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    2806 Ideas

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    Oksana AliyevaNew Participant

    Option to use team inbox SLA as attributes in the workflowsSubmitted

    It would be great to be able to use the SLAs for team inboxes with response times the same way as we can automatically enter attributes in the messages or notes. Right now the idea I have is for the reusable workflow to be triggered by the agent, which would post current response time for each team that we have, and they would be used to write custom message for the user after the request is passed to relevant team. It is possible to post the ETA with the automation, but this way the agent reply loses points in its individuality and care, so hope you add such an option too :)

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    Forum|Forum|5 days ago
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    Adam BlackwellNew Participant

    Ability To Draw On Customer Secreenshares During CallsSubmitted

    It would be very helpful if teammates could draw or annotate directly on a customer's screenshare during calls.When customers are sharing their screen, teammates often need to point out a specific button, field, setting, or area of the page. Today, we have to describe it verbally, which can slow down troubleshooting and make the experience more confusing for customers.Ideally, teammates could temporarily draw, highlight, or point on the shared screen during a call. This would make it easier to guide customers through setup, debugging, onboarding, and support workflows without needing a separate screen annotation tool.

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    Forum|Forum|5 days ago
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    Anastacia ANew Participant

    Ability to react to Customer messages with EmojisSubmitted

    Wanting the ability to react to customer messages not only on internal notes. This is good for channels like slack where an emoji could be seen on the inital message to signify action is being taken without having to go into the thread. 

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    Forum|Forum|5 days ago
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    LouiseKleinNew Participant

    Notifications ToggleSubmitted

    Action notifications should be a personal preference that users can toggle on or off. We can disable them workspace-wide through the API, but preferences vary: some people find them useful, while others strongly dislike them. This should be a user-level setting, not a workspace-wide default.  

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    Forum|Forum|6 days ago
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    Employee
    Krizza HababagEmployee

    Separate Controls for Incoming and Outgoing AI TranslationsSubmitted

    Customers would like more granular control over AI Inbox Translation by allowing incoming and outgoing translations to be managed independently.Currently, AI Translation functions as a single feature that both:Translates incoming customer messages for teammates. Automatically translates teammate replies back into the customer's language.This all-or-nothing approach creates challenges for teams that work with domain-specific, technical, or industry terminology, where automatic translation of outgoing messages can reduce accuracy, alter intended meaning, or negatively impact customer communications.Requested improvements include:Separate toggles for incoming and outgoing translations. The ability to enable incoming translations while keeping outgoing messages in their original language. Making outgoing translations opt-in rather than automatically applied. Improved handling of technical, product-specific, and domain-specific language to preserve accuracy and context.This would give teams greater control over customer-facing communications while still benefiting from translated incoming messages.

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    Forum|Forum|6 days ago
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    Chantel BrownNew Participant

    Feature Request: Ability to CC Intercom Seat Holders on Outbound EmailsSubmitted

    Currently, when an agent holds an Intercom seat, they cannot be CC'd on outbound emails sent through Intercom by another agent. The only available workarounds are tagging the agent in the notes section or reassigning the ticket entirely, neither of which is ideal when the need is simply to keep someone in the loop or copied on a back-and-forth email thread.This creates a challenge for teams where not all seat holders are full-time Intercom users. We do not believe this would introduce any risk of an email loop, as the intent is simply to copy an internal agent on an outgoing email, no different than a standard CC in any email client. Adding this functionality would bring Intercom more in line with how email naturally works and would greatly improve our visibility across the team when needed.

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    Forum|Forum|6 days ago
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    Jeff LeppinkNew Participant

    We need a better way to organize linked content in the Knowledge sectionSubmitted

    We would like to request a better way to organize linked websites for Help Center content (linked websites cannot be managed or organized, even into simple folders.) They currently sit stacked on the left menu bar and it’s a mess. 

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    Forum|Forum|6 days ago
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    Jeff LeppinkNew Participant

    Organize external links into foldersSubmitted

    We would like to request a better way to organize linked websites for Help Center content (linked websites cannot be managed or organized, even into simple folders.)!--scriptorendfragment-->

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    Forum|Forum|6 days ago
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    Madeleine AcevedoNew Participant

    Built-in feature for anonymous end user trackingSubmitted

    I want to track anonymous end users searching for articles. This is a feature Zendesk has built into their platform and should really be a standard in Intercom. Right now, the only way to get this specific is to use the Google Analytics integration (according to FIN, but FIN is often inaccurate). Not having this feature is a big setback and doesn’t provide for accurate analytics.

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    Forum|Forum|6 days ago
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    PrincessNew Participant

    Prevent visitors replying to closed conversationsSubmitted

    Please add an hours and minutes option for "Prevent users replying to closed conversations"? Having it set to a minimum of 1 day feels a bit too long for us.

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    Forum|Forum|6 days ago
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    Jessica from AmericorNew Participant

    Feature request: Preserve forwarded email content and attachments from Apple Mail in IntercomSubmitted

    Hi Intercom team,I’d like to submit a feature request regarding forwarded emails and quoted content handling in Intercom. Feature requestIt would be very helpful if Intercom could preserve and expose the full forwarded email content, including quoted messages and attachments, regardless of which email client was used to forward the email. Current behaviorWhen an email is forwarded from the web interface of the email provider, the forwarded content and attachments are visible in Intercom as expected.Example conversation:https://app.intercom.com/a/inbox/iln7babw/inbox/shared/all/conversation/215474365038458?view=ListHowever, when the same email is forwarded from Apple Mail on macOS, the quoted forwarded content and/or attachment is not visible in Intercom.Example conversation:https://app.intercom.com/a/inbox/iln7babw/inbox/shared/all/conversation/215474364926343?view=List Why this mattersOur workflow depends on reading forwarded customer emails inside Intercom and also accessing this conversation data through exports and the API.At the moment, if the email is forwarded from Apple Mail, the quoted forwarded content is not available in the Intercom conversation export as text or PDF, and the same incomplete data is returned through the API.This makes it difficult to reliably process forwarded emails, because the available conversation content depends on the email client used by the sender. Expected improvementPlease consider adding support for preserving and exposing the full forwarded/quoted email content and related attachments in Intercom, including cases where the email was forwarded from Apple Mail or other desktop email clients.This would make forwarded email handling more consistent across email clients and more reliable for API-based workflows.Thanks!  

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    Forum|Forum|6 days ago
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    Caro TealNew Participant

    Reports / statistics for reusable workflowsSubmitted

    Currently there is no viable way to track statistics for reusable workflows, the only available numbers are general ones, without an option to filter by date. In reports about workflows - reusable workflows are not on the filter list, so cannot be tracked. Idea - enable time filter for reusable workflows in order to be able to see the workflow performance through time and compare it’s performance as per the changes that were made to it, how many tickets are resolved within this workflow versus how many are being escalated further. 

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    Forum|Forum|6 days ago
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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|6 days 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|7 days 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|7 days 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|7 days 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|7 days ago
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    Russell HendersonNew Participant

    Out of Office for team inboxSubmitted

    Having an out of office for a particular inbox, rather than workspace. We have teams who aren’t customer facing working on back office tickets/have chats in their name while tickets are being dealt with in Jira. It would eb good to have an out of office for their inbox so customers know to create a new chat for a response from our customer services team as the escalations team wouldn’t deal with this.

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    Forum|Forum|7 days ago
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    Daniel ByrdNew Participant

    Feature request: Merge Conversations / Tickets via APISubmitted

    Hi,I'd like to log a feature request and get your read on it.We rely heavily on automation and an AI agent in our support setup, and one of our biggest time sinks is duplicate tickets — the same user opening two or more conversations about the same request. We'd love to deduplicate these programmatically.The Merge into action already exists in the Inbox UI and is exactly what we need. The gap is that it's UI-only — there's no REST API endpoint or Workflows action to trigger it, so our automation and AI agent can't use it. I've confirmed this in your developer community (the "Conversation Merge via API" thread), where your team confirmed merging is currently manual-only.My ask: could you log a request for the existing merge action to be exposed via the API? Since the feature already exists in-product, this should be surfacing it rather than building something new.And to double-check before we plan around it — is there genuinely no current API or Workflows path to merge two conversations? If there's anything on the roadmap here, even rough timing would help us decide whether to build a workaround in the meantime.Thanks,DanielPraktika

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    Forum|Forum|7 days 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|7 days 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|7 days 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|7 days 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|7 days ago
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    Hanne AllietNew Participant

    Allow embeds from Trainn.coSubmitted

    Currently it is only possible to send videos from Trainn through FIN in a conversation. To make sure our customers get the full picture and all possible information, we would need to be able to embed the videos in our help articles as well. 

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    Forum|Forum|7 days 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|7 days ago

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