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13 days ago

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Forum|Forum|2 years ago

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Eloy WijlhuizenNew Participant

Upload images directly without URLSubmitted

I want to be able to autoatically upload images without hosting public URL. It seems like a workaround that should not be necessary. This would make it easier and more intuitive to automate. So what I want:- Have local image files that I can upload automatically as part of an article or integrate them with a seperatae step automatically- Either through API or MCP

Forum|Forum|13 days ago

Eyad SahebNew Participant

images in PDF exports of conversationsSubmitted

When I export a conversation to PDF, it’s missing the images (which are replaced with a placeholder: [image])I feel that omitting these screenshots/etc is omitting valuable context from the ticket, so they should be part of the export.

Forum|Forum|13 days ago

tommynorNew Participant

Allow callers to stay in queue without an active selectionSubmitted

We would love to see an option that allows callers to remain in the queue without having to make an active IVR selection.In our market, the most common expectation is simply to wait for an answer. Requiring callers to press a key to continue waiting can create unnecessary friction and may lead to confusion or abandoned calls.An option to let callers stay in the queue automatically, while still offering callback or other choices as optional alternatives, would create a more natural and user-friendly phone experience.Would anyone else find this useful?

Forum|Forum|13 days ago

SowjenyaActive User

Need APIs to order collectionsSubmitted

We use the APIs to update articles and collections in our help center. It’d be great if we have APIs to reorder the collections and articles. It’s a huge manual effort right now. We have more than 200 collections and 1000+ articles.

Forum|Forum|13 days ago

Mark-KazmitNew Participant

Add Hinglish language.Submitted

Please add Hinglish as a separate language, it is very simple to add, most of the models know how to comunicate with help of it, and understands the contexr good.It will allow to support Indian market much better, since not all understands English good and also no one are using Hindi, since it is complicated to type.

Forum|Forum|13 days ago

Karley DitchburnNew Participant

For AI monitors to learn from corrections to scorecardsSubmitted

Like Fin if you adjust a scorecard answer and add reasoning, the AI bot will learn from this so future reviews will take that feedback in to account

Forum|Forum|13 days ago

IlaydaNew Participant

Filter and Workflows for Side ConversationsSubmitted

At the moment, there is no way to view all conversations with active Side Conversations in one central view, nor can we build workflows/rules specifically for them.We currently rely on manual tagging as a workaround, but this adds an unnecessary step and is highly prone to human error, as tags are easily forgotten by team members.Adding a filter option such as 'Has Side Conversation' or 'Side Conversation status' for Custom Views and Workflows would be extremely helpful. It would allow us to track open processes more efficiently.

Forum|Forum|13 days ago

Jennifer CrowleyNew Participant

NEED KANBAN TO MANAGE SUPPORTSubmitted

I WANT TO WORK OUR SUPPORT CONVERSATIONS IN A KANBAN VIEW. WHEN WILL THIS BE AN OPTION?

Forum|Forum|13 days ago

Kentaro KazamaNew Participant

Archive feature for message inquiry threadsSubmitted

Currently, the message list displays all of a user's past inquiry threads. I would like to request a feature that allows users to hide or archive them on their end.

Forum|Forum|14 days ago

oconr003New Participant

Capture reason for snoozingSubmitted

Have the ability to capture a reason (pre determined drop down list) for snoozing a conversations to help with reporting on why conversations are currently or have been snoozed.

Forum|Forum|14 days ago

Mor CohenNew Participant

Slack Native Integration AuthenticationSubmitted

Hey, I recently started using your new native Slack channel integration, and there’s one major thing that I find missing. We have a slack channel with each one of our customers, and the members of this channel are usually: Support team members, product team members, customer success managers, and the customers themselves. When we interact with the customer over intercom- meaning: My team is replying to the customer via intercom (and not via slack itself)- it all looks ok and it identifies that a team member from my end is involved in the conversation. But, sometimes, one of my team members (either support. product or csm), are sending a message in this channel from Slack’s UI (and not intercom). In this case when the conversation is created in Intercom, it doesn’t recognize that the person who sent the message is a team member, and it replies to the message as if it was sent from the customer. I think the major thing here is Intercom being able to identify internal team members users on slack, and treat them as team members and not customers. Ofc the ideal thing would be reacting only from intercom, but that’s not always possible or convenient to our team.

Forum|Forum|14 days ago

ShaneCNew Participant

able to snooze or close ticket in MonitorSubmitted

feature request for Monitor, it would be prefect if I can snooze or close the ticket in monitor page like general ticket, so I don't need to navigate to general ticket to do so. is it feasible?

Forum|Forum|15 days ago

Kasper Florczak NøhrNew Participant

Allow iframe or HTML embeds in articlesSubmitted

Hi there!We use external tools to aid our articles visually, and we would love to be able to embed them in your articles.Additionally, allowing HTML, CSS or iFrames would let us customize the articles to match our company look.Looks like quite a few people are asking about this in the Help Center, so fingers crossed it’ll be added in a future update.

Forum|Forum|15 days ago

Michelle ChiuNew Participant

Create new Slack messages from Intercom interfaceSubmitted

Today, the only way to create a new slack message to a customer is through an Outbound Broadcast. That is super cumbersome. There should be a way to create a new slack message from the Inbox (Channel or DM), just like you can create a new convo or ticket. This is such a basic requirement.

Forum|Forum|16 days ago

Michelle ChiuNew Participant

Need more control over Fin's engagement with customersSubmitted

For workflow that involve Fin, I have no choice on whether to let Fin engage with the customer or not. I need to use Fin to analyze new messages to determine intent and follow routing rules, but there’s no way for me to stop Fin from responding to the customer’s inbound message. Why?? Doesn’t make any sense. I should be able to leverage Fin for background back-office automations without exposing Fin to the customer.

Forum|Forum|16 days ago

Michelle ChiuNew Participant

Ability to which teams a teammate belongs toSubmitted

The Teammates page only shows how many teams a user belongs to, not the actual team name(s). Should list the NAMES of the teams in the Teammates page, not the quantity. Today, I have to go to the Team Inboxes page and check every single team and search for the user. This is time consuming and very prone to oversight.

Forum|Forum|16 days ago

Tim HillNew Participant

Disable Keyboard ShortcutsSubmitted

Keyboard shortcuts are incredibly annoying and always triggering when not intended. There needs to be a setting to disable them for good.

Forum|Forum|16 days ago

Sarah.RoofrNew Participant

Enable Signatures on Ticket RepliesSubmitted

The ability to use email signatures when replying to a ticket.We have all email conversations converting to tickets to support some integrated functionalities, and need signatures to send out with those replies. Having the team have to use personal macros and remembering to use them every time is a pain and a weird lift.

Forum|Forum|16 days ago

Daniele AlbertinelliNew Participant

Allow adding articles to multiple collectionsSubmitted

We have several articles relevant to multiple collections. Duplicating articles is not preferred. Thank you!

Forum|Forum|16 days ago

Kyle TSNew Participant

Custom Round Robin Inbox Rotations (exclude specific teammates)Submitted

Currently, round robin assignment includes all active teammates in a team inbox and doesn’t allow excluding specific users (e.g., managers or supervisors). The only way to remove someone from the rotation is to set them to Away, which isn’t practical for roles that should never receive assignments. It would be helpful to allow admins to configure a custom round robin rotation where certain teammates can be permanently excluded from automatic conversation assignment while still remaining active in the inbox.

Forum|Forum|16 days ago

Kelvin TamNew Participant

Dataset Export - preset columnsSubmitted

I understand that we can set up regular reports, but for more one off exports, where we know most of the preselected columns won’t be used, it would be good if we can save column settings instead of manually selecting and unselecting each column.

Forum|Forum|16 days ago

Chris Van HarenNew Participant

Default Assignee by ChannelSubmitted

We enabled the email channel within the Intercom platform but there is a default assignee group in Settings>Inbox>Assignments>General>Default Assignee.The problem: Whenever an email comes it, it defaults to one of our chat channels first then the workflow picks it up and assigns it to the Email Inbox as designed. You can see this within the event logger showing each waterfall flow where it marks as default assignee then workflow. Ultimately with automatic routing of chats to agents, the emails are automatically getting assigned to them before the email workflow kicks in. Because of this and the default assignment is in place, it won’t take it out of default once assigned to rep.Temporary Fix: We have to mark conversations as Unassigned by default which now requires users/supervisors to monitor an unassigned queue.The ask: Why not have a default assignee inbox by Channel rather than the entire workspace.Expected Behavior: Chat Default Assignee = Chat_Inbox; Email Default Assignee = Email_Inbox; SMS Default Assignee = SMS_Inbox

Forum|Forum|16 days ago

Christian OsmundsenNew Participant

Reporting feature request: Toggle between absolute numbers or percentageSubmitted

Hello team,One thing I often feel is missing when working with reports, is the ability to switch between absolute numbers and percentages. This is particularly useful when using more than one metric. For instance, how many support tickets did we receive in January, and (2nd metric) how many of these were from France? Great to have absolute numbers and we can do the math, but even more useful if you could toggle this to a percentage view. It becomes even more powerful when you have more variables obviously: How many support tickets did we get in France, and how were these distributed among all our customer countries? If you have customers in 30 countries this adds a lot of value. Different example: I want to see how our support volumes are distributed over the days of the week for an 18 month period. Also possible with absolute numbers, but percentages here would add more value. Thanks for reading this and for upvoting!Regards,Christian Osmundsen, Deliverect

Forum|Forum|16 days ago

JakeMegapixelNew Participant

Functionality to keep certain conversations open, even if the user becomes inactiveSubmitted

Hi Intercom community! At the moment there's no way to stop a conversation closing for inactivity while a procedure is running. If a customer drops off halfway through, the conversation just closes. The procedure doesn't finish, nothing gets escalated, and we've got no reliable way of finding it again afterwards. That's fine for most topics but it becomes a problem for anything high-risk or high-priority, where we need the case seen through whether or not the customer comes back to us. The only workarounds are adding tags and creating extra workflows to reopen these conversations. It would be great to have functionality within the procedure itself to escalate if the user becomes inactive, or a global setting that always escalates to the default inbox if the conversation contains a certain tag & the user went inactive (this might be more future-proof, incase of new features or the same problem found in other existing features)

Forum|Forum|16 days ago

JustinaNew Participant

Missing Reporting Attributes for QA ReviewersSubmitted

Currently, the QA reviewer fields set in the monitor UI (qa_monitor_assignees, qa_monitor_statuses, and qa_assignee_id) are not exposed as attributes in the reporting dataset. The only attribute wired to scorecard metrics is conversation.admin_assignee_id, which represents the conversation assignee rather than the reviewer.Because these fields are missing from the reporting dataset, users cannot filter reporting metrics by QA reviewer or segment reviewed_count by the person who performed the review. Exposing these QA-specific fields in reporting would allow teams to accurately track reviewer output without misattributing review activity to the conversation assignee.

Forum|Forum|16 days ago

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