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    3160 Ideas

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    Dennis MarkgrafNew Participant

    Allow editing of e-mail conversation historySubmitted

    When you want to answer to an email from a customer, you only can choose between adding the whole conversation history or to delete it.Most of the times, when a customer mail got forwarded from departments like customer success, sales or other ops departments, you need to delete the forwarding message, but keep the original one.This is not possible 

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    Forum|Forum|6 months ago
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    David HallNew Participant

    Direct Integration with GoHighLevelSubmitted

    It would be great to be able to have a direct integration with GoHighLevel. We are an agency and are using Intercom for our support system. Things that in my mind should be simple, like setting up a Ticket Portal are a nightmare for those of us who are not programmers.Being able to integrate directly or with some sort of relatively easy connector would be a game changer for our setup process. I have been struggling looking around to find a programmer who can connect APIs and whatnot just to pull user information to be able to create the Companies and Users in Intercom.There is so much more we could do with it if it were easier to connect the systems.

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    Forum|Forum|6 months ago
    Zofia Rybarczyk 🐟
    Zofia Rybarczyk 🐟New Participant

    Export teammate–inbox assignments to CSVSubmitted

    Currently, without access to the Intercom dashboard, there is no easy way to see which teammates are assigned to which team inboxes. This becomes especially challenging when working with numerous teammates and team inboxes, as manual tracking is no longer realistic.I would like to suggest adding an “Export CSV” option inSettings → Workspace → Teammates.In addition to the existing columns, the export could include a new column listing all team inboxes that each teammate belongs to.This would allow teams to: Review inbox coverage outside of Intercom Verify whether each team has enough people assigned Manage large, complex team structures more easily Create reports and analyses in Excel or other tools without needing direct dashboard access This small addition would significantly improve visibility and operational reporting for teams managing multiple inboxes and many teammates.

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    Forum|Forum|6 months ago
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    Patrick PayneNew Participant

    Automate tracker ticket attributes and assignmentSubmitted

    I would like tracker ticket assignment and attributes to be able to be mapped to conversation attributes. This would be a significant efficiency improvement and reduce duplicative work. I know it can be done via API but it would be great to be able to do it via Intercom UI

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    Forum|Forum|6 months ago
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    Jilliann PiazzaNew Participant

    Games While WaitingSubmitted

    We recently had someone ask if there are built-in games they can play while waiting for a response from the team.I thought this was an interesting request and offered to submit it as a suggestion for them. 

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    Forum|Forum|6 months ago
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    Tim RyanNew Participant

    Enable audio files and voice memos in chat messages.Submitted

    I would love the ability to record a voice memo or audio file and send it as a message in the Chat. My use case is to send tailored, specific, longer form messages and replies to our users, and recording an audio message is not only faster but delivers a more tailored and personal experience to our users. It would be great to have an audio file sent as a message as part of the chat with a user. This way, we can integrate the Bot, perhaps Fin (in the future), specific written responses with the user, and an audio file for a longer form message, as well as additional links/URLs to accompany the conversation.

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    Forum|Forum|6 months ago
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    Danielle MoermanNew Participant

    Ability to show videos in Fin chatSubmitted

    We currently have users requesting video tutorials. We’ve added a tutorials section to the Intercom help area, but right now it either just mentions the video or gives a number for the article. It would be a lot cleaner if Fin could also just show the video in the chat, or even link directly to the video itself without showing a number pointing to an overall article. 

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    Forum|Forum|6 months ago
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    Brenna ProfitNew Participant

    Searched Tickets to be viewed in Chat LayoutSubmitted

    Hey Team!  Is there a way to adjust the preferred layout for searched tickets? Right now, it just defaults to Table Layout, which is not ideal for tickets that need a lot of research, particularly while working on a laptop or small screen. It does not have an option to adjust the layout to Chat Layout, which would make researching a ticket and working on a small screen much easier.  Thanks!!Brenna

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    Forum|Forum|6 months ago
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    Dennis MarkgrafNew Participant

    Preview for e-mails within conversationSubmitted

    When writing an email within a conversation, there is no preview option like you already have in outbound emails.This is improtant, when the email is very long, to check the format and read through again.Espacially as the writing field is small and limited

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    Forum|Forum|6 months ago
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    Dennis MarkgrafNew Participant

    Allow different languages with manual ticket statesSubmitted

    When creating an individual ticket state, allow the option to set different languages to display to the customer like it is possible with auto replies.

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    Forum|Forum|6 months ago
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    AlanKTONew Participant

    Root Cause requested when using SnoozeSubmitted

    Hello Intercom Community, I would like to confirm if there is any way or possibility for the system to request the root cause of a chat request when the Snooze function is applied to the conversation.Currently, this feature works correctly when we close a chat. In the example image, the Root Cause is requested immediately after clicking "Close".  It would be interesting to have the same flow for the Snooze function, as this would prevent conversations that were not classified using this tool.

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    Forum|Forum|6 months ago
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    Dallan KoyleActive User

    Create Kanban View for InboxesSubmitted

    There are 2 view types. Chat Layout and Table Layout. Can you create a Kan Ban View?I want to bucket the customers by by Ticket state in a Kanban view?   

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    Forum|Forum|6 months ago
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    Simon HenriksenNew Participant

    News Center on Mobile MessengerSubmitted

    The news center is great, and it would be very useful to have it in the mobile app. We’re a mobile-only company, like many Intercom customers, and we’ve been searching for a good “news” solution for ages, that blends well with the rest of the app.

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    Forum|Forum|6 months ago
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    User1534New Participant

    UK English Supported Language Setting for Fin and MessengerSubmitted

    A large majority of my customer users are in the UK but there is unfortunately not an option to have Fin and/or the Messenger respond to these users in their native English dialect. 

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    Forum|Forum|6 months ago
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    Charlene PorterNew Participant

    Close/prevent replies to Outbound Messages after a set amount of timeSubmitted

    It would be nice to be able to close a message created in “Outbound” (FKA proactive support) automatically after a certain number of days to prevent users from replying to old messages instead of starting a new one.

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    Forum|Forum|6 months ago
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    Jay SharmaNew Participant

    Manage tickets from Intercom AppSubmitted

    Currently only conversations can be managed from the intercom app, would be nice if you could fully manage tickets from the app as well. Cant see the description/context of a ticket when its first submitted by a customer, have to login into intercom on my phone browser or go to my laptop to understand what the ticket is about. My team and I are very mobile with client site visits so we dont always have laptop access right away. We also use a mix of conversations and tickets (with a push more on tickets). 

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    Forum|Forum|6 months ago
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    aamoralesratcohereNew Participant

    Redirect unauthenticated users directly to login screen and return them to the requested articleSubmitted

    When an unauthenticated user accesses a private knowledge base article via a direct link (outside the portal login flow), they are currently shown an Intercom page prompting them to log in through a link.We request an improved flow where users are instead redirected directly to an Identity Provider (IdP), in our case Okta, and after successful authentication, automatically returned to the article they originally attempted to access.Requested behavior:User clicks a direct link to a private article.If not authenticated, they are redirected straight to the login screen.After login, they are automatically returned to the originally requested article.Current issue:The current flow introduces extra steps and confusion by showing an intermediary page rather than directing users straight to login.Benefit:This creates a smoother user experience and reduces friction for users accessing support content through shared or bookmarked article links.We appreciate your consideration on this matter. Please let us know if you need additional input that could help your Product Management team evaluate the request.

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    Forum|Forum|6 months ago
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    aamoralesratcohereNew Participant

    Ability to choose PDF attachment behavior (download vs. open in new tab)Submitted

    Description:We would like the ability to configure how linked PDF attachments behave within the article editing interface.Currently, when linking to a PDF, there is no option to control whether the file automatically downloads or opens in a new browser tab. We are requesting a setting in the article editor that allows authors to choose the behavior for each attachment link.Requested functionality: Add an option in the article editing space allowing authors to select:Open PDF in a new browser tab, orDownload the PDF directlyThis setting should be selectable per link or attachment.Use case:Some documents should open immediately for viewing, while others should download for offline use. Providing this control improves user experience and reduces confusion.

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    Forum|Forum|6 months ago
    JHarlowe
    JHarloweConnector

    Command K (⌘K) Search Result Ranking and PrioritizationSubmitted

    Area: Inbox / Command K Shortcut Bar Summary:Command K search results lack intelligent ranking when performing frequent actions such as setting ticket states. Results do not prioritize based on usage frequency, exact text match, or relevance, creating unnecessary friction for agents who rely on this workflow multiple times per day. Current Behavior:When using Command K to set a ticket status (e.g., "Waiting on Customer"), the search results behave inconsistently. For months, searching "waiting on" returned "Waiting on Customer" as the top result. Over time, newly created items have appeared at the top of the results list with no apparent sorting logic, pushing frequently used actions further down. Additionally, even when the full text "Waiting on Customer" is entered, four other results are prioritized above the exact match. The result order also appears to shift depending on what is typed, producing unpredictable outcomes.  Ideal Behavior:Command K search results should apply intelligent ranking that accounts for exact text matches, usage frequency, and recency. At minimum, typing the full name of a ticket state should surface that exact match as the top result. Ideally, agents should also have the ability to pin or prioritize frequently used actions within Command K. Business Impact:Support agents set ticket statuses numerous times per day. The current static, non-adaptive result ordering adds cumulative friction to a core workflow, reducing efficiency across the team. As workspaces scale with custom ticket states, this issue will continue to compound. 

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    JHarlowe
    Forum|Forum|6 months ago
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    Cristina UsaiNew Participant

    Add logs to failed procedures in real conversationsSubmitted

    Add logs for failed procedures in real conversations. Currently if a procedure fails in real time in a case, there is no available information to understand why it has failed. There are many components in a procedure and this is essential to troubleshooting

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    Forum|Forum|6 months ago
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    Peter SchöllNew Participant

    Legal Footer/Impressum for Ticket Notification Emails (GDPR/Compliance Requirement)Submitted

    Problem/Use Case:As a company operating in Germany and the EU, we are legally required to include an "Impressum" (legal disclosure) in ALL business emails, including transactional emails like ticket notifications.Currently, Intercom allows customization of email footers for marketing emails and some other templates, but ticket notification emails cannot be customized. This creates a significant compliance gap, as German law (§5 TMG) and EU regulations require legal information in all business communications, regardless of whether they are marketing or transactional emails.Current Limitation:Ticket email templates are standardized and cannot be modified No option to add company legal information (Impressum) to ticket notification footers This affects all ticket-related emails sent from Intercom to customersRequested Feature:Add the ability to customize the footer of ticket notification emails to include:Company legal information (Impressum) Customizable footer text fields Support for multi-brand configurations with different legal footers per brandWhy This Matters:Legal Compliance: German §5 TMG and similar EU regulations mandate legal disclosures in all business emails Risk Mitigation: Operating without proper legal disclosures can result in costly warnings ("Abmahnungen") and fines Professional Communication: Customers expect proper legal information in all business correspondence Competitive Disadvantage: Other support platforms (Zendesk, Freshdesk) offer this functionalitySuggested Implementation:Similar to the existing functionality for other email templates, add a customizable footer section in: Settings > Workspace > Brands > [Brand Name] > Ticket Email FooterThis should include:Rich text editor for legal information Variable support for dynamic content Preview functionality Per-brand configuration for multi-brand workspacesImpact:This feature would enable EU-based companies to use Intercom's ticket system in full legal compliance and remove a significant barrier for adoption in European markets.

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    Forum|Forum|6 months ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Enable bulk workflow triggeringSubmitted

    Our teammates frequently need to apply the same set of actions across multiple conversations. A reusable workflow feature would eliminate manual repetition and ensure teammates never miss a step. 

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    Nurit
    Innovator ✨
    Forum|Forum|6 months ago
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    Stephen OakesNew Participant

    Add a "Submit Conversation" button to the Slack integrationSubmitted

    We would love to have an option for conversations to be created by our reps on a customer’s behalf via a button in the Slack/Intercom integration. Currently, there is a ticket option for this, but our team starts almost all of our client interactions in the conversation format, and we try to only use tickets for longer running issues, complex questions, or bugs. Adding a button for this would also allow us to remove the custom Slack workflow we created that allows users to create conversations via the API, which is a more complex and non-native version of what we would like to do. 

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    Forum|Forum|6 months ago
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    Chris AnnicellaConnector

    Ability to find where an article is linked in other articleSubmitted

    The problem: There's no way to see the backlinks of a Help Center article — i.e., which other articles contain internal links that reference it. The internal links between our articles are invisible to us as authors: we can create them, but we can never look them up.Why it matters most — safe archiving: When we archive or delete an article today, we have no way to know which live articles still link to it. Every archive action risks silently leaving broken links across the Help Center, and we only find out when a customer clicks one. The same blindness affects renaming or merging articles, running content audits, and understanding the ripple effect before rewriting an article that other content depends on.The request: A "Referenced by" view for each article — a list of every article that links to it. Natural places for it: a panel in the article editor, a column or filter in the Articles list, or at minimum a warning when archiving/deleting an article that other articles still link to it ("3 articles link here — review before archiving").Implementation note: tracking links by Article ID rather than URL would keep the index accurate even when titles or URLs change.This is a standard link-management capability in most content platforms (wikis and CMSs typically call it backlinks or "what links here"), and the underlying data already exists in the article content — it just isn't exposed to us. It would make maintaining a large, interconnected Help Center dramatically safer. Thanks for considering!

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    Forum|Forum|6 months ago
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    IreneNew Participant

    Delete views from the InboxSubmitted

    Why isn’t it possible to delete some of the views that were created? I know there’s the option of unpinning views, but whenever we scroll through “Add views” the list gets very long. Some were just needed for a particular issue or under a specific period of time, but are no longer in use. Would be so nice if there was an option to do a clean up of views and be able to delete them. 

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    Forum|Forum|6 months ago

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