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    3160 Ideas

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    Maria MagalhãesNew Participant

    Expand the list of supported languages to include IcelandicSubmitted

    Please add Icelandic to the Supported Languages list:  

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    Forum|Forum|9 months ago
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    Valérie PerezNew Participant

    Exporting conversations from the Tickets Portal for clientsSubmitted

    Clients viewing the Tickets Portal should be able to export conversations. 

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    Mark O'Rorke
    Forum|Forum|9 months ago
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    JustinNew Participant

    "Create new" conversation from customer reply.Submitted

    We have customers that are deep into troubleshooting with a teammate, then send another inquiry that is not related in the middle of the thread. It would be awesome to have a  “create new conversation” option for that reply that creates a new, separate, conversation starting with that reply, and assigns it to the team inbox as a separate conversation. 

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    Forum|Forum|9 months ago
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    Nick HoskinsNew Participant

    Delete TicketSubmitted

    There is an API call for this already.Just add the button.

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    Forum|Forum|9 months ago
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    IncognitoNew Participant

    Add ability to set an audience to an external page through the API endpointSubmitted

    At the moment after hitting the https://api.intercom.io/ai/external_pages endpoint to upload data to Intercom we manually have to go to the Intercoms website and set an audience to that external page manually. This is a very cumbersome process as we have many pages and lots of different audiences(import sources). The ask here is to accept an audience property for this endpoint so we dont have to do it manually.Another option is to add an audience property to the https://api.intercom.io/ai/content_import_sources endpoint, and have any external page that uses that sourceid be automatically set an audience unless specified otherwise.

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    Forum|Forum|9 months ago
    Sonal Raval
    Sonal RavalActive User

    Ability to search by custom attributes in UISubmitted

    Hi! I want the ability to search for tickets by custom attributes in the UI. This will be a great addition for our Intercom agent experience, which we already thought we had the ability to do. Example: Since we have migrated our historical ticket data from our old system to Intercom, it would be great to be able to search for our old ticket IDs (set as a custom attribute) quickly within the UI itself. Customers often reference old tickets and it is not difficult to find those within the search feature. Currently, custom attributes like our old ticket IDs can be set and viewed on individual tickets but aren't available as searchable fields in the interface search functionality.

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    Sonal Raval
    Forum|Forum|9 months ago
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    CamilleJJNew Participant

    Create audience modelSubmitted

    On Intercom, it's possible to create audiences for Fin using Intercom attributes: https://app.intercom.com/a/apps/nbl1a62o/automation/fin-ai-agent/settings/audiencesI use audiences by manually entering each attribute for Help Center articles to target articles to specific audiences.It would be great if it were also possible to create audiences for "Knowledge" articles.

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    Forum|Forum|9 months ago
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    Shauni MoenssensNew Participant

    Option for clients to set a subject for a conversationSubmitted

    A couple of our customers have reached out with the question if it would be possible to add a subject to a conversation. Right now, this can be done from our side already, but customers can’t add a subject when opening a conversation at their side.Allowing them to enter a subject for a conversation would make it easier to browse through the open/closed conversations, since they’d know at one glance what each conversation is about. Right now, they have to go into each conversation separately in order to see what it’s about.

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    Forum|Forum|9 months ago
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    Zoe StevensNew Participant

    Keep Conversation in Team Inbox After a ReplySubmitted

    Currently, when a conversation in a team inbox is assigned and a teammate responds, it no longer appears in the team inbox. It would be helpful if conversations remained visible in the team inbox even after a reply, so the team continue to monitor and collaborate.

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    Forum|Forum|9 months ago
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    Zoe StevensNew Participant

    Custom Message When Disabling Customer RepliesSubmitted

    When we disable customer replies in a workflow, Intercom shows ‘Your conversation has ended,’ which confuses users because they think we’re not going to respond. We’d like the ability to keep replies disabled but customize the message—e.g., ‘Our team is reviewing your request’—so customers know we’ll still follow up.

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    Forum|Forum|9 months ago
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    Martin S11Active User

    Add profile avatar attributes for emailsSubmitted

    Hi, we are missing to be able to add our profile avatar in the emails so our costumers see who is sending or replaying to emails. Most of other email apps have that. Please add Author picture attributes.

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    Forum|Forum|9 months ago
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    Artiom CConnector

    [Feature Request] API Access to Banner Content for Mobile SDKSubmitted

    Feature Request: API Access to Banner Content for Mobile SDKCurrently, banners are only supported on web and mobile web, but not on native mobile SDKs (iOS and Android). This creates a gap when communicating important announcements—like maintenance windows or service updates—to mobile app users.Requested Enhancement:Add an API endpoint to retrieve active banner content, including:Banner title and message text Visibility/targeting rules Dismiss state Scheduling informationThis would allow developers to:Display banner content natively in mobile apps Maintain consistent messaging across web and mobile platforms Programmatically access critical announcements for custom UI implementationsBusiness Impact:Many teams use banners for time-sensitive communications (outages, maintenance, critical updates). Without mobile SDK support or API access, mobile users miss these important notifications, creating an inconsistent experience and potentially leaving users uninformed during critical events.Proposed Implementation:A REST API endpoint like GET /banners that returns active banners matching the current user's targeting rules, similar to how the newsfeed API works.

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    Forum|Forum|9 months ago
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    Artiom CConnector

    [FEATURE REQUEST] Enable Runtime Region Configuration in runtime for Workspace MigrationSubmitted

    Feature Request: Runtime Region Configuration for Mobile SDKCurrently, the Mobile SDK requires region configuration to be set in AndroidManifest.xml/Info.Plist using meta-data tags, which are read only at app startup and cannot be changed at runtime. This creates limitations when working with workspaces in different regions or during migration scenarios.https://developers.intercom.com/installing-intercom/cordova-phonegap/data-hosting-region-configuration Requested Enhancement:Add the ability to configure the Intercom server region at runtime, similar to how the existing changeWorkspace() method works. This would allow developers to:Switch between workspaces in different regions without rebuilding the app Support migration scenarios from US to EU/AU regions more seamlessly Handle multi-region deployments dynamicallyProposed Implementation:Option 1: A new method like setServerRegion(region: String) that accepts values such as "US", "EU", or "AUS" and can be called before or alongside workspace changes.Option 2: Enhancing the existing changeWorkspace() method to accept an optional region parameter, like:changeWorkspace("api_key", "app_id", region: "EU")This would let developers switch both workspace and region in a single call, making cross-region migrations much smoother without needing separate app builds.Business Impact:This would significantly improve the developer experience for regional workspace migrations and eliminate the need for separate app builds for different regions. 

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    Forum|Forum|9 months ago
    A
    Artiom CConnector

    [FEATURE REQUEST] Enable Runtime Region Configuration in runtime for Workspace MigrationSubmitted

    Feature Request: Runtime Region Configuration for Mobile SDKCurrently, the Mobile SDK requires region configuration to be set in AndroidManifest.xml/Info.Plist using meta-data tags, which are read only at app startup and cannot be changed at runtime. This creates limitations when working with workspaces in different regions or during migration scenarios.https://developers.intercom.com/installing-intercom/cordova-phonegap/data-hosting-region-configuration Requested Enhancement:Add the ability to configure the Intercom server region at runtime, similar to how the existing changeWorkspace() method works. This would allow developers to:Switch between workspaces in different regions without rebuilding the app Support migration scenarios from US to EU/AU regions more seamlessly Handle multi-region deployments dynamicallyProposed Implementation:Option 1: A new method like setServerRegion(region: String) that accepts values such as "US", "EU", or "AUS" and can be called before or alongside workspace changes.Option 2: Enhancing the existing changeWorkspace() method to accept an optional region parameter, like:changeWorkspace("api_key", "app_id", region: "EU")This would let developers switch both workspace and region in a single call, making cross-region migrations much smoother without needing separate app builds.Business Impact:This would significantly improve the developer experience for regional workspace migrations and eliminate the need for separate app builds for different regions.

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    Forum|Forum|9 months ago
    Jessyca Partica
    Jessyca ParticaNew Participant

    Reply to specific messages with visual reference (like WhatsApp)Submitted

    Currently, Intercom does not offer a native feature to reply to specific messages with a visual reference, similar to how it works on WhatsApp.In WhatsApp integrated with Intercom, when a customer replies to a message, you can see the original message being referenced within the conversation thread. However, this “reply with visual reference” functionality is not available in the web Messenger or other channels.This feature would be very helpful for managing conversations that include multiple questions or messages in sequence, improving clarity and context for both customers and teammates.Expected benefits: Clearer communication in multi-message conversations; Faster and more organized responses to specific points; A more intuitive and modern chat experience.

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    Andrii Fedyk
    Forum|Forum|9 months ago
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    Christina HillNew Participant

    Phone calls to 'ring' when awaiting pickupSubmitted

    Feature Request: Unique and Repetitive Sound Notification for Incoming CallsCurrently, Intercom uses a standard "chirp" sound for incoming calls, which is the same as other notifications. This makes it difficult to distinguish between incoming calls and regular chat messages, potentially leading to missed calls.Request details:Implement a unique sound specifically for incoming calls Make the sound repetitive to draw more attention Ensure the sound is distinct from conversation notifications Allow customization of the incoming call sound (if possible)This feature would significantly improve call handling efficiency, reducing the likelihood of unanswered calls and helping support teams prioritize their responses appropriately.

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    Forum|Forum|9 months ago
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    Liam BashamNew Participant

    Internal Fin AI (FAQ Assistant) for EmployeesSubmitted

    We need an internal version of Fin that CS and Sales can use to quickly ask product questions without creating tickets or needing to access demo accounts where fin is installed.Today we use Fin in a demo workspace, which adds unnecessary users and overhead. An internal Fin powered through the existing Slack integration would let teams get fast, accurate product answers without triggering support workflows.This would reduce friction, eliminate extra setup, and make Intercom a true internal knowledge assistant.

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    Luka Dujmovic
    Forum|Forum|9 months ago
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    Valérie PerezNew Participant

    Clients cannot modify the priority of a ticket after creationSubmitted

    Clients have the ability to choose the priority when creating their ticket. This action cannot be modified later on their side, only on ours.

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    Forum|Forum|9 months ago
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    Megan CarterNew Participant

    Phone support for SpainReleased

    Currently we’re not able to offer phones as a channel to our Spanish customers

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    Paul D
    Forum|Forum|9 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Conversation export to PDFSubmitted

    For now, it is only possible to export a conversation/ticket to a .txt format.It would be nice to have it in PDF format, including a nice layout.Our teammates for example export tickets to send them to a Service Manager for escalation. 

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    Paul D
    Forum|Forum|9 months ago
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    Morgan DeanNew Participant

    Conversation Export to pdf or imageSubmitted

    It would be extremely helpful to be able to export conversations as a pdf, image, or other file type that conserves the formatting and provides a visual proof of attachments. The text file that it exports as, that’s currently the only option, is not very useful for providing proof of customer communications and delivery of digital products when countering a customer dispute and the like.

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    Paul D
    Forum|Forum|9 months ago
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    Sophie LamontNew Participant

    New Reporting Filter to exclude conversations only Fin is involved inSubmitted

    I am looking to see if there is a chance that a new filter could be added into Intercom that allows you to filter out conversations where Fin is the only agent that interacted with the customer from start to finish. Using the “New Conversations” metric, there is a lot of extra noise when not being able to exclude that. Our intention is for managers to be able to pull conversations from the drill in that were completed by teammates at random, and for no specific teammate, so all of the teammate filters are not of any help. We do not want extra conversations where only Fin interacted to create extra confusion for managers when trying to look at the drill in. 

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    Forum|Forum|9 months ago
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    KimberlyNew Participant

    Tags Appearing at the top of ConversationSubmitted

    I would love to see the option for the conversations/tickets tag(s) to appear at the top of the ticket. This way I dont have to scroll through my chat to see what has been tagged. 

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    Y
    Forum|Forum|9 months ago
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    Elma ZejnilovicNew Participant

    Voice-to-Text Functionality for Chat InputReleased

    It would be incredibly helpful to have a voice-to-text feature built directly into the chat interface. This would allow users to dictate messages using their microphone, making it faster and more convenient to respond—especially in situations where typing isn’t ideal. A simple button to activate voice input could greatly improve accessibility and efficiency for all users. I’d love for the team to consider this as a future enhancement to the chat experience.

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    Paul D
    Forum|Forum|9 months ago
    Nicole Alvarez
    Nicole AlvarezNew Participant

    Feature Request: Customer-Facing Sort & Search in MessengerSubmitted

    Hi Intercom Team,We are launching Intercom soon and have identified a key missing feature for our customers.Currently, customers cannot sort or search their own conversation and ticket history within the Messenger. This will make it difficult for them to find past information as their history grows.We request the following features be added for the end-user in the Messenger window: Sort & Filter: Ability for customers to sort their 'Messages' and 'Tickets' tabs by criteria like Last Update, Date Created, and Ticket Number. Search: A search bar within the 'Messages' and 'Tickets' tabs to find past conversations by keyword or ticket ID. This would significantly improve our customers' experience and help them self-serve.

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    Nicole Alvarez
    Forum|Forum|9 months ago

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