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    BrianaNew Participant

    Add Filtering Option for Fin Audience in Knowledge Content FolderSubmitted

    It would be really helpful to have a filter for our content based on the Fin audience we’ve created. Even though we've set up audience rules to restrict website content to specific user groups, some pages are still appearing for all user groups.Right now, I have to manually scroll through all our pages (which is quite a lot) to find instances where the Fin audience is set to show to all groups and remove one group. It would be much more efficient if I could filter by Fin audience while reviewing our website content, so I can quickly see only the pages where all audiences are enabled and make adjustments as needed.  Thank you for your consideration!

    1
    6 months ago
    cwalsh-topstepNew Participant

    Macro used shows in conversation eventsSubmitted

    Would love to be able to see which macro an agent used in conversation events. This was a feature at ZenDesk that I used to use all the time. It was very helpful since we have a large macro library and don’t have every one memorized. It would help with QA and training. 

    0
    6 months ago
    AdahNew Participant

    Cross-posted ticket notes should trigger reassignmentSubmitted

    Hello,When a note is cross-posted from a ticket, it can unsnooze the conversation but does not trigger reassignment — even if the assigned teammate is on away & reassigning.This creates inconsistency, as other actions (like customer replies or side conversation responses) both unsnooze and reassign.Impact:Reopened conversations can remain assigned to unavailable teammates, leading to delays and the need for manual reassignment.Expectation/Proposed BehaviourIf a cross-posted note unsnoozes a conversation (i.e., changes its state to open), it should also be able to trigger reassignment rules; assigning the conversation to an active teammate when the current assignee is away & reassigning.This ensures updated conversations are picked up and handled by active team members.

    0
    6 months ago
    andreamedinaNew Participant

    Conditional workflows when a word is mentionedSubmitted

    If a specific word(s) is mentioned in the conversation, be able to automatically assign a tag or apply a specific workflow 

    0
    6 months ago
    Employee
    kmoreno4Employee

    convert phone to ticketSubmitted

    convert phone to ticket

    0
    Employee
    6 months ago
    Emma KNew Participant

    Converting a inbound phone call to ticketSubmitted

    Currently there isn't a way to convert a inbound phone call to a ticket, and the workaround is to create a standalone Customer ticket on behalf of the customer outside the phone conversation.It might be less time consuming if the convert to a ticket could work on a phone call conversation as well as an ordinary conversation to save time for the engineer, as the summary is already on the phone call conversation.

    0
    6 months ago
    KrisNew Participant

    Custom snooze presetsSubmitted

    Would be nice to be able to have snooze presets. Often we want to snooze for another team member who is working in another part of the world and has a different shift start time. I have to currently custom snooze but if there was a way to save the snoozes, that would save time.  

    2
    6 months ago
    Lauren GriffithsNew Participant

    Show keyword/subject line trigger in conversation eventsSubmitted

    As well as Fin, we use subject line and keywords to sort our conversations into different inboxes depending on the content. I find that sometimes I can’t see exactly why a conversation was automatically sorted into a specific inbox and it would be useful to see what exactly triggered it.  Dixa had this enabled. 

    0
    6 months ago
    Nitin RankaNew Participant

    When using a pointer in a product tour, there should be an option to keep the background responsive.Submitted

    Currently, when a pointer displays, it automatically dims the background to highlight the message, and the background becomes unresponsive while that pointer is shown.So there isn’t a setting to keep the background responsive while a pointer is active. This setting should be there.

    0
    6 months ago
    Evie LynchNew Participant

    Auto-assign to the teammate who already has an open ticket with the same customer (by company name/domain)Submitted

    Today, Workflows can auto-assign based on message content, conversation attributes, and company info you track, but they can’t auto-detect “this teammate already has an open ticket with this customer” and route the new ticket to them. Use case: When a new ticket is created for a customer, if a teammate already has an open ticket with that customer (matched by company name or domain), assign the new ticket to that same teammate automatically.Why it matters: This helps keep account continuity without relying on name mentions, and reduces the need for manual reassignment.

    1
    Roy
    6 months ago
    LawhivelauraNew Participant

    Personalisation for CSATSubmitted

    On Zendesk, you are able to personalise your CSAT a lot more than on Intercom. 3 main things I’d like to see change: Rating options: currently defaults to emojis from terrible to amazing. Having an option for Satisfied / Not Satisfied would be more appealing for our type of service. Being able to change from emoji’s to starts would be nice touch too. You are not currently able to add dynamic content/fields to the message. I want to be able to say : How did [insert teammate name] did today? And have the teammate name be populated by the name of the agent who was assigned to the conversation when it was closed.  I would like to have a macro or a button which would easily enable customers to update their rating if they rating the agent by accident, or changed their mind once we rectified our mistake. This encourages agents to want to resolve things correctly for customers - whereas currently they can’t do much once someone has rated them and left a comment.

    1
    6 months ago
    andreamedinaNew Participant

    How many conversations were assignedSubmitted

    I would like to have the option to know how many conversations had assigned a team member in a specific timefrime. For example, by 9:20AM, X person had 3 conversations in their inbox

    0
    6 months ago
    JamiNew Participant

    Report for users seen vs users heard fromSubmitted

    Intercom’s conversation based reporting has a great opportunity to expand further with more user and company level insights. For example, adding the ability to track total clients, alongside how many have engaged within a given timeframe, would offer valuable visibility.Enhancing user reports with company level data could also help highlight how many organizations or clients have started conversations over a specific period, creating a more complete and actionable view.  For example it would be very helpful to have a report that shows “users seen” vs “users heard from”.

    0
    6 months ago
    Amy M.New Participant

    Make it easier to see how many translations are availableSubmitted

    There’s no simple way to see how many AI translations are left, so my message may not go out in the right language. It’s very confusing.

    3
    Roy
    6 months ago
    ImmortalNew Participant

    Add a “Delete Chat History” Button for ClientsSubmitted

    Sometimes clients request that their chat history be deleted from their account for privacy or personal reasons. It would be great to button in the client interface to allow them to remove their chat history from their view. Importantly, the chat history should still be stored for agents/admins for internal tracking and potential future issues.

    1
    6 months ago
    Abbie HopkinsNew Participant

    Change catrgory for Fin guidanceSubmitted

    It would be very helpful to allow category change within the guidance editor.Often, I will find my guidance changes over time and needs to be moved category, but this is a manual process of creating a new guidance and copy/pasting content over. Not only for speed, this removes usage stats. While in alot of cases this will be necessary as the guidance scope will have changed you may not want to lose those stats if you have simply miscategorised a piece of guidance or slight change in wording reuqires a move to a more accurate category. 

    0
    6 months ago
    Dana
    DanaConnector

    Other Help Center Analytics instead of GASubmitted

    Would like the ability to use other analytics for the Help Center instead of Google Analytics. For instance, Fathom Analytics that focus more on user privacy.

    2
    6 months ago
    Rachel M12
    Rachel M12Connector

    Ssee date and time in views and searchesSubmitted

    Hi Team,When looking at views, searches and reports it is often hard see exactly when a conversation was started or closed as the default view is to show ‘Time since’ and display in either minutes/hours/days/months etc. It would be really helpful if this was configurable to be able to have the option to show the actual date and time as often I am trying to track down conversations based on when they started.  

    0
    Rachel M12
    6 months ago
    Ismael Martinez MoralesNew Participant

    Customized conversation sortingSubmitted

    As of now there are limited attributes to define the conversation prioritization as per https://www.intercom.com/help/en/articles/6553774-balanced-assignment-deep-dive.CX score is a reporting metric that can’t be use as a sorting attribute. Already tried creating/using new CvDAs too but can’t be added to the sorting attributes.   Being able to customize our own sorting attributes will allow us to revamp our conversation sorting to prioritize customers based on CX score and ticket count. 

    0
    6 months ago
    CourtneyBorawski
    CourtneyBorawskiNew Participant

    Ability to PIN 📌 and EDIT notes in each chatSubmitted

    Notes can become very long, and copying and pasting to make edits or updates is time-consuming. It would be incredibly helpful to have the ability to pin a main note to each chat, with the option to easily edit it as needed.

    3
    6 months ago
    GemmaBNew Participant

    when using links from H1 / H2 in an article, could we please have the name of that section appear rather than the numbers ID presently populated?Submitted

    I have previously used another software that when linking to a H1 or H2 section of another article, the URL actually populates that section with text. Intercom seems to use a numbers ID. The reason this is useful and important is that when checking links when hovering, you can quickly see where it is directed too with text rather than having to click or copy then paste the intercom link into a new tab to see where it is going. Very frustrating and time consuming. See images below for examples.  

    1
    6 months ago
    Lindsay McEwanNew Participant

    Send SMS to any number (not stored as Lead or User)Submitted

    Our support team offers support to our customers and our customer’s customer. That said, our customers are stored in our systems as users, but not all of our customer’s customers are stored - nor do we need to. However, we often need to send an SMS update to these individuals. In most phone systems, this isn’t an issue - they act just like any phone where we can send a text to a number, even if it’s not stored as a saved contact. We need the same ability for Intercom’s SMS functionality. We do not use the SMS channel for Outbound SMS, we only use it as a support channel.    

    0
    6 months ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Countdown for Call Wrap-UpSubmitted

    It would be great to have a countdown timer in the call wrap-up banner. This will allow agents to clearly see how much time they have left to finish wrapping up so they are prepared for the next call.

    1
    6 months ago
    Lindsay McEwanNew Participant

    IVR timeout fallback: route to Hold and assign call when no input is made.Submitted

    In an IVR step where a customer can be given the option to request a callback or stay on the line and wait for the next available agent, we should be able to re-prompt the caller with the ability to request a callback every few minutes. However, every time we use a Reply Button path in the IVR workflow, it requires input from the end user. Thus, there is no ability for us to say “to request a callback, press 1. Otherwise, stay on the line for the next available agent”. Instead, if we want to offer the ability to request a callback every few minutes, the caller must always make a selection (like press 2 to wait on the line). Without making a selection after 3 minutes, the call will automatically end. This is a horrible caller experience. As of right now, we are basically given 2 options: only offer the caller the option of a callback once throughout the IVR, or prompt them over and over again - most of the time ending in the caller getting unintentionally disconnecting because they’re tired of pressing 2 to stay on the line.  Ideally we should be able to configure how many times the Reply Button path repeats itself after no input and configure an option when no input made. 

    0
    6 months ago
    Eyad SahebNew Participant

    Retain company name on the inbox view for multi-participant conversationsSubmitted

    When there are multiple participants on a conversation, the inbox view loses the company name So when I’m scanning the inbox looking for that ticket from “Acme Corp” I can’t find it quickly, and I have to either search for it or open the multi-participant convo’s to see which one it is.

    0
    6 months ago
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