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    Idea Pipeline

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    3160 Ideas

    K
    Karyna KuznietsovaNew Participant

    Quick actions for list of emails that had issues with email delivery in outboundSubmitted

    When sending emails in bulk, there’s always a portion of emails that get hard bounce or some other issue. Now, there’s no possibility for me to act quickly, e.g., archive contact with hard bounce. Instead I need to go one email by one. When the volume is big, this becomes very problematic. 

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    K
    Forum|Forum|7 months ago
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    Neil McGrathNew Participant

    Undo feature in the knowledge article editorSubmitted

    The knowledge editor needs to have an undo feature so if you make a mistake you can revert back to the previous version of the article.

    3
    Nathan Sudds
    Forum|Forum|7 months ago
    V
    ViktoriaNew Participant

    Ability to switch teammate identities and 'reply from' a different teammateSubmitted

    I’m handling support requests as one person and need to reply as different "teammates" to create different identities for escalation purposes. I want a consistent "general support" face for initial customer interactions, but need the ability to escalate to specialized teammates when necessary.The challenge is that I don't want to constantly log in and out of different accounts to switch identities. I’m looking for a feature that would let me select which teammate identity to reply as from a single login session.Currently, Intercom doesn't offer this functionality - each reply is tied to whoever is logged in, and there's no dropdown to switch teammate identities within one session. The only workaround is sharing login credentials for different teammate accounts and logging in/out as needed which is difficult and clunky. 

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    Forum|Forum|7 months ago
    aestandante
    aestandanteNew Participant

    Snippet Creation via Inbox with Folder and Tag setupSubmitted

    Would it be possible to add some settings when creating a new snippet via “Inbox > Improve this answer” more like what folder it should be and what tags it can have?   

    0
    aestandante
    Forum|Forum|7 months ago
    aestandante
    aestandanteNew Participant

    Export conversation with chat eventsSubmitted

    Would it be possible to have another chat export feature wherein chat events are visible?

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    aestandante
    Forum|Forum|7 months ago
    J
    Julian MarconNew Participant

    Folders of conversationSubmitted

    Hi,I currently have a number of conversations in my inbox, all of which are still open and actively being worked on. Some of them are related to each other though so I'd love a way to group these together so my inbox is better organized. Basically folders of conversations within my inbox.Thanks,Julian

    1
    Paul D
    Forum|Forum|7 months ago
    J
    Julian MarconNew Participant

    Conversation folders in the inboxSubmitted

    In my inbox, I have multiple conversations that are still open and relevant, and relate to the same topic. I don't want to close them until they're actually resolved but, in the meantime, they're kinda polluting my inbox. It would be greats if I could create folders of conversations in the inbox.

    1
    Paul D
    Forum|Forum|7 months ago
    J
    JessicaKNew Participant

    Enhance Customization for Email (Inbox) NotificationsSubmitted

    Hi Team,we’ve enabled email notifications so our customers can receive updates on new messages. However, the current email template looks a bit spam-like (customer feedback) and offers very limited customization. It would be extremely helpful if we could personalize or style these emails further, especially: Ability to customize the footer (the auto-inserted logo and name currently look unprofessional) Ability to adjust the subject line and email content Ability to edit the “from” name Thanks a lot for considering this!  

    1
    Paul D
    Forum|Forum|7 months ago
    I
    Ivan DorianNew Participant

    More colors to calloutsSubmitted

    Hi there,I create articles and was wondering if more color options could be added to callouts. I use callouts to separate sections, as I find it makes the content easier to read. However, the available colors do not match the brand’s colors. Would love to see more options!  

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    L
    Forum|Forum|7 months ago
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    Naomi HenochNew Participant

    Customize callout callout colors?Submitted

    Hi, I would like of course much more customization in the article body of the help center (markdown, html etc.) but also, could we customize the callout colors throughout the help center so that they could be for example product colors? 

    2
    L
    Forum|Forum|7 months ago
    G
    greg-fleetlaneNew Participant

    Exclusion pattern for PAN redactionSubmitted

    A lot of our dealings with our customer involve IMEI-SV, an International Mobile Equipment Identity with Software version. This number is expected to be 16 digits long, exactly like PANs.Since we are also dealing with customer credit cards, we recently decided to enable the PAN redaction feature.We saw that most of our IMEI-SV numbers were redacted, rendering our teams work more difficult, which lead us to disable the feature.We think PAN redaction is useful feature, but would love to see a way to customize it to prevent false-positives.Depending how this is implemented on the intercom-side of things, it would be interesting to have way to exclude certain patterns. IMEI, and their -SV variants, start with 8 digits which represent a model/origin which is known to us and could easily be added to an exclusion list, preventing redaction.

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    G
    Forum|Forum|7 months ago
    S
    SowjenyaActive User

    Options to arrange subcollections in columnsSubmitted

    Right now, we can only customize the collections in the homepage and cannot customize the sub collections or level-2 collections we create inside a collection. This makes the content too long to scroll. It would be great if we get some options to customize the collections within a collection as well.

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    S
    Forum|Forum|7 months ago
    A
    Ashley WareNew Participant

    Help Center Homepage CustomizationSubmitted

    I would love to be able to customize the homepage a bit more. we have a lot of collections, and it looks cluttered. would love to be able to choose which ones appear in the collections section and then have others accessible some other way - maybe a nav bar or as a link in the header

    1
    S
    Forum|Forum|7 months ago
    V
    Vanu6New Participant

    Notes in Side barSubmitted

    In long or complex conversations, important internal context often gets added as internal notes in the conversation feed. Because notes can’t be edited and live inline with messages, they easily get buried by back-and-forth, making it hard for agents (especially during handoffs) to quickly understand the current state of a ticket.It would be very helpful to have ticket-specific internal notes that live in the left sidebar, similar to conversation or ticket attributes, but designed for longer free-text content. These notes should be editable, persistent, and separate from the conversation timeline, so they can act as a “living summary” or source of truth for the ticket without adding noise to the feed.This would greatly improve context retention, handoffs, and agent efficiency for long-running or complex tickets, especially in B2B support workflows.

    1
    S
    Forum|Forum|7 months ago
    C
    Christina ChoeNew Participant

    Filter by Assignee, Status, Team and TagsSubmitted

    The table layout is great but the ability to sort and filter columns is very limited. 

    1
    Sonal Raval
    Forum|Forum|7 months ago
    D
    Daniel_New Participant

    Allow Fin to end conversations on its own if unsafe, unrelated or from illegal content.Submitted

    In case a user is repeatedly engaging with Fin on forbidden content, Fin should be able to end the chat on its own if company guidelines let it.

    0
    D
    Forum|Forum|7 months ago
    M
    Employee
    Mary Kate DurkinEmployee

    summary of all a customers recent conversationsSubmitted

    At the top of the new conversation a summary generated by AI that says “this client has recently messaged us about XYZ, and also reported bugs ABC in the last 2 weeks” Giving more context on customer’s past interactions so that we reduce being repetitive 

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    Employee
    Forum|Forum|7 months ago
    N
    Nicole Thornhill [they/she]New Participant

    Potential Bug, N-Names that trigger new case shortcut and you lose that whole back office ticketSubmitted

    Potential Bug Report--For months, I've been experiencing an issue with the Back Office tickets system. We have a name section in the back office ticket. It comes after the bulk of the data, so if you're doing this in order, you've grabbed links, added lots of context. Then you go down to the name. If you're lucky enough to have your name start with an "N," the shortcuts will trigger a new case and you lose all that case data and research you just put into that consult. I did verify with some of my other 'N'-named colleagues. I know if obviously effects a fraction of a fraction of users, but wanted to surface it as an issue for your teams to look into!

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

    Add different views permissionsSubmitted

    Separate views manage permissions for private and public views. Teammates should be able to add private views and pin public views but not delete or edit public views.In the meantime, adding view management to the activity logs would be helpful.

    2
    R
    Forum|Forum|7 months ago
    A
    Alpha Puesto de BolsaNew Participant

    Customize Fin follow upsSubmitted

    We would like to:Allow customization of time interval and frequency/amount of follow-ups Fin can send Allow customization of time to automatic close if client does not respond Why are we requesting this? (real scenario below)Fin followed up after 1 minute without a response Fin then followed up again, 4 minutes after the first follow-up The way Fin followed up (phrasing) was quite intense 10 minutes after the second follow-up, Fin closed the conversation without letting the user answer

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    A
    Forum|Forum|7 months ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Active Status VisibilitySubmitted

    It would be nice to have an indicator on the browser tab that changes when the agent’s activity status changes. Initial thought is to have a green dot for active, and a yellow dot for away, just like what is seen in the product.This can be helpful when agents have multiple tabs open in the browser. 

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    Aiden Taylor
    Forum|Forum|7 months ago
    D
    DebraNew Participant

    Global timeframe filter override for reportsSubmitted

    In the legacy reporting experience, reports adapted dynamically to the selected timeframe (e.g. hourly for “today,” daily for “past week”). In the new reporting system, each chart has its own fixed visualization granularity (hourly / daily / weekly / monthly). While report-level date filters do override the date range, they don’t override the visual breakdown. This makes it difficult to analyze data across different timeframes. Pain point To view the same report hourly vs daily vs weekly, I have to manually edit each chart one by one. If a report has many charts, this becomes time-consuming (and error-prone). Switching back and forth (e.g. hourly → daily → weekly) requires repeating the process every time. Report-level date filters change which data is shown, but not how it’s grouped, which often leads to less useful views.   Requested featureAdd a global timeframe / granularity filter at the report level that: Overrides the visualization granularity of all charts in the report Allows quick switching between hourly, daily, weekly, and monthly views (Optional) Includes an “Auto” mode that adapts granularity based on the selected date range (similar to legacy reports)

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    Forum|Forum|7 months ago
    E
    Eric WrightNew Participant

    The example Java code for generating JWTs does not work in all casesSubmitted

    This seems like the wrong place for this, but Fin sent me, so here goes…The example Java code shown in Intercom when going through the process to set up JWTs with Messenger does not specify the encoding.  So if your JVM uses something other than UTF-8, the generated JWT will be invalid.I suggest it should be updated, to call the `.getBytes(StandardCharsets.UTF_8) method on the string to ensure the encoding is always properly handled.Map<String, Object> claims = new HashMap<>();claims.put("user_id", userId.toString());claims.put("email", email);String token = Jwts.builder().setClaims(claims).setExpiration(Date.from(Instant.now().plus(24, ChronoUnit.HOURS))) // Expires in 24 hours.signWith(SignatureAlgorithm.HS256, "<YOUR TOKEN HERE>".getBytes(StandardCharsets.UTF_8)) // Set proper encoding.compact(); 

    1
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    Forum|Forum|7 months ago
    J
    Jean-Pierre HanNew Participant

    Add visible description to customers in the attributes of a ticketSubmitted

    For the ticket form, we can configure attributes, but it would be great to be able to display the description of the attribute to the customers in order to give more information on the attribute

    1
    R
    Forum|Forum|7 months ago
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    Nicky BlackwoodNew Participant

    Allow users to view email conversations in messengerSubmitted

    We’d love it if our customers could have a consolidated view of all email and chat conversations they’ve had with us in the Messenger, so they have a full history of their correspondence in-app. Customers loved the ability to view their email history with us in Zendesk and we’ve received complaints about this feature loss since making the switch.We know that it’s technically possible to achieve this by processing emails as tickets instead of conversations, but tickets are such an awkward and overwrought workflow for our business needs.

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    Forum|Forum|7 months ago

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