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🎅 How to prepare your Fin AI Agent for Christmas 🎅

17 days ago

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2 years ago

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George LewisNew Participant

Auto suggest reply using finSubmitted

It would be awesome if when you go to reply Fin has already had a go and then you can either accept it and tweak/send or start typing to override.

5 months ago

SaikaNew Participant

Holiday & Closure: Support for "Nth Weekday" Recurrence and Special Notice SyncSubmitted

We have two feature requests related to the Holiday & Closure settings: "Nth Weekday" recurrence rule: We would like the ability to set recurring holidays using an "Nth weekday of the month/year" format (e.g., "the third Monday of January"). This would make it easier to configure holidays that don't fall on a fixed date each year. Special Notice sync with Holiday & Closure dates: We would like the option to automatically toggle a Special Notice on and off based on the dates configured in Holiday & Closure. This would eliminate the need to manually manage Special Notices separately, reducing the risk of forgetting to update them.

5 months ago

access_brittanyNew Participant

Feature Request: Schedule article publishing (new articles AND edits)Released

Feature Request: Schedule article publishing (new articles AND edits)Right now, Intercom doesn't let us schedule articles to publish at a specific time - everything has to be published manually. This is a problem for both new articles and edits to existing ones, especially when we need content to go live in sync with product releases or timed changes.Current limitation: Articles can only be saved as drafts and published manually. No way to schedule them to auto-publish at a future date/time.What we need:Ability to set a future publication date/time when creating OR editing an article Article stays in "scheduled" or "draft" status until that time Auto-publishes at the scheduled time - no manual intervention Bonus: notification when it goes live (email or in-app)Why this matters for edits specifically: We often need to update existing articles right before a release (new features, changed workflows, updated pricing, etc.). Preparing those edits in advance but having to manually publish them at the exact right moment is risky and creates bottlenecks, especially across time zones.Overall benefits:Eliminates manual publishing risk and timing issues Lets us prepare everything in advance and know it'll go live when needed Makes release coordination way less stressful Supports better planning for larger teams or international rollouts

5 months ago

Marietta SüdkampNew Participant

Feature Request: Email & Microsoft Teams Notifications for Series Checklist CompletionSubmitted

Current BehaviorCurrently, the only way to notify team members when a checklist is completed in a Series is via Slack. There is no equivalent option for:- Email notifications to team members- Microsoft Teams notificationsEmail notifications in Intercom are limited to receiving a message or being mentioned in a note — neither of which covers the "checklist step completed" trigger. Desired BehaviorWe would like Intercom to support the following notification triggers when a Series checklist step is completed:1. Email notification — Send an automated email to one or more team members or a team inbox when a specific checklist is marked as complete or2. Microsoft Teams notification — Send a message to a defined Microsoft Teams channel when a checklist step is completed, similar to how Slack is currently supported under "More channels". Use Case Many teams — including ours — rely on Microsoft Teams as their primary communication platform and email for async notifications. Limiting step-completion alerts to Slack excludes a large portion of Intercom customers who don't use Slack internally. This feature would allow you to:- Keep non-Slack teams informed about customer onboarding progress in real time- Trigger internal follow-up actions when a customer completes a key onboarding step- Improve cross-team visibility without requiring manual checks in Intercom Proposed Implementation Ideas- Add "Email" and "Microsoft Teams" as additional channel options alongside Slack in the Series step "More channels" settings- Allow customizable notification content (e.g., which step was completed, customer name, timestamp)- Option to notify a specific person, team, or channel

5 months ago

Tomas NosekNew Participant

Ability to watch conversationsSubmitted

Despite not being assigned to a conversation, I often want to tag what's been happening with it and what the updates are. Similarly to other software, such as Jira (watcher) or Asana (contributor), I'd imagine an option to add myself among watchers where I'd get notified to either a specific section in the inbox and/or via email, based on the notification configuration.¨Also already discussed here:

5 months ago

Taylor GoodrichNew Participant

Keyboard Shortcut for switching queuesSubmitted

I think adding a keyboard shortcut to change between Open, Snoozed, and Closed queues would be very helpful.

5 months ago

Emilia CarvellNew Participant

Reporting on Article creation and publishingSubmitted

I’d like ot see an improvement in help centre reporting in the platform - my team have writing help centre articles as a KPI and a way of reporting and tracking Draft articles created, articles published, by date and by teammate would be extremely useful here,.

5 months ago

Danielle MoermanNew Participant

Ability to edit a content showcase for the messangerSubmitted

It would be great to be able to edit a content showcase that you create for the Messenger home space. Right now, we use these to promote our training workshops, and sometimes we have to make edits once we publish the content showcase, either if a date changes or a workshop is completed. It is extremely time-consuming to have to remove the content showcase and re-add it just to edit some information.

5 months ago

Stacie KellyNew Participant

Phone ExportsSubmitted

We are a business that DBA multiple businesses. This means multiple brands and multiple phone numbers, as we have localized phone numbers for about 100 partners. It would be very useful to be able to export lists of these phone numbers directly from Intercom so that we can regularly provide updated lists to stakeholders and agents. Currently no such function exists without manual intervention (copying and pasting, ugh.)

5 months ago

Grace NdabananiyeNew Participant

Export conversations in PDF or another file typeReleased

It has been mentioned by a number of my colleagues that it would be much handier and useful to be able to export conversations in another file format than the txt file. As well as, potentially, making the file easier to read and to use as reference, but also, the txt file doesn’t included an screenshots or images etc., which can include useful context.

5 months ago

Juan RodriguezNew Participant

Automatic assignmentSubmitted

It would be great if we could set up a rule that automatically distributes the tickets within office hours every X amount of time.For example, when a customer reaches outside office hours, their tickets go to the correct inbox, and someone must manually assign them to the team members during office hours, depending on availability.Having this option would remove the manual labor of assigning tickets, and it can follow the same rule that is used to assign tickets if someone is available during office hours.

5 months ago

Nicholas GrahlNew Participant

Include all CSATs in reporting even if User never sent a replySubmitted

Sometimes we receive CSAT responses from users/leads that include highly positive, detailed feedback praising the support they received. We want to ensure this recognition is visible to both management and the teammate involved.However, these responses are currently excluded from reporting if the customer hasn’t sent a follow-up reply—even when the CSAT includes a long, meaningful comment.It would be valuable to include these types of CSAT responses in reporting regardless of whether there was an additional reply, so teams can better capture and showcase positive customer feedback.

5 months ago

Aiden TaylorNew Participant

Improve Bulk Conversation Actions in InboxSubmitted

The current bulk actions are limited. We’d like the ability to bulk apply custom conversation attributes, and bulk merging. There are also a lot of great ideas here:

5 months ago

RaziNew Participant

Views: Ability to duplicate columns and their orderSubmitted

It would be great to be able to duplicate views along with the selected columns and their order.Use case: team leads have several agents in their team, we pin/save views for each agent to view and track the ticket progress. There are specific columns needed in such views, same set of columns for all agents. and right now it takes a lot of time to recreate the views by adding the ones we need and hiding the unnecessary ones, then changing their order.

5 months ago

Timo OppermannNew Participant

Ability to create personalised reporting metrics + calculated metricsSubmitted

The reporting feature in Intercom is still quite limited and does not allow you to achieve certain data views that would be very valuable. I compare this to my experience with Looker, where I was able to create calculated fields with personalised functions to then calculate percentages, ratios, etc.An example function would be a simple calculation where you could set the numerator & denominator to metrics of your choice. So you could easily calculate percentages. F.e.Function for percentage calculation = (Numerator / denominator) * 100 Numerator = Count of new conversations where fin was involvedDenominator = Count of new conversationsResult = percentage of conversations where Fin was involvedNow this is a very simple example, but the possibilities would be endless, and clients would not be limited to preset data fields provided by Intercom. Ideas I already had was to be able to calculate the split of escalations, Percentage value change, etc.❗️One additional big ask would be to offer a simple selection in the chart options to (on top of the data labels), be able to apply a trend line feature. Currently, this all has to happen externally from Intercom via CSV export.❗️❗️ Final ask, the ability to live sync selected chart data into sheets. Currently, if you want to export your data into sheets, you can capture a snapshot in time. But ideally, we could simply live sync to sheets and then work on reporting out of the spreadsheet, where they offer far more malleable data processing functions.

5 months ago

Timo OppermannNew Participant

Additional Monitor FiltersSubmitted

I love the monitor function for ticket QA, however, it is currently very focused on leveraging AI for ticket selection. While I appreciate that feature for investigative QA, when it comes to release QA, it would be nice to have the ability to have increasing filter options, so you can model ticket selection to your reports.f.e. I would like to filter monitor ticket selection to pick up tickets with specific Fin AI attributes.

5 months ago

Anna AllenNew Participant

Option to add multiple content sections to help center home pageSubmitted

My organization uses the Content section (Settings → Help Center → Configure & Style → Styling → Layout and sections) to highlight information in our help center site. It’s great to have that feature, but the fact that you can only have one content section is limiting to my org. It would be really helpful to be able to have a few content sections that you could arrange on the home page to highlight different things.

5 months ago

Ismael Martinez MoralesNew Participant

Auto translations after ticket conversionSubmitted

Why It Matters:Customer Experience: When customers receive replies in their native language, it significantly improves satisfaction, trust, and perceived support quality. Not replying in the customer’s language can lead to frustration, misunderstandings, and reduced resolution rates. Agent Efficiency: Manual translation of converted chats is time-consuming and error-prone. Agents spend extra effort translating messages, which slows response times and reduces the number of tickets they can handle. Scalability: As your business grows globally, manual translation doesn’t scale. Auto-translation enables seamless multilingual support without hiring additional translators or expanding language-specific teams.Risks to Consider:Accuracy & Nuance: Machine translation may not always capture context, tone, or industry-specific terminology, potentially leading to miscommunication. Data Privacy: Translating customer data through third-party services may raise compliance concerns (e.g., GDPR, data residency). Customer Expectations: If translation quality is inconsistent, customers may become frustrated when messages are unclear or inaccurate. Implementation Complexity: Integrating translation into ticket workflows requires changes to existing systems and may impact performance or user experience.Impact of Not Translating:For Customers: Receiving messages in a language they don’t understand can lead to confusion, repeated follow-ups, and a perception of poor support. For Agents: Manually translating adds cognitive load, increases response times, and may lead to burnout or errors. For the Business: Poor multilingual support can result in lower CSAT scores, higher churn, and missed opportunities in non-English-speaking markets.Request: to have the auto translations applying to converted conversations.

5 months ago

AerielleNew Participant

Mask/Blur sensitive information for screen sharingSubmitted

For privacy and security reasons, we currently ask users to stop sharing their screen whenever they enter card details. However, this also prevents us from seeing the exact steps they’re taking when payment errors occur, which makes troubleshooting more difficult.Having a secure way to blur sensitive card details while screen sharing will allow us to view exactly what is being done, and we'll be able to easily point out what steps are missed.

5 months ago

Ronja KlemmNew Participant

Artikel-ID-Suche im Knowledge Hub hinzufügeSubmitted

Bitte ergänzt die Möglichkeit, Knowledge Hub-Inhalte anhand der Artikel-ID zu durchsuchen. Aktuell funktioniert die Suche nur mit Stichwörtern (Titel oder Text) und Filtern, was langsam ist, wenn man die ID bereits hat und direkt zum exakten Artikel springen möchte. Eine einfache Suche nach der ID würde die tägliche Content-Verwaltung deutlich schneller und effizienter machen.

5 months ago

Reynir Óli SmárasonNew Participant

Feature Request: Add date range controls for Fin content recommendationsSubmitted

Currently, Fin's content recommendation feature analyzes conversations of any age when suggesting article edits, including conversations that are a year or more old. For fast-moving products where features and functionality change frequently, this leads to outdated and incorrect recommendations.Request:Add a setting to limit the age of conversations that Fin reviews when generating content recommendations. Ideally, this would allow us to restrict recommendations to conversations from the past 6 months (or a custom timeframe).Why this matters:Recommendations based on year-old conversations suggest edits that no longer reflect current product functionality This creates extra work reviewing and dismissing irrelevant suggestions For products with frequent updates, only recent conversations provide actionable insightsExample:I recently received a recommendation to edit a help article based entirely on conversations from approximately one year ago. The suggested changes were completely incorrect because our product has evolved significantly since then.

5 months ago

Tomas RawskiNew Participant

Add a second or multiple Ticket links in the MessengerSubmitted

I can add multiple external links but only one Ticket links inside the Messenger Box.I would like to have the ability to show different tickets depending of the URL.Also cannot create an app that call the ticket form

5 months ago

Ronja KlemmNew Participant

Suche nach Artikel-ID im Knowledge Hub hinzufügenSubmitted

Bitte ergänzt die Möglichkeit, Knowledge Hub-Inhalte über die Artikel-ID zu durchsuchen. Aktuell funktioniert die Suche nur über Stichwörter (Titel oder Text) und Filter, was langsam ist, wenn man die ID bereits hat und direkt zum exakten Artikel springen möchte. Eine einfache Suche nach der ID würde die tägliche Content-Verwaltung deutlich schneller und effizienter machen.

5 months ago

Plannit ITNew Participant

Option to prevent automatic status change from "Waiting on customer"Submitted

Currently, when a ticket is in Waiting on customer, any reply from the customer automatically changes the ticket state back to In progress. In many cases the reply doesn’t actually unblock the ticket. For example, a customer might say “Perfect, I’ll send the file tomorrow” or “I’ll book the meeting later today.” Even though the required information hasn’t been provided yet, the ticket still moves to In progress automatically. It would be very helpful to have an option to disable this automatic state change, so the ticket can remain in Waiting on customer until a teammate updates it manually. This would make ticket workflows clearer and prevent tickets from returning to active queues before the needed information is actually received. We use Intercom in our app to onboard customers and guide them through a process with our team, and ticket statuses are an important way for both sides to understand where we are in that process.

5 months ago

Camille LocquetNew Participant

Allow image zoom in conversationsReleased

When customers send screenshots in Intercom conversations, images can be opened but cannot be zoomed in.This is a major limitation for support teams, especially for: Technical troubleshooting (settings, step-by-step flows, small text) Customers using smaller screens Accessibility (older users or users with visual impairments) In many cases, screenshots contain critical details that are simply unreadable without zoom, which slows down resolution, increases back-and-forth, and creates frustration on both sides.Being able to zoom in/out on images and or being able to put the image in landscape format directly in the conversation would: Improve customer experience Speed up issue resolution Reduce unnecessary follow-up messages Significantly improve accessibility This feels like a basic but essential feature for any support-heavy Intercom setup.Would love to see this added 🙏

5 months ago

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