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    ben naughtonNew Participant

    Linking tracker tickets to back office tickets / linking back office tickets to back office ticketsSubmitted

    we have to use back office tickets for internal-only things (i.e. that customers don’t need to see) - we resultantly  need more flexibility in Intercoms ticket linking capabilities.being able to link:back office ↔ back office tracker ↔ back officewould be great. Just allows us a little more flexibility.

    0
    6 months ago
    YoeriNew Participant

    Map an Article to Multiple Collections (Avoid Content Duplication)Submitted

    Currently, Intercom Articles can only live in one Collection (and one sub-section) at a time. However, many support topics are cross-functional. For example, an article about the report for ‘Functionality A’ is relevant to both the ‘Functionality A’ collection and the ‘Reports’ collection. The current workaround is to manually duplicate the article. This creates several critical issues:Maintenance Nightmare: If a screenshot or a feature changes, we have to remember to update every single copy of that article. This is prone to human error and leads to outdated information.Split Analytics: The fragmentation of data across multiple URLs prevents us from seeing the total impact or performance of a piece of content.SEO Penalties: Search engines flag "duplicate content." Having three identical pages on one Help Center hurts our organic search ranking.Broken User Experience: A user might encounter two versions of the same article (with slightly different titles), causing confusion about which one is the "official" guide. The Solution: Multi-Collection MappingWe need the ability to create an article once and "map" it to multiple Collections or Sections. How it should work:Within the Article Settings, instead of a single dropdown for "Collection," there should be a multi-select option or an "Add to another collection" button.The article should have one primary URL (Canonical) to protect SEO, but be visible and navigable through all assigned collections.Analytics should be aggregated for the article, regardless of which collection the user navigated through. Why this is important"Single Source of Truth": This is the gold standard for content management. It ensures that customers always get the most accurate, up-to-date information without the risk of us missing a duplicate during an update.Scalability: As our Help Centers grow from 50 to 500+ articles, manual duplication becomes impossible to manage. This feature would save our Content Team hours of repetitive work every month.Improved Discoverability: Customers have different mental models. Some look for a feature under "Pricing," others under "Account Settings." Allowing an article to exist in both places meets the customer where they are. The ImpactBy implementing this, Intercom would move from being a "basic" knowledge base to a sophisticated Content Management System (CMS). It prevents content rot, ensures SEO health, and significantly reduces the operational overhead for Support Operations teams. We want to spend our time writing great content, not copy-pasting it. Is this on the roadmap? We’d love to see Intercom support a more flexible content architecture!

    0
    6 months ago
    Laura LNew Participant

    Send LaterSubmitted

    We’d like to be able to queue up responses in the Help Desk to send later. For example, if we’re working late into the evening, but we want a particular message to pop-up for the user at 8:00 am their time, we’d like a “Send Later” function so that we don’t have to snooze it and then send it when it unsnoozes. 

    5
    6 months ago
    yves hajjarNew Participant

    Allow custom Messenger apps to trigger a larger Messenger view (expand)Submitted

      Right now custom apps can’t trigger the same “expand” behavior you see in News and HelpIt would be really useful to let a custom app (especially a Sheet app) request a larger Messenger window when a user clicks into it, so the app has more room to display content without feeling cramped.This would make custom apps feel like first class experiences inside the Messenger, not second class compared to News and Help.

    0
    6 months ago
    CierylNew Participant

    Allow members of same workspace to be included in a side conversationSubmitted

    Hi! I understand the function of the side-conversation is for external communication and internal Slack communication, however many of our customers that reply to them still copy their Account Managers from our team for visibility, and it looks bad when, as the Support team, we have to remove our own relevant teammates from the CC list just to send the email. Would be nice if that could get unblocked! :)

    0
    6 months ago
    Christina ZinnerNew Participant

    Fin to use Help centre and Glossary for termsSubmitted

    I noticed fin took it up on himself to use English terms even though our German help centre is fully translated.1. It be nice that fin relies on the terms in the translated article2. Fin to use the uploaded Glossary in the Multi-language section,

    0
    6 months ago
    Patrick PayneNew Participant

    Parse the teammate permission "can delete notes and replies" to two separate options: "can delete notes" and "can delete replies"In Beta

    I would like to have this as separate options. I would love to give my team the ability to delete internal notes but not give them the ability to delete replies

    2
    6 months ago
    Bradley CoyleNew Participant

    Enhanced Agent Status VisibilitySubmitted

    Hi Intercom Team,I’d like to suggest an enhancement that would significantly improve real-time workforce management and reporting capabilities.Today, agent statuses are limited to Active, Away, Away & Reassigning, and On a Call. In blended support environments, it would be extremely valuable to have visibility into the specific type of work an agent is actively handling. For example:Active (Chat) or On Chat Active (Email) or On Email Active (Social) or On SocialWhile conversation history allows us to see when an agent resumes work on a specific interaction, that information is not currently reflected in real-time agent statuses. Exposing the active work type in agent status would provide much greater operational visibility, both within Intercom and for downstream WFM and reporting tools.This enhancement would help teams:Improve real-time workload monitoring Better understand channel utilization in blended environments Increase reporting accuracy Make more informed staffing and intraday management decisionsFor organizations managing multiple support channels, having channel-specific active statuses would provide a much clearer picture of where agent capacity is being utilized at any given moment.Thanks for considering this feature request!

    0
    6 months ago
    Jennifer BedardActive User

    Include ticket attributes in workflowsSubmitted

    Right now, you can set / manage conversation data / attributes through ticket workflows, but you cannot do the same for ticket date / attributes. It would be helpful to support the same functionality for ticket data. For example, if a teammate changes a ticket state or certain filters apply to a ticket, it would be helpful to be able to set a ticket attribute.

    3
    6 months ago
    Waldine PardieuNew Participant

    RingtoneSubmitted

    Hello Team,Having different ringtones for incoming phone calls would be great . The notifications sounds can be changed but not the ringtone for phone. Maybe providing a few softer or upbeat options would be great.

    0
    6 months ago
    Jennifer BedardActive User

    Required Ticket AttributesReleased

    Similar to the existing functionality to require conversation attributes to be completed prior to closing a conversation, it would be helpful to require that certain ticket attributes be completed by teammates before a ticket is resolved or closed. We often utilize ticket attributes for reporting purposes and it would be helpful to be able to enforce certain attributes be completed by teammates prior to resolving/closing tickets rather than just at ticket creation. Conversation attribute:Ticket attributes: 

    4
    6 months ago
    YoeriNew Participant

    Critical Bug/Functional Flaw: Dynamic Table of Contents is broken by Intercom’s own SEO guidelinesSubmitted

    Intercom’s Help Center Table of Contents (ToC) is intended to provide a two-tier navigation structure. However, Intercom officially recommends avoiding <h1> tags in the article body for SEO reasons (to avoid multiple H1s on a page; the <header> tag is also read as <h1>). This recommendation creates a fundamental conflict: following your SEO advice effectively breaks the ToC, reducing it to a single, flat layer because it ignores <h3> and <h4>. This is not a "new feature" request; it is a functional misalignment that renders the "dynamic" ToC obsolete for any company following modern web standards. The Problem• The Conflict: The ToC only supports <h1> and <h2>. Since using <h1> in the body is discouraged, we are forced to use <h2> as the top level and <h3> for sub-sections. • The Result: Sub-sections (<h3>) are invisible in the ToC. The promised two-layer navigation is currently impossible to achieve without sabotaging our SEO. • Collapsible Sections: The title of a collapsible section is also ignored by the ToC, making long-form, organized content difficult to navigate. Proposed Solution: User-Configurable ToC LevelsTo resolve this, Intercom must allow users to define the hierarchy of their Table of Contents. This can be easily implemented in the Help Center settings with a simple toggle/checkbox system: Settings: Table of Contents HierarchySelect which header tags should be included in the dynamic Table of Contents:☐ H1 (Not recommended for SEO)☑︎ H2☑︎ H3☐ H4☑︎ Include Collapsible Section Titles (When assigned an included header tag)This solution allows customers to align their navigation with their specific SEO strategy and content structure. Why this is EssentialWe are currently forced to choose between search engine visibility and user experience (readability). As a premium platform, Intercom should not force its users into this trade-off. The current logic is outdated and contradicts your own technical advice. Conclusion & Required ActionThis issue should not be relegated to a "Product Wishlist" where it relies on popularity votes. It is a structural flaw in the Help Center’s architecture that prevents the software from functioning as intended.We expect this issue to be moved to the Product Roadmap as a priority fix to align the Help Center functionality with Intercom’s own SEO best practices.

    0
    6 months ago
    Alia ANew Participant

    Can change status’ from ‘Can manage teammates, seats and permissions’Submitted

    Right now, changing a teammate’s Away status requires the same permission that also grants access to manage teammate permissions and seats. This creates a security risk because it forces us to give broader access than needed.Please split this into a dedicated ‘change status only’ permission so we can allow Away status changes without exposing seat and permission management.

    0
    6 months ago
    Ashrith NanjappaNew Participant

    In-Chat Screen Capture & Recording IntegrationSubmitted

    Feature Request: In-Chat Screen Capture & Recording IntegrationWhat we need? We want to empower drivers to provide instant visual context during support sessions. The goal is to take the existing "Report an issue" logic currently found in the pre-login Help Center and embed it directly into the driver’s active chat interface. This creates a "show, don't tell" experience that saves time for both the driver and the support agent.How should it WorkPlease refer to the following step-by-step logic currently utilised in our login-screen Help Center: The Entry Point: Within the active chat window, a new "Screen Capture" icon is added to the input bar. The Modal Trigger: Tapping this icon opens a "Help Center" style overlay. This overlay should offer a clear "Report an issue (screen capture)" button, mirroring the current support UI. System Authorization: Once selected, the app triggers a system-level permission dialogue (e.g., "Start recording or casting with Bettermile?"). This ensures the driver is aware of the recording. Privacy Protection: The interface must display a clear disclaimer—as currently seen in the app—warning the driver that anything visible on their screen (passwords, messages, etc.) will be captured. Seamless Attachment: Upon clicking "Start" and completing the capture, the recording/screenshot should not just save to the device; it should automatically upload and send as a message directly into the current chat thread.

    0
    6 months ago
    Vincent MaltbyNew Participant

    Surface article history over the Intercom APISubmitted

    It would be beneficial for the article history to be able to be surfaced over the Intercom API.Specifically so that it is possible to report on when an article was updated and who updated the article.

    1
    6 months ago
    CurtNew Participant

    Add search_tickets to Intercom ConnectorSubmitted

    Using the Intercom Connector with Claude is great, but there’s no search_tickets which would be useful as the ticket feature has been out a while now.  Searching tickets by custom attributes would really be next level to deep dive into the data and tie it into other tools. 

    0
    6 months ago
    Laia PuigNew Participant

    Global sub-proceduresSubmitted

    ProblemWhen building procedures, groups of steps are often repeated both within a single procedure and across multiple procedures. While sub-procedures help reduce repetition, they are currently limited in scope to a single procedure. As a result, the same sets of steps must be duplicated and maintained across multiple procedures.ExampleIn e-commerce workflows, a common repeated task is retrieving the customer’s order reference:List customer orders Ask for clarification if multiple orders exist Identify the correct orderThis sequence is required in many order-related procedures. Any updates to this flow must be manually copied and applied everywhere it is used.Proposed SolutionIntroduce global, account-wide sub-procedures that:Can be reused across multiple proceduresCannot be executed directly by FinCan only be invoked from other procedures or sub-proceduresThis would function as a reusable workflow system for procedures, reducing duplication and simplifying maintenance.Thanks.

    0
    6 months ago
    Klaudia DjajalieNew Participant

    Use the latest attribute value for Copilot snippet and article matchingSubmitted

    At the moment, Copilot relies on the original attribute assigned to the ticket. Manually changing the attribute afterward does not have any effect.In Snippets, we assign a specific audience based on an attribute, and this attribute depends on where the customer contacts us from. When customers reach out through the in-app chat, everything works as expected. However, when they contact us via email or our company’s website chat, we’re unable to identify which brand they belong to. As a result, the correct audience is not applied, and the relevant Help Center articles are not used for their questions. I also tried manually updating the attribute after the ticket was created, but Copilot still does not recognize the change.

    1
    6 months ago
    Tyler SchowNew Participant

    Covert conversation monitoring for certain teammatesSubmitted

    Would it be possible to add a permission that allows certain users to view live conversations without triggering the “NAME is looking” indicator at the top of the conversation window? This could be useful to perform covert monitoring of how a conversation is handled by another teammate.

    0
    6 months ago
    SaraAnastácioNew Participant

    Automatically Assign Manually Created Chats/Emails to Inbox Instead of AgentSubmitted

    Currently, when an agent manually creates a new chat or email, the conversation is automatically assigned to the agent who created it. Our team workflow requires these conversations to be assigned to the Inbox instead so they can be triaged and handled by the next available team member.Right now, agents must manually unassign themselves and reassign the conversation to the Inbox every time they create a new chat or email. This adds extra steps to the process and creates the risk of conversations remaining assigned to the wrong person if the reassignment step is missed. We have reviewed the setting under Settings → Inbox → Assignments → General → Default assignee, but this setting only applies to incoming conversations and does not apply to chats or emails manually created by an agent. We also confirmed that this cannot currently be achieved via workflows. Suggested Improvement:Add an option that allows manually created chats and emails to be automatically assigned to the Inbox instead of the agent who created them.This would reduce manual steps for agents, improve team workflows, and ensure conversations are properly triaged through the Inbox rather than being assigned to an individual by default.

    0
    6 months ago
    Geoffrey Kiuna
    Geoffrey KiunaNew Participant

    Breaking into Customer Support - Help DeskSubmitted

    Hi everyone 👋I’m currently transitioning into customer support / help desk roles and learning how tools like Intercom are used in SaaS support environments.I’d appreciate any advice on how beginners can break into this field or what skills I should focus on. Thank you.

    0
    Geoffrey Kiuna
    6 months ago
    ssiglNew Participant

    Microsoft Teams Integration (functionality like Intercom's Slack integration)Submitted

    Intercom’s Slack integration allows to add intercom to channels shared with customers, which is great! It would be great to get a similar integration for Microsoft Teams.  When a business is servicing customers and partners via shared Microsoft Teams spaces, along with Slack channels, then it becomes a challenge - since the Microsoft Teams spaces become black holes of questions and support.

    3
    6 months ago
    kseniia.pichNew Participant

    “Has CSAT” filter for Monitors and Scorecard reportsSubmitted

    We need a way to include only conversations that received a CSAT rating during the selected period, so we can evaluate only the conversations that were actually rated. Right now, Monitors can include conversations that have no CSAT in the period (because they’re being included based on the customer’s most recent rating), which makes the Monitor and any attached scorecard unreliable for period-based evaluation.Justification: Monitor reports are already sensitive to how metrics are aggregated, so adding conversations that weren’t actually rated in the period makes it harder to trust the totals you’re reviewing. 

    0
    6 months ago
    Emanuel BritoActive User

    Side Conversation to Microsoft Teams contactsSubmitted

    Great for Microsoft shops that don’t want to pay extra for Slack.Also, this needs to be direct to user, not limited to Teams/Channels.

    0
    6 months ago
    Benjamin StuartNew Participant

    Add multilevel lists/dotpointsSubmitted

    At the moment i don’t think we can create dot-points like:This is the main bullet points This is the second tier dot point. It would just be a nice to have feature. 

    7
    6 months ago
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