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    Anna AdamsNew Participant

    Auto-Open messenger on Intercom Support pageSubmitted

    The ability to have a toggle in the Help Center settings to have the messenger default to open on the Support page. Java script like Intercom('showSpace', 'home') exists for other pages, but we cannot add it to the Intercom Support page.

    0
    5 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Default state in Tickets portalSubmitted

    At this time, all tickets are be shown in the tickets portal, by default all tickets states are selected.We would like to be able to configure that resolved tickets are not visible by default.The customers would still need to be allowed to select the Resolved state so that they can view those tickets, but by default the Resolved state should be unchecked.

    0
    Pamela Van Gasse
    5 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Columns in the tickets portalSubmitted

    At this time the columns that are visible in the tickets portal cannot be configured.It would be nice to be able to decide for ourselves which columns are usefull for our customers and which are not.

    0
    Pamela Van Gasse
    5 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Filter out merged tickets in tickets portalSubmitted

    At this time merged tickets are visible in the tickets portal, but they cannot be filtered out.It would be nice for our customers to be able to filter out the merged tickets.

    0
    Pamela Van Gasse
    5 months ago
    User489New Participant

    Add option to pause notifications when marking myself as awaySubmitted

    When I mark myself as away, I like that I can reassign replies. What would be really useful is to pause notifications while I’m away. I don’t need the notifications on a day off and it’s hard work to remember my settings if I turn them off one by one.

    0
    5 months ago
    LouiseKleinConnector

    Save Drafts for Side ConversationsSubmitted

    The new UI update on inbox may have affected the behavior of side conversations.Current behavior: When composing an email in a side-conversation, closing the sidebar discards the draft entirely. Reopening the sidebar shows an empty compose field.Expected behavior/previous behavior: Drafts should be preserved when the sidebar is closed and reopened, consistent with how regular conversation drafts already behave.It's common to need the main Intercom window for research, looking up customer details, or referencing other conversations while drafting an email reply. Having to keep the sidebar open the entire time (or risk losing the draft) makes this awkward, and aligning side-conversation behavior with regular conversation behavior would remove that friction.Thanks!

    1
    Karla T
    5 months ago
    Jonathan VUKOVICHNew Participant

    Support for Custom Channels / ConnectorsSubmitted

    Hi Intercom team,I’d like to suggest a feature request : the ability to create custom channels / custom connectors that fully support two-way messaging, not just outbound notifications.The core idea is to give teams more flexibility in how messages are sent and received while still relying on Intercom as the single unified interface for all conversations. A custom connector with full bi-directional capabilities would unlock several use cases, such as: Enabling SMS messaging in regions where Intercom SMS isn’t available (e.g., France). Syncing conversations with CRMs or project-management tools that include their own messaging system, ensuring users can message from those platforms while our teams continue to reply directly in Intercom. Building tailored workflows for industry-specific channels without needing to leave the Intercom UI. This functionality would significantly increase interoperability and reduce operational fragmentation for teams managing conversations across diverse systems.Thanks for considering this request!

    1
    5 months ago
    Jeffrey AvxhiNew Participant

    Use keywords in inbox queue not the main inbox queueSubmitted

    When using the main inbox search you are able to use keywords to filter data. When not in the main inbox search keywords are not supported (See screenshot) In this small search box you are unable to use the same keywords and only supports text only. On top of that the filters under Last activity does not include Assignee which the only work around to filter by who the case owner is to filter the entire view for one user which creates endless amounts of users based views which is not ideal to set up. 

    0
    5 months ago
    Erika KronwaldNew Participant

    Within Workflows, getting to use both AND along with ORSimilar functionality

    When creating workflows, it would be helpful to have the option to use both AND & OR. When trying to filter by something like Categories for tickets, I might want categorys is: Feature Requests OR bugs, but there is other logic that needs to be applied, such as AND ticket type:customer AND state:resolved. If I did Category: Feature Request AND Category: Bugs, this would break the logic and nothing would apply to the workflow. This flexibility would be a huge help! 

    2
    Paul D
    5 months ago
    Alyse KrevhNew Participant

    Creating Tags UpdateSubmitted

    Currently when I go to add a tag, if I misspell or click enter too soon it creates a new one automatically. It happens often enough that it’s wasting my time going through the steps to delete the tag. There has to be a more efficient way or some type of blocking or “are you sure you want to create a new tag”. Something...please.

    0
    5 months ago
    Shawna ScottNew Participant

    Feature Request: Make list attribute values easier to set via APISubmitted

    ProblemSetting list-type custom attributes on tickets via the API is painful enough that our engineering team now recommends against using list attributes — even when they'd be the better UX for our agents.  Specifically, the issues that lead us to this recommendation are:1. Read/write asymmetry. Intercom returns the display label on read, but rejects that same label on write and requires an internal UUID. Round-tripping a value we just received does not work.2. UUIDs aren't exposed in the UI. The only way to obtain them is to make a specific API query — there's no admin screen or export.3. UUIDs differ between sandbox and production. Every list option must be re-discovered and re-mapped per environment; no config promotion path exists.4. Downstream cost. We now maintain one ENV var per list option per environment, just to translate stable concepts onto volatile UUIDs. The maintenance burden is steering us away from the feature entirely.Suggested fixes (any one would help; together they'd align with API conventions):1. Accept the display label on write, rejecting with a clear error on ambiguity.2. Support customer-defined stable keys per option (e.g. Stripe's lookup_key, Salesforce API names) so the same identifier works across workspaces.3. Expose UUIDs in the attribute admin UI, copyable.Bottom line: we want to use list attributes — they're better for our agents than free text — but today's API ergonomics outweigh that benefit. Closing this gap would let us adopt them broadly.

    1
    5 months ago
    Adilia ValeevaNew Participant

    Allow Reordering of Default Conditional Attributes in the UISubmitted

    Enable users to reorder default conditional attributes within the conversation attributes panel (e.g., Issue Type, Product Attribute). This would allow teams to prioritize and organize fields based on their workflow, making the interface more intuitive and efficient when handling conversations.

    0
    5 months ago
    Noel CollingsNew Participant

    Additional settings for phone ringerSubmitted

    Most of the teams in our company are fully remote and don’t want to be sat their desk wearing a headset all day in case a phone call comes in.It would be great if there were options to set which output device is used for the ringer vs the call itself - for example setting the incoming call alert to come through the PC speaker and the call itself to come through the headset.

    4
    5 months ago
    Noel CollingsNew Participant

    Make Secondary Inboxes actually work for phone callsSubmitted

    My team supports multiple products and so has multiple “inboxes” for incoming phone calls. While the primary and Secondary inboxes seem to work for conversations (they are assigned to primary people first and secondaries as a fallback) this logic does not work for phones.  The result is that some people get phones calls for products they do not support (but need to be on the inbox just in case cover is required). Ideally if someone is listed in a Phone Inbox as a “Secondary” they should only be assigned a call if NO primary teammates for that box are available

    0
    5 months ago
    Corrie Hermans-WebsterConnector

    Merge usersSimilar functionality

    There should be an easy way to merge users, leads, companies, etc. Sometimes duplicates happen and I should be able to easily merge them (think Hubspot or Apple contacts). This is a common feature in other apps. I know there is a workaround, but I shouldn’t have to put in all of that work to fix an error. 

    13
    Marsel Verheijde
    5 months ago
    Noel CollingsNew Participant

    Add dialler option for outbound calls from conversations or ticketsSubmitted

    If you are working on a ticket or conversation the outbound call options are limited to the user only.As an IT team we often need to talk to other people at the users end or speak to their IT team.Being able to dial a different number and keep the call within the existing conversation would make audit logs and the process itself much smoother and save a lot of time.

    0
    5 months ago
    Noel CollingsNew Participant

    Configurable Notifications for chat and phone callsSubmitted

    We have recently moved to Intercom and are using it for incoming Chats, Tickets and phone calls.It would be a massive help if a user had granular control of their notifications - for example being able to set different sounds and volumes for new items being assigned, replies to existing items or incoming phone calls. As it stands there is a single sounds for all notifications, and the incoming call “ringer” appears to be hard-coded as I can’t find ay settings for it.

    0
    5 months ago
    Madeline G.New Participant

    Specific SLA Type Indicators in Conversation ListsSubmitted

     Goal: Display the specific type of SLA (First Response, Next Response, or Close Time) directly in the team inbox and custom views. The Problem: Currently, the conversation list only displays the time value and color (e.g., "5m" in a red oval). While this indicates when a breach occurs, it doesn't show which SLA is breaching. Agents cannot distinguish between a Next Response breach (high urgency) and a Time to Close breach (lower immediate urgency). This makes it impossible for agents to effectively prioritize their workflow at a glance without clicking into every ticket.Proposed Solution: Add a visual identifier or label (e.g., "FRT" for First Response, "NRT" for Next Response, etc.) next to the SLA timer in the conversation list. Allow the conversation list to be sorted or filtered by those specific SLA types so agents can tackle specific types of breaches first. Business Impact: Enables smarter triage, ensures faster customer responses, and prevents agents from wasting time on low-priority breaches while critical response windows are missed.

    0
    5 months ago
    Madeline G.New Participant

    Enable Priority Routing & Secondary Inboxes for Round RobinSubmitted

    The ProblemCurrently, advanced routing features (specifically Priority Routing and Secondary Inboxes) are exclusive to the Balanced assignment method.While the Balanced method aims for equal workloads, it creates a "Efficiency Tax" for our team: Performance Penalty: High-performing agents who close tickets quickly are immediately served new ones, while slower agents "protect" themselves from new volume by holding onto open tickets. Lack of Flexibility: To access the critical logic of Priority Routing, we are forced to adopt a distribution model that we find suboptimal for team morale and throughput.   Solution A: Decouple Advanced Logic from Assignment MethodsDecouple Priority Routing and Secondary Inboxes from Balanced and enable them as global features that can be toggled on, regardless of the distribution model. This would allow us to keep the objective fairness of Round Robin while still ensuring VIP tickets are surfaced first and overflow is managed via Secondary Inboxes.Solution B: Introduce a New "Advanced Round Robin" MethodIf the Balanced architecture is too distinct for decoupling, we propose a new assignment method: Advanced Round Robin (or "Round Robin+"). This method would function exactly like the current Round Robin (circular distribution) but would include the "perks" currently exclusive to Balanced: Priority-First Distribution: The Round Robin "wheel" spins only for the highest priority tickets first. Secondary Inbox Support: The ability to route to a backup inbox if no agents in the primary Round Robin pool are available.   Use Case & Business Impact Fairness: Round Robin ensures an objective distribution of leads/tickets regardless of an agent's current backlog speed. Criticality: We need Priority Routing to ensure our VIP customers are seen first, regardless of the distribution method. Workflow Efficiency: Secondary Inboxes are vital for our tiered support structure. Being unable to use them with Round Robin forces us to choose between "fair distribution" and "organized workflows."   Summary of Requested Changes UI Update: In the Team Inbox settings, allow the "Priority Routing" toggle to remain active when Round Robin is selected. Logic Update: Allow "Secondary Inbox" selection to be compatible with the circular assignment logic of Round Robin.

    0
    5 months ago
    EduardoNew Participant

    Feature Request – Color-Coded Tags for Improved QA & Operational EfficiencySubmitted

    Hi Intercom Team,My name is Angel Sanguino, and I’m reaching out on behalf of the QA Specialists team at Stake Colombia.We would like to propose a feature enhancement regarding the tagging system within Intercom. Currently, tags are limited to names, descriptions, and emojis, which, while helpful, do not fully support efficient visual categorization in high-volume environments.Use CaseIn our daily operations, we handle a large number of conversations that require precise categorization for QA audits, reporting, and performance tracking. For example:COL - Verification COL - Dormant account reactivationIf tags could be assigned fixed or customizable colors (e.g., green for Verification, orange for Dormant accounts), it would significantly improve the way our team processes and reviews tickets.Proposed EnhancementWe suggest introducing:Custom color assignment per tag Consistent color visibility across Conversations and Contacts Optional color legend or grouping for better organizationExpected ImpactImplementing color-coded tags would provide:Faster visual identification of ticket categories Improved accuracy in manual tagging Reduced cognitive load for agents and QA reviewers More efficient auditing and reporting processes Better scalability for high-volume support operationsWhile emojis offer some level of differentiation, they do not provide the same clarity and immediacy as color-based categorization, especially when managing large datasets. I attach an image. ClosingWe believe this enhancement would bring strong value not only to our team but to any organization relying on structured tagging systems for quality assurance and operational efficiency.Thank you for considering this request. We would be happy to provide further context or participate in feedback sessions if needed.Best regards,Angel SanguinoQA SpecialistStake Colombia

    0
    5 months ago
    Ashley MNew Participant

    Fix teammate presence, it’s causing duplicate workSubmitted

    Show teammate presence while a teammate has the conversation open (even if not actively typing), until they close the tab or move on.Teammate presence in conversations needs to persist while someone has the ticket open, not just while they’re actively typing.Right now, presence disappears too quickly or inconsistently, which leads to multiple teammates working on the same conversation without realizing it.This has happened repeatedly: I’m actively working in a ticket, step away briefly (5–10 minutes), come back, and someone else is already in the same conversation. In multiple cases, they didn’t see my presence at all, even though I never left the conversation. At the same time, I could see their indicator, so it’s also inconsistent.This is not just a minor UX issue, it directly wastes time and creates duplicate work.Impact:Teammates unknowingly duplicate effort Drafts and in-progress replies get overridden or conflicted Requires Slack or external coordination to avoid stepping on each other Creates unnecessary friction between teammatesExpected behavior:Presence should persist as long as a teammate has the conversation open There should be a clear indication when someone is “in” a conversation, even if idle Draft presence should be reliably visible across all teammates - super important! This is a core workflow issue for teams and should be treated as a priority improvement. Thank you! 

    0
    5 months ago
    Sophia CenNew Participant

    Implement filter functionality to filter out closed tickets for the customer (end user)Submitted

    When the end user is viewing their conversation and ticket history, they should be able to easily filter out closed / resolved tickets so that they are only viewing open issues.

    0
    5 months ago
    EnvoyKevinNew Participant

    Disable self assignmentSubmitted

    It would be nice if you could disable self assignment. This way that you’re able to ensure that the round robin function takes place. Right now we have to monitor the queue in order to prevent cherry picking during peak hours. 

    4
    5 months ago
    Jasmine AdgersonNew Participant

    Add a "snooze duration" label in the Snoozed inbox view, so I can see how long each conversation is snoozed for without waiting for it to reopenSubmitted

    This would be especially helpful when snoozing conversations far in advance for  specific type of follow-ups on a certain date. Being able to see the snooze duration or reopen date directly in the Snoozed view would make it easier to keep those conversations grouped and plan ahead.Right now, since that information isn’t visible, I have to track the date separately outside of the product. Having this visible would make scheduling and managing future outreach much more efficient.

    0
    5 months ago
    ben naughtonNew Participant

    please make tickets portal customisable!Submitted

    currently a bit of a nightmare for our customers - would be great to have more control over the way it works!

    0
    5 months ago
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