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    Lucy RobbieNew Participant

    Pin ticket status in my inboxSubmitted

    It would be good to be able to pin different statuses in ‘my inbox’ so people can see which tickets are in different statuses at a glance. At the moment, this has to be manually added each morning; it would be good to have a pin feature or the option to save the filters that you want. 

    0
    3 months ago
    UKey Support LTNew Participant

    API HTML Sanitizer Issue: Forced H1 Promotion in Articles Causes Duplicate Headings and SEO DegradationSubmitted

    I am writing to report a frustrating HTML parsing issue when creating or updating Help Center Articles via the API (including version 2.15 and others).Problem Description: When uploading an article's <body> HTML that does not contain an <h1> tag but starts with an <h2> (or <h3>), the Intercom HTML Sanitizer / Block Converter forcefully promotes the highest-level heading to an <h1>.Steps to Reproduce: Use the Article API to create/update an article. Pass the following HTML payload for the body: <h2>Introduction</h2><p>Some text here.</p> Check the rendered article in the Intercom Help Center or within the Intercom Article Block Editor. Current Behavior: The parser automatically converts the <h2> tag into an <h1>. Because the Help Center template already renders the Article Title as the primary <h1> (or visual equivalent), the final published page ends up with two <H1> tags.Business & Technical Impact: SEO Penalty: Multiple H1 tags on a single page violate fundamental SEO best practices, negatively impacting the search ranking of our Help Center. Accessibility (a11y): Screen readers rely on a strict semantic hierarchy. A forced, duplicate H1 breaks the expected document structure for visually impaired users. Migration Friction: We are forced to inject zero-width spaces (<h1>​</h1>) at the top of our payloads just to bypass your parser and preserve our original <h2> tags. Feature Request: Could the engineering team consider either: Respecting the original HTML semantic hierarchy when no H1 is provided in the payload (leaving H2 as H2). Introducing a parameter in the API payload (e.g., disable_heading_promotion: true) to bypass the automatic Block Editor restructuring. Thank you for looking into this core API behavior.

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    3 months ago
    EduardoNew Participant

    Proposal: Color-Coded Ticket Prioritization System in IntercomSubmitted

    Hi team,I'd like to propose a simple color-coded (traffic-light) system for our Intercom queues, to help us identify ticket urgency at a glance and reduce response-time misses.Proposed color logic (based on time since last activity):🟢 Green – Within SLA (0–30 min since last message) 🟡 Yellow – Approaching SLA breach (30–90 min) 🔴 Red – SLA breached / needs immediate attention (90+ min)How this could be implemented in Intercom:Using custom ticket/conversation attributes with color tags (e.g., a "Priority" field with red/yellow/green values), which can be set manually or via a simple workflow rule based on time-to-first-response or time-since-last-reply. Alternatively, using saved views/filters segmented by these time thresholds, so agents can sort by urgency without relying on color alone. Star/flag indicators (already in use) could be reserved specifically for VIP or escalated cases, separate from the time-based color logic, to avoid overlap.Benefits:Faster visual triage, especially during high-volume shifts. Reduces the risk of tickets aging past SLA unnoticed. Keeps the current inbox structure intact — this only adds a layer of visual prioritization.Happy to adjust the time thresholds or color meanings based on team feedback, or to pilot this in one queue (e.g., COL Supervisor) before rolling it out further.Let me know your thoughts. 🔎

    1
    3 months ago
    Edison MonnarNew Participant

    Macros with pictures are not sending the message in order or composition gets desorderedSubmitted

    Good day, Intercom teamWe’ve noticed macros are not being sent the same way, this because from intercom side view it does show an order with the text and pictures and is sent all together, however on whatsapp customers side view, is shown as if the texte message is sent first and then a bulk images, so the composition of the message is quite different affecting the customers experience when it comes about sending them troubleshooting guides step by step using macros 

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    3 months ago
    EhrynNew Participant

    Accessibility request: Make away more more obvious for agentsSubmitted

    When I come back from my breaks I often forget to turn off away mode if I have clients returning, because when you set yourself to away mode there’s no banner to make it clear, and I have ADHD so I forget things almost as soon as I do them 😅When the system turns you to away automatically for inactivity or you are on reassign replies there is a nice obvious yellow banner that makes it clear you need to return from away mode.It would be very beneficial to have some sort of clear indicator on the agent side that they are still in the away mode they set, that is more obvious than the tiny yellow dot on the profile picture.Hopefully this is easy to implement since the functionality is already partially there! This would massively improve my adherence and I’m sure other people would benefit as well. Thanks for your consideration!

    1
    3 months ago
    tradeliveNew Participant

    Multi-language support for custom ticket statesSubmitted

    I am writing to share a feature request regarding our use of custom ticket states.While we appreciate the ability to create customized ticket states, we have encountered a limitation regarding localization. Currently, we are unable to apply translations to these custom states.For example, we are planning to implement a new state called Verifying. While this label works well for our English-speaking customers, it presents a barrier for our Chinese-speaking users who would benefit from seeing this state in their own language, such as 验证中.It would be a significant improvement if we could configure multi-language translations for custom ticket states. This would ensure a more consistent and accessible experience for our global user base.Please let me know if this is something on the roadmap or if there is an alternative approach we should consider to achieve this.

    0
    3 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Add a disclaimer that the message has been automatically translated when using AI Inbox TranslationsSubmitted

    Hi,We've enabled AI Inbox Translations for our support, allowing us to assist more users in their native language. I think this is a great feature that will enhance the user experience. However, transparency is important to us, and we want users to always be aware when AI is involved.It would be really helpful if there were an indicator showing that a message has been automatically translated into their preferred language, along with an option to view the original message in English.

    6
    3 months ago
    Brian NezhadNew Participant

    Answer Calls on Mobile DeviceSubmitted

    I really wish you could answer calls on the mobile app. This would be so useful. Imagine you step away from your company laptop, and then your customer tries to call you, and you need to pick up. This would be a very good feature to have for the Intercom phone subscription.It could even be a feature within the Intercom mobile app (iOS).

    0
    3 months ago
    Viktoria GallandyNew Participant

    New workflow triggersSubmitted

    Current limitationThere is no trigger for conversation lifecycle events such as conversation assigned to a team or a Fin/conversation attribute changed to a specific value. The only near-fit trigger, "customer sends any message," misses these cases, because the state change (attribute set + handoff) happens within the same step and no further customer message follows.What we'd like (general, not one narrow trigger)Event-based triggers for conversation outcomes: assignment to a team/teammate, state changes, and attribute changes. Clean composability: an action defined once should run whenever a conversation reaches a given outcome — regardless of whether a Procedure, a Workflow, an escalation rule, or a manual action produced it.

    0
    3 months ago
    Pipa GeraghtyNew Participant

    Add Slovak as a supported language in help center and messengerSubmitted

    Add Slovak as a supported language in help center and messenger. 

    0
    3 months ago
    João Pedro Correia NunesNew Participant

    Disable sound notifications for Team InboxesSubmitted

    Usually didn’t happen before, but now if a new conversation or reassigned ticket is sent to one of our Team Inboxes, it generates a sound notification like a new conversation/ticket is assigned to an agent.This becomes stressful because you think you have a new open chat, with an SLA to be met, and that’s actually not the case, it just arrived in Team Inbox and will be assigned maybe to you or someone else.Personally, this is stressful.Would be interesting that sound notifications could be customized as well, because the choices are limited. Hopefully there would be a way to assign a different sound, to a different kind of conversation/inbox.

    0
    3 months ago
    Sara KadryNew Participant

    conversation prioritySubmitted

    I can see that you have added several choices for conversation priority but what about adding some colors for themurgent is red high priority is green  medium is orange and so on ? thanks  :)

    0
    3 months ago
    OleksandrNew Participant

    Вернуть яркую визуальную пометку чатов (как звездочка)Submitted

     Ранее в списке чатов была звездочка - простая и очень заметная визуальная отметка. Сейчас она заменена на индикатор приоритета, который почти не виден в списке.Нам нужна именно яркая пометка в списке чатов, чтобы быстро выделять важные разговоры и не закрывать их случайно. Сортировка не решает проблему - важна именно визуальная отметка рядом с чатом.Пожалуйста, рассмотрите возможность вернуть более заметную пометку в списке чатов.

    0
    3 months ago
    AngelaCNew Participant

    Priority Level Icons – Design FeedbackSubmitted

    The new priority level icons are unclear and can be misleading. I'd suggest either reverting to the previous design, or, at minimum, adding color coding to each priority level alongside a clearer icon to improve visibility and understanding.

    0
    3 months ago
    Ana LopezNew Participant

    Ability to bulk snooze ticketsSubmitted

    I want to submit a feature request on the ability to bulk snooze tickets. There is a way to bulk close and reassign but not snooze 

    0
    3 months ago
    Alexander ThelenNew Participant

    Add the newly introduced prio to the portal viewSubmitted

    Hi,with the newly introduced prio feature, it would be super helpful if that prio can be made visible to the customers in the portals ticket overview.  Thanks

    0
    3 months ago
    HanaNew Participant

    Feature Request: Allow changing the display color for "Change priority" in the chat window.Submitted

    Although the levels are indicated, everything is black, making it difficult to distinguish between them.I request that the level indicators or the entire black elements be changed to a more conspicuous color.

    0
    3 months ago
    Julian BurkeNew Participant

    Feature Request: In-App "Missed Call" Banner for AgentsSubmitted

    Requesting a real-time, dismissible in-app notification banner in the Intercom Inbox that alerts an agent immediately after they miss an incoming phone call.The ProblemThere is a visibility gap between agent perception and backend reporting:Admin Data: Analytics show a high volume of "Missed Calls" for agents across the board. Agent Experience: Agents report that calls are not delivering or ringing in their browser.Without an immediate visual indicator, agents have no idea a call was attempted. This makes it impossible to determine if the issue is behavioral (agent away from desk) or a technical bug (Intercom failing to render the incoming call UI).Proposed SolutionImplement a prominent top-of-screen banner triggered immediately when a call goes unanswered by an agent.Suggested Copy: > You missed a call from [caller name] at [Time]. If you didn't see the ring invite, please check your network or status. Action Items: Include an "X" to dismiss and a quick link to the missed call's conversation log for an easy callback.Value & ImpactBug Isolation: Allows agents to instantly identify if they are experiencing a silent system bug (seeing the banner without ever getting a ring invite), providing exact timestamps and caller reference for engineering. Self-Management: Empowers agents to audit their own availability and hardware settings in real-time. Better CX: Reduces abandoned calls and speeds up customer callbacks.

    0
    3 months ago
    Christian S12
    Christian S12Connector

    Make Fin AI Summary Note Accessible as a Native Conversation Attribute in Workflows and Data ConnectorsSubmitted

    When Fin closes a conversation and generates an AI summary note, that summary is not stored in any accessible conversation attribute. As a result, it cannot be passed into workflows or data connectors natively, even though the summary is visibly present on the conversation record.The current workaround requires building a custom service that calls GET /conversations/{id}, parses the conversation_parts array, filters for note type entries, and then maps the content back into a custom attribute via a data connector. This is a significant implementation lift for what should be straightforward automation.The intent seems clear: the AI summary exists, it has value, and customers want to route it to other tools like Slack, CRMs, or internal systems as part of a post-close workflow. Right now there is no supported way to do that without custom engineering.Request: Expose the Fin AI summary note as a native, referenceable conversation attribute so it can be used directly in workflow steps and data connectors without requiring a custom API integration.

    1
    3 months ago
    Stacie KellyNew Participant

    Ability to export Folders of MacrosSubmitted

    It would be great to be able to export macros by folder so that a manual filtering of the CSV won’t be necessary.  We have about 30 internal team inboxes and most of them have individual macros.  It would be great to be able to export by folder instead of the entire list to break up and distribute manually.

    0
    3 months ago
    Juan MorenoNew Participant

    Use Review Scores and Comments (Monitors) to Train AI AgentSubmitted

    We'd like reviewed conversations (in Monitors) actually feed back into the AI agent's training.Right now review scores and reviewer comments just sit in the record with no way to use them to improve the AI agent's future responses other than updating our content (which is a manual process).The review data, the score AND the comments should be used as a training signal so the AI agent gets better based on real feedback from our team instead of having us manually update our content and snippets, which is very time-consuming. Comments are an important part because they could tell the model what’s wrong. Most of Fin’s mistakes are small but impacful nuances that don’t require an article or snippet update of its own.There should be a way to directly tell the model what it got wrong and what should have said instead during the review process rather than having our team update our content.

    0
    3 months ago
    Yui NishizawaNew Participant

    Hide the horizontal scrollbar when a table fits within the available widthSubmitted

    説明シンプルな1列1行の表で「表の挿入」機能を使用すると、内容が利用可能なスペース内に収まるにもかかわらず、水平スクロールバーが表示されます。これはヘルプセンターの記事に不要な視覚的ノイズを生み出し、読者に横スクロールが必要な追加コンテンツがあると誤解させる可能性があります。 現在の動作内容がほとんど含まれていないシンプルな1×1の表の場合、水平スクロールバーが表示されます。 スクロールバーを非表示にするオプションはありません。期待される動作テーブルが利用可能な表示幅内に収まる場合は、水平スクロールバーは表示されるべきではありません。 あるいは、水平スクロールを必要としないテーブルについては、スクロールバーを無効にするオプションを提供する。これが重要な理由ヘルプセンター記事の視覚的な表示を改善します。 不要なUI要素や注意散漫となる要素を削減します。 ユーザーがスクロールが必要な隠しコンテンツがあると誤解するのを防ぎます。例：数語しか含まれていない1列1行の表でも、表をスクロールする必要がないにもかかわらず、水平スクロールバーが表示されます。 

    0
    3 months ago
    Intercom Team
    Ebenezer.LaleyeIntercom Team

    Ability to delete a pending draft of a published article and keep the published articleSubmitted

    A pending draft may be removed when the unpublished edits are outdated, no longer approved, or were saved by mistake, while the live article should remain unchanged.This helps keep the published version as the clear source of truth and avoids confusion from unused draft content sitting in Knowledge/version history.

    0
    Intercom Team
    3 months ago
    ArmandNew Participant

    Prevent users from reaching human supportSubmitted

    In FIN, "always offer human support" is currently a default setting that cannot be disabled or preventend.However, for certain customer segments (audiences), we have agreements in place where these users should be directed to their own administrator first, rather than to our human support team, if FIN can't resolve their issue.We'd like to request a feature to support this flow. Ideally, it would work like this:FIN attempts to answer the customer's question using our knowledge base, snippets, and past conversations. If the customer indicates the answer isn't helpful, they're given the chance to rephrase their question. If FIN still can't provide a satisfactory answer, instead of offering human support, the customer should be directed to their own administrator.

    0
    3 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Add internal notes or linked resources to Help Center articlesSubmitted

    It would be really useful to have the option to add internal notes to Help Center articles, similar to how notes can be added to conversations or users in Intercom.Our use case is that we often have an external Help Center article that is published for customers, but we also maintain a related internal article with more detailed support context. This internal article may include caveats, known limitations, bugs, edge cases, QA guidance, or answers to questions that may come up internally but should not be public in the Help Center.Ideally, we would like to be able to add an internal note directly on the external article, for example linking to the related internal article. This would make it much easier for support reps and content owners to quickly find the internal context when reviewing, updating, or troubleshooting around that article.Keeping the internal and external articles in the same folder does not fully solve this use case, since the relationship is not about folder structure. It is about having a clear one-to-one connection between the public-facing article and the internal support material behind it.A simple internal notes field, or even just the ability to add linked internal resources to an article, would be a very helpful addition for teams that manage both public documentation and internal support guidance in Intercom.

    0
    Daniel Rönnberg
    3 months ago
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