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    3157 Ideas

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    Marie M.New Participant

    add transparent keywords to the articlesSubmitted

    It would be great if we could add “transparent keywords” to the articles.For example, today if a customer types a keyword into the help center search bar, a list of articles containing that keyword is suggested. The idea would be to configure the article so that it appears in the search results even if the keyword isn’t necessarily written in the article (a transparent keyword that we can manage/add on the admin side.).

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    Sonal Raval
    Forum|Forum|5 months ago
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    LaMintActive User

    Improve Article search in HC to allow for typos and alternative spellingsSubmitted

    I need to improve search success for my customers who include typos or different spellings of words in their search.In previous tools such as Zendesk it was possible to include hidden keywords (typos, alternate spellings, colloquial terms) that then improve the search results. So if a customer types wifi instead of WI-Fi they still find all of our related content.  I have asked about this in the community several times with no success, so I am now suggesting an improvement to your search algorithm.  

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    Sonal Raval
    Forum|Forum|5 months ago
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    Søren SvenningsenNew Participant

    Feature Request: Customizable Incoming Call Pop-UpSubmitted

    ProblemWhen handling calls across multiple brands, agents cannot easily see which brand/number the customer is calling. This can lead to mistakes such as greeting the caller with the wrong brand name, creating confusion or a rough start to the conversation.Proposed Solution Allow editing of the incoming call pop-up, or At minimum, display the name of the phone number/brand instead of just the raw number. Optional enhancement: include a brand logo alongside the number name for clearer multi-brand handling. BenefitThis would reduce mistakes in customer greetings, improve clarity for agents, and support smoother conversations—especially in multi-brand environments.Quick sketch of the idea: 

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    Forum|Forum|5 months ago
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    Jordan ZiebellNew Participant

    Refreshing report dataSubmitted

    Request for the ability for reports to refresh with updated user/company data rather than using snapshots from conversation creation time.If I add users to a company today, I can’t filter for previous months/years data as the users weren’t in the company at the time which is a poor experience.

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    Forum|Forum|5 months ago
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    Support Iryna NNew Participant

    Add a Metric to Exclude Reassigned Conversations from First Response SLASubmitted

    Hello,We would like to suggest adding a reporting metric that would allow excluding conversations that were reassigned from one agent to another from SLA calculations — or introducing a new metric that measures the actual first response more accurately.Currently, we use the metric “Teammate assignment to first response.” However, there is a challenge:If Agent 1 communicates with a customer and then reassigns the conversation to Agent 2, the system calculates the first response time for both teammates. As a result, the same conversation (same ID) is effectively counted twice in SLA reporting. Additionally, the first response SLA is recalculated after reassignment, which distorts the reporting data.The metric “First response time” unfortunately does not meet our analytical needs.What we need is a metric that calculates the true first response after the initial teammate assignment — something like:“First Teammate Assignment to First Response (initial only)”This would ensure that the first response is counted only once per conversation and would prevent duplicated SLA calculations when chats are transferred between agents.A similar approach is implemented in Salesforce, where the first response is calculated as the actual first reply from an agent, regardless of further reassignments. Implementing something similar would significantly improve SLA accuracy and reporting transparency.Thank you for considering this idea!

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    Forum|Forum|5 months ago
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    Justine StewartNew Participant

    Help Center improvements - colors, sharing drafts, publication scheduling!Submitted

    Sure, this is more than one idea but… You’ve listed colors as having been implemented but they haven’t (not custom colors for call-out blocks, not font colors). Need a way to share draft articles - infuriating for getting product managers to approve updates before they’re published.Need a way to schedule publication of articles - without this, going in manually going in to publish articles on release day.These are all basic help center features - c’mon :) 

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    Forum|Forum|5 months ago
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    Kamil BorowskiConnector

    Dynamic Tagging in WorkflowsSubmitted

    Currently, we have to do If Company A has ‘Company Tag A’ , then tag Person with ‘Company Tag A’ and tag Conversation with ‘Company Tag A’ If Company B has ‘Company Tag B’ , then tag Person with ‘Company Tag B’ and tag Conversation with ‘Company Tag B’ If Company C has ‘Company Tag C’ , then tag Person with ‘Company Tag C’ and tag Conversation with ‘Company Tag C’Etc etc etc, and with over 50 clients, that requires an immense amount of work. Plus, the need to go back in every time we have a new client and it’s becoming incredibly messy. Ideally, just setting up one step in a WorkflowIf Company [X] has ‘Company Tag [X]’ , then tag Person with ‘Company Tag [X]’ and tag Conversation with ‘Company Tag [X]’

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    Forum|Forum|5 months ago
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    Jess Diaz-GomesNew Participant

    Ability to change search bar colour in Knowledge Base for better accessibilitySubmitted

    I would like the option to be able to customise the colour of the search bar to lead to better contrasting between the search bar and hero image to be more aligned with accessibility guidlines.

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    Forum|Forum|5 months ago
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    Amanda de BruynNew Participant

    AI summary/rollupSubmitted

    We’re looking for a feature for our internal team only, where an AI summary or rollup is available when a user reaches out. The rollup will be based on all previous conversations, pressing matters previously discussed, how often the user reaches out, CX scores, NPS scores, tags applied etc. The idea is to have one central place for all information on the user, so every time a team member makes contact with the user (or visa versa), we can have a glace at the summary and adjust the support accordingly. This should provide context for improving the quality of support. 

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    Forum|Forum|5 months ago
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    DblearonNew Participant

    Add performance metrics to conversation side panel for each conversationsSubmitted

    The reporting feature inside Intercom is great, and when you drill in for a specific chart/metric you can then sort by certain performance metrics. However, if I am in a conversation, reviewing the exchange between a customer and a rep; in order to calculate some of the most common metrics, which are already available in the reporting dashboard, I have to hover over each section of the conversation, note the date and time, then go to the next bubble and do the same thing, on and on for the whole conversation.This calculation has to be done because we all get the “I waited ten minutes for someone to reply!” or a leader reaches out and says “A customer told our sales rep it took 20 minutes to get a resolution.” 90% of the time, we find that isn’t even close to the reality….and we provide that response. But getting to that response is a lot of manual work:Pull up conversation (lets say messenger in this instance) Note the date and time for the first inbound message from customer Do mental math to make sure your timezones and office hours are taken into account Note the date and time for the reps first response (post bot in our case) We now have data point 1, we responded in 23 seconds, not “five minutes” Note the rest of our average response times back to the customer That could mean going one-by-one for 10+ messages or more to tabulate that on average we responded back to this customer in under 50 seconds. Note the time it took the customer to respond back to us, and calculate the average Again, 90% of the time their response back to us is 2 minutes, 5 minutes, etc. Go back to the customer and explain the realities (with the cheerful customer flair we always put on the message without basically telling them they are exaggerating their 20 minutes hold times) and back to leadership that we were actually under our goals times and this customer got awesome and quick service!It would be nice to have the ability to pull the following metrics into the right hand details panel for ever chat and email conversation. The data is already exists, just add the field as an option:Average first response time With options to define if it includes or excludes bot, office hours, etc, just like in the report builder Average total response time Time to close I understand I can get this data already by going to my reports, selecting drill down, finding the exact conversation among thousands and looking at the information (see screenshot example). Why not just have that data available right in the conversation on the right hand panel?   

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    Forum|Forum|5 months ago
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    Jimmy HurffNew Participant

    Append Full Conversation History to Email Notications When Enabled / Add Deep Links to ConversationSubmitted

    This creates a frustrating user experience - the user gets an email that the conversation has been updated but they cannot see the entire thread within the email.  Here is a direct quote from an impacted customer:Good morning - This new chat system makes emails almost worthless because we often can’t tell which issue your answer is associated with. I would imagine you already know this but below is a good example if you do not.Proposed improvement #1: When a user is notified by email of an update to a conversation that they did not see in the messenger widget AND the company settings have conversation history enabled, send the entire history of the conversation.  See article below.https://www.intercom.com/help/en/articles/3527623-sending-email-notifications-without-conversation-content-or-historySpecifically, this callout:Important: If the email notification is sent because of user/lead inactivity from a conversation started from the Messenger, then it will only include the messages they haven't seen, not the full conversation history.I am not sure what the business rule / reason for this is.  If the config has been set to include the enable conversation history, all of the history should be sent. Proposed Improvement #2: An alternative option might be to include a deep link to the conversation.   If the user clicks the link, they are taken to a detailed view of the conversation directly.

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    Forum|Forum|5 months ago
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    Melissa GoodNew Participant

    Inbox Open > Mark As UnreadSubmitted

    We need the ability to mark a ticket after we click it as “unread” so it shines brighter and we know that it still needs to be worked. 

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    Forum|Forum|5 months ago
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    Alexa FangmanNew Participant

    Help Center: Image Enlargement OverlaySubmitted

    When a reader clicks on a photo in a Help Center article, the image loads as a new tab. We’d prefer to keep the reader in the article itself, so if Intercom could support an enlarged overlay within the same article, that would be wonderful. This maintains a streamlined and seamless experience for the reader without having to switch or remove extra tabs.

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    Forum|Forum|5 months ago
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    Chris C11Active User

    Make custom objects visible on the contact record, not the inboxSubmitted

    We capture survey data and store it in a custom object so that we can track the history of user responses. At present the only way to view this data is from the inbox meaning if we need to find a user’s survey response we first need to find an old conversation, open it, and then navigate to the custom object.Wishlist IdeaI want to be able to view this from the contact record, ie not have to search for a conversation first just to be able to see the attribute.Below is the FIN response I got when asking how to do this. There isn't a way to view custom object reference attributes when looking at standalone user/contact records outside of the Inbox view. The custom object data display is specifically designed to work within the Inbox interface where you can expand the User data section in the sidebar.For users without conversations, you'd need to either create a conversation with them to view their custom object data, or access this information through other means like reports or the API if you need programmatic access to the data.

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    Forum|Forum|5 months ago
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    George.USNew Participant

    Cross-Workspace Ticket Sharing for Intra-Company CollaborationSubmitted

    I’d like to submit a feature request focused on improving intra-company collaboration across Intercom workspaces.As more companies adopt Intercom as their primary support platform, we’re increasingly seeing shared customers between two or more businesses that all use Intercom. In these scenarios, there is often a need for coordinated support across organizations when addressing complex or cross-functional customer issues.Zendesk currently offers the ability to share tickets between different Zendesk instances when companies have a common customer. This functionality enables seamless collaboration while maintaining clear ownership, visibility, and audit trails across organizations.A similar capability within Intercom — such as secure, permission-based conversation sharing between workspaces — would provide significant value. Key benefits would include: Improved cross-company collaboration on shared customer cases Reduced back-and-forth forwarding of screenshots and manual updates via side conversations Better customer experience through faster, aligned resolutions Clear accountability and visibility for all involved teams This feature could potentially include: Workspace-to-workspace conversation sharing (opt-in and permission-based) External collaborator access scoped to specific conversations Shared notes and internal comments across participating companies Audit logs and visibility controls to ensure data security and compliance As Intercom continues to expand into more complex B2B ecosystems, this kind of cross-workspace collaboration would be a strong differentiator and a natural evolution of the platform.

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    Forum|Forum|5 months ago
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    Christina ChoeNew Participant

    Need Notes Module to OrganizeSubmitted

    Can we get a Notes module that compiles all notes that we can filter, sort, and organize? It’s difficult and time consuming to track notes by going to each conversation or ticket to try and find a note that was left previously.

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    Forum|Forum|5 months ago
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    Support Iryna NNew Participant

    More Precise SLA Time Calculation (Without Automatic Rounding)Submitted

    Hello,We would like to suggest improving the accuracy of SLA metrics by removing automatic rounding of time values.Currently, response time values are automatically rounded (for example, 9.6 seconds → 10 seconds). This affects the precision of the data and may distort the actual response time and SLA results.For more accurate analytics and fair SLA calculations, it would be helpful to either: avoid rounding values altogether, or allow displaying time with decimal precision (e.g., 9.6 seconds instead of 10 seconds). This enhancement would improve reporting accuracy and provide more reliable performance analysis.Thank you for considering this suggestion!

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    Forum|Forum|5 months ago
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    Support Iryna NNew Participant

    Shortcuts or Quick-Access Buttons for Reusable WorkflowsSubmitted

    Hello,We would like to suggest adding the ability to create shortcuts (or quick-access buttons) for launching specific reusable workflows directly from the conversation view.Currently, to trigger a reusable workflow, an agent needs to open the reusable workflow menu and search for the required one using keywords. While this process does not take much time, it could be significantly faster and more efficient if agents could create dedicated shortcuts for the most frequently used workflows.For example, our Support team regularly uses reusable workflows for: Closing conversations Applying internal regulations “Please wait” messages Sending apologies Granting individual promo using Data connectors Having customizable buttons in the bottom panel of the chat that instantly trigger selected reusable workflows would noticeably speed up daily operations and reduce manual steps.It would also be very helpful to have a dedicated greeting button, so agents do not need to type the same welcome message manually each time.Overall, this enhancement would improve efficiency, reduce repetitive actions, and optimize agent workflows.Thank you for considering this idea!

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    Forum|Forum|5 months ago
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    Radhika TKNew Participant

    Improve the formatting options in ArticlesSubmitted

    As I have been using Intercom for writing Articles, I find some of the basic formatting options missing. For example, Underline option.  Shouldn’t this be a must-have feature rather than good-to-have to support the rich formatting options that every editor provides!

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    Forum|Forum|5 months ago
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    Support Iryna NNew Participant

    Add Excel (.xlsx) Export Format for ReportsSubmitted

    We would like to suggest adding Excel (.xlsx) as an export format for reports, in addition to the existing CSV option.Currently, reports can only be exported in CSV format. While CSV is useful, it often requires additional formatting before analysts can comfortably work with the data in Excel. Providing a direct .xlsx export would allow teams to immediately build pivot tables, create charts, and analyze data without extra conversion steps.Adding Excel as a native export format would simplify workflows, save time, and improve the overall reporting experience.Thank you for considering this idea!

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    Forum|Forum|5 months ago
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    Adam MarksNew Participant

    Better mapping of data into SalesforceSubmitted

    The current workflow to pass data into a Salesforce case is clunky and not intuitive. Having to pass data between attributes via data connectors and potentially creating duplicate attributes across objects (person and conversation) is not a great experience. Additionally, the mapping between Attribute Name and Salesforce Field Label is brittle because Salesforce Field Labels are not unique. A deterministic and explicit mapping of any data point in Fin would be the best implementation. See attached image as mock up of what this should look like.  

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    Forum|Forum|5 months ago
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    Support Iryna NNew Participant

    Ability to Turn On/Off Sounds for Specific ConversationsSubmitted

    We would like to suggest adding the ability to enable or disable notification sounds for specific conversations.Our teams handle a high volume of chats, and there are situations when a client may send multiple frequent messages within a single conversation (for example, spamming or sending many short follow-ups in a row). In such cases, constant sound notifications from that one chat can be very distracting and affect productivity.It would be extremely helpful to have the option to mute notifications for a specific conversation while keeping it open and active. The main idea is to allow users to mute individual conversations instead of disabling sound for all chats or browser tab.This feature would help teams stay focused while still ensuring that new incoming chats are not missed.

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    Forum|Forum|5 months ago
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    Chris RichardsNew Participant

    Inbox AI Translation ImprovementSubmitted

    We have been recently testing the Inbox AI Auto translate and encountered success only in Spanish, Testing against German, French, Bulgarian have all brought unusable results.  Sentence and paragraph structure are poor, formality is not always correct, translation is very literal which results in the output translation making little sense thus unfortunately unusable. Are there plans to improve the translation for Inbox AI, if so any timelines on this?

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    Forum|Forum|5 months ago
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    JillianNew Participant

    Custom Report filter "Created by" for TicketsSubmitted

    One of the ways our team is currently helping to audit and improve AI answers in our environment is by reviewing all AI-only chats, then creating a ticket for our internal team to review and update guidance and our knowledgebase.  This is one of the metrics that our team is being scored on. We are struggling with providing a quick, easy way for the team to be able to see their count of tickets created for the month, as there is no way to filter “New Tickets” by “Created by” in the custom reports.  Even with the new Monitors feature (in Beta), we will still need to be able to track this. n We’ve also explored using Views, but without manipulation of the view each time, it’s impossible to see a count of the number of tickets created for the month.

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    Forum|Forum|5 months ago
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    Marianna TNew Participant

    Fin to be able to view all conversation threads with specific userSubmitted

    In some cases user might have been contacted proactively by our team already and in case same user is opening a new conversation thread with Fin, Fin can’t see or advise the user that we already contacted them about this issue. It’d be helpful if Fin could see all open and recently closed conversation threads with the specific user.

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    Forum|Forum|5 months ago

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