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    3157 Ideas

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    Marc D'AurizioNew Participant

    Add a ticket event when a Jira issue is unlinked from a TicketSubmitted

    Today, when a Jira issue is linked to a Ticket, a ticket event is recorded, but when it’s unlinked there’s no corresponding “Jira unlinked” ticket event. This makes it hard to audit or track when the link was removed. Please add a ticket event that records the unlink action (who unlinked it and when), so the ticket history is complete.

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    Forum|Forum|4 months ago
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    Joshua HoNew Participant

    Australian Data Hosting for Fin AI AgentSubmitted

    We would love to see Australian data hosting for Fin in the AU region. This has been an issue for us adopting Fin, as currently data is still sent to the U.S. region.

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    Forum|Forum|4 months ago
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    Kieran MaddenNew Participant

    Waiting Since in Data Exports for Conversation DataSubmitted

    “Waiting Since” isn’t currently available as a column in the Conversation Dataset CSV export, even though it exists as waiting_since in the conversation model.  Can you please add it as a field that can be added to reports in Data Exports

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    Forum|Forum|4 months ago
    Grace Ndabananiye
    Grace NdabananiyeNew Participant

    Export Individual Reviewer Notes from Monitor ScorecardsSubmitted

    Summary:Manual reviewer notes added to conversations within a Monitor should be exportable, either via the Dataset Export (CSV) or surfaced in the Reporting API, alongside scorecard scores.The problem:When manually reviewing conversations in a Monitor, reviewers can add qualitative notes to explain their scoring decisions. These notes are currently only visible within the Monitor UI, one conversation at a time, and can't be exported via CSV, the Reporting API, or S3 export.This creates a noticeable gap: the qualitative insight that gives context to scores, the why behind a pass or fail, is trapped behind individual conversation views. To extract patterns, a reviewer has to manually open and copy notes from each conversation, which isn't realistic at scale.What I'd expect instead:Reviewer notes should be included in the Dataset Export (scorecard_evaluation or scorecard_attribute_evaluation datasets) as an additional column, and ideally also surfaced via the Reporting API so teams can build dashboards or send data to external tools.Even a basic bulk export, such as a CSV of conversation ID, attribute, score, and note, would make a meaningful difference for teams using Monitors for structured QA workflows.Impact:Without exportable notes, qualitative QA analysis at scale just isn't practical. It limits Monitors to surface-level pass/fail tracking, rather than the richer insight tool they're designed to be.

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    Grace Ndabananiye
    Forum|Forum|4 months ago
    Grace Ndabananiye
    Grace NdabananiyeNew Participant

    Retroactive Attribute Application for Updated Scorecards in MonitorsSubmitted

    Summary:When a scorecard's attributes are updated, unreviewed conversations already captured by a Monitor should reflect the new attributes, either as incomplete/pending fields, or via a manual "re-apply scorecard" option.The problem:Scorecards evolve. When you refine attributes to better capture quality signals, only future conversations benefit from those changes. Existing conversations in the Monitor, especially unreviewed ones, are locked to the old scorecard structure, making it impossible to apply your improved rubric retroactively without manual workarounds.This is particularly frustrating when a Monitor has been running for weeks and you haven't yet reviewed the backlog. Updating the scorecard mid-cycle effectively creates two incompatible datasets within the same Monitor.What I'd expect instead:At minimum, unreviewed conversations in a Monitor should have the new or updated attributes added as empty/pending fields when a scorecard is changed, preserving any existing scores while surfacing the new ones for review. Reviewed conversations could reasonably remain unchanged.Ideally, there would also be a "Re-apply scorecard to unreviewed conversations" option, a reset or refresh button scoped to conversations that haven't been manually evaluated yet.Impact:Without this, teams have to either (a) accept inconsistent data across a Monitor's history, or (b) or manually re-process old conversations. All of these options undermine the value of Monitors as a continuous QA tool.

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    Grace Ndabananiye
    Forum|Forum|4 months ago
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    Sophie PowellNew Participant

    Wait function for Phone WorkflowsSubmitted

    To be able to add a wait option to a Telephone IVR Workflow. For example Wait or hold 2 minutes before the IVR Message plays and caller has to pick option. This will allow the phone to be answered and then gives a message if not. 

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    Forum|Forum|4 months ago
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    Sophie PowellNew Participant

    Topics related to specific InboxesSubmitted

    It would be great if different topics were able to be displayed for different inboxes. This is useful for different teams within one business. Instead of scrolling through irrelevant topics, only the topics for that inbox are shown. 

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    Forum|Forum|4 months ago
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    Alexey RotarNew Participant

    Archived users APISubmitted

    Hello, dear community. When it is expected to have API calls for archived users? I have a few users (50k) that needs to be deleted. The bad thing is that at current moment the only one way to get their ‘Intercom ID’ is - manually.

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    Forum|Forum|4 months ago
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    Darjus SaksonConnector

    Tickets portal ticket info in web page not chatSubmitted

    Hello,Some feedback for improvement from us and our customer: to have the ability for users to read messages and see what is going on in the tickets not only in chat but also on the same web page. Bigger windows make it easier to read Add other companies into the same view as some companies owning other companies and want to see tickets also

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    Forum|Forum|4 months ago
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    Jacob Welander JensenNew Participant

    Reason why snoozingSubmitted

    Hi IntercomIt would be nice, if we could add a reason to why tickets or conversation get snoozed.Adding a field that is mandatory to fill out, explaining why it is snoozed 

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    Forum|Forum|4 months ago
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    eesel AI TeamNew Participant

    Option to enable first and last name for messengerSubmitted

    Hi, currently we have a user that’s assigned as an “agent” bot through a third-party integration. However, issue is we want it to show up as “AI Agent” but instead it just shows up as “AI”. Is there a way to enable showing the full name in the intercom messenger channel (some sort of option)? If not, is your team open to implementing this?

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    Forum|Forum|4 months ago
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    Jakub SikoraNew Participant

    Adding User data and Conversation atributes to the Export conversation as txt or pdfSubmitted

    I would like to have User data and Conversation atributes in “ expot conversation as...” 

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    Forum|Forum|4 months ago
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    Pim de GooijerNew Participant

    HID Headset Support for Answering Intercom Phone Calls (e.g., Jabra, Poly)Submitted

    At the moment, it is not possible to answer incoming Intercom Phone calls using the physical button on a HID-enabled headset (such as Jabra or Poly). Calls can only be answered by clicking Answer inside the web-based Inbox.Both Fin AI and an Intercom Support Engineer have confirmed that Intercom Phone currently requires a UI interaction to answer—headset buttons are only usable for audio, not call control.Requested FunctionalityNative support for HID (Human Interface Device) call controls, enabling agents to:Answer incoming Intercom Phone calls using the headset button (Optionally) End calls using the headset button Use these controls without needing to interact with the browser interfaceWhy This MattersMany support teams use professional contact‑center headsets with built‑in call controls HID support is a standard expectation in modern voice solutions It improves agent efficiency, reduces context switching, and allows faster response It enables a more natural workflow, especially in busy support environmentsExample Use CaseA support agent receives an incoming Intercom Phone call and can:Press the answer button on the headset Immediately speak, without clicking in the InboxThis is especially helpful when multitasking or when the Inbox is not the active window.Additional ContextHeadsets already work for audio in Intercom Phone. What's missing is the integration that links HID events (e.g., “answer call”) to Intercom’s call handling. 

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    Forum|Forum|4 months ago
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    geekarchitectNew Participant

    Export Guidelines - API or CSVSubmitted

    The hability to export all the guidelines as they are organized, will be super usefull to manage in this way to interact with AI models, check, improve, etc. 

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    Forum|Forum|4 months ago
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    Ning LimNew Participant

    Add workflow trigger: 'When ticket is unsnoozed due to reply/comment' with ticket status update actionSubmitted

    Problem Statement:Currently, there's no native workflow trigger to automatically update ticket status when a snoozed conversation receives a reply and becomes unsnoozed. This creates a gap in automated dev handoff workflows where tickets need to transition from "Waiting on Dev" or "Waiting on Customer" back to "In Progress" when someone responds.Use Case:Our team manages a standard dev handoff flow:CS creates ticket → status = "Submitted" CS changes to "Escalated to Backend" → triggers Slack notification to devs Status auto-moves to "Waiting on Dev" and ticket snoozes for 4 hours Missing automation: When dev replies (auto-unsnoozing the ticket), we need status to automatically update to "In Progress" so CS knows the ball is back in our court Same workflow needed for "Waiting on Customer" → "In Progress" when customer repliesCurrent Limitations:No "ticket unsnoozed" trigger exists in workflows Cannot bridge conversation events (replies/unsnoozing) to ticket status updates Requires manual status changes, breaking automation flowRequested Feature:Add a workflow trigger "When ticket is unsnoozed due to reply" with the ability to automatically update ticket status. This would enable seamless automated handoffs between CS and development teams without manual intervention.Business Impact:This automation would eliminate manual status tracking and ensure clear visibility of ticket ownership during dev handoffs, improving team efficiency and reducing missed handoffs.

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    Forum|Forum|4 months ago
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    IntercomCustomerActive User

    Intercom mobile appSubmitted

    The intercom mobile app is falling desperately behind with features. I have personally found so many different bugs and it just continues to hang out. The world (still) is in remote work and a lot of times agents need to view and work with conversations, event data and tickets from mobile. I would like to suggest bringing the latest intercom features to the mobile app 

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    Forum|Forum|4 months ago
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    Joana KnobbeNew Participant

    Monitor filters access conversation data and metadata, such as Recent visited websitesSubmitted

    On the monitors feature, it would be nice to filter conversations based on the user's recent page views registered on conversation details, based on the workflow, or other data available on the APIs integrations.

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    Forum|Forum|4 months ago
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    Ayaka KuriharaNew Participant

    Please allow the minimum value to be set to 0 for “Create new conversations when customers reply to closed conversations.”Submitted

    When we contacted Intercom support, we were informed that due to the current specification, the minimum value for “Create new conversations when customers reply to closed conversations” (Settings → Channels → Email → Email Settings) is 1.This means that unless at least one day has passed since the conversation was closed, a customer’s email reply will not be created as a new conversation.However, in our support operations and the level of service quality we aim to provide, our top priority is to immediately review and send an initial response to any customer inquiry.With the current requirement of at least one day, unnecessary lead time is introduced, which negatively impacts both usability and customer satisfaction.At the very least, we believe it should be possible to configure this setting in smaller units of time, such as 1 hour or half a day. Considering that we are paying a significant subscription fee, we would appreciate it if features were designed and implemented with a wider range of use cases in mind.We kindly ask that you prioritize considering this improvement.

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    Forum|Forum|4 months ago
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    NoamKevinNew Participant

    Guidance Indications for "Last Modified on [Date]"Submitted

    Since there are multiple managers working on one FIN environment, or a manager together with an agent or two - we see the need to have a “Last Updated on” or “Last Modified on” indication for Guidance(s)! Having an option to sort by most recently updated to oldest would then also be a need

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    Forum|Forum|4 months ago
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    Car Park Customer ServicesNew Participant

    Adding a sign off for every reply made by staff membersSubmitted

    It would be extremely helpful if you could add a sentence to every chat reply we send to our customers - the sign off for example Kind regards Customer Service Team It would be useful to have this automatically come up on the reply bar so we don’t have to personally type this or look for the macro we have created for it. Thank you 

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    Forum|Forum|4 months ago
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    Kaylee MacKoolNew Participant

    Support for Tamil language in Help CenterSubmitted

    Please add support for publishing articles in Tamil in the help center. This is critical for better supporting the full scope of users in South Asia/India.

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    Forum|Forum|4 months ago
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    Emily J12New Participant

    Report on conversation data within user's first 48 hours of signupSubmitted

    I want to be able to report on what users are writing in about during their first 48 hours using the tool. The idea is knowing what people have questions about in those initial days could improve our onboarding and the information we share proactively. Right now I’m not able to filter by conversations the user had within 2 days of them signing up. I can only filter based off of today’s date. But I want to be able to look at trends over 6-12 months of conversations, but only the ones that happened within that timeframe where the user writing in was within their first 48 hours of signing up. 

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    Forum|Forum|4 months ago
    Marsel Verheijde
    Marsel VerheijdeNew Participant

    Merging telephone tickets with tickets from email or messengerSubmitted

    At the moment, it is not possible to merge tickets that originated via email or messenger with tickets created from a phone call.In practice, many of our customers follow up on the same issue across multiple channels. Not being able to consolidate this information into a single ticket makes handling these cases unnecessarily cumbersome and error-prone.We consider this a significant limitation and would strongly appreciate support for merging these tickets across channels.

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    Marsel Verheijde
    Forum|Forum|4 months ago
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    Melissa GoodNew Participant

    Indiscriminate MergingSubmitted

    We use the merging feature HOWEVER we need the ability to be able to merge any ticket. Not just the ones intercom offers to us. Previously, with our other product we were able to pick the ticket number we wanted to merge, it would show us, as intercom has now, and then we would be able to merge it. Intercom. Doesnt seem to recognize two tickets we have that need merging and it doesn't offer.  Example: our customer sends us a direct email & we get that same emal from one of our subs. We would merge those. We get a phone call and we already have a ticket regarding this exact call we would want to merge that call with its pre existing ticket. 

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    Marsel Verheijde
    Forum|Forum|4 months ago
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    LW-TechNew Participant

    Ticket Attributes are visibly limited to 10 on Inbox viewSubmitted

    If you have more than 10 attributes on a ticket, they are visibly restricted to 10 in the Inbox view. However, if you open the ticket in its own view, you will see all maintained attributes. This seems like very poor UI to me. 

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    Forum|Forum|4 months ago

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