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    3160 Ideas

    K
    Karyna KuznietsovaNew Participant

    Logs of conversations assignment in UISubmitted

    We use balanced assignment and our team is not that big. This leads to situations when some conversations may stay in queue for a very long time without being assigned. Team activity logs does not show full information when the user went inactive due to closing tabs or smth and conversation events do not show any info about whether system tried to assign it to someone and what the verdict was. This will give much more visibility into how conversations are assigned as well as provide tools for performance and shift management. 

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    K
    Forum|Forum|8 months ago
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    Darjus SaksonConnector

    human approved check markSubmitted

    idea to add human approved check mark visible for customer in answers which were checked by person.in this case customer will know that answer is checked and can be taken spuriously 

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    Forum|Forum|8 months ago
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    Roswitha CesarattoNew Participant

    up-to-date OS and browser information in user conversationsSubmitted

    The user OS and browser information in tickets is inaccurate/incomplete - can this be changed/updated?--- inaccurate/incomplete information regarding browser version and OS: Last Mac version visibla is Catalina, Windows only up to Win 10. Browser does not show subversions (example Google Chrome, 143.0.0.0)

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    Forum|Forum|8 months ago
    Nicole Alvarez
    Nicole AlvarezNew Participant

    Product Request: Subject Line First in Ticket ViewSubmitted

    🚀 The Request: Subject Line PriorityWe are requesting the ability to adjust the display order in the ticket view so that the “Ticket Subject Line” is the first piece of information visible at the top of the ticket thread, replacing or appearing immediately before the list of participants. 🛑 The Current Problem Currently, the default display order within a ticket places the list of participants (the agent assigned, the user, etc.) at the very top. While participant information is necessary, it often means agents have to:1. Scan past the list of names/avatars.2. Look lower down the screen to find the Subject Line.3. *Only then, gain the critical context needed to understand the issue. This small, repeated step adds precious seconds to the time an agent takes to quickly understand what a ticket is about, especially when rapidly triaging a backlog of recently opened tickets. ✅ The Proposed Value & Solution By making the subject line the first visible line in the ticket view, we could achieve a more efficient workflow:1. Faster Triage: Agents can grasp the core issue at a glance without having to scan down.2. Improved Context: The most relevant information (the “What” of the ticket) is prioritized over the names (the “Who” of the ticket).3. Reduced Cognitive Load: Agents can immediately focus on the issue description, improving speed and accuracy. This change would be a small UI adjustment but would have a huge impact on the day-to-day productivity of high-volume support teams. Would others in the community find this useful? Please upvote if you agree!

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    Nicole Alvarez
    Forum|Forum|8 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Email sender should be language sensitiveSubmitted

    When a teammate sends a reply to a user, the email is sent from “teammate from brand”.In multinational companies like ours, it should be possible to translate that “from” word.For example in France : teammate de brand or in the Netherlands : teammate van brand.

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    Forum|Forum|8 months ago
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    Michael PicqueurNew Participant

    Quick add snippets on replySubmitted

    Hey everyone,I started working with FIN a few weeks ago and I noticed FIN doens’t reply to as many mails as I wished.With the help of your amazing Customer Support (he knows) I managed to improve the response rate, but I got an idea while replying to mails/conversations/tickets that FIN didn’t pick up.Since the reply I gave to customers was the right answer (ofcourse right?) I missed a button where I could instantly make a Snippet of the conversation.It would be awesome if there was button, or possibility, to instantly add the question and answer as a Snippet, in stead of me making copy pasting it to a Snippet.Glad to hear how I’ve thought of a major breakthrough in efficiency 🤝🏼Kind regardsMichael

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    Forum|Forum|8 months ago
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    An BroekmansNew Participant

    remove a user from the "seen" list for outboundsSubmitted

    When testing my tour in the real world (as it often differs from the preview world) I can only follow this tour one time. With every edit I need to create a new user in my application (which follows a tedious creation procedure) before I can retest the tour. It would be nice to be able to reset the ‘seen’ status for a particular user (test user).The suggested workarounds with copying tours seems a lot of efforts versus resetting the ‘seen’ status of a user. Thank you for considering this.

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    Forum|Forum|8 months ago
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    An BroekmansNew Participant

    Make an existing attribute obliged before closing a conversationSubmitted

    When creating views for conversations I use organization as field. As this is an existing attribute which I now can not make obliged to fill in before the conversation is closed, conversations are missed in this view.I can only mark newly created attributes as obliged, not existing ones. Thanks for considering it.

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    Forum|Forum|8 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Persistent Privacy Policy NoticeSubmitted

    Hi, we would like to suggest that the Privacy Policy Notice remains visible and static in every conversation (Or be able to choose that it’s always there), including when returning to the messenger in the same browser or tab. Currently, it appears that once a user dismisses the notice, it does not reappear when they return later. As it stands today, you can close the Privacy Policy notice, but it does not reappear the next time you access the messenger in the same browser. At least, that is the impression we have. It only seems to return after clearing browser data.

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    Tonje Ness Meinhardt
    Forum|Forum|8 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Preview/Test Window for CopilotSubmitted

    Hi, we would like to request a preview or test window for Copilot, similar to what is available for Fin AI. This functionality would make it feel safer and more convenient to experiment and test Copilot without affecting live conversations. Currently, many users hesitate to open an existing customer interaction just to test Copilot, which limits adoption and confidence in the tool. A dedicated preview environment would encourage learning and exploration in a controlled setting.

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    Tonje Ness Meinhardt
    Forum|Forum|8 months ago
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    Tom HiggsNew Participant

    Attachments panel or section within conversationsSubmitted

     A panel or section within the conversation to see all screenshots and files uploaded in one place rather than scrolling through the chat to see them. If the conversation is lengthy and multiple attachments shared, it can be confusing to see it all this would help have a place where all media shared is displayed.

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    Forum|Forum|8 months ago
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    MicANew Participant

    Add Luma to social links in OutboundSubmitted

    Please add more social icon options to the social links block, specifically Luma, so we can include it alongside our other social media links.

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    Forum|Forum|8 months ago
    Sonal Raval
    Sonal RavalActive User

    Ability to add CC in chat windowSubmitted

    Requesting a feature request regarding a customer’s ability to CC or add additional participants directly from our chat window within a conversation or ticket.The current lack of this functionality is creating a major bottleneck by forcing our teams to manually add the CC’s in every time and this also creates a less than fortunate experience for our customers who have 24/7 support and need to include team distros to support a follow-the-sun model. This is severely impacting our resolution time and customer satisfaction. We are also requesting the ability for us to build workflows so we can create a button or some mechanism for customers to add emails in CC at any point in the conversation or ticket from the chat window.

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    Sonal Raval
    Forum|Forum|8 months ago
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    Darjus SaksonConnector

    Round-robin unassigned tickets assignationSubmitted

    My suggestion is to update the round-robin assignment method to better manage ticket/conversation assignments. Specifically, it should be able to reassign tickets that were moved to 'unassigned' back to agents who were set to 'away' or had their status changed to 'reassigned'. It should also allow for tickets to be manually moved to the 'unassigned' queue.While the balanced method works well, it can be demotivating, particularly in small teams. In such teams, those who work harder end up receiving more assignments, which creates an imbalance.For example, we work based on ticket statuses rather than conversation statuses. As it stands, the person who solves the most tickets also ends up receiving more new ones. This becomes even more problematic in a team of four when one agent is out of the office for a week. During their absence, their colleagues resolve a significant number of tickets, but once that person returns, all pending conversations are reassigned to them, which can be overwhelming.

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    Trevor
    Forum|Forum|8 months ago
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    Alicia FerreiraNew Participant

    Ability to see the exact time that an SLA will expireSubmitted

    Right now there’s only an estimated timeframe for when an SLA will expire, like 2 hours for example. There’s no way to see the exact time that it will expire which is extremely frustrating. We need to play mental gymnastics at the end of the day or on a Friday to look at when a customer last responded, then calculate the exact time that it will expire, then do the same thing for all tickets with an SLA. Zendesk lets you hover over it and it shows the exact time it will expire- super easy and efficient. Please please please make this a feature so we don’t have to do more work to figure out when we have to respond by. 

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    Trevor
    Forum|Forum|8 months ago
    D
    DebsNew Participant

    Allow conversations to be archivedSubmitted

    We would like the option for customers to be able to archive old conversations in the messenger. At the moment, all conversations appear in the list, whether they are open or closed. This would mean customers can easily see what they have open and needs attention. 

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    Forum|Forum|8 months ago
    Oliviervdh
    OliviervdhNew Participant

    Customize height and width of messenger when showcasing a Canvas sheet appSubmitted

    Make it possible to customize the height and width of the messenger when it is showcasing a Canvas sheet app as iframe in the messenger

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    Oliviervdh
    Forum|Forum|8 months ago
    Oliviervdh
    OliviervdhNew Participant

    Make canvas app sheets be able to open in the expanded messenger stateSubmitted

    Make it possible for a sheet app in the messenger to open in the Intercom messenger scenario where it is wider and bigger (as it is when you click 'expand' on the expand messenger button in the header of the messenger or as it shows in its bigger state when you are reading a help center article in the intercom messenger)Here you can see the ‘expanded’ state that I’m talking about: 

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    Oliviervdh
    Forum|Forum|8 months ago
    Oliviervdh
    OliviervdhNew Participant

    Messenger home app to call JS in my site/appSubmitted

    When creating a canvas kit app make it possible for messenger home apps to call a function in the installed app/site or execute arbitrary JS in the installed app/site.

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    Oliviervdh
    Forum|Forum|8 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Access to Copilot Conversation History Linked to Customer's conversationSubmitted

    Hi, another suggestion we would like to add: Access to Copilot Conversation History Linked to Customer's conversation (For backoffice tickets)We would like to request a feature that allows us to view the conversation history between the customer advisor and Copilot, directly linked to the customer's conversation. In our workflow, we actively handle back-office tickets related to errors detected in sources and the way Fin AI responds. We rely heavily on conversation history attached to tickets to correct mistakes and improve content, as this helps us avoid misunderstandings. Currently, we have a back-office ticket type called Report on Fin AI, which is an effective way for us to improve our content and processes. We also created a ticket type called Report on Copilot, but so far, this does not function in the same way. Having Copilot conversation history linked would make this process much more efficient and help us maintain accuracy. I recall that last year there was a “Report” button in Copilot to flag mistakes to the back office, if my memory serves me correctly. It would be very helpful to have a similar feature again. Our internal routines are extremely strict and must remain accurate at all times.

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    Tonje Ness Meinhardt
    Forum|Forum|8 months ago
    Tonje Ness Meinhardt
    Tonje Ness MeinhardtActive User

    Scheduled Publishing and Unpublishing of Articles and SnippetsSubmitted

    Hi, a suggestion we would like to add: Scheduled Publishing and Unpublishing of Articles and Snippets (Internal and External) We would like to request a feature that allows scheduled publishing and removal of articles and snippets, both internally and externally. Similar to how social media platforms like Facebook enable scheduled posts, this functionality would help us manage content more efficiently. Often, we prepare content in advance for upcoming features or news. Having the ability to schedule publication ensures that this content goes live at the right time without manual intervention. Likewise, when certain features or information become obsolete on specific dates, it would be very helpful to automatically unpublish related articles on the same day. This functionality would also be beneficial during planned absences, such as vacations, or when key resources are unavailable. With scheduling in place, processes can continue seamlessly without requiring someone to manually update content.

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    Tonje Ness Meinhardt
    Forum|Forum|8 months ago
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    Charlie MarmuszewskiNew Participant

    Fin escaltion rule for a chosen workflowsSubmitted

    It would be great to be able to create an escalation rule that will work only for one workflow. Or maybe to create an escalation rule based on the teammates acitivity - if active then escalte to team, if not active - let fin answer? What I want to do is to collect Fin attributes in every single conversation but I don't want Fin to handle all chats. 

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    Forum|Forum|8 months ago
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    OakleyNew Participant

    Integrating A Timer to Intercom Inbox ChatsSubmitted

    It would be nice to see a timer ⏰ that could keep track of how long your conversation is going in Intercom when you start a conversation with a client, to keep you on track with how long your convo is going.It could be right above or below the ‘Description’ tab on the right-hand side and could be toggled on/off.Pair that with, if there was a way to incorporate Fin (or Co-Pilot) to prompt you at scheduled minutes.Example: (At 15 min. into the convo) Fin could send a custom prompt that says, “Looks like your conversation is going well, has there been any progress in this conversation?”And when your chat gets past a certain time, the clock could turn red to indicate its time to start wrapping up the chat.Finally, if the chat exceeds your target chat time, a red clock ⏰ could appear next to the convo after it is closed to track lengthier conversations. 

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    Forum|Forum|8 months ago
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    Amberlee PrescottNew Participant

    Add/hide columns in the Tickets PortalSubmitted

    The ticket table is rather condensed, especially on smaller screens (screenshot below from a Macbook Pro 13”).  This makes it difficult for our clients to read the titles and descriptions at a glance, resulting in them asking our team for an export. Some of the content is even hidden and can’t be viewed without scrolling horizontally. To make more space for the titles and descriptions, maybe there should be an option to hide columns from the table view? Ideally, the client could control that on their own view, and not change the view for other users.  

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    Sonal Raval
    Forum|Forum|8 months ago
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    Bailey SchrammNew Participant

    Improve Fin from rating actual conversationsSubmitted

    I would love if we were able to help “train” Fin beyond content/guidance by giving a rating to past conversations that it’s been involved in. In other words, give Fin a way to learn off its previous answers, reinforcing answers we really like and highlighting/giving pointers on responses that weren’t exactly what we were hoping for. I see this as an iteration/update to the existing “Improve answer” button that appears on Fin conversations, prompting you to create new content. Instead, it could be a simple thumbs up or thumbs down, weighing the answer accordingly for future similar inquiries. 

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    Forum|Forum|8 months ago

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