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    3157 Ideas

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    CurtNew Participant

    Enable tagging on all tickets, not just those shared with customersSubmitted

    Currently, tags can only be applied to back-office tickets that have been shared with the customer. If a back-office ticket is internal-only (not shared), the tagging option is unavailable entirely.Ticket attributes could work, but are limited, e.g. no attribute that allows multiple selections/options like tagging does.

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    Forum|Forum|4 months ago
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    Gerald PradoActive User

    Ability to fine tune when the Let Fin Handle block should send follow ups for inactive customers.Submitted

    Currently within the Let Fin Handle boxes there is the option to Follow up with inactive email customers. But we don’t have a way to fine tune which interactions Fin should follow up with. As an example, if a customer has had a conversation with Fin where all the possible options have been exhausted and the customer has stopped replying, we want to give Fin guidance to not reply if there is a specific conversation topic (attribute) that has been detected. We want Fin to be able to send the follow up as needed, but want to be able to give Fin some instruction to NOT follow up based on a topic, or guidance. At the moment it is either on or off.  

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    Forum|Forum|4 months ago
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    Julian BurkeNew Participant

    Gated Custom Away Reasons for specific Team Inboxes or RolesSubmitted

    The Problem:Currently, all custom away reasons are visible to every teammate workspace-wide. This creates unnecessary noise for departments with different workflows.The Request:Add a setting to restrict specific away reasons to certain Team Inboxes or Roles.This will: Reduce Clutter: Agents only see statuses relevant to their role. Improve Accuracy: Prevents teammates from selecting irrelevant statuses by mistake.

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    Forum|Forum|4 months ago
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    David Bayley-HamiltonNew Participant

    SLA AmendmentsSubmitted

    As many people have a lot of SLA’s for each workflow and product, could there potentially be a way that we can create some sort of way to add an edit function to go with these as SLA’s are always changing and having to delete them entirely to amend each change can be a nightmare. I feel this would save a lot of time and extra things if it could be possible to do.

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    Forum|Forum|4 months ago
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    visharadNew Participant

    Interncom X OpenUISubmitted

    Hey everyone! I’m Visharad, one of the maintainers of openui. We are doing some really fun stuff with generative UI. Would love to connect and collaborate with folks here and contribute to the community!https://www.openui.com/ 

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    Forum|Forum|4 months ago
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    VetleNew Participant

    Export button for workspace tag listSubmitted

    It would be really helpful to have an export option for the full list of tags in a workspace (Settings → Tags), so we can download them as a CSV or similar file. Currently this is not a possibility.

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    Forum|Forum|4 months ago
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    Julian BurkeNew Participant

    API Timeout Reduction: Change URL signing windowsSubmitted

    Feature Request: Extend URL Security Signing Window (30 to 60 Mins)The ProblemThe current 30-minute security signing window is too short for large API data transfers and complex transcriptions. This leads to transcription loss when the signature expires before the process finishes.The SolutionIncrease the maximum URL security signing window to 60 minutes.Security & Infrastructure FAQGDPR/SOC2: A 60-minute window remains a "short-lived" credential. It does not alter encryption standards or data privacy controls.GCS/S3 Compatibility: Standard cloud providers (like AWS) easily support pre-signed URLs for much longer durations; this is a minor configuration change with zero infrastructure risk.Risk: The URLs remain temporary and on-demand, providing necessary "headroom" for data without increasing the attack surface.The BenefitThis change ensures data integrity for high-volume users and enterprise integrations.Are you also hitting the 30-minute limit? Upvote to let the team know!

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    Forum|Forum|4 months ago
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    Paul SellNew Participant

    Move through tickets sequentiallySubmitted

    My team has asked about a way to navigate through tickets quicker in their views. They used the “Play” button in Zendesk that would start with the first ticket and allow you to reply to the ticket and move to the next ticket. Granted Zendesk the ticket and the ticket conversation were two different screens where intercom is not. My suggestion is to have a shortcut to go to the next or previous ticket in the current view.

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    Forum|Forum|4 months ago
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    Paul SellNew Participant

    Open details panel when attribute requiredSubmitted

    We use required attributes in our setup, but some agents like to hide panels to make it easier on the eyes. The problem is that when they are trying to close tickets they forget they need to fill in attributes if its missing before closing the conversation out. Right now if you have the details panel hidden and try to close the ticket nothing happens. No message, no popup, panel doesn’t open, ticket doesn’t close. My suggestion is to have the panel pop open if its hidden when the agent tries to close the conversation and it requires more information.

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    Forum|Forum|4 months ago
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    Paul SellNew Participant

    Replying to mentionsSubmitted

    If an agent or lite agent has notifications turned on for mentions they get an email that is similar to: After a discussion around why replying to the email notification was creating new threads I was told that its not actually a feature that intercom supports. My suggestion is to allow replies to the notification, like it is suggesting to the receiver. Short term, I would ask that the “Write above to add note” goes away and a message saying NOT to reply to the email is added so there is less confusion. Our lite users are not in intercom unless needed so the alert is a bit confusing.

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    Forum|Forum|4 months ago
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    smayersNew Participant

    Ability to auto-assign converted tickets to the same agent who was handling the chatSubmitted

    When an agent is handling a chat and then converts the chat into a ticket, the ticket gets assigned to another live agent instead of the agent that was handling the chat.

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    Forum|Forum|4 months ago
    Roy
    Top Expert ✨
    RoyTop Expert ✨

    🚀 Feature Request: "Direct API Mapping" for FinSubmitted

    The Problem: Currently, setting up Fin Data Connectors is a high-friction process. For every action we want Fin to take, we have to manually: Create a new Connector. Define the endpoint. Manually map and explain each data attribute so Fin understands it.  This significantly increases the "Time to Value" for Fin. If I have a complex B2B API with 50 endpoints, it takes days to set up, rather than minutes. ⏳ The Solution: Introduce a "Bulk API Mapping" feature. Instead of manual entry, allow us to provide a URL to our API Documentation (or upload an OpenAPI/Swagger JSON/YAML file) and the Global Authorization headers.How it would work: Doc Ingestion: Fin "reads" the documentation and automatically maps the available endpoints. Semantic Understanding: Since modern API docs are well-designed, Fin can use its native LLM capabilities to understand what each endpoint does without us writing a manual "explanation" for every single one. Global Auth: Set authorization once at the root level rather than per-connector. Selective Enabling: A simple toggle list where we can "Turn On" specific endpoints for Fin to use as Tools.  Why this is a game-changer: ⚡️ Drastically Reduce Start Time: We could go from "Zero to Integrated" in minutes, not days. 📈 Scale Automation: It encourages teams to give Fin more "powers" because the cost of adding a new capability is nearly zero. 🛠 Improved Accuracy: Professional API documentation is often clearer than a human's manual summary, leading to fewer hallucinations during tool calls.  Let’s move Fin from a "manual data connector" model to a "plug-and-play architect" model! 🇬🇧💪#IntercomFin #ProductFeedback #FeatureRequest

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    Roy
    Top Expert ✨
    Forum|Forum|4 months ago
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    EugenNew Participant

    Monitor feature APIsSubmitted

    Currently there are no APIs around Monitor data. We need to be able to export data easily

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    Forum|Forum|4 months ago
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    Leila FatehiNew Participant

    Avoid duplicate work by auto-marking mentions when linked conversations are viewed or replied toSubmitted

    Hi Intercom team,I’d like to request an improvement around how mentions behave across back-office tickets and cross-noted conversations.Currently, when a back-office ticket includes a mention that is also cross-noted into a conversation assigned to me, I end up handling the same item twice: First when I open and respond to the conversation Then again when reviewing my mentions in back-office tickets This creates duplicate work and forces agents to manually reconcile two separate workflows for the same task, which becomes increasingly inefficient at higher ticket volumes.This occurs repeatedly throughout the day when handling cross-noted tickets and adds noticeable overhead to agent workflowsSuggested improvement:Automatically mark a mention as “seen” in the back-office ticket when the linked conversation has already been viewed or responded to by the assigned agent.Ideally, this behavior could be configurable to support different team workflows.Impact: Eliminates duplicate handling of the same task across conversations and tickets Reduces cognitive load when clearing mentions Improves workflow efficiency for teams managing high volumes of cross-noted tickets  Happy to provide specific examples or workflows if helpful.

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    Forum|Forum|4 months ago
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    andreahaervigNew Participant

    “bug spike”-alarmSubmitted

    Detect when multiple users report similar issues within a short time (e.g. “I can’t create a wishlist”) and trigger an alert.This would help teams quickly spot emerging bugs and investigate before they escalate.

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    Forum|Forum|4 months ago
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    DeanBENew Participant

    Multi language help article via MCPSubmitted

    If you create a help article using Claude (MCP), you still have to manually create additional language versions. The MCP can’t do this for you, so it’s probably less work to create the help articles using Claude and then add them manually in Intercom.It would be great if Claude could create the article in multiple languages directly; that would save some extra work.

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    Forum|Forum|4 months ago
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    VetleNew Participant

    Restrict which tags specific teams or teammates can useSubmitted

    Today, permissions let you control whether someone can create or manage tags, but they don’t let you restrict which tag names a teammate or team is allowed to apply. This could leads to mis-tagging and potentially messy reporting data.What I want: the ability to limit tags by person, team, and brand, so each group can only select from an approved set of tags (for example, Team A can only use tags X, Y, Z; Team B can only use tags P, Q, R; and Brand A can only use its own tag set)

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    Forum|Forum|4 months ago
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    DeanBENew Participant

    H1 and H2 via ClaudeSubmitted

    When we create help articles, we use an H1 heading for the question or module and an H2 heading to outline the steps.I use our internal documentation to update the help articles in Intercom, but now I have to keep re-editing these articles because the steps that are normally H2 aren’t being sent correctly via the API.So I have to manually edit the article again in Intercom and convert the steps that are in H1 to H2.This is manual work that really shouldn’t exist.

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    Forum|Forum|4 months ago
    Alex Amenitiz
    Alex AmenitizNew Participant

    Add Summary Note from Workflow translated.Submitted

    When using “Add summary note” in a Workflow, the summary is generated in the customer’s language. Since our agents manage multiple markets and work across different languages, having this summary automatically translated into the workspace’s default language would save a lot of time and make this feature much more useful.

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    Alex Amenitiz
    Forum|Forum|4 months ago
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    Heloisa SilvaNew Participant

    CSAT Re-evaluation After Conversation Reopening, Even When a Comment Has Been SubmittedSubmitted

    Allow modification of the initial CSAT even when it has been submitted with a comment, by resending a new evaluation when the conversation is reopened. This way, the rating can be updated to reflect the most recent context of the interaction.

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    Forum|Forum|4 months ago
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    ImmortalNew Participant

    Enable Fin as an internal assistant for conversation insights and reportingSubmitted

    We’d love to use Fin not only for customer-facing conversations, but also as an internal assistant for the support team — helping us quickly extract insights from past conversations and generate reports on demand.Use cases:Finding feature requests in conversations Often, customers share feature requests casually during chats, and it’s difficult to quickly locate them later.It would be extremely helpful to ask something like:“Show me recent feature requests related to [product/feature]” “Find conversations where users mentioned missing functionality”And have Fin return relevant conversations or summaries.Generating custom reports from natural language Instead of manually building reports, we’d like to ask Fin questions like:“What was our Fin resolution rate last week vs this week?” “How many conversations did we have in March vs April?” “Did the resolution rate increase or decrease, and by what percentage?”Fin could use existing data to generate quick insights and comparisons.Quick metrics on demand Sometimes we just need a fast answer without building a full report, for example:Total number of conversations in a given period Fin resolution rate CSAT trendsHaving Fin instantly provide these numbers would save time and improve team efficiency.

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    Forum|Forum|4 months ago
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    ImmortalNew Participant

    "Scheduled Action" Step in WorkflowsSubmitted

    need a way to schedule a specific action (like posting an Internal Note and reopening a chat) to happen automatically after a delay, but only if certain conditions are still met.Key Requirements: Scheduled Internal Notes: A Workflow step that allows us to write a pre-defined Internal Note that will be posted to the conversation at a specific time (e.g., "Next business day at 9:00 AM"). Auto-Reopen: The ability for this scheduled action to automatically move a "Snoozed" conversation back to "Open" status so it appears in the agent's inbox. Conditional Execution: The system must check conversation attributes right before the action triggers. If a specific attribute (e.g., Follow-up is true) is set, the scheduled note should be cancelled and not post.  

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    Forum|Forum|4 months ago
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    Darjus SaksonConnector

    number of tickets in custom statesSubmitted

    It would be good to have metric like ticket numbers in custom states, what could be viewed and segmented by teammates

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    Forum|Forum|4 months ago
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    Khoa LeNew Participant

    Mark as SpamSubmitted

    I like the new mark as spam button, but I don’t not like the location.  The mark as spam button is too close to other highly used buttons and I can see misclicks happening often.  I’d suggest moving the button off to an are that would prevent this.

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    Forum|Forum|4 months ago
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    User2149Active User

    Expose workspace phone number in Call dataSubmitted

    Hello,I couldn’t find back any related topic, but there seems to be no way to retrieve the workspace phone number via the API when a customer calls or when we call a customer.This is critical for us to calculate pick up rate or load per phone number. Is there a reason why it’s not exposed or am I missing something? Seems a very basic thing so I might just be overlooking.Thanks!

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    Forum|Forum|4 months ago

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