mass.  Thanks! 

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    Forum|Forum|2 months ago
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    Sophia CenNew Participant

    Business Days in Wait TimeSubmitted

    I’d like to do business days rather than calendar days in the wait time series when sending automated messages. This is especially important if we are evaluating how long a message has been abandoned for as a weekend is already 2 days.

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    Forum|Forum|2 months ago
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    Trevor HoughNew Participant

    "Sent" Tab Under "Mentions" FolderSubmitted

    I think it would be really helpful to have a list of mentions that have been sent to teammates. Sometimes, it can be hard to track down tickets that we haven’t heard back from someone on, and I think this would be a really helpful idea.

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    Forum|Forum|3 months ago
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    Steve BensonNew Participant

    Adding additional fields to Salesforce app displaySubmitted

    Adding additional fields to Salesforce app display.I would like the ability to edit visible fields on the Salesforce app on tickets.  

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    Forum|Forum|3 months ago
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    Hannah D.New Participant

    News LabelSubmitted

    It’d be great to customize the name of “News” in messengers’ footer.The format of News outbounds is so unique, we are hoping to adopt it for pro-tips but can’t as “News” is used other places in product and would create user confusion. I am hoping to label this section “Feed” or “Tips” instead of “News”. 

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    Forum|Forum|3 months ago
    Andrii Fedyk
    Andrii FedykActive User

    Add link to Article in webhook event when using Article InserterSubmitted

    Attached article to a messageWhen an article is added to a message, the related webhook doesn’t include any article information: The link to article will he helpful during the integration with 3th party platforms.The similar issue was well described here 

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    Forum|Forum|3 months ago
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    Employee
    Krizza HababagEmployee

    When forwarding an email externally from Intercom, original attachments should be included in the forwarded emailSubmitted

    Customer reached out about a gap around preserving original attachments in externally forwarded emails.  For now, the workaround they’ve already been using, downloading the attachment from the Intercom conversation and manually re-attaching it to the forwarded email. It’s a long process rather thatn just forwarding the email with the attachment ready same with emails.

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    Employee
    Forum|Forum|3 months ago
    Pat Barlow
    Pat BarlowConnector

    Ability to react with an emoji to internal notesReleased

    I’d love to be able to react to mentions in conversations to acknowledge them, rather than needing to leave another reply, which just makes the thread harder to navigate later down the line

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    Forum|Forum|3 months ago
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    AnkotNew Participant

    Incorrect "Out of Stock" Labeling for Shopify Pre-ordersSubmitted

    Currently, Fin for Ecommerce pulls inventory data from Shopify and automatically labels any product with zero or negative inventory as "out of stock." This occurs even when the "allow customers to purchase this product when it's out of stock" (oversell) setting is enabled in Shopify for pre-order items.Impact:Fin provides misleading information to customers by stating available pre-order items are "out-of-stock". This creates unnecessary friction and directly results in lost sales.Requested Solution:Intercom should provide a toggle or configuration setting that allows vendors to control how Fin interprets and presents inventory status. Specifically, Fin should recognize Shopify's "allow oversell" metadata and treat those items as "in stock" or "available," rather than defaulting to a hardcoded inventory count.

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    Forum|Forum|3 months ago
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    Davide BugginNew Participant

    Checklist StatusSubmitted

    Hi Intercom community!After spending time exploring Checklists and confirming with Intercom Engineering Support, there is currently no native way to know when a user has completed a checklist — the checklist is purely a UI guide and doesn't write any data back to the user profile or expose a completion event.What I'd love to see is one (or both) of the following:1. **A native "checklist status" field on the user profile** — automatically updated when a checklist is completed (e.g. completed / in progress / not started), queryable and syncable with external tools like HubSpot.2. **An option inside each checklist to map completion to a user attribute** — similar to how surveys automatically write the score to a user attribute, it would be great if you could configure which attribute gets updated (e.g. `checklist_onboarding_completed = true`) when all steps are done.Right now the only workaround is to track completion from the product side and update the attribute via API — which adds unnecessary complexity for what should be a straightforward signal.This would be especially valuable for onboarding flows where checklist completion is a key milestone to track and act on (reminders, CRM updates, stage changes, etc.).Would love to hear if others have run into the same limitation!

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    Forum|Forum|3 months ago
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    Ayaka KuriharaNew Participant

    Improve Article Table Usability with Sticky/Fixed Headers and Better UI/UXSubmitted

    Currently, tables in the Article feature become very difficult to use when they contain many rows or columns. Once users scroll through the table, the column headers and row labels disappear, making it hard to understand the data being viewed.At the moment, there is no option to pin/freeze headers like in Excel, and even HTML-based approaches such as using <thead> are not supported as sticky headers. This creates a poor reading experience for both internal teams and end users who rely on Articles for structured information.I would strongly request improvements to the Article editor’s UI/UX, especially for table usability, including features such as:Sticky/fixed table headers while scrolling Sticky first column support Better handling of large tables on desktop and mobile More flexible and modern table customization options Overall UI/UX improvements for Article content componentsGiven that Intercom is a premium product with a significant licensing cost, I believe stronger investment in usability and content experience is important. Improving the Article editing and viewing experience would greatly increase the value of the platform for teams managing large knowledge bases and documentation.

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    Forum|Forum|3 months ago
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    DebraNew Participant

    Translate conversation previews in “Drill In” viewSubmitted

    Hi! When reviewing conversations to spot trends, I often use the “Drill In” view because it’s a much faster way to scan conversations without fully opening them.However, unlike the Inbox view, the preview doesn’t have the AI translations feature. Since our audience speaks multiple languages, this makes it very difficult to quickly understand what’s happening across conversations.It would be incredibly helpful if conversation previews in the “Drill In” view supported the same translation functionality as the Inbox view. That would make this already great workflow much more usable for global support teams.

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    Forum|Forum|3 months ago
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    RimNew Participant

    Operator - Product FeedbackSubmitted

    Spent the day going through several of the suggested prompts as well as custom ones, and below are our initial impressions so far.Operator - Product FeedbackThings we loveGreat for data analysis and identifying patterns not readily available in Intercom reporting. Successfully reviewed and restructured our refund guidance, and it even recommended creating a new procedure for it. Being able to drill into Operator from various areas in Intercom is great for giving it a head start on context gathering. Helps us dive deeper into Volumes and Coverage and identify potential gaps for our WFM team to focus on.Suggestions for ImprovementsAbility to export generated tables or visuals. Ability to share outputs or entire threads with teammates. Ability to rename threads. Ability to drill into relative conversations based on analysis. Very important for relative coaching observations. Overall improvements needed in the speed at which it processes prompts and returns outputs. Especially complex inquiries and/or large datasets. When processing Intercom data, default to using existing Intercom metrics rather than calculating them from scratch.

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    Forum|Forum|3 months ago
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    Breanne ParksNew Participant

    Make it easier to switch between Monitors and InboxSubmitted

    Our team is taking over AI reviews and needs to be able to switch between Monitors and Inbox effortlessly. Right now, if someone is reviewing conversations in Monitors, they can see the Inbox on the left. But if they click into a conversation to reply to a customer from the Inbox, it takes them out of Monitors, and getting back to it requires 5 clicks: Fin AI > Analyze > Monitors > Select Monitor > Filter Reviewer. They will be going back and forth between these all day and that's just not a workable workflow.Using multiple tabs side by side isn't a great workaround either. We've had issues in the past with away and available statuses not syncing correctly across multiple tabs, so staying within one window is the goal.Ideal solution: each user keeps their existing Inbox, but also gets a Monitors Inbox that pulls in all conversations assigned to them for review.

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    Forum|Forum|3 months ago
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    Sharon RingerNew Participant

    Help CentresSubmitted

    I have abandoned creating another Help Centre. This is because when you click on a 2nd Help Centre, you see everything thats in the 1st Help Centre. You cant see or order what is in an additional Help Centre. May I make a suggestion that when having multiple help centres, there is a view to easily manage the contents and order.

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    Forum|Forum|3 months ago
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    ClarkNew Participant

    View @ mentions when conversation access for a role is set to "Conversations assigned to them only"Submitted

    Hi everyone,We’re currently optimizing our assignment workflows to improve team efficiency and eliminate cherry-picking.To ensure a fair workload, we want to restrict our Specialists' view by setting Role > Conversation Access to "Conversations assigned to them only." This forces the team to rely purely on balanced assignment or the "Pull" feature within their personal inboxes.The ProblemOnce this restriction is enabled, Specialists cannot view conversations where they are @mentioned unless the ticket is explicitly assigned to them.I understand why this happens technically (they don't own the conversation), but it completely blocks our internal collaboration.Why This MattersWe are onboarding more departments into our Intercom workspace, making cross-functional collaboration vital. Currently, we are forced to choose between two options that don’t suit our needs: Allow cherry-picking just so the team can collaborate via @mentions. Stop cherry-picking, but completely isolate our agents from internal help. Desired OutcomeWe need a way to bypass the "assigned only" restriction specifically for @mentions. Teammates should always be able to view and respond to a conversation if a colleague tags them, regardless of who owns the conversation.Implementing this would give our managers time back, ensure a fair workload, and keep our cross-department collaboration smooth.  

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    Forum|Forum|3 months ago
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    Jameson ThomasNew Participant

    API support for draft versioning of existing published articlesSubmitted

    Feature RequestExpose the Help Center article draft-versioning system via the Articles API. Specifically: the ability to save a pending revision of an existing published article without affecting the live version, and to publish that staged revision on demand — mirroring the draft-version behavior currently available in the UI editor.Current behaviorThe API supports creating new articles in a draft state before first publication. However, once an article is published, any PATCH to its content takes effect immediately on the live version. There is no API equivalent to the UI's "save draft version" workflow, where a revision can be prepared and held without going live.Desired behaviorPATCH /articles/{id} with a draft body parameter creates a pending revision without altering the live article The live article remains visible to customers until explicitly published A subsequent PATCH with state: published (or equivalent) promotes the staged revision to live Ideally, bulk-publish support for promoting multiple staged revisions simultaneouslyUse caseTeams managing large Help Centers frequently need to coordinate content updates with product releases — updating terminology, adding new sections, or revising instructions to match UI changes that haven't shipped yet. With the current API, the only options are:Execute all changes live on release night, accepting the risk of a partially-updated knowledge base if something fails mid-run Apply changes manually through the UI editor in advance to use the draft-version feature, then publish from the UI on release night — which negates the scalability benefit of the API for large update batchesNeither option is well-suited to teams managing hundreds of articles across a timed release. Draft versioning via the API would allow content teams to prepare, review, and stage updates programmatically in advance, then publish atomically at go-live — the same workflow the UI already supports, extended to API-driven automation.Priority signalThis gap is most acutely felt during major product releases that require coordinated, cross-KB content updates. The inability to stage changes via API forces a choice between manual UI work at scale or live execution risk on release night. For teams using the API specifically to reduce manual overhead, this is a meaningful limitation.

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    Forum|Forum|3 months ago
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    BahaaGamalNew Participant

    the removal of quick reply buttons in the user chatSubmitted

    This was a good option for making the chat more user-friendly. You didn't have to remove it. It was one of the best options for adjusting our replies to customers. I was looking for a similar tool for the other services I use, and it was just like yours. That was a bad move, and you don't need to do that. I like the new UI and Intercom overall, but that was a shame, to be honest. Bad move.

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    Forum|Forum|3 months ago
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    Noel CollingsNew Participant

    Add the ability to track and report on ticket ageSubmitted

    There is currently no way to track tickets by their ages (it - the amount of time they have been opened).As an example - my support team are targeted on closing a certain percentage of tickets within 48 hours, and also need to report on tickets that are open long-term.At present none of this is possible.  Ideally there would be a optional columns for “Ticket Age (hours)” and “Ticket Ages (days)” would then be added to views and reports.

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    Forum|Forum|3 months ago

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