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Forum|Forum|2 years ago

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Dustin EllisNew Participant

Configurable browser alert volumeSubmitted

Browser alerts aren’t very loud. Can we allow our agents to configure alert volume to allow for louder alerts?

Forum|Forum|8 months ago

Dustin EllisNew Participant

Mobile Notification ImprovementsSubmitted

Mobile notifications for when a chat is assigned are not reliable. Can we ensure the reliability of mobile alerts for our agents?

Forum|Forum|8 months ago

Philipp HofmannNew Participant

Fin Multilanguage - Informal GermanIn Beta

We are using the Fin Multilanguage Beta and I would like to provide some important feedback on the support of German language. The problem is German has two ways to address people, a formal version and an informal version. The formal version is used in B2B and more traditional interactions for example.Thats why in most language selectors for SaaS tools you can select between German (formal) and German (Informal) to control how to address a customer. Fin Multilingual does not do this differentiation at the moment and is using the formal version only. This though is nearly inappropriate or at least "super weird" form of address for our customer group and makes Fin nearly not useable. So I would like to provide this as Beta Feedback to the Product team to fix it. What would be needed is a setting to decide if Fin should answer in formal or informal German. Another work around would be the possibility to provide a custom base prompt as part of the Fin profile as other AI chatbots allow to do. This would allow me to type in something like: Always remember your customers are students and you should always use informal German to address them. You can use a relaxed communication style and also do some jokes. This is what really works in ChatGPT or other bots based on chatgpt to set a tone of the AI profile and also to deliver important communication info as the use of informal German. As chatGPT is a language model it can easily handle the communication correctly after this input.

Forum|Forum|8 months ago

Gordon ChongNew Participant

Australian English for AI Inbox Writing ToolsSubmitted

Problem / Current limitationWhen using AI Inbox writing features — such as Expand, Rephrase, My tone of voice, More friendly, More formal, More concise, and Fix grammar & spelling — the output is consistently rewritten in US English.This creates friction for teams operating in Australia, as the AI overrides our original spelling, phrasing, and tone even when the input is already written in Australian English.Examples include: “organisation” → “organization” “licence” → “license” “favour” → “favor” US-centric phrasing that feels slightly off for Australian customers This means agents must manually re-edit AI-generated responses, reducing the efficiency gains these tools are meant to provide.Desired behaviourAllow AI Inbox writing tools to respect and generate Australian English, including: Australian spelling conventions Australian phrasing and tone Consistency with how teams naturally write to customers in Australia Ideally, this could be enabled via: A workspace-level language setting, or A per-user preference, or Automatic detection based on workspace locale / help centre language Why this matters Customer trust & brand consistency: Customers notice spelling and tone mismatches, especially in written support. Operational efficiency: Agents currently lose time correcting AI output back to AU English. Adoption of AI features: Teams are less likely to rely on AI writing tools if they introduce extra editing work. Global scalability: Supporting AU English sets a strong precedent for other regional variants (UK, NZ, etc.). Who this impacts Support and operations teams based in Australia Businesses with Australian customers and brand guidelines Any team aiming for consistent, localised customer communication

Forum|Forum|8 months ago

Molly KatolasNew Participant

HTML table formatting in ticket notes/comments via APISubmitted

There seems to be a limitation on HTML formatting via API when adding notes or comments to tickets/conversations. Some HTML formatting is allowed and parsed just fine, but tables specifically are stripped out and left unformatted. We have an integration where the best way to surface the information to our customers is via table, and this limitation makes our comments back to customers more confusing than they need to be. HTML formatting is pretty standard in text API calls, so I think this is a pretty big oversight and should be added into the availability of the API.

Forum|Forum|8 months ago

Qeyas HamkarNew Participant

Editable Subject Line in MessengerSubmitted

Hello Intercom Team,We would like to request a feature that allows customers to set a subject line when starting a conversation in the Messenger. Ideally, this subject line should also be editable during the conversation so that both customers and teammates can keep the current status visible.Example: Subject: Phone Repair (In Progress)Currently, we understand that customers cannot freely set or edit a subject line in Messenger. We would love to see a native solution for this in a future release, as it would greatly help us manage conversations and keep customers informed about the status of their requests.Thank you for considering this feature!Best regards,Qeyas from Mark.One GmbH

Forum|Forum|8 months ago

Rachel M12Connector

Ability to Sort List of Customer Reports Associated with Tracker Ticket by Date/Time orderSubmitted

As A: Manager of a Customer Support TeamI Want To: Be able to sort the list of Customer Report conversations or tickets associated with Tracker Ticket by exact Date/Time orderSo I can: Create an accurate timeline of events following a critical incident and easily access the detail I need. This feature already exists in Views in the Inbox, but not in the list of Customer Reports linked to a Tracker Ticket.

Forum|Forum|8 months ago

Fabio SeminarioNew Participant

Custom views in the mobile appSubmitted

Hello,It would be great if we could get the option for custom/filtered views in the mobile app.Thank you!

Forum|Forum|8 months ago

NuritInnovator ✨

Enable Dashboard CustomizationSubmitted

Our shift manager relies on the dashboard as a primary tool in their work, so enabling dashboard customization would greatly enhance its effectiveness. Here are some improvements we would love to see:1. The ability to add new data fields (for example handling time).2. The ability to set custom alerts for situations, such as notifications when handling time exceeds a specified limit or when there is a high volume of conversations in the inbox.3. In the Teammates tab, include an option to freeze the teammate column so it remains visible while scrolling to the right.4. The ability to filter teammates based on their away reasons.5. The option to manage teammate assignments directly from the dashboard. Since the dashboard is an essential tool for our shift managers, consolidating these controls into a single location would improve efficiency.

Forum|Forum|8 months ago

Alicia FerreiraNew Participant

Allow tabs within one Intercom instance to have easier access to view multiple ticketsSubmitted

We need the ability to easily flip between tickets within the same Intercom browser instance without losing the ticket we’re working on- essentially having multiple tickets opened up at once. At this time, the only option is to open multiple browser tabs for each ticket we need to reference which is very inefficient. Having the ability to have tabs of tickets within the same browser tab/instance to flip back and forth between will be more effective and more user friendly when we need to reference information in multiple customer tickets.

Forum|Forum|8 months ago

Gerald PradoActive User

Enable fin to understand Emoji as ratings in CSATSubmitted

We would like an enhancement to Fin to be able to understand when a customer responds to the CSAT rating with the corresponding Emoji. Often when customers are responding to a survey request for CSAT they give us the Emoji instead of the numerical value and Fin does not record the CSAT response and the team member misses out on the CSAT.

Forum|Forum|8 months ago

Shane WaNew Participant

Allow Charts to Override Date Range of ReportSubmitted

When building a report, I’d like to set charts to override the report date range so they ignore it.This would allow me to set a chart to Today when building the report, and it would always show Today when the report is set to Last Week.This would allow me to have charts showing multiple date ranges in the single report. A chart for Today, a chart for Last Week, a chart for last 4 weeks etc. etc.

Forum|Forum|8 months ago

Andrea De LucasNew Participant

Read/Skimmed/Glanced reportingSubmitted

Open rates are interesting however they don’t provide the full picture. Please provide email interaction reporting based on how much time an email recipient actually spent with the email, classifying their interaction into Read/Skimmed/Glanced reporting.

Forum|Forum|8 months ago

Sonal RavalActive User

Team presence on table layoutSubmitted

We want the ability to see team presence via the table layout of tickets. It’s available in chat layout and on the actual ticket so it would be helpful to see on the table layout too.

Forum|Forum|8 months ago

Serena EdwardsNew Participant

Show customers that teammates are "away" when away status is turned onSubmitted

When a teammate turns on their “away” status, customers should be able to see that the teammate is “away” so that they don’t expect an answer real soon. Fin told me that customers did see the “away” status but I found out that they indeed do not see this and it’s more an internal thing for other teammates. This does not work for us since I am the only one doing customer support.

Forum|Forum|8 months ago

Sophie PowellNew Participant

Have pre-set subject lines for certain Macro's when usedSubmitted

When sending an outbound conversation by email, it would be good if you could set specific subject line for consistency E.g. “Important information” as the subject line which is pre populated when you use a macro.

Forum|Forum|8 months ago

Frazer from PetboostNew Participant

Add Tella (Tella.tv) alongside Loom, Wistia, YouTube for supported video platforms?Submitted

Hey,Quick feature request - can you add Tella.tv to your supported video platforms?We host all our tutorial videos on Tella but when we try to add them to outbound messages or articles, the video URL field doesn't accept Tella links. We can see you support Wistia, Loom, YouTube, Vimeo, etc., but Tella's missing from the list.Right now we're attempting to use HTML iframe embeds as a workaround which doesn't quite do the trick. It'd be great if we could just paste the Tella URL like we can with the other platforms. They are growing in popularity and will be more and more widely used in the SaaS space in the coming months.Tella embed URLs look like: `https://tella.tv/videos/VIDEO_ID/embed`Let me know if you need any other info or if there's a way we can help make this happen. I have a personal relationship with the Tella founders and have also reached out to them directly.Cheers!

Forum|Forum|8 months ago

Maritan LouisNew Participant

More control on slack notifications settingsSubmitted

Slack notifications settings are very limited and it would be helpful to have functionalities like a way to automatically group Slack notifications into threads by ticket, and have more control on what new conversations/replies will actually trigger notifications, as currently there are only emoji, mentions, and keywords.

Forum|Forum|8 months ago

Pamela Van GasseActive User

Workflow that handles all reactions to a postSubmitted

At this time, it is possible to create a workflow that handles a reaction to a post.However, in the flow, you need to set the audience rules to one or more specific posts.It would be nice to be able to create a workflow that handles all reactions to all posts, without having to select the posts one by one. And without having to change the workflow each time a post is added.

Forum|Forum|8 months ago

charly horizonNew Participant

what if Intercom Add Haitian Creole language support for Fin AISubmitted

I would like to suggest adding Haitian Creole (Kreyòl Ayisyen) as an official language that Fin AI can understand and respond in.Haiti has millions of native speakers, and a large part of customer support interactions in the Caribbean happen in Haitian Creole. For businesses like mine, being able to serve our customers in their own language is extremely important, especially when dealing with support, instructions, refunds, account information, or any customer-care situation.Right now, Fin works perfectly in English and French, but Haitian Creole is not yet supported. Adding this language would allow thousands of companies to offer fully accessible, inclusive, and natural support experiences to our audiences.Haitian Creole is simple, structured, and one of the fastest-growing languages online. Supporting it would open Intercom’s ecosystem to a whole new market.If Fin AI could understand and speak Haitian Creole natively, it would be a game-changing upgrade for customer support in Haiti and the diaspora.Thank you for considering this important addition

Forum|Forum|8 months ago

Lance RomighNew Participant

Download MediaSubmitted

There should be an option to export all media in a conversation. I am looking through a conversation and selecting pictures one by one; which takes way too long. There should be an option to not only export the conversation, but to export all media to a compressed folder.

Forum|Forum|8 months ago

SaraaaaNew Participant

Macros for User notesSubmitted

I would love to suggest to please please add macros for user notes! I type a lot of the same notes all day and it would be super helpful to have macros for notes.

Forum|Forum|8 months ago

Roswitha CesarattoNew Participant

Improve informal German AI translationSubmitted

Informal German is not consistently being applied. Sometimes the text is formal, even though “German” is selected and not “Formal German” Presumably, it is because a polite phrase was used in the original text.

Forum|Forum|8 months ago

Marco BernardNew Participant

Add Zendesk-style ticket sorting to Intercom’s Chat/Table View + Enable full-ticket opening in Table View (no new tab)Submitted

Hi everyone,I’d love to request two improvements to Intercom’s ticket navigation and sorting experience.In Zendesk, tickets can be sorted within the same layout using “status categories,” which provides a very clear overview of what needs attention. I’ve included a example screenshot for reference.I would really appreciate having similar sorting options available in Intercom:1. Chat ViewIt would be extremely helpful to sort all conversations directly within the Chat View (e.g., by status, state, or custom categories), without relying on separate filtered Views.2. Table ViewTwo enhancements would make this view significantly more usable: The ability to sort tickets by status/state in the same way as described above. An option to fully open a ticket within the same tab, instead of only seeing a preview or needing to open a new tab. These adjustments would provide a clearer, unified overview and reduce the need to switch between multiple Views. As far as I know, Intercom doesn’t currently offer a way to achieve this in the main layouts.If further clarification is helpful, I’m happy to provide additional examples or walk through the use case.Thanks a lot for considering this.

Forum|Forum|8 months ago

Alyson McGregorNew Participant

Be able to see if someone is viewing a ticket before selecting itSubmitted

It would be awesome to be able to see if someone is viewing a ticket before clicking on it. This way, agents would know to skip over a ticket if their teammate was already viewing it. Right now, the only way to know that is if you actually click on a ticket and open it (even then, sometimes it’s hard to notice if someone is looking because the icons are kind of small and not very noticeable).

Forum|Forum|8 months ago

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