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    3160 Ideas

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    mmajorNew Participant

    Update verbiage for Salesforce syncSubmitted

    When using the Salesforce/Intercom sync, it shows when it was last synced. There is no indication as to what data that entails. I was alarmed when initially viewing this page, as I thought our sync was broken since it showed the last sync was 2 months ago. After working with another team to test, the sync is working fine. The “last synced” refers to a bulk sync, and nothing else. The product should be updated to inform users that data point is only for bulk syncing. 

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    Forum|Forum|7 months ago
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    DuncanNew Participant

    Microsoft Requirement - Blocking IntercomSubmitted

    Microsoft has stopped our app from publishing in the store because of this condition:Products that contain generative AI must provide a means for users to report inappropriate content generated by the AI. Please update the product to include this feature.We integrate our support chat into our app, and you're going to have this issue with your other customers soon, so I would recommend adding that button when you get a chance.

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    Forum|Forum|7 months ago
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    Lizzie HolmesNew Participant

    Preserve markdown formatting in tickets (Ticketing API)Submitted

    Intercom tickets created via the Ticketing API are stripping markdown formatting from submitted content, including line breaks, lists, and code blocks. As a result, structured technical messages become difficult or impractical to read, particularly when reviewing code. This issue has been raised by multiple users on our side and materially affects support workflows for technical teams. This affects 60% of our customer interactions.

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    Forum|Forum|7 months ago
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    Jill BraggConnector

    Not Able to Copy/Save to PDF on Long Side Conversation ThreadsSubmitted

    Currently, there’s no way to download/export a side conversation. As a workaround, I tried copying the whole side conversation thread & then saving it as a PDF. However, that doesn’t seem to work on longer threads. Only 4 or 5 of the replies in the thread actually get copied into the PDF. We’ve tested on Mac & Windows, & the behavior is the same. We’ve also tried pasting the copied thread to Google & Word docs, but it still behaves the same way.At the very least, we need this functionality fixed so that we’re able to copy & save longer side conversation threads to a PDF. In addition to this, we need the dates and times of each reply to be shown in the PDF. Ideally though, we need a way to export side conversations.

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    Forum|Forum|7 months ago
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    Rebecca SmithNew Participant

    Team inbox assigned conversationsSubmitted

    At the moment it’s not possible to view all conversations in the Team inbox. Once the conversation is assigned to a teammate it disappears out the main inbox.This isn’t particularly helpful when the whole team needs to see and respond to conversations which aren’t assigned to them specifically.It would be much better if you could view the assigned conversations in the Team inboxes, similar to how the "All" inbox works.

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    Forum|Forum|7 months ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Add Workflow Path Tracking for TroubleshootingSubmitted

    Current workflow troubleshooting only shows main workflows (not reusable ones) and whether a workflow was triggered, not the specific path taken.When multiple branches lead to the same outcome, we must manually examine user data and guess which route was taken. This is time-consuming and error-prone.Full path tracking would show the exact sequence of steps across all workflows, enabling faster, more accurate troubleshooting.

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    Nurit
    Innovator ✨
    Forum|Forum|7 months ago
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    Max from MomandaNew Participant

    AI-powered conversation routing before Fin responds (Multi-Brand support)Submitted

    We operate as an agency and handle support for multiple brands. Each brand has its own inbox and Fin setup with brand-specific knowledge and tone.The problem:Sometimes customers send emails directly to our agency email address, even though their request relates to one of our brands. Currently, there's no way to have Fin analyze and categorize the conversation first, route it to the correct brand inbox, and then let that brand's Fin respond.Current limitations:Fin Attributes are only assigned at the end of a conversation or as part of escalation rules – not before Fin responds Using message content filters isn't practical because inquiries are too varied and individual Manual routing defeats the purpose of automationDesired workflow:Email arrives in agency inbox AI analyzes the conversation and identifies which brand it relates to Conversation is automatically moved to the correct brand inbox That brand's Fin setup handles the responseRequest:Please add:The ability to use AI-based classification to route conversations to the correct inbox before Fin responds The option for Fin to respond to moved/rerouted conversations without requiring the customer to send a new messageAs of right now, even if we manually move a conversation, Fin cannot respond to it – the customer would have to reach out again. This makes multi-brand support impractical.

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    Forum|Forum|7 months ago
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    Max from MomandaNew Participant

    Support for array/list parameters in MCP tool inputs for Fin AISubmitted

    We want to connect Fin to our ClickUp workspace via MCP to give it access to our internal knowledge base (Docs/Wiki). This would significantly reduce manual work and improve our resolution rate.However, we've hit a blocker: MCP tools that require array parameters as input are not displayed at all in Fin's tool selection. They are completely unavailable.Specific example:The ClickUp MCP tool get_document_pages expects a page_ids parameter as an array of strings (e.g., ["page_1", "page_2"]). This tool doesn't appear in Fin's available tools list because of the array requirement.Workaround attempted:We tried building a custom API integration, but it doesn't work reliably and requires ongoing maintenance.Request:Please add support for array/list parameters in MCP tool inputs so these tools become available to Fin.

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    Forum|Forum|7 months ago
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    Hannah JoyNew Participant

    Feature request: Responsive banner chart textSubmitted

    ProblemBanner chart text doesn’t currently reflow “intelligently” when the chart type sizing or display dimensions change.As a result: Words can be broken/cut mid-word Paragraph breaks (entered via “Enter” / hard returns) aren’t reliably preserved in the rendered output Requested behaviourWhen the banner chart is resized (or displayed at different dimensions), text should: Reflow responsively with the available space (wrap/resize/truncate as appropriate) Never split words across lines (wrap at word boundaries) Honour paragraph breaks so intended spacing/structure is preserved

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    Forum|Forum|7 months ago
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    Shannon MurdochNew Participant

    Allow users to customize mobile app badge count (unread vs total conversations)Submitted

     Currently, the Intercom mobile app badge shows the total number of conversations, even when they're all answered. This makes the badge less useful for identifying what actually needs attention.Requested Feature:Add a setting that lets users choose what the app badge represents:Unread conversations only (preferred) Total conversations (current behavior)Why this matters:The badge should help users quickly identify when they have messages that need responses. Showing answered conversations makes it harder to spot genuine unread items that require action.Technical note:The mobile SDKs already support unread conversation counts, so the functionality exists - we just need user control over how it's displayed in the badge.This would make the mobile experience much more practical for staying on top of customer communications.

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    Forum|Forum|7 months ago
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    Stephen BeiterNew Participant

    Ability to use markdown in article editorSubmitted

    I’m sure this has been requested in the past, but I would like to bring it back up. As AI becomes more integrated into content creation workflows, the ability to use markdown to ensure consistent formatting across platforms and spaces becomes increasingly necessary. Please add full support for markdown in the article editor. Thank you!

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    Forum|Forum|7 months ago
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    Stephen BeiterNew Participant

    Ability to remove the author and timestamp from articlesSubmitted

    Hi everyone!I would like to request the ability to remove the author and timestamp from the top of the articles. As products age, articles may remain perfectly accurate and relevant, but may appear to be outdated if written by a former employee or several years ago. I would like to not need to be editing and updating perfectly good articles regularly for no reason other than to update the author and/or timestamp. Thank you!

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    Forum|Forum|7 months ago
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    Green Filing MarketingNew Participant

    Add Mobile Carousel feature to EmailSubmitted

    know we can insert a photo, and we have the multiple columns option. However, I would love the option of a carousel to provide more information while keeping the email tidy. Thanks for considering.

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    Forum|Forum|7 months ago
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    SaraAnastácioNew Participant

    Option to not send automated message when creating ticketsSubmitted

    When converting a chat into a ticket, we can configure the ticket to send an automated message to the customer as part of the workflow. While this is useful in many cases, there are situations where we may want to create the ticket without sending that automated message. It would be very helpful to have an option to override or suppress the automated message at the moment of conversion, without needing to disable the workflow entirely. Why this is needed: Some chats are converted into tickets for internal tracking or escalation, but do not require immediate customer communication. In certain cases, the automated message can be confusing or premature, especially if the ticket is still being reviewed internally. Disabling the workflow altogether is not practical, as the automated message is still needed in most scenarios. Suggested solutions: A checkbox when converting a chat to a ticket (e.g. “Do not send automated message”) A per-conversion override option, even when a workflow is active Workflow logic that allows the automated message to be skipped based on conditions or agent choice This would give support teams more flexibility while preserving the benefits of automated workflows.

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    Forum|Forum|7 months ago
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    LuafdinizNew Participant

    Add "When ticket/conversation is unsnoozed" as a workflow triggerSubmitted

    Currently, workflows can trigger when tickets are created or when states change, but there's no trigger for when a snoozed ticket/conversation automatically unsnoozes after its snooze period ends.This would enable automating actions like auto-closing tickets that remain unresponded to after the snooze period, without keeping them cluttering inboxes during the wait time. The trigger would allow workflows to detect when items return from snooze status and take appropriate actions based on tags, time elapsed, or other conditions.This would complement existing snooze actions and wait functionality by providing the missing piece for post-snooze automation.

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    Forum|Forum|7 months ago
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    Erin from HallowNew Participant

    Expiration or Reminder Feature for Temporary ContentSubmitted

    I'd love a better solution for temporary content. I find myself hating publishing snippets or macros that I know are only relevant for a month but there's no way to set a reminder or expiration date. If there were that would be amazing! My current workaround is to label it TEMPORARY or include a date in the title and set a reminder in my calendar, but it would be ideal if I could set it to un-publish or archive or something after a certain period. 

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    Forum|Forum|7 months ago
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    Dallan KoyleActive User

    Allow Back office tickets to be shared with customers after ticket creationSubmitted

    Back office tickets can be shared with customers. But what you cannot do is create a back office ticket, allow the team to look at or work on the ticket and THEN share the ticket with the customer: Please make it so that a back office ticket can be share with the customer when the agent determines the time is right even after the ticket has been created.

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    Forum|Forum|7 months ago
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    Dallan KoyleActive User

    Enable workflow triggers based off of Ticket AttributeSubmitted

    Please enable work flows based off of Ticket Attributes. For example. I need the ability to trigger a work flow to send a pre-define text AND change the status when I mark a Boolean titled “Driver List Uploaded” from False to True.What I want is to send the customer a text indicating this step is complete and to change the status from “In Progress” to “Ready To Go Live”. 

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    Forum|Forum|7 months ago
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    FERNANDO RODRIGUEZNew Participant

    Integration with Exchange OnlineSubmitted

    It is necessary that Intercom can connect directly to Exchange Online, because this is better for us to keep the emails in the original mailbox.

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    Forum|Forum|7 months ago
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    Dallan KoyleActive User

    Workflow dependent on Ticket State change From>ToSubmitted

    I need the ability to trigger a work flow based on what the status of the ticket changed from and what it changed to. For example, when an agent changes the status of the back office ticket ticket from "Submitted" to "In progress" we could create a workflow that started a "customer conversation" where Intercom automatically sends a text/email/message to the right person with a predefined message. Another Example:When the status of an onboarding ticket changes from “In Progress” to “Completed” Intercom would automatically create a Customer handoff ticket and assign the ticket to the Account Manager, and send out automated message to the customer introducing them to their new account manager.“if teammate changes the state of a ticket” is too generic. We need the ability to choose what it changes from and what it changes do…. THEN trigger workflows based off of this change.  My if statement would look like this “If ticket type = “Fleet Onboarding Ticket” and Ticket state changes from “Submitted” to “In Progress”, Send pre-defined Text Message to Account Owner. Or If Ticket Type = “Fleet Onboarding Ticket” and Ticket State changes from “In Progress” to “Completed” change create a new “Customer Hand Off” ticket, assign that ticket to Agent and Text customer with pre-defined introduction text.

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    Forum|Forum|7 months ago
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    Robin SchipperNew Participant

    Feature Request - Improve UI clarity for Fin Identity limitations in email channelSubmitted

     Currently, when setting up custom Fin identities for multiple brands, it's not clear in the user interface that these identities only work in Messenger and not in email channels. This leads to confusion when users expect their brand-specific Fin avatars and names to appear in email interactions, but they don't.Suggested improvement:Add clear indicators in the Fin Identity setup interface that specify:"Custom identities apply to Messenger only" "Email support planned for future release" Visual badges or tooltips explaining channel limitationsThis would prevent users from having to discover these limitations through trial and error, improving the overall user experience and reducing support inquirie

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    Forum|Forum|7 months ago
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    Info wflowNew Participant

    Slovakia language support for articlesSubmitted

    Hello, it would be beneficial to include Slovak as a language option for the help center. I also find it puzzling why there isn't support for all languages at the help center level. While I don't require other parts of Intercom to support the language, I would like to provide articles in the native language.

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    Forum|Forum|7 months ago
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    Robin SchipperNew Participant

    Clear UI indication for Fin Identity limitations in test workspacesSubmitted

    Currently, users cannot modify Fin's identity settings in [TEST] workspaces, but this isn't indicated anywhere in the interface. This creates confusion when users attempt to change these settings.Proposed solution:Add a clear notification in Fin identity settings indicating this feature isn't available for test workspaces Show a tooltip or banner explaining why this limitation exists Direct users to the production environment for configuring these settingsBenefits:Prevents user confusion Saves time through clear communication Improves user experience

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    Forum|Forum|7 months ago
    aestandante
    aestandanteNew Participant

    Fin AI GuidanceSubmitted

    To be able to move a guidance to another guidance category without deleting – something like dragging it to another guidance category.

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    aestandante
    Forum|Forum|7 months ago
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    blessingmajolaNew Participant

    More Customization to the collection list pageSubmitted

    Currently you can style collections as cards in the hjome page but one you click on a collection it shows the sub collections as lists. it would be great to be able to also display the sub collections as cards as well to reduce the scrolling users have to do. for examplehome page→ Get Started, Knowledge Articles (can be displayed as cardsUser clicks knowledge Articles → Books (lists articles), Projects (lists articles), Catalog (lists articles), user must scroll down to find catalog. it would be great if Books, Projects, Catalog etc could be cards to reduce need for scrolling. please see attached examples from https://support.monday.com/hc/en-us 

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    Forum|Forum|7 months ago

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