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    3157 Ideas

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    AerielleNew Participant

    Mask/Blur sensitive information for screen sharingSubmitted

    For privacy and security reasons, we currently ask users to stop sharing their screen whenever they enter card details. However, this also prevents us from seeing the exact steps they’re taking when payment errors occur, which makes troubleshooting more difficult.Having a secure way to blur sensitive card details while screen sharing will allow us to view exactly what is being done, and we'll be able to easily point out what steps are missed.

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    Forum|Forum|3 months ago
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    Ronja KlemmNew Participant

    Artikel-ID-Suche im Knowledge Hub hinzufügeSubmitted

    Bitte ergänzt die Möglichkeit, Knowledge Hub-Inhalte anhand der Artikel-ID zu durchsuchen. Aktuell funktioniert die Suche nur mit Stichwörtern (Titel oder Text) und Filtern, was langsam ist, wenn man die ID bereits hat und direkt zum exakten Artikel springen möchte. Eine einfache Suche nach der ID würde die tägliche Content-Verwaltung deutlich schneller und effizienter machen.

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    Forum|Forum|3 months ago
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    Reynir Óli SmárasonNew Participant

    Feature Request: Add date range controls for Fin content recommendationsSubmitted

    Currently, Fin's content recommendation feature analyzes conversations of any age when suggesting article edits, including conversations that are a year or more old. For fast-moving products where features and functionality change frequently, this leads to outdated and incorrect recommendations.Request:Add a setting to limit the age of conversations that Fin reviews when generating content recommendations. Ideally, this would allow us to restrict recommendations to conversations from the past 6 months (or a custom timeframe).Why this matters:Recommendations based on year-old conversations suggest edits that no longer reflect current product functionality This creates extra work reviewing and dismissing irrelevant suggestions For products with frequent updates, only recent conversations provide actionable insightsExample:I recently received a recommendation to edit a help article based entirely on conversations from approximately one year ago. The suggested changes were completely incorrect because our product has evolved significantly since then.

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    Forum|Forum|3 months ago
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    Tomas RawskiNew Participant

    Add a second or multiple Ticket links in the MessengerSubmitted

    I can add multiple external links but only one Ticket links inside the Messenger Box.I would like to have the ability to show different tickets depending of the URL.Also cannot create an app that call the ticket form 

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    Forum|Forum|3 months ago
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    Ronja KlemmNew Participant

    Suche nach Artikel-ID im Knowledge Hub hinzufügenSubmitted

    Bitte ergänzt die Möglichkeit, Knowledge Hub-Inhalte über die Artikel-ID zu durchsuchen. Aktuell funktioniert die Suche nur über Stichwörter (Titel oder Text) und Filter, was langsam ist, wenn man die ID bereits hat und direkt zum exakten Artikel springen möchte. Eine einfache Suche nach der ID würde die tägliche Content-Verwaltung deutlich schneller und effizienter machen.

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    Forum|Forum|3 months ago
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    Plannit ITNew Participant

    Option to prevent automatic status change from "Waiting on customer"Submitted

    Currently, when a ticket is in Waiting on customer, any reply from the customer automatically changes the ticket state back to In progress. In many cases the reply doesn’t actually unblock the ticket. For example, a customer might say “Perfect, I’ll send the file tomorrow” or “I’ll book the meeting later today.” Even though the required information hasn’t been provided yet, the ticket still moves to In progress automatically. It would be very helpful to have an option to disable this automatic state change, so the ticket can remain in Waiting on customer until a teammate updates it manually. This would make ticket workflows clearer and prevent tickets from returning to active queues before the needed information is actually received. We use Intercom in our app to onboard customers and guide them through a process with our team, and ticket statuses are an important way for both sides to understand where we are in that process.

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    Forum|Forum|3 months ago
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    Camille LocquetNew Participant

    Allow image zoom in conversationsReleased

    When customers send screenshots in Intercom conversations, images can be opened but cannot be zoomed in.This is a major limitation for support teams, especially for: Technical troubleshooting (settings, step-by-step flows, small text) Customers using smaller screens Accessibility (older users or users with visual impairments) In many cases, screenshots contain critical details that are simply unreadable without zoom, which slows down resolution, increases back-and-forth, and creates frustration on both sides.Being able to zoom in/out on images and or being able to put the image in landscape format directly in the conversation would: Improve customer experience Speed up issue resolution Reduce unnecessary follow-up messages Significantly improve accessibility This feels like a basic but essential feature for any support-heavy Intercom setup.Would love to see this added 🙏

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    Forum|Forum|3 months ago
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    ChelseaMWNew Participant

    Search previous conversations during a live callSubmitted

    Wanting to reference past conversations and unable to search during a live call. Instead it asks if you want to leave the call prior to searching.This creates a slower resolution rate/experience with our customers if we cannot solve issues/find information during a phone call.  

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    Forum|Forum|3 months ago
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    Karissa van BaulenNew Participant

    Allow scheduling for publishing help center articlesReleased

    It would be ideal to schedule an article to “go live” or be published at a specific time. This is a fairly common feature on other documentation platforms. Use case wise: We have specific times that features are released or courses ares released. If we can schedule the articles, we can ensure they are published as soon as the course or feature is launched.

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    Paul D
    Forum|Forum|3 months ago
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    Peter SchöllNew Participant

    Scheduled Publishing of Content in the Intercom Knowledge BaseReleased

     Currently, articles in the Intercom Knowledge Base can only be saved as drafts and published manually. Automated publishing at a specific future time (e.g. in parallel with a product release) is not possible.Requirement:It should be possible to schedule the publication time of an article or news item in advance. The article should automatically go live as soon as the defined time is reached, without any manual intervention.Target Functionality: Ability to define a future publication date and time when creating or editing an article. The article remains in “scheduled” or “draft” status until that time. Automatic publication at the specified time. Optional: Notification (e.g. via email or within Intercom) when the article has been successfully published automatically. Rationale / Benefits: Facilitates preparation for releases and time-based communication activities. Reduces manual effort and the risk of delayed publications. Supports consistent publishing processes, especially in larger teams or during international rollouts.

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    Paul D
    Forum|Forum|3 months ago
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    Jerry AnimakerNew Participant

    Download conversation data as BulkReleased

    Conversation data as Bulk export through the Intercom workspace UI

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    Paul D
    Forum|Forum|3 months ago
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    ChelseaMWNew Participant

    Bounce Back Email FlaggingSubmitted

    Any emails on the ‘bounce back’ list have to be manually found as not sent instead of an automatic notification that the email wasnt sent to recipient.  This causes dis-satisfaction with customers as we are not aware of these emails not being received until the customer flags this.   

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    Forum|Forum|3 months ago
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    ImmortalNew Participant

    Add trigger: “Fin closes the conversation” for workflow automationReleased

    Hi team,We’d love to have a dedicated workflow trigger for when Fin closes a conversation — similar to the existing trigger “If teammate changes the conversation state”.Use case:We send a CSAT survey before the conversation is closed. When a human agent closes the chat, we can already use workflows to branch logic based on the user’s rating.However, when Fin closes the conversation, there is currently no way to trigger a workflow at that moment.

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    Paul D
    Forum|Forum|3 months ago
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    Connie KruegerNew Participant

    Per User banner impression data via an APISubmitted

    We would like the banner impression data to be exposed through the Intercom API or the Intercom MCP. We implemented banners as a node code solution and now we are unable to attribute the impression/views without this data. 

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    Forum|Forum|3 months ago
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    Anna AllenNew Participant

    Option to remove or hide numeric ID in help center articleSubmitted

    It would be fantastic to be able to remove, or at least hide from public view, the numeric ID attached to each help center article.For instance, instead of having: https://support.organizationname.com/en/articles/14463812-name-of-articleit would be: https://support.organizationname.com/en/articles/name-of-articleThe numeric ID, to me and others in my organization, makes the URL of an article look less straightforward.

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    Forum|Forum|3 months ago
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    Lydia OglesNew Participant

    Embed Fin on PageSubmitted

    It is increasingly common for websites to not just have a sticky chat bubble, but to embed fin on a specific location on a web page.Features: Insert Fin by URL targeting on a page Ability to adjust prompt based on attributes or URL Some customization around UXExamples Include: Amazon Product Pages “ask a question”  SimpliSafe “ask about this product Walmart/Target are testing out similar features Expedia  

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    Forum|Forum|3 months ago
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    Marie M.New Participant

    related article and audienceSubmitted

    Why is it not possible to have related articles in the Help Center when we define an audience for it?It would be great if, in the related articles, articles with exactly the same audience were included.

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

    Include Lead ID in `contact.merged` webhookSubmitted

    When our service receives the contact.merged webhook, we update records related to the previous lead user.In the current version (2.14), the webhook does not include the previous lead ID.You can find a more detailed description here: 

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    Andrii Fedyk
    Forum|Forum|3 months ago
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    André GonzálezNew Participant

    CSAT Calculation Based on Average 1-5 ScaleSubmitted

    We calculate our CSAT based on average 1-5 scale, not as a percentage of positive ratings, and I would want this to be an option inside Intercom without the need to exporting data every x amount of time.  For example, if an agent receives four 5-stars and one 1-star, I want the csat calculation to be = (4*5 + 1) / 5 = 4.2.

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    Aleksei O
    Super User ✨
    Forum|Forum|3 months ago
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    Alissa BazsaliNew Participant

    Add Teammate Availability as a workflow conditionSubmitted

    It would be extremely helpful to our team if we could use Teammate Availability as a condition in our Messenger and Phone workflows. This would allow us to route conversations to a different option if, say, zero teammates are set to Active.We are a small team, so it sometimes happens that no one is available to take chats or calls during office hours. To prevent customers from having to wait unnecessarily for someone to respond when no one’s available, we have to manually pause our standard workflow and activate an “away” workflow if no one is Active. This takes time and a lot of steps for multiple personnel. Other phone/chat products we’ve used have had the ability to route messages based on agent availability, which simplifies things enormously.Note: for Phone workflows, Talking should be included in the list of Teammate Availability choices, since that is distinct from Away. We need to be able to send callers to VM if no one is Active but send them to the queue if at least 1 teammate is Talking.

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    Forum|Forum|3 months ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Image resizingSubmitted

    It would be great to have the ability to resize images in macros and the reply box.

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    Forum|Forum|3 months ago
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    Dylan PollockNew Participant

    Make every Inbox view column sortable (A to Z / Z to A)Submitted

    In Inbox views, some columns can’t be sorted right now, even though the table is configurable and columns can be rearranged or hidden. It would be really helpful if clicking any column header would sort that column (ascending, descending, and/or alphabetically), so we can organize conversations by Assignee, Company, Team, and any other column we add. We want to sort by Assignee, Company, Team, and any other column we add, so teammates can scan and find the right person or company faster.

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    Forum|Forum|3 months ago
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    Josh DowdyConnector

    Make Chat Window Full Screen optionSubmitted

    I have some customer that would like the option to make the chat window full screen for some conversation.

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    Forum|Forum|3 months ago
    Aleksei O
    Super User ✨
    Aleksei OSuper User

    Allowing multiple open tickets but only one open conversation in the Messenger at a timeSubmitted

    It would be great to allow users to have multiple tickets open at the same time, but restrict them to only one active  chat conversation. This way, users can have several ongoing support requests tracked as tickets, whilst  still being able to reach the team via chat — but not spam multiple simultaneous chats.    The challenge is that Intercom's native "prevent multiple conversations" setting treats tickets and  conversations as the same object, so having any open ticket blocks users from starting a chat entirely.It would be amazing for the restriction to apply only to chat-type conversations, leaving tickets unaffected.   

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    Aleksei O
    Super User ✨
    Forum|Forum|3 months ago
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    Ismael Martinez MoralesNew Participant

    FIN Accelerated “inactive customer follow-up” timerSubmitted

    For VIP/Ent customer email emergencies, the key is to avoid relying on the “inactive customer follow-up” timer, since email follow-ups are only configurable in hours (1 hour to 7 days). [1] [2]Request: to have more flexibility with the follow up timer and use minutes instead of hours.Use case: we want to add Fin also to handle Ent emails and if there's an emergency we can't wait 1 hour for Fin to escalate/hand off to our inbox.

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    Forum|Forum|3 months ago

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