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    3157 Ideas

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    Noel CollingsNew Participant

    Additional schedule options for Posts and BannersSubmitted

    We have intercom built into our hosted product which allows us to deploy banners and posts directly users logged into the app.We carry out automated upgrades on the 2nd Tuesday of each month.  The current schedule options for banners and posts do not allow for that kind of option - it only allows for a set date of each month.Could the schedule options be expanded to be more flexible?

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    Forum|Forum|3 months ago
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    Ali KianiNew Participant

    MCP server for Australia hosted regionSubmitted

    I was wondering if there is a timeline or expected timeframe for when Intercom’s MCP support will expand outside the US-hosted servers, specifically to the Australia-hosted region.

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    Forum|Forum|3 months ago
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    Ryley WhiteNew Participant

    Improved Table of Contents for Intercom ArticlesSubmitted

    The table of contents for Intercom Articles (Help Center) is limited to H1 and H2 headings. I just put together an index doc of all of our company’s product features, structured with a clear hierarchy. The intent is to 1) have Gen AI source this document when someone creates a prompt in Chat GPT, for example, that relates to our product solution 2) Give people an access point for all of our product features and link out to longer-form docs from this article.There are many H3 and H4 headings throughout. Not having these headings appear in the table of contents will make it difficult for a person who references this document to find what they’re looking for. I’m not sure why this decision was made to only show H1 and H2 headings, but it would be very helpful to improve the table of contents with the option to show additional lower-level headings. 

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    Forum|Forum|3 months ago
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    J BradyNew Participant

    Fix ux copy when logged outSubmitted

    Using the words “unable to load this article” on the logged out page before suggesting people log in makes it look like the link is broken because of how people skim content. This creates a lot of customer questions because links look broken when sending a link to a private help center.In order for this to be easy for customers, it should say "To view this article, log into (company name and link)."

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    Forum|Forum|3 months ago
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    Evie LynchNew Participant

    Option to disable teammate email replies (force replies through Intercom platform)Submitted

    Today, teammates can reply to customer tickets and conversations from their email inbox. We’d like a workspace setting that disables teammate email replies, so teammates must reply only inside Intercom (Inbox). This helps prevent accidental customer-facing replies (for example, when someone thinks they’re adding an internal note) and ensures every response is clearly visible and auditable in one place.

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    Forum|Forum|3 months ago
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    Tyler SchowNew Participant

    Improvements to New Data Connector InterfaceSubmitted

    Hello! I’m a fan of the new Data Connector interface, but there are some usability issues that I’m hoping you all can address quickly:Custom attributes show as ID numbers and not names: When you insert custom attributes into a data connector, they show up like {{conversation.custom_attribute.8613496}}, and there is no easy way to look up this number in the attributes section of settings. Can this be changed so that the name of the attribute is shown instead? When inserting attributes using the “Add data” button, the attribute is put at the bottom of the JSON body. Can the data instead be added where my cursor is? Right now, if the JSON body goes more than 11 lines, it extends past the area allotted for it, which is fine. But, the side-to-side scroll bar is also pushed out of the area. This means that if you want to scroll side-to-side, you have to scroll down to access the side-to-side scroll bar, and then scroll back up to where you were.

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    Forum|Forum|3 months ago
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    George LewisNew Participant

    Auto suggest reply using finSubmitted

    It would be awesome if when you go to reply Fin has already had a go and then you can either accept it and tweak/send or start typing to override. 

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    Forum|Forum|3 months ago
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    SaikaNew Participant

    Holiday & Closure: Support for "Nth Weekday" Recurrence and Special Notice SyncSubmitted

    We have two feature requests related to the Holiday & Closure settings: "Nth Weekday" recurrence rule: We would like the ability to set recurring holidays using an "Nth weekday of the month/year" format (e.g., "the third Monday of January"). This would make it easier to configure holidays that don't fall on a fixed date each year. Special Notice sync with Holiday & Closure dates: We would like the option to automatically toggle a Special Notice on and off based on the dates configured in Holiday & Closure. This would eliminate the need to manually manage Special Notices separately, reducing the risk of forgetting to update them.

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    Forum|Forum|3 months ago
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    Ana BahrConnector

    Default time zone, filter, and bulk updates for scheduling article publish/unpublishSubmitted

    I tried out the new Scheduling feature that allows you to schedule an article for publication. It worked like a charm, except that I didn’t realize I had to set the time zone every single time. So, my articles still had to be published manually for two reasons.I didn't set the correct time zone on each article.  I couldn’t find the articles that were scheduled to be published.I would propose the following additional features to make the scheduling feature even better:A setting for a default time zone for scheduling articles to be published or unpublished.  A filter for scheduled articles so they can be found easily. A way to update the schedule on multiple articles at once, including removing the schedule. Imagine that your software release does not go as planned and is rolled back. The tech writer now has to find each scheduled article and fix the schedule one at a time. In my last release, that would have meant updating 179 articles.  

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    Forum|Forum|3 months ago
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    access_brittanyNew Participant

    Feature Request: Schedule article publishing (new articles AND edits)Released

    Feature Request: Schedule article publishing (new articles AND edits)Right now, Intercom doesn't let us schedule articles to publish at a specific time - everything has to be published manually. This is a problem for both new articles and edits to existing ones, especially when we need content to go live in sync with product releases or timed changes.Current limitation: Articles can only be saved as drafts and published manually. No way to schedule them to auto-publish at a future date/time.What we need:Ability to set a future publication date/time when creating OR editing an article Article stays in "scheduled" or "draft" status until that time Auto-publishes at the scheduled time - no manual intervention Bonus: notification when it goes live (email or in-app)Why this matters for edits specifically: We often need to update existing articles right before a release (new features, changed workflows, updated pricing, etc.). Preparing those edits in advance but having to manually publish them at the exact right moment is risky and creates bottlenecks, especially across time zones.Overall benefits:Eliminates manual publishing risk and timing issues Lets us prepare everything in advance and know it'll go live when needed Makes release coordination way less stressful Supports better planning for larger teams or international rollouts

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    Forum|Forum|3 months ago
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    Marietta SüdkampNew Participant

    Feature Request: Email & Microsoft Teams Notifications for Series Checklist CompletionSubmitted

    Current BehaviorCurrently, the only way to notify team members when a checklist is completed in a Series is via Slack. There is no equivalent option for:- Email notifications to team members- Microsoft Teams notificationsEmail notifications in Intercom are limited to receiving a message or being mentioned in a note — neither of which covers the "checklist step completed" trigger. Desired BehaviorWe would like Intercom to support the following notification triggers when a Series checklist step is completed:1. Email notification — Send an automated email to one or more team members or a team inbox when a specific checklist is marked as complete or2. Microsoft Teams notification — Send a message to a defined Microsoft Teams channel when a checklist step is completed, similar to how Slack is currently supported under "More channels". Use Case Many teams — including ours — rely on Microsoft Teams as their primary communication platform and email for async notifications. Limiting step-completion alerts to Slack excludes a large portion of Intercom customers who don't use Slack internally. This feature would allow you to:- Keep non-Slack teams informed about customer onboarding progress in real time- Trigger internal follow-up actions when a customer completes a key onboarding step- Improve cross-team visibility without requiring manual checks in Intercom Proposed Implementation Ideas- Add "Email" and "Microsoft Teams" as additional channel options alongside Slack in the Series step "More channels" settings- Allow customizable notification content (e.g., which step was completed, customer name, timestamp)- Option to notify a specific person, team, or channel 

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    Forum|Forum|3 months ago
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    Tomas NosekNew Participant

    Ability to watch conversationsSubmitted

    Despite not being assigned to a conversation, I often want to tag what's been happening with it and what the updates are. Similarly to other software, such as Jira (watcher) or Asana (contributor), I'd imagine an option to add myself among watchers where I'd get notified to either a specific section in the inbox and/or via email, based on the notification configuration.¨Also already discussed here: 

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    Forum|Forum|3 months ago
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    Taylor GoodrichNew Participant

    Keyboard Shortcut for switching queuesSubmitted

    I think adding a keyboard shortcut to change between Open, Snoozed, and Closed queues would be very helpful. 

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    Forum|Forum|3 months ago
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    Emilia CarvellNew Participant

    Reporting on Article creation and publishingSubmitted

    I’d like ot see an improvement in help centre reporting in the platform - my team have writing help centre articles as a KPI and a way of reporting and tracking Draft articles created, articles published, by date and by teammate would be extremely useful here,. 

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    Forum|Forum|3 months ago
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    Danielle MoermanNew Participant

    Ability to edit a content showcase for the messangerSubmitted

    It would be great to be able to edit a content showcase that you create for the Messenger home space. Right now, we use these to promote our training workshops, and sometimes we have to make edits once we publish the content showcase, either if a date changes or a workshop is completed. It is extremely time-consuming to have to remove the content showcase and re-add it just to edit some information. 

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    Forum|Forum|3 months ago
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    Stacie KellyNew Participant

    Phone ExportsSubmitted

    We are a business that DBA multiple businesses.  This means multiple brands and multiple phone numbers, as we have localized phone numbers for about 100 partners.  It would be very useful to be able to export lists of these phone numbers directly from Intercom so that we can regularly provide updated lists to stakeholders and agents. Currently no such function exists without manual intervention (copying and pasting, ugh.)

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    Forum|Forum|3 months ago
    Grace Ndabananiye
    Grace NdabananiyeNew Participant

    Export conversations in PDF or another file typeReleased

    It has been mentioned by a number of my colleagues that it would be much handier and useful to be able to export conversations in another file format than the txt file. As well as, potentially, making the file easier to read and to use as reference, but also, the txt file doesn’t included an screenshots or images etc., which can include useful context. 

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    Paul D
    Forum|Forum|3 months ago
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    Juan RodriguezNew Participant

    Automatic assignmentSubmitted

    It would be great if we could set up a rule that automatically distributes the tickets within office hours every X amount of time.For example, when a customer reaches outside office hours, their tickets go to the correct inbox, and someone must manually assign them to the team members during office hours, depending on availability.Having this option would remove the manual labor of assigning tickets, and it can follow the same rule that is used to assign tickets if someone is available during office hours.

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    Forum|Forum|3 months ago
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    Timo OppermannNew Participant

    Enable the ability to add dynamic content to internal notesSubmitted

    We would like to leverage the internal notes further to really optimise operations.The use case example we have is ticket feedback. The current process is as follows:Agent sees feedback opportunity Agent triggers reusable workflow for ticket feedback submission Automates an internal note template Agent fills out the template using free textHowever, this is quite an arduous process for agents, especially when ticket volumes are high or coverage is limited. We want to further optimise this process directly in Intercom. The idea being that when the internal note is triggered, instead of a free-text field, you could present them with a form of sorts, where they can select from single- or multi-select, short text, etc. options. This way further simplifies the feedback process and secures better engagement and data accuracy. So the proposed flow would be:​​​​Agent sees feedback opportunity Agent triggers reusable workflow for ticket feedback submission Automates an internal note template with a feedback form Agent fills out the form Generates an internal note with form fields populated

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    Aleksei O
    Forum|Forum|3 months ago
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    Nicholas GrahlNew Participant

    Include all CSATs in reporting even if User never sent a replySubmitted

    Sometimes we receive CSAT responses from users/leads that include highly positive, detailed feedback praising the support they received. We want to ensure this recognition is visible to both management and the teammate involved.However, these responses are currently excluded from reporting if the customer hasn’t sent a follow-up reply—even when the CSAT includes a long, meaningful comment.It would be valuable to include these types of CSAT responses in reporting regardless of whether there was an additional reply, so teams can better capture and showcase positive customer feedback.

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    Aleksei O
    Forum|Forum|3 months ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Improve Bulk Conversation Actions in InboxSubmitted

    The current bulk actions are limited. We’d like the ability to bulk apply custom conversation attributes, and bulk merging. There are also a lot of great ideas here:  

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    Forum|Forum|3 months ago
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    RaziNew Participant

    Views: Ability to duplicate columns and their orderSubmitted

    It would be great to be able to duplicate views along with the selected columns and their order.Use case: team leads have several agents in their team, we pin/save views for each agent to view and track the ticket progress. There are specific columns needed in such views, same set of columns for all agents. and right now it takes a lot of time to recreate the views by adding the ones we need and hiding the unnecessary ones, then changing their order. 

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    Forum|Forum|3 months ago
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    Timo OppermannNew Participant

    Ability to create personalised reporting metrics + calculated metricsSubmitted

    The reporting feature in Intercom is still quite limited and does not allow you to achieve certain data views that would be very valuable. I compare this to my experience with Looker, where I was able to create calculated fields with personalised functions to then calculate percentages, ratios, etc.An example function would be a simple calculation where you could set the numerator & denominator to metrics of your choice. So you could easily calculate percentages. F.e.Function for percentage calculation = (Numerator / denominator) * 100 Numerator = Count of new conversations where fin was involvedDenominator = Count of new conversationsResult = percentage of conversations where Fin was involvedNow this is a very simple example, but the possibilities would be endless, and clients would not be limited to preset data fields provided by Intercom. Ideas I already had was to be able to calculate the split of escalations, Percentage value change, etc.❗️One additional big ask would be to offer a simple selection in the chart options to (on top of the data labels), be able to apply a trend line feature. Currently, this all has to happen externally from Intercom via CSV export.❗️❗️ Final ask, the ability to live sync selected chart data into sheets. Currently, if you want to export your data into sheets, you can capture a snapshot in time. But ideally, we could simply live sync to sheets and then work on reporting out of the spreadsheet, where they offer far more malleable data processing functions.

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    Forum|Forum|3 months ago
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    Timo OppermannNew Participant

    Additional Monitor FiltersSubmitted

    I love the monitor function for ticket QA, however, it is currently very focused on leveraging AI for ticket selection. While I appreciate that feature for investigative QA, when it comes to release QA, it would be nice to have the ability to have increasing filter options, so you can model ticket selection to your reports.f.e. I would like to filter monitor ticket selection to pick up tickets with specific Fin AI attributes. 

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    Forum|Forum|3 months ago
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    Anna AllenNew Participant

    Option to add multiple content sections to help center home pageSubmitted

    My organization uses the Content section (Settings → Help Center → Configure & Style → Styling → Layout and sections) to highlight information in our help center site. It’s great to have that feature, but the fact that you can only have one content section is limiting to my org. It would be really helpful to be able to have a few content sections that you could arrange on the home page to highlight different things. 

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    Forum|Forum|3 months ago

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