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    3157 Ideas

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    Tim PearceNew Participant

    Enable Ticket State changes via Macro'sSubmitted

    As it stands, you can change the ticket state to ‘Closed’ via Macro’s but can not change to any other Ticket State.  This would be extremely useful, if we were able to change the State to any of the other options in addition to “Closed”.

    1
    Paul D
    Forum|Forum|4 months ago
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    Nicole ConnorNew Participant

    Automatically update article links when a change is made to content or titleSubmitted

    Its terrible practice that an internal intercom article does not recognise and update the url of another intercom article when a change is made, meaning article links break with no user alert. The system should recognise that article a has been linked to article b, if article a updates the title it should automatically update the article link without requiring manual intervention, 

    1
    Roy
    Forum|Forum|4 months ago
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    Nas.io SupportNew Participant

    Extract Option for Intercom articles and it's contentSubmitted

    Hi, at the moment we have to manually copy and paste both the article titles and their content, as there’s no direct way to export articles (including content) from the Intercom UI.

    0
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    Forum|Forum|4 months ago
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    SueannNew Participant

    Sync Notion "Toggle" format to IntercomSubmitted

    When there are toggle headers on Notion, the content doesn’t get sync in to Intercom. It would be great to have this feature as this will reduce the time needed to update format to import information, while making it easier for internal team to browse on Notion still.

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    S
    Forum|Forum|4 months ago
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    Wing LauNew Participant

    Make Fin’s greeting name bold for consistencySubmitted

    Please make the customer name in Fin’s greeting bold, so it matches the rest of the message formatting. Right now the greeting can show the name in plain text while other text is bold, which looks inconsistent. A screenshot of the current behavior is attached. 

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    Forum|Forum|4 months ago
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    Kartik SharmaNew Participant

    Customer satisfaction scoreSubmitted

    We’ve noticed that some low ratings are given even when there hasn’t been an actual error on our end, often due to factors outside our control.  One possible enhancement could be a “review queue” for ratings of 3 or below, where they are briefly reviewed before being applied to the final score. A quick assessment by our internal managers or leaders could help determine whether the rating reflects an issue with how the chat was handled, or if it stemmed from external factors (for example, a chat being closed after sufficient wait time while the client still had additional questions). Only after that review would the rating be finalized and countedI’m not sure if this is something Intercom would consider, but it felt worth raising, as unnecessary low ratings do have a meaningful impact on our teams..

    1
    Roy
    Forum|Forum|4 months ago
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    Declan CroftNew Participant

    Reporting who actually missed a phone call (not just who answered)Submitted

    Right now, the ‘Call missed by …’ detail only shows in the conversation event log (when enabled), but it can’t be used as within any of the reporting.Please add a reporting attribute so we can chart ‘missed by teammate’ and see how many calls each teammate missed in a period (e.g., this day, week etc), instead of it looking like the person who answered missed them. Currently if i use the reporting metric “Team Missed Call Count” then use any of the graphs other than “KPI” it is listing the person who answered the phone call as the person who had missed the calls on its way to that person.

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    Forum|Forum|4 months ago
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    Gabrielle C.New Participant

    Make fin aware that User/Lead in conversation attributesSubmitted

    Currently, Fin can’t tell if my customer is logged in or not during a conversation. This would be nice so that I can apply different Procedure steps based on that (sometimes I need the customer to log in, especially if I’d need to come back later and they would have lost their web session).

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    Forum|Forum|4 months ago
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    Jordan MurphyNew Participant

    Ticket systems ReportingSubmitted

    Hi, I hope you’re doing well, It would be great if the following could be implemented for intercom tickets. Macros Ability to update ticket state via macro  Ability to add tags to tickets  Ability to update custom attributes based on macro usedTopicsAbility to create topics in the same way as conversation topics Tickets: Ability to update ticket status to open when the dp replies Inboxes: Ability to filter inboxes Thank you, Jordan 

    1
    J
    Forum|Forum|4 months ago
    C
    Caitlin MullerNew Participant

    Sort outbound messages (whether alphabetically or ability to reorder items)Submitted

    Hi Intercom team,I’d love if you could introduce a filter/sort by function in intercom to allow us to sort outbound messages alphabetically.We often build product tours and have a specific naming convention to help keep things organized (e.g. ‘EN | Tour 1’, ‘EN | Tour 2’, ‘FR| Tour 1’ etc.).However, when we update or create new tours (perhaps expanding to other languages) the whole order in our Outbound > Messages > Views gets out of whack. Even with the search bar, it’s hard to find which specific tour to update and how it appears in a ‘flow’ of tours. Example: Let’s say I create 4 tours for our German customers, but want to fully scrap one of the tours and recreate it. After recreating it, that tour will be brought to the top of the page and not sit in order with the rest of the tours. This is very frustrating and makes maintenance a lot harder. It would also be fantastic to have subfolders or subviews within Views for these cases so we can further sort product tours by language. (For example, having a view called Product Tours and then a subview called Tours FR or Tours DE).Sorry if this has been posted before - I had a check, but didn’t find anything.     

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    Forum|Forum|4 months ago
    M
    Matthias ManzoneNew Participant

    See the list of participants in a ticketSubmitted

    When multiple participants are added to a conversation or ticket, teammates can see the names of who has been added. As a customer, looking at the ticket portal or details of a conversation, I can only see the assigned teammate “+ x others”. Hovering the “+x others” doesn’t show the names of the participants, and the customer has to scroll through the conversation to find their names when they were added to the conversation. As a customer, I want to be able to see the names of participants to a ticket, so I can ensure the right audience is involved. The names should be visible in the ticket portal and in the conversation itself. In terms of display, the names should either appear when hovering on the header (+ x others) or be displayed in a context window. This was raised by a few of our customers who are missing this feature after our transition from Jira.

    0
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    Forum|Forum|4 months ago
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    Vijay KuniyalNew Participant

    Manually set Messenger fields with custom textSubmitted

    I want to manually set few of the buttons that we present to the customer on the Chatbot window.e.g. Start conversation button text, just gives us 6 options. We want to have our own custom fields, i.e. Talk to Nile support, Chat with Nile support.Below changes we are looking for.Rename Messages to - "view conversations"Rename Tickets to "View tickets"Change "Contact Support" to "Contact Support to Raise NewInstead of pre filled values we are looking to modify them based on what we want to name them, to align with our need.

    1
    D
    Forum|Forum|4 months ago
    S
    Shanté SimpsonNew Participant

    Increase CSV upload limit for AI Attribute values beyond 250Submitted

    We're building a FIN AI Attribute to automatically detect and tag which law firm a user belongs to, so FIN can route and respond appropriately across both firm users and their end clients.We have 526 active law firm clients on the Legl platform, each requiring their own value with a distinct name and description so FIN can correctly identify users by email domain and firm name mention.The current 250-row CSV upload limit means we cannot load our full firm list in a single attribute — we have to split it across multiple uploads, which creates a fragmented and harder-to-maintain setup. Ideally we'd be able to upload all values in one go.Request: Please increase the CSV upload limit for AI Attribute values to at least 600 rows, or allow multiple CSV uploads to append to an existing attribute's value list rather than replacing it.This would be particularly valuable for any Intercom customer operating in a B2B2C model where they need to tag by client organisation at scale.

    1
    J
    Forum|Forum|4 months ago
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    Jill BraggConnector

    Not Able to Copy/Save to PDF on Long Side Conversation ThreadsSubmitted

    Currently, there’s no way to download/export a side conversation. As a workaround, I tried copying the whole side conversation thread & then saving it as a PDF. However, that doesn’t seem to work on longer threads. Only 4 or 5 of the replies in the thread actually get copied into the PDF. We’ve tested on Mac & Windows, & the behavior is the same. We’ve also tried pasting the copied thread to Google & Word docs, but it still behaves the same way.At the very least, we need this functionality fixed so that we’re able to copy & save longer side conversation threads to a PDF. In addition to this, we need the dates and times of each reply to be shown in the PDF. Ideally though, we need a way to export side conversations.

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    Sonal Raval
    Forum|Forum|4 months ago
    Nate E.
    Nate E.Connector

    Workload Management by ChannelSubmitted

    I would love to have the ability to set workload management by channel.For instance, with live channels I need to keep the number of conversations limited so as not to overwhelm. However, for email tickets I would like them to auto route limitlessly as those do not have the same time constraints. Therefore, any one agent would only have one chat conversation (or however many I choose) in their inbox at any given time but could have multiple tickets in their inbox to work on between live conversations. ​@Gerald Prado 

    3
    Nate E.
    Forum|Forum|4 months ago
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    NoamKevinNew Participant

    Enable "Content and Sources" in ProceduresSubmitted

    Today’s there’s an option to enable Fin’s procedure access to almost everything: But if you want to connect it to “Content and Sources” you need to mention the knowledge source my name, within the procedure.Enabling Fin access, within a procedure, to also use the Content and Sources is crucial, since they’re missing as soon as a procedure is triggered. 

    0
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    Forum|Forum|4 months ago
    Conor
    Super User ✨
    ConorSuper User ✨

    Support Stack E14: Filling in the process blanks for QA *AND* FinSubmitted

    Most teams treat QA, documentation, and Fin as separate problems.They’re not.In this episode with Thomas Hils (Head of Support @ Wingspan), we break down how to connect all three into a single system that: Uses real conversations to find gaps in your docs Improves processes automatically Makes Fin significantly more effective The key idea: Fin can’t answer what doesn’t exist.If your resolution rate is stuck, this is likely why.Watch here 

    0
    Conor
    Super User ✨
    Forum|Forum|4 months ago
    Ko Kyat
    Ko KyatNew Participant

    How to deposit $141M into Safe wallet on BaseSubmitted

    I need guidance for transferring $141M USDC from the current Treasury to our Safe wallet on Base. I want to ensure the funds are securely moved and the process follows best practices.Relevant addresses: Current Treasury: 0xE25dF57F6cAd807E5208BC5B53eD8048937ACa56 Safe wallet contract: 0x833589fCD6eDb6E08f4c7C32D4f71b54bdA02913 Questions: What is the recommended procedure to move $141M into the Safe wallet? Are there any precautions or checks needed to avoid loss or mistakes? Can multisig signatures be coordinated for this transfer safely? Category:Finance / Treasury ManagementTags:Base, Safe Wallet, USDC, Treasury, Multisig 

    0
    Ko Kyat
    Forum|Forum|4 months ago
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    ben naughtonNew Participant

    more automation capabilities for custom fields please!Submitted

    we need to fill in certain ticket fields based on status changes etc etc. - we want to do this via intercom workflows.i.e. status changes → field is filled in ticket, status changes again → content of custom field is populated with information from another field. we would also like the ability to add custom ‘person’ fields which will appear alongside ‘assignee’ at the top of the ticket/convo.

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    Forum|Forum|4 months ago
    B
    ben naughtonNew Participant

    Linking tracker tickets to back office tickets / linking back office tickets to back office ticketsSubmitted

    we have to use back office tickets for internal-only things (i.e. that customers don’t need to see) - we resultantly  need more flexibility in Intercoms ticket linking capabilities.being able to link:back office ↔ back office tracker ↔ back officewould be great. Just allows us a little more flexibility.

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    Forum|Forum|4 months ago
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    YoeriNew Participant

    Map an Article to Multiple Collections (Avoid Content Duplication)Submitted

    Currently, Intercom Articles can only live in one Collection (and one sub-section) at a time. However, many support topics are cross-functional. For example, an article about the report for ‘Functionality A’ is relevant to both the ‘Functionality A’ collection and the ‘Reports’ collection. The current workaround is to manually duplicate the article. This creates several critical issues:Maintenance Nightmare: If a screenshot or a feature changes, we have to remember to update every single copy of that article. This is prone to human error and leads to outdated information.Split Analytics: The fragmentation of data across multiple URLs prevents us from seeing the total impact or performance of a piece of content.SEO Penalties: Search engines flag "duplicate content." Having three identical pages on one Help Center hurts our organic search ranking.Broken User Experience: A user might encounter two versions of the same article (with slightly different titles), causing confusion about which one is the "official" guide. The Solution: Multi-Collection MappingWe need the ability to create an article once and "map" it to multiple Collections or Sections. How it should work:Within the Article Settings, instead of a single dropdown for "Collection," there should be a multi-select option or an "Add to another collection" button.The article should have one primary URL (Canonical) to protect SEO, but be visible and navigable through all assigned collections.Analytics should be aggregated for the article, regardless of which collection the user navigated through. Why this is important"Single Source of Truth": This is the gold standard for content management. It ensures that customers always get the most accurate, up-to-date information without the risk of us missing a duplicate during an update.Scalability: As our Help Centers grow from 50 to 500+ articles, manual duplication becomes impossible to manage. This feature would save our Content Team hours of repetitive work every month.Improved Discoverability: Customers have different mental models. Some look for a feature under "Pricing," others under "Account Settings." Allowing an article to exist in both places meets the customer where they are. The ImpactBy implementing this, Intercom would move from being a "basic" knowledge base to a sophisticated Content Management System (CMS). It prevents content rot, ensures SEO health, and significantly reduces the operational overhead for Support Operations teams. We want to spend our time writing great content, not copy-pasting it. Is this on the roadmap? We’d love to see Intercom support a more flexible content architecture!

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    Y
    Forum|Forum|4 months ago
    L
    Laura LNew Participant

    Send LaterSubmitted

    We’d like to be able to queue up responses in the Help Desk to send later. For example, if we’re working late into the evening, but we want a particular message to pop-up for the user at 8:00 am their time, we’d like a “Send Later” function so that we don’t have to snooze it and then send it when it unsnoozes. 

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    T
    Forum|Forum|4 months ago
    Y
    yves hajjarNew Participant

    Allow custom Messenger apps to trigger a larger Messenger view (expand)Submitted

      Right now custom apps can’t trigger the same “expand” behavior you see in News and HelpIt would be really useful to let a custom app (especially a Sheet app) request a larger Messenger window when a user clicks into it, so the app has more room to display content without feeling cramped.This would make custom apps feel like first class experiences inside the Messenger, not second class compared to News and Help.

    0
    Y
    Forum|Forum|4 months ago
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    CierylNew Participant

    Allow members of same workspace to be included in a side conversationSubmitted

    Hi! I understand the function of the side-conversation is for external communication and internal Slack communication, however many of our customers that reply to them still copy their Account Managers from our team for visibility, and it looks bad when, as the Support team, we have to remove our own relevant teammates from the CC list just to send the email. Would be nice if that could get unblocked! :)

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    Forum|Forum|4 months ago
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    Christina ZinnerNew Participant

    Fin to use Help centre and Glossary for termsSubmitted

    I noticed fin took it up on himself to use English terms even though our German help centre is fully translated.1. It be nice that fin relies on the terms in the translated article2. Fin to use the uploaded Glossary in the Multi-language section,

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    C
    Forum|Forum|4 months ago

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