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    Ate FokkingaNew Participant

    Rich formatting for conversations and ticketsSubmitted

    A lot of our conversations and tickets are run through email instead of the widget. It would be really helpful if we had rich formatting options(and a larger text input area) for these cases where we’re dealing with high complexity questions from our customers. This “community” tool supports a lot more formatting than your standard workflow.

    3
    3 months ago
    cwalsh-topstepNew Participant

    "Expand all" option for toggles in help center articlesSubmitted

    We have gotten feedback from our customers that the toggle for FAQs can be frustrating, but we do not want to remove them because then the articles would be too long. An “expand all” option would be very helpful. 

    0
    3 months ago
    Maria GardetteNew Participant

    Add a “next step / action” field at the end of Monitors QA reviews.Submitted

    Description:During QA reviews in Monitors, reviewers often identify improvements needed after evaluating a conversation. Today there’s no structured way to capture follow‑up actions.Request: introduce a dedicated action / to‑do step at the end of the QA review where reviewers can define the next step (e.g., coaching, training, process update, content change). This would help teams track improvement tasks directly from the QA workflow instead of relying on notes or external tools.

    0
    3 months ago
    Jack ChandlerNew Participant

    Add a Select All option when adding Macros to a Macro FolderSubmitted

    When adding macros to a new folder, if you’ve got a lot of them for any given department (e.g. 100+) manually clicking the check box for each one in the list is a pain. Clicking ‘Select all’ from the results page you’re given, would be a great QOL option.

    0
    3 months ago
    tommynor
    tommynorNew Participant

    Prevent transfers to customer contactsSubmitted

    We would love the ability to disable call transfers to customer contacts, as this would significantly reduce the risk of accidentally transferring a customer to another customer.Teams need to transfer calls to internal departments, contacts that are not customers and do not use Intercom. A separate directory for internal contacts would help solve this.As an additional safeguard, a confirmation step could be displayed before completing a transfer, such as:"Are you sure you want to transfer [customer] to [contact]?"This would help prevent mistakes and improve call handling security.

    0
    tommynor
    3 months ago
    ElinNew Participant

    Want to track # errands that have been snoozed per agentSubmitted

    Today I can only see the current state but I want to see the amount for the past month or week for example. I would also like to see the different types of snoozed conversations

    0
    3 months ago
    MasatoNew Participant

    Feature Request: Add an option to set the "Enter" key to insert a new line instead of sending a messageSubmitted

    Hi Intercom team, I would like to request a feature that allows users to customize the behavior of the "Enter" key in the Messenger widget. Currently, pressing "Enter" automatically sends the message, and users must use "Shift + Enter" for a line break. Please add a toggle or setting (e.g., a checkbox saying "Press Enter to send") that lets users choose to use the "Enter" key for a simple line break. If disabled, messages would only be sent by clicking the "Send" button or pressing "Ctrl/Cmd or Shift + Enter". Many users prefer to draft multi-line messages to organize their thoughts before sending. The current "Enter to send" default often leads to accidental or fragmented messages being sent prematurely. Giving users the flexibility to choose "Enter for new line" would greatly improve the chat experience and reduce friction. Thank you for your consideration.

    0
    3 months ago
    GlendaNew Participant

    Conversation tracking details - 'closed by'Submitted

    What you want: a “closed by” field (workflow vs teammate) Why it matters: to track abandoned workflows vs manual closes Where you’d use it: reporting, filtering, and monitoring Example: “Report on conversations closed by workflows vs teammates”

    0
    3 months ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Knowledge Hub Saved ViewsSubmitted

    The old knowledge hub had saved views for article management. Intercom lost this feature with the new knowledge hub, and I desperately need it. I can’t train my entire company how to use filters in knowledge hub, and expect them to re-input filters every time they need to see certain articles/statuses. It’s way too cumbersome. Please bring back saved views for Knowledge!!! PLEASE! 

    0
    Trevor
    Innovator ✨
    3 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Hide unused Fin roles in content settingsSubmitted

    We only use Fin for Service, but when managing which roles content should be used for, Sales, Service, and Ecommerce are all shown as options. I can turn Sales off, but Service and Ecommerce appear to be linked, meaning Ecommerce cannot be turned off without also turning off Service. Likewise, turning Service on also turns Ecommerce on.From a user perspective, this is confusing because it looks like these roles can be managed independently, even though they cannot. Since we don’t use Fin for Sales or Ecommerce, I’d ideally like the option to hide or disable those roles entirely from our workspace, or at least have clearer UI messaging explaining that Service and Ecommerce are linked.The current setup creates unnecessary friction when managing content because I have to keep seeing and accounting for roles that are not relevant to our use case. It also makes the settings feel more complex than they need to be for teams that only use Fin for support/service.Suggested improvements: Allow admins to hide or disable unused Fin roles at workspace level. Allow Service and Ecommerce content settings to be managed independently. If they must remain linked, make this explicit in the UI before users try to toggle them. Consider simplifying the content management experience for teams that only use Fin for Service. This is not blocking us from using Fin, but it adds avoidable confusion and makes content governance harder than it needs to be.

    0
    Daniel Rönnberg
    3 months ago
    annacarvNew Participant

    API articlesSubmitted

    We have all /knowledge/ files being picked up by a github action which pushes our articles to intercom. When we create the article on intercom we'll get an ID, which we'll then add to that document's frontmatter so updates can be pushed to the correct article on intercom also.Two gaps remain:the api doesn't offer a way to specify the visibility of the articles, so that will be a manual step upon creation. the api also doesn't let you specify a destination folder. I think this is just a thing for humans (i.e. the ai will see the doc no matter what) but it would be nice to organise the files better.any chance of these gaps being implemented?

    0
    3 months ago
    Sebastian KreutzNew Participant

    Increase "Before SLA breach" Lead Time or make it adaptableSubmitted

    We would highly appreciate it if the 'Before SLA breach' lead time could be increased or made customizable. The current 1-hour notification is simply too short for our workflow. Ideally, we would like the flexibility to set a lead time of up to 10 days, or a dynamic trigger at 70% of the initial SLA duration, which is standard functionality in many other support tools.Thank you for looking into this!

    0
    3 months ago
    Sara BodellNew Participant

    Allow customization of subject lines for automatic email notifications from chat conversationsSubmitted

    Description:Currently, when chat messages haven't been seen in the Messenger after 3 minutes, Intercom automatically sends email notifications to customers. These emails use the first line of the chat conversation as the subject line, which often results in:Random, unprofessional subject lines Truncated text that cuts off at awkward points Inconsistent branding that makes emails hard to identifyRequested Feature:Add the ability to customize the subject line for these automatic email notifications, either by:Setting a consistent default subject (e.g., "Commusoft Chat Summary" or "New Message from [Company Name]") Using the subject field that's already available when composing new chats Providing a template system for dynamic subject linesBusiness Impact:This would help customers easily identify and prioritize chat-related emails, reducing the risk of missed communications and improving overall customer experience.

    2
    3 months ago
    Siobhan
    SiobhanNew Participant

    View or audit what’s stored in Operator’s workspace memorySubmitted

    Workspace members should be able to view and edit the shared memory that Operator uses (e.g. tone of voice, style guides). At the moment, this context isn't visible or editable by the team, which makes it harder to keep it accurate and up to date, and leads to duplicated effort when different team members try to recreate or adjust the same guidance.Giving teams visibility into this shared memory, and the ability to update it, would reduce repetitive work and give everyone clearer insight into how Operator's output is shaped, supporting better collaboration across team members who share responsibility for its performance.

    0
    Siobhan
    3 months ago
    Hannah JoyNew Participant

    Feature request: Add a "delete" option for archived MonitorsSubmitted

    Current behaviour: Monitors can only be archived. Once archived, the only available action is to restore them.Requested change: From the archive, allow users to either restore or permanently delete a Monitor.Why: Without a delete option, the archive accumulates Monitors indefinitely, including test items and other monitors that are no longer needed. Over time this creates clutter and makes the archive harder to manage.A delete option would let us clear out items we genuinely don't need, keeping the archive clean and relevant.

    0
    3 months ago
    Chelsea NobiloNew Participant

    Allow multi-participant merging of ticketsSubmitted

    Currently merging of tickets (or conversations) with multiple participants isn’t allowed. This means that you have to link tickets via a note instead. It would be ideal to allow these to be merged as is the case for single-participant tickets to avoid unnecessary duplication.

    0
    3 months ago
    Christian OsmundsenNew Participant

    Calculate recontact rate after (assumed) AI resolutionReleased

    Hello Fin team,It's easy to go a little blind on resolution rates, since what really matters is what the customer believes is the truth. Fin will calculate an assumed resolution if a customer stops replying to the thread and leaves. Although this is quite common in the SaaS industry, it is also not a very safe indicator that the issue was in fact resolved. Even for confirmed resolutions, it may be that the customer thought it was perfect and confirmed, but later found that this was actually not the resolution anyway. To get a better picture of this, please consider this feature request for reporting:Any lead or user who does not only reopen a previous conversation (this can already be done in reporting), but opens a new conversation within X time (a variable that we should be able to select), is considered a recontact. The combination of AI resolution together with low recontact rate is dynamite, and far stronger than just showing off with a high AI resolution alone. Thanks,Christian Osmundsen, Deliverect

    3
    3 months ago
    Emma BrownellNew Participant

    Unpinning a Report FolderSubmitted

    Unpinning a report folder should not apply to all workspace users, it should only apply to the current user. Similar to how when a teammate unpins an inbox, it only applies to teammate.

    0
    3 months ago
    Faye AdminNew Participant

    Expand Conversations API to Include Inbound TranslationsSubmitted

    At the moment, the GET Conversations endpoint supports returning translated text for outbound communications only via the “include_translations=true” query.It would be great if this could be expanded to include inbound communications as well.

    0
    3 months ago
    Julian BurkeNew Participant

    Feature Request| Tag Logging Visibilit`y in EventsSubmitted

    We need a way to be able to tell who applies tags and when. Making that information visible in the event logs would be extremely helpful.Additionally, this and other conversation events should have the ability to be pulled via API. I will submit a second topic for the API feature request.

    2
    3 months ago
    Adam DudaNew Participant

    Operator status/availability as condition in workflowSubmitted

    Hello everyone, I was setting up some Workflows and wanted to make a fallback for when none of our operators are online. However, I noticed there isn't a condition to check the online/away status of teammates. I think adding this would be really useful! 

    0
    3 months ago
    Daniel_VenterraSIMNew Participant

    Make Workflows available as a paid add-on for Essential customersSubmitted

    As an Essential customer, I completely understand that some advanced features should remain exclusive to higher-tier plans.However, Workflows feel less like an advanced feature and more like a core part of running a modern support team. Simple automations such as sending an inactivity reminder, automatically closing inactive conversations, assigning conversations, or triggering basic actions are fundamental support capabilities.Upgrading from Essential to Advanced just to access Workflows is a significant price jump, especially for startups and small businesses that don't need the additional Advanced features.A great compromise would be to offer Workflows as an optional paid add-on for Essential customers.This would:Give small businesses access to essential automation without forcing a full plan upgrade. Create an additional revenue stream for Intercom. Allow growing companies to adopt automation earlier while still leaving Advanced and Expert plans attractive for their additional capabilities.I believe this would make Intercom much more accessible to startups while benefiting both customers and Intercom.

    0
    3 months ago
    Ana BahrConnector

    Remove a schedule from an article - unscheduleSubmitted

    I have created a draft of a published article and scheduled the draft to be published on July 1st. My product manager has asked me not to publish it. I can’t find any way to remove the schedule. The only option is to push the publish date out as far as possible OR publish the draft and then use the version options to return to the prior version. Shouldn’t there be an “unschedule” option? 

    0
    3 months ago
    Maddy SimonseNew Participant

    paragraph indentation in help articlesSubmitted

    It would be great to add the ability to indent paragraph text within the help article builder. It would be helpful to add this to the main article, collapsible links, etc. 

    0
    3 months ago
    SaigeNew Participant

    Ability to save Dataset Exports for future useSubmitted

    I run various dataset exports and each time, I have to go back in and reselect which fields I need.  It would be nice to be able to save these so I can reuse them regularly.  I have custom date frames so I can’t use the scheduling option plus I often need to run them on demand.  

    0
    3 months ago
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