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    3160 Ideas

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    Eric HandlerNew Participant

    Allow Command-K to pop the shortcuts quick selector even if focus is in the composerSubmitted

    This seemed to be the default behavior until recently but now it’s changed. As a power-user who relies heavily on keyboard shortcuts to move quickly through my queue of tickets, having to move the focus out of the composer slows me down.

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    Forum|Forum|7 months ago
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    ac_alohaNew Participant

    SLA timer should show date & time of when it expiresSubmitted

    Would like to have the SLA show exactly when the SLA expires. Right now, it’s only showing in days or hours -- it would be helpful if a hover over or something showed you exactly when the conversation was “due by”. This would be more clear instead of seeing the timer and then it starting to countdown when it’s already too close to expiring.

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    Sonal Raval
    Forum|Forum|7 months ago
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    Amber SavjaNew Participant

    Create a tag for customers who are using the app version of our productSubmitted

    I would like to create an attribute in Intercom that I can use to identify customers who are messaging us via the app version of our SaaS product and not our web portal so that I can tailor the Fin AI agent’s instructions to their device type.

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    Forum|Forum|7 months ago
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    Samuel BoylstonNew Participant

    em dash correction for AI ComposeSubmitted

    Hello Team,I submitted this as a question. Didn’t get any confirmation. So I’ll attempt to submit as a Idea.When using AI compose we are seeing em dashes inserted in the text responses generated as shown below. Example:"Thank you so much for sharing those examples—they're incredibly helpful!" Here’s another example “Absolutely! Could you please share the Fax example details with me? I can then open a new ticket for you. Alternatively, if you prefer, we can continue working within this current ticket—whichever works best for you.”Is it possible to remove these em dashes and replace them with periods? This would create a more natural tone. Em dashes are a dead giveaway that someone is using AI-generated responses. I think AI Compose is a wonderful feature, and with this quick fix, we can take the AI Intercom experience to the next level. Thank you for your consideration. 

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    Forum|Forum|7 months ago
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    Matthew NeeleyNew Participant

    Workflow that can update customer tickets when linked tracker tickets are updated.Submitted

    It would be massively beneficial to enable the ability to create a workflow that can update a customer ticket when a linked tracker ticket is updated. I spoke to Karsten about this in chat and was informed he would submit a feature request for this. 

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    Forum|Forum|7 months ago
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    Andrii MNew Participant

    Make a possiblity to dublicate a data connectorSubmitted

    When integrate something Intercom does not have we use many data connectors (especialy telegram integration with octopods api).Creating data connector from empty template takes too long.

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    Forum|Forum|7 months ago
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    Samuel BoylstonNew Participant

    Correct em dash usage in AI Compose generated responsesSubmitted

    Spoke with Fin. Got pointed me here.I wanted to submit a request to have em dash usage removed. For example in "Thank you so much for sharing those examples—they're incredibly helpful!" These response generated currently by AI Compose make it very obvious they have been generated by AI. I believe ChatGpt was able to update this recently. Which gave me the thought of seeing if we could get it corrected. I love AI Compose it’s a wonderful tool! Let’s take it to the next level.  Here’s some info I dug up. Learned something new.That dash is called an em dash.More specifically, in your sentence:“Thank you so much for sharing those examples—they’re incredibly helpful!”you’re using an em dash for a parenthetical break.Proper name Em dash (—) What it’s doing hereIt’s functioning like: a stronger comma, or a more conversational alternative to parentheses You could rewrite it as: With commas:“…those examples, they’re incredibly helpful.” (weaker) With parentheses:“…those examples (they’re incredibly helpful).” (more formal) The em dash adds emphasis and a natural spoken rhythm. How to remove it (practically)1. Replace em dashes with periodsThis is the fastest and cleanest fix.Before (AI-ish):Thank you so much for sharing those examples—they’re incredibly helpful!After (neutral):Thank you for sharing those examples. They are very helpful.This removes: Performative rhythm Spoken cadence Emphasis inflation

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    Forum|Forum|7 months ago
    JHarlowe
    JHarloweConnector

    Brand-Level Configuration for Conversation Reopen time frameSubmitted

     Problem StatementCurrently, when a customer replies to a closed conversation after seven days, the platform automatically creates a new conversation. While this is configurable to change from 7 days to another time frame. It is global and not configurable per brand. Our Services Team (Brand) conversations frequently resume weeks or even months later. A common example is a student following up to reschedule training or re-engage on a previously planned service. In these scenarios, the automatic creation of a new conversation fragments context, increases handling time, and requires agents to manually search historical threads to regain continuity. For other Brands other than the primary, there may be teams like Services or Training where maintaining a single, long-lived conversation thread materially improves clarity, efficiency, and customer experience. Current LimitationThe conversation reopen window is controlled by a global workspace setting. This creates a structural constraint where behavior optimized for one Brand cannot be differentiated from another Brand or other long-cycle engagement models. Proposed EnhancementIntroduce brand-level configurability for the closed-conversation reply window.Specifically: Allow the reopen window to be configured per brand, rather than globally Enable extension of the window beyond seven days, for example 90 days or longer Optionally allow the window to be disabled entirely so late replies continue in the original conversation  Business ImpactThis enhancement would: Preserve conversational context for long-running engagements Reduce agent effort and cognitive load caused by fragmented threads Improve internal efficiency and training delivery workflows Allow organizations to align Intercom behavior with multiple Brand engagement models within the same workspace  Strategic ValueAs customers increasingly use Intercom across Support, Services, Training, and Customer Success, brand-level configurability enables Intercom to better support differentiated operational models without compromise. This change would unlock greater platform flexibility while maintaining sensible defaults for Support-centric teams

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    JHarlowe
    Forum|Forum|7 months ago
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    Isaac Williams-MatiasNew Participant

    Enable Seat Type provisioning within SCIMSubmitted

    IdP SSO + SCIM should enable agents to be hands off with the onboarding/offboarding access management process. This one small feature prevents this being a hands off solution and retains the problems of manual access management - e.g. human error, false access and unnecessary tech debt that these integrations aim to solve. 

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    Forum|Forum|7 months ago
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    Megan WilliamsNew Participant

    Feature Request: Automation Trigger for Customer ResponsesSubmitted

    For tracking, reporting, and operational visibility, it would be extremely helpful to have an automation trigger specifically for when a customer responds to an existing conversation.Ideally, this trigger would support actions such as: Automatically applying tags when a customer replies Routing the conversation to a specific team or teammate Updating conversation attributes or statuses based on the response This would be especially valuable for teams managing shared inboxes or layered workflows, where customer replies often signal a need for re-engagement, escalation, or ownership changes. A dedicated “customer response” trigger would help ensure conversations don’t stall, improve accountability, and provide more accurate insight into response behavior and workload distribution.

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    Forum|Forum|7 months ago
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    JoanaViolanteNew Participant

    Possibility for links on post messages to be opened on the same page and not on a new tabSubmitted

    When using a link on posts/messages, all works fine, but when users click on the link, it opens on a new tab. Could it be possible to load on the same page the user is/be redirected, instead of opening a new tab?

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    Forum|Forum|7 months ago
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    David MartinNew Participant

    Opting out of follow-up emailsSubmitted

    We have a user who would like to opt of of the option to receive emails if they dont see the message within 5 minutes. We dont want to turn the feature off for everyone but would like to be able to let the customer opt out. 

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    Forum|Forum|7 months ago
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    R CNew Participant

    Embed Trails.so video into Intercom articleSubmitted

    We’d love to see the ability to embed a Trails.so video into Intercom articles. Trails is a training video and documentation creation tool, and a major use case is creating onboarding and help content. It would be a natural fit to allow these training videos to be integrated into an Intercom help desk. The proposed integration would allow the user to paste in a Trail link like this one: https://trails.so/t/P3tE780yYXFO?lang=en into the embed video field as such to embed the Trail’s video: 

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    Forum|Forum|7 months ago
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    Jon CawsNew Participant

    Control App notifications outside working hoursSubmitted

    In the mobile App, I’d really like the option to suppress notifications outside working hours so that I’m not hearing the phone go off with support requests at any hour of the night and day, but at the moment this would mean going Settings > Notifications and toggling everything on/off at the start/end of each day.  

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    Forum|Forum|7 months ago
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    Ana BahrConnector

    Branching/merging or ability to maintain more than one draft of an articleSubmitted

    When working in the Help Center it would be helpful to be able to branch an article or to have multiple draft versions of an article. My Dev team works on many features simultaneously and sometimes those changes affect a single document but the features are released at different times. In those cases I need the published version of Doc A, Draft version 1 for feature 1, and Draft Version 2 for feature 2. Those articles may sit in a draft version for weeks or months. Now I have to create a fake unpublished article for each scenario, then copy/paste the contents back to the published article as the features are released. 

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    Forum|Forum|7 months ago
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    Ana BahrConnector

    Snippets or reusable textSubmitted

    In our help center, we often have bulleted lists, numbered lists, callouts, and sections that repeat in multiple articles. It would be helpful to have a repository of text components that can be reused as needed. If an update is made to the component in the repository, it is pushed out to all occurrences of the component in the articles where it is inserted.For example, say I have the following note: Note: You must include the following IP address in your allow list to download reports: 127.0.0.1I need to insert that note into 10 different articles about reports. I would create a reusable component containing the note and then insert that component into each article as needed. Say that the IP address changes after a few months. I should be able to edit the IP address in the stored component and have the updated note with the new IP address display in all 10 articles.  

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    Forum|Forum|7 months ago
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    Ana BahrConnector

    Variables for product and feature names in the Help CenterSubmitted

    When I am writing help center articles, there are many feature and product names that I would like to enter into the text as variables. By using a separate variable to store each name, if the name of a feature or product changes in the future, I can update the variable's value and have it reflect the change everywhere the variable is used. In a quickly changing tech world, this can be a huge time-saver. 

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    Forum|Forum|7 months ago
    Michael Stephenson
    Michael StephensonNew Participant

    Help Center Styling: Content Section CustomizationSubmitted

    I am interested in more dynamic ways to customize the 'content section' of our help center beyond the current capabilities. Specifically, I would like to suggest the following enhancements:Advanced Banner/Graphic Integration While I appreciate the ability to add a background image, I find it lacks the flexibility needed to effectively use banners or graphics as calls-to-action. These CTAs could be extremely helpful for promoting new features or directing traffic to specific content collections (especially for those who may not use the News Center).  Enhanced Text Editing and Formatting The current text editing and formatting tools are somewhat restrictive, limiting our ability to tailor content presentation to our needs. I suggest expanding the text editing toolkit to include more robust formatting options. Additionally, the ability to insert custom HTML code blocks would offer the flexibility needed to create a more personalized and engaging content section.

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    Forum|Forum|7 months ago
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    Chris AnnicellaConnector

    Option to move "Open in Help Center" to top of Articles in MessengerSubmitted

    The current behavior: When viewing a Help Center article inside the Messenger, the "Open in Help Center" link — which opens the article in a full browser tab — appears only at the very bottom of the article (screenshot below). The problem: The users who most want to open an article in the full Help Center are the ones reading long articles — the Messenger pane is narrow, so long articles mean cramped screenshots, a squeezed table of contents, and a lot of scrolling. But to discover the "Open in Help Center" option, those users have to scroll through the entire article first. The link's placement is backwards relative to the people who need it: by the time they find it, they've already done the cramped reading it was meant to save them from.The request: Show "Open in Help Center" at the top of the article as well — near or just below the article title (mockup below) — or give us a setting to choose its placement (top, bottom, or both). Keeping the bottom link is fine; readers who finish an article sometimes want the full URL to share or bookmark. The ask is simply that the option also be visible before someone commits to reading the whole article in the pane.  A lightweight alternative: even a small "open in new tab" icon in the Messenger article header would solve this without adding a text link that pushes content down — whichever fits the Messenger design best.The payoff: users who prefer full-width reading get there in one click instead of after a full scroll, and long-form documentation becomes genuinely usable from the Messenger. Thanks for considering!

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    Forum|Forum|7 months ago
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    Kate from PRNew Participant

    Collapsible TOC at the top of an articleSubmitted

    As you may know, the collapsible table of contents functionality is specific to articles viewed in the Messenger chat window. When viewing one in a messenger chat the TOC is at the top. For the regular desktop Help Center view, the table of contents appears to the right. I understand that having collapsible sections in the article is an alternative, but it is a bit different. Plus, creating collapsible sections is pretty difficult/glitchy/not intuitive. Having the table of contents at the top right is good, not bad, but to my taste having it at the top center being collapsible is better. It would provide a cleaner, more focused experience similar to what you see in the Messenger view.

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    Forum|Forum|7 months ago
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    timbarrettoNew Participant

    Support region-specific language codes (e.g. fr-CA, en-CA) for language overridesSubmitted

    Hi team,We ran into a limitation with language overrides and wanted to raise it here.Right now, region-specific language codes like Canadian French (fr-CA) and Canadian English (en-CA) aren’t supported. That makes things tricky for teams working across regions where the same base language is used, but spelling, terminology, or legal wording differs by country.While this came up for us in a Canadian context, the same pattern applies to other locale-based language variants as well.Supporting full locale codes would make localisation more accurate and reduce the need for workarounds or duplicated content. Most internationalisation standards already rely on language + region combinations, so it would be great to see Intercom support them for overrides too.Posting this to see if others have run into the same issue — upvotes welcome if this would be useful for your team.

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    Forum|Forum|7 months ago
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    Ryan WinklerNew Participant

    Fin AI: run a durable backfill job across existing tickets + conversations (no open/close workaround)Submitted

    Everyone is just getting onto AI and starting to understand Fin and what it can do. But the reality is: most teams are sitting on a mountain of dirty, unstructured historical data. That blocks us from using our own history for trend analysis, routing, automation, and learning loops in any meaningful way. Intercom already shows the pattern works: Topics Explorer retroactively assigns topics/subtopics via a “backfilling” step (currently described as the last 90 days) and then does daily inference on recently closed items. That’s the right idea — now we need it beyond topics, and we need it for tickets and conversations as a first-class capability.  What I’m asking for Give us the ability to run a durable, resumable backfill job on existing tickets and conversations that re-runs Fin AI classification/enrichment and writes results back to our chosen fields/attributes — without requiring us to open/close every ticket. This should feel like a real platform primitive:  “Re-run Fin classification on dataset X” “Apply current labeling logic to historical items” “Populate ticket + conversation attributes consistently”   Why product leadership should care This isn’t a “nice-to-have automation.” It’s foundational for making Fin real at scale:  Data integrity & reporting If only net-new items are enriched, every metric you show to customers is biased toward “post-AI era” data and hides the baseline. That makes it harder to prove impact, especially as you expand Fin AI Agent reporting metrics/attributes and reporting labels.  (And yes — this ties directly to the discussion I already raised in my Fin thread replying to the upcoming reporting-labels/metrics work.) Customer journey intelligence Teams want to map the full journey: pre-sales → onboarding → incidents → renewals. If history is unstructured, journey analytics stays cosmetic. Fin gets smarter when customers can iterate Intercom is actively enabling customers to improve Fin with “content from conversations.”  Backfilling is the missing partner to that: as customers refine knowledge and classification, we should be able to re-run enrichment over history to validate improvements against real volume. Outbound + automation is about to create even more data You’re already pushing Fin deeper into outbound follow-ups. Great.  But if we can’t retroactively structure historical data, outbound-driven automation will widen the “old data vs new data” gap and make reporting/segmentation messier over time.   “This already exists… just not where it needs to” Intercom has job-style infrastructure for exporting data (including date-range export jobs, with concurrency limits). So this request is straightforward conceptually: a managed backfill job, except it writes back Fin-derived fields rather than just exporting raw records. Also: Intercom notes bulk exports for conversation content are API-driven and time-bounded (and UI bulk export isn’t available). That’s exactly why this should be a first-class back-end job with safe controls, not a hacky “open/close everything” workflow.  Trust, privacy, and “don’t make me create a compliance incident” If you ship backfill, it should be designed like a serious platform feature with guardrails:  Scoped access controls (who can run it, which inboxes, which time ranges). Audit logs (who ran what, when, what changed). No customer re-notifications (analysis + field updates only). Data minimization (store only needed derived labels; don’t replicate raw content). Resumable, idempotent processing (safe restarts; deterministic outputs).  And this is where it gets bigger than “support ops”: backfill can become a trust & safety accelerator if it supports sensitive information classification and remediation workflows. Intercom already has security features like PAN redaction. A backfill pipeline could optionally scan historical  conversations/tickets for sensitive categories and support governance controls (e.g., classify → restrict → redact → retain evidence). This matters because customers are dealing with real legal obligations, including:  GDPR DSAR / portability / erasure workflows (exports + deletion expectations).  DMCA / legal takedown style requests (content traceability + audit). CSAM and other illegal-content reporting requirements (classification, quarantine, strict access, audit trails).  If you want to be the AI-first customer comms platform, you can’t ignore that “AI over historic data” intersects with compliance and safety — and doing it deliberately is a competitive advantage.  Minimum viable requirements  Background job + progress + completion summary (counts, failures). Scope filters: inbox/team, date range, open/closed, tags/attributes, ticket types. Choose outputs: conversation attributes, ticket attributes, selected fields. Idempotent + resumable + rate-limited. Clear “no customer impact” guarantee (no state changes, no outbound triggers). Optional: dry-run sampling + estimated impact.   User interview I want to talk to the team building this. I’m in Dublin, Ireland, and happy to do a user interview (also happy to meet anyone in Dublin). If helpful, I can share the volume we’re dealing with, the exact attributes/labels we want to backfill, and the reporting gaps this would close.

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    Forum|Forum|7 months ago
    Henrik R
    Henrik RActive User

    Customizable Workflow Messages Including Expected Reply TimeSubmitted

    I have a request regarding better customization of messages in workflows. Specifically, I would like to be able to insert “Show expected reply time” within a custom message, instead of it being sent as a standalone response.This would be useful for customers who email us, as it would reduce the need for multiple automatic replies.The “Show expected reply time” feature is very useful, and since it is dynamic and pulls opening hours from the settings, it is important that this functionality remains. However, it would be valuable to be able to combine it with additional information in the same email—such as a signature, links to manuals, or other helpful content.This would make the automated response clearer, more complete, and more user-friendly.For your information, it appears that in Intercom’s current behavior, if both “Show expected reply time” and a reply message are triggered at the same time for an email, the dynamic “Show expected reply time” message is skipped, and only the reply message is sent.This means that when a custom response is configured, the customer does not receive the expected reply time information, even though it is enabled.

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    Henrik R
    Forum|Forum|7 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Workflow that checks when a teammate is assignedSubmitted

    It would be nice to be able to start a workflow and perform some actions when a teammate is assigned.In our case we would like to automatically set the ticket state from Submitted to In Progress when a teammate is assigned.

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    Forum|Forum|7 months ago
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    Ella JamesNew Participant

    "New Conversation/Live Chat" ButtonSubmitted

    Hello! It would be AMAZING if there was a better notification option for when a conversation or a live chat pops into your team inbox. E.g., We have a team inbox called “Support Live Chats’. Our team has Chat First Response Time goals and it’s difficult to be watching the inbox 24/7 to see if a chat enters. The notification options aren’t the best for chats - especially when you have a goal to respond to the chat in 1-2 minutes. You can’t even specify notifications for a specific team inbox. It would be great if you could select notifications for specific team inboxes. Or even if there was a button that would flash when a live chat came in.

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    Forum|Forum|7 months ago

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