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    Rachel M12
    Rachel M12Connector

    Enhanced Date Picker in ReportsSubmitted

    Can you please introduce more options when it comes to picking date ranges for reports? Last Week option Last Month option Last Quarter option (selects the previous complete 3 months) Custom date picker, where you can have an easier calendar option to select the start and end date which allows dynamic selection where you can change the date/month/year separately rather than manually scrolling back month by month to the chosen date OR you can type the date as a shortcut An option for choosing XX days/weeks/months in the past An ‘All Time’ option

    1
    3 months ago
    Evie LynchNew Participant

    Show exact message date/time in the inbox instead of only relative timeSubmitted

    Currently, the Intercom inbox displays message timestamps as relative time (e.g. “31 minutes ago” or “14d”). The exact date and time is only visible when hovering over the channel icon next to the message.It would be helpful to add a setting that allows the inbox to always display the full date and time (e.g. “Jun 24, 2026, 10:14 AM”) instead of only the relative format. This would make it easier to quickly see when messages were sent without needing to hover.

    0
    3 months ago
    Luke CaporaleNew Participant

    Ticket email notifications use chat's first line instead of ticket number and subject lineSubmitted

    Description:Currently, when chat conversations are converted to tickets, Intercom's automatic email notifications continue to use the first line of the original chat conversation as the email subject line. This creates several problems:Generic, near-identical subject lines across all ticket emails, since they all pull from similar opening chat messages. Truncated or awkward text that cuts off mid-sentence. No reference to the ticket itself or ticket #, so customers cannot tell which ticket an email relates to.The result is that every ticket email looks the same in a customer's inbox, making it very difficult for them to track, manage, and prioritize their open tickets.Requested Feature:Add the ability to customize the subject line for email notifications tied to tickets, so that each subject line includes:The ticket number (e.g., "[Ticket #12345]") A meaningful ticket description or title, rather than the first line of the chatIdeally this would be supported through one of the following:A template system for dynamic subject lines (e.g., "[Ticket #{{ticket_id}}] {{ticket_subject}}") Pulling from the ticket's existing subject/description field rather than the chat's first line A configurable default format that applies to all ticket-related email notificationsBusiness Impact:Distinct, ticket-aware subject lines would let customers immediately identify which ticket each email concerns, search their inbox by ticket number, and prioritize responses accordingly. This reduces the risk of missed or overlooked communications and meaningfully improves the customer's ability to self-manage their support tickets via email.Note: this request is related to to the below idea but is not identical. 

    0
    3 months ago
    Luke CaporaleNew Participant

    Ticket email notifications use chat's first line instead of ticket number and subject lineSubmitted

    Description:Currently, when chat conversations are converted to tickets, Intercom's automatic email notifications continue to use the first line of the original chat conversation as the email subject line. This creates several problems:Generic, near-identical subject lines across all ticket emails, since they all pull from similar opening chat messages. Truncated or awkward text that cuts off mid-sentence. No reference to the ticket itself or ticket #, so customers cannot tell which ticket an email relates to.The result is that every ticket email looks the same in a customer's inbox, making it very difficult for them to track, manage, and prioritize their open tickets.Requested Feature:Add the ability to customize the subject line for email notifications tied to tickets, so that each subject line includes:The ticket number (e.g., "[Ticket #12345]") A meaningful ticket description or title, rather than the first line of the chatIdeally this would be supported through one of the following:A template system for dynamic subject lines (e.g., "[Ticket #{{ticket_id}}] {{ticket_subject}}") Pulling from the ticket's existing subject/description field rather than the chat's first line A configurable default format that applies to all ticket-related email notificationsBusiness Impact:Distinct, ticket-aware subject lines would let customers immediately identify which ticket each email concerns, search their inbox by ticket number, and prioritize responses accordingly. This reduces the risk of missed or overlooked communications and meaningfully improves the customer's ability to self-manage their support tickets via email.Note: this request is related to to the below idea but is not identical. 

    0
    3 months ago
    Jenna KNew Participant

    Document TranslationSubmitted

    It would be great if Fin could automatically translate document content in conversation. This would eliminate the need for external resources.

    0
    3 months ago
    DebraNew Participant

    See one metric as a percentage of a separate metric in reportsSubmitted

    Hi all, below is my specific use case, but I think this type of report would also benefit others using different metrics to me.For us, I’d love to track the percentage of all rated conversations that receive a remark. We believe that this is a measure of the conversation being even more impactful & meaningful. I’d love to track this over time to see whether we manage to increase the % of remarks. Currently, I can create a report showing absolute numbers (conversations with a rating Vs conversation ratings with a remark), but since the number of ratings also changes over time, it’s more helpful to see the percentage. I’d also like to compare the percentage between teammates. Ideally, we’d also see those percentages broken down into each of the CSAT levels e.g. one for 5/5 CSAT, one for 4/5 CSAT etc. In the screenshot below,  what I’d want to see is the yellow as a percentage of the blue. If you only track one metric, you can go to Options > Show Relative Values, but this option disappears once you add a second metric. Let me know if anyone needs further explanation! 

    1
    4 months ago
    Anurag JoshiNew Participant

    Add a metric for reopen conversation percentageSubmitted

    It will be great to have a metric to plot the trend of the “percentage” of reopened conversation over a period of time. This is a key metric to judge the quality of resolution in the first instance itself.

    0
    4 months ago
    Thomas Hils
    Thomas HilsNew Participant

    Add support for brand based variable content in knowledge base articles to improve white-label/multi-brand use casesSubmitted

    We offer a white-labeled help center for some customer implementations. The vast majority of the content in these articles (should be) identical, except displaying a different brand name (which lives in Intercom already) or an alternative screenshot that captures that specific brand identity. In it’s current state, we must maintain duplicate articles for all of this content creates a significant burden in manual efforts required to keep these articles in sync, and introduces more possible failure points where it’s possible for data to fall out of sync.The ability to write one article that references {{brand.name}} and to attach individual screenshots to {{brand.name}} would be an incredible improvement to this experience for us, and reduce a significant amount of manual work to keep these different knowledge base articles in sync.In an ideal world it’d be possible to flag certain blocks of content as brand-specific, so that even situations in which there is variable content or minor differences between brands we could still maintain one primary article.Alternatively, a reverse version of this where content could be defined in blocks that could be referenced in different articles would help accomplish some of this. Content that is universal can be defined as one of these blocks and individual articles could reference this primary content. Changes made to the primary content would then reflect back on each brand-specific item, where any brand specific content would live. 

    0
    Thomas Hils
    4 months ago
    Thomas Hils
    Thomas HilsNew Participant

    Preserve supported markdown formatting when pasting into composerSubmitted

    Often we have content that is formatted in Markdown that we’d like to paste into Intercom to be sent as a reply to a customer. It’d be great if pasted markdown formatting was preserved where that formatting is supported by Intercom. A quick test gave me these results:Not preserved on paste:Bold: **text** Italic: _text_ and *text* Strikethrough: ~~text~~ Inline code: `text` Code block: triple backticks Heading: # (H1) and ## (H2) Blockquote: > text Bulleted list: - item and * item Numbered list: 1. (pastes as plain text, not a styled list)Already handled correctly on paste, for contrast:Markdown link [label](url) renders as a clickable link Single line breaks and blank lines between paragraphs are preserved

    0
    Thomas Hils
    4 months ago
    Julian BurkeNew Participant

    Feature Request| UX Improvement for Back-Office TicketsSubmitted

    Back office tickets should have the ability to be easily re-opened just like normal conversation tickets. Example: if a team-mate replies on a back-office ticket that’s already been marked Resolved/Closed, the ticket should re-open.  The use case would be: Back-office tickets are used to track bugs, so visibility is key at every stage.

    0
    4 months ago
    Hernando ConeoNew Participant

    Feature Request: Font Size and Color Options in the Inbox Composer for EmailsSubmitted

    Currently, when working inside the shared Inbox, the text formatting options in the reply composer are limited to the basics (bold, italics, etc.). When dealing with complex support tickets, long explanations, or crucial warnings, these basic tools aren’t enough to properly structure information for the customer.The Solution We need Font Size and Font Color selectors added directly to the rich-text toolbar in the Inbox reply composer (where teammates read and reply to conversations).Detailed Use Cases & Why We Need This: Highlighting Critical Information: When customers need to be warned about something important (e.g., "Do not click X before doing Y"), standard bolding often gets lost in a long paragraph. Being able to change the text color to red or orange would immediately grab the customer's attention and prevent user errors. Step-by-Step Troubleshooting: When sending a list of instructions, being able to color-code steps or increase the font size of section headers makes it much easier for the customer to read and follow along without getting overwhelmed. Accessibility and Readability: Not all customers have perfect vision. Sometimes we need the ability to bump up the font size of our replies to accommodate users who need larger text, improving their overall support experience. Brand Consistency: Having access to color tools would allow our support team to use our brand's primary colors for links or headings, making the interaction feel more professional and customized. Current Workarounds & Their Flaws: Right now, to emphasize something, we have to rely heavily on bolding, highlighting, or using ALL CAPS. ALL CAPS can come across as aggressive (like yelling at the customer), and too much bolding just makes the text look cluttered. 

    0
    4 months ago
    Vicky LabergeNew Participant

    Workflow- Define ticket attributSubmitted

    Hello,We are working with teams that would like tickets to be created automatically for each message. In some use cases, ticket creation would be fully automated. If the customer selects this option, a ticket could be generated automatically and filled with the required information.For this reason, I would like to have the ability to define ticket attributes for these types of automated ticket creation scenarios.

    0
    4 months ago
    Rachel RudatNew Participant

    Multi-select option in list format - ticket attributesSubmitted

    When creating a new ticket form, you’re currently not able to set up attributes with a multi-select list field. I would like to create a list attribute and choose if I want this to be a multi or single select field. The only workaround currently is to create multiple fields which is not a great user experience and makes reporting cluttered and less straightforward. 

    6
    4 months ago
    Sonal Raval
    Sonal RavalActive User

    Ability to change the naming convention for the Customer Portal (formerly Tickets Portal)Submitted

    I saw that the Tickets Portal has been renamed to Customer Portal in the Help Center recently. Is there any plans to have this naming convention customizable?Customer Portal is misleading since that’s something our customers might call our actual platform so if we reference it in our Help Center or other documentation, that could lead to very real confusion. Tickets Portal was working well for us.

    0
    Sonal Raval
    4 months ago
    kamiNew Participant

    Intercom integration with HoneycombSubmitted

    We have boards set up in Honeycomb to monitor and review usage on a per customer basis. We would like an integration with Honeycomb that we can optimize so when certain set thresholds or abnormal activity is observed for a customer in Honeycomb, it will send notification to the customer through Intercom. When working with a customer ticket in Intercom, the team member should have the context and quick access to the customers honeycomb board through this integration.  When Fin is handling conversations for an authenticated user, it will have the context if a honeycomb board is available to answer general questions. 

    0
    4 months ago
    Gabrielle BermanNew Participant

    Ability to duplicate help center or articlesSubmitted

    It would be incredibly helpful to be able to duplicate help centers / articles for easy audience segmentation without having to recreate the entire thing each time. This way I can do a quick tweaking of what I need. 

    0
    4 months ago
    Lauren PowellNew Participant

    Allow Inbox search to return conversations by company nameSubmitted

    Right now, the Inbox search only returns results based on text inside conversations. If a company name never appears in the conversation itself, searching for that company will return no results — even though the conversation is associated with that company.It would be helpful if Inbox search could also return conversations based on associated company names, not just message content. This would make Intercom feel more like a traditional inbox where you can search by company and still find all related conversations.

    0
    4 months ago
    Product YegoNew Participant

    Share conversation attributes between procedures and across the conversationSubmitted

    We are building multiple procedures that need to share data with each other during the same conversation. Today, when a procedure ends, the context it built (amounts, decisions, variables) is not reliably accessible by the next procedure or by Fin in a general conversation turn.Our specific use case:We need to pass the refund amount calculated in one procedure to a second procedure (e.g. a refund/credit dispute procedure) so Fin can tell the rider exactly how much they were compensated without asking again or losing that information.What we are asking for:The ability to write a conversation attribute inside one procedure and read it reliably in any other procedure or general conversation turn within the same conversation for example:compensation_minutes set in a procedure → readable in the refund dispute procedure refund_amount set during a credit step → displayable to the rider later if they askWhy this matters:Without this, we are forced to either cram all logic into one mega-procedure (which causes the re-triggering and idempotency issues we already flagged) or lose context between procedures and give the rider a worse, disconnected experience.

    0
    4 months ago
    Darjus SaksonConnector

    Sales manager access to conversationsSubmitted

    Hello,would be great to extend light agent rights, and to be able see conversations not only in which there were mentioned.To see customers assigned to them conversations or something similar.Now it expensive to give full license for sales when tool is used only by support team as example in our case, Light agent license is nonsense because can be used only for reporting or similar

    1
    4 months ago
    BrigitaNew Participant

    Dropped email recipients need proactive visibility (notifications, attribute or conversation reopening)Submitted

    The issueThe new dropped recipients behavior is a sensible safeguard, and I appreciate that the drop reason is now shown in the conversation. The problem is that this is the only signal. A dropped recipient is surfaced passively — a red icon, red text, and a hover tooltip inside the conversation stream — and nothing else happens:No notification or alert to the sender, the assignee, or the team. No attribute set on the contact or the conversation to flag that a drop occurred. The conversation is not reopened, or moved to any view. No event/webhook we can hook automation onto.So unless someone happens to reopen that exact conversation and read the recipient line, the failure is invisible.Why this matters for usThese are not marketing emails. We use Intercom for account and support communication — replies to tickets, account notices, security- and billing-related messages. When one of these silently drops, the customer simply never hears back from us.In practice we only find out one of two ways:By chance, if an agent happens to revisit the conversation and notices the red recipient. When the customer contacts us again asking why we went quiet.Both mean a real delay in getting an important message to the person, and a worse experience for a customer who did nothing wrong (e.g. a temporary "mailbox full" suppression, a bounce that's since been resolved, or a domain block).The frustrating part is that we usually can still reach these people — through chat, or via an alternative contact email on the account — but only if we know the drop happened. Right now we don't.What we'd like to seeAny one of these would help; together they'd close the gap completely:Automatically reopen the conversation when an outbound reply is fully dropped, so it returns to a human instead of sitting closed with an undelivered message. A notification when a drop occurs — to the sending admin and/or the conversation assignee, and ideally configurable at the team/workspace level so it can route to a shared inbox or channel. A contact and/or conversation attribute set on drop (with the drop reason). An attribute would let us build: Filtered inbox views / segments of "messages that didn't deliver" Workflows that reopen, reassign, or tag the conversation automatically Reporting on how often this happens and for which reasons (Nice to have) A retry action once the underlying issue is resolved, instead of having to compose and send a brand-new message.

    0
    4 months ago
    Iben Falk AndersenNew Participant

    Rename sent chats after sendingSubmitted

    Would be great to be able to change the title of a chat, when it has been sent. Since it would only be visible to the sender for internal purposes, it should not be a problem.

    0
    4 months ago
    Paul SpencerNew Participant

    Preset Based on FolderSubmitted

    I create dozens of articles with identical settings in Content Type, Fin Audience, Help Center, and Help Center Audience, and they’re all stored in the same folder. It would be great if I could start by selecting the folder and on that basis Intercom would apply the other attributes. It’s basically a template article, but populating some of the main settings instead of the content. 

    0
    4 months ago
    Jawad SabihNew Participant

    Image Gallery for knowledge base articlesSubmitted

    In most companies, the user interface (UI) is constantly evolving. Currently, whenever the UI of a button changes in our system, we must manually find and replace the corresponding image in every article where it has been used. This process is time-consuming and prone to errors.To address this issue, I propose introducing an Image Gallery feature. This feature would serve as a centralized library of reusable image templates, making it easier to manage and update images in articles. Benefits and Features of the Image Gallery Reusable Image Templates The Image Gallery would function as a centralized repository for commonly used images, similar to a clipboard but specifically for images. A button within the article editor would display a list of available images, allowing users to quickly select and paste them into articles. Simplified Updates Across Articles Updating an image in the Image Gallery would automatically update it in all articles where that image is used. This eliminates the need for users to individually replace images in multiple articles whenever a UI change occurs. Streamlined Workflow By reducing the manual effort required to maintain UI consistency across articles, the Image Gallery would save time, minimize errors, and ensure that all articles always reflect the latest UI changes.

    1
    dennismortensen
    4 months ago
    Terry Tafari1New Participant

    Allow workflows to branch based on regular Guidance (not just Escalation Guidance)Submitted

    .Currently, the Branch condition in Fin workflows only supports Escalation Guidance — you can branch based on which Escalation Guidance was triggered (e.g. Frustration, Legal escalation, Speak to a Human). Regular Guidance articles are not available as branch conditions at all.For example If Fin handles a conversation using a Guidance (e.g. spam detection), we want to route or deprioritise that conversation differently in the workflow — without it being treated the same as a other messages in the workflow. There's currently no way to detect or act on when regular Guidance was used. Add the Branch condition dropdown to include regular Guidance articles alongside Escalation Guidance, so teams can build more granular routing logic based on how Fin actually handled the conversation.

    0
    4 months ago
    Gil GoldenbergNew Participant

    [Feature Request] Add support to switch workspace in iOSSubmitted

    Hi,On iOS SDK there is no ability to switch workspaces - vs. Android SDK where you have such ability (documented here: https://developers.intercom.com/installing-intercom/android/using-intercom#change-workspace:~:text=the%20Android%20SDK.-,Change%20workspace,-Kotlin`changeWorkspace(apiKey: String?, appId: String?)`

    0
    4 months ago
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