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    3160 Ideas

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    Emily J12New Participant

    Fin can send images to usersSubmitted

    I would love for Fin to be able to send users images as part of the conversation with them. We have lots of images in our help articles that are annotated screenshots of our tool. Oftentimes if I’m handling an easy conversation I’m able to just copy and paste the images from help articles to make it as easy as possible for a user to follow along. But Fin can just share the written version. While it is possible this might solve a user’s problem, it would level up the support Fin can provide so much more if it could also send these images to users. 

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    Forum|Forum|10 months ago
    Christian S12
    Christian S12Connector

    Customizable Dashboard StatisticsSubmitted

    It would be beneficial to have the ability to customize the statistics shown at the top of the dashboard. Currently, while the columns at the bottom of the dashboard can be customized, the top section is fixed.For example, we do not use the phone features (such as in-queue calls, active calls, etc.) frequently, and they occupy valuable space on the dashboard. Instead, we would prefer to display statistics related to unassigned tickets, open tickets, idle status, snoozed tickets, first response time, or anything more relevant to our workflow.It would be great to have the option to remove or replace statistics at the top, similar to how we can adjust the columns below. This would allow users to tailor the dashboard to better fit their needs and streamline the information displayed.  

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    Christian S12
    Forum|Forum|10 months ago
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    Daniel IsleyNew Participant

    History of actioned AI "Suggestions"Submitted

    As we’re testing out the AI Suggestions feature for Fin to improve articles and create new Snippets, I find myself wanting to be able to review a historical record of all content that we have edited using the AI Suggestions feature.I could be missing it but I don’t think I am. Having a hub that shows me a list would be very helpful for my own reference but also for sharing with my stakeholders when reports are due. 

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    Forum|Forum|10 months ago
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    SaraAnastácioNew Participant

    See Table of Content while creating/editing an articleSubmitted

    When editing an article in Intercom, the Table of Contents (TOC) generated from headings is only visible once the article is published, and only on the user-facing side.It would be extremely helpful to have the TOC visible within the article editor itself. This would allow writers to: Preview how the TOC will appear before publishing. Quickly navigate between sections while editing long articles, without excessive scrolling. This improvement would streamline the editing process for large help guides or documentation pieces, making it easier to structure and maintain them efficiently.

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    Forum|Forum|10 months ago
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    Caterina AntinarelliNew Participant

    ツSupercut link Embed - feature requestSubmitted

    Being able to embed a ツSupercut link in help center articles. 

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    Forum|Forum|10 months ago
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    Emily SullivanNew Participant

    Please let us know before we create announcements what costs moneySubmitted

    Please add dollar signs to items in Outbound message creation modal so we know what we have to pay for. It’s frustrating to create a whole post and get signoff on it from stakeholders only to realize when you are ready to go-live that this will cost us $700+.

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    Forum|Forum|10 months ago
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    Angie WallsNew Participant

    Summarize Conversations/Tickets for User or even OrganizationSubmitted

    A way for AI to summarize cases from a particular user for a period of time. For example, they gave a negative NPS score but left no comments so I would like to have a snapshot of what her support conversations have been about without having to click into each one. This could be a huge step towards customer retention efforts and evaluating the health score of a user or organization.

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    Forum|Forum|10 months ago
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    Vicky LabergeNew Participant

    Organization of MacrosSubmitted

    Hello,I was wondering if it would be possible to organize the macros. Our team really enjoys using them, but we’re starting to have quite a lot. Would it be possible to classify them, for example by adding tags such as health-related responses, general support, etc.?This would make it much easier for our team to navigate without having to rely on a Word document to know which types of macros exist in our directory.Even within the Messenger, it would be great if it were possible to check or select options directly, if that feature could be added.

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    Forum|Forum|10 months ago
    Jessyca Partica
    Jessyca ParticaNew Participant

    Allow restricting “Reply” and keeping only “Note” for specific teammatesSubmitted

    Currently in Intercom, even when a teammate is using “Note” mode to write internal comments or communicate with other team members, the composer automatically switches to “Reply” if the customer sends a new message during that time.This behavior creates a risk that internal information may accidentally be sent to the customer.It would be very useful to have a permission setting that allows completely disabling the “Reply” option for specific users or roles, while keeping the “Note” option available.This feature would be especially helpful for roles that do not communicate directly with customers but need to view and comment on conversations internally (such as supervisors, internal support analysts, or quality teams).Expected benefits: Prevent accidental sharing of internal information with customers; Increase communication security; Support better role management for internal-only users.

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    Jessyca Partica
    Forum|Forum|10 months ago
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    Jennifer BedardActive User

    Enable Slack Integration for Slack Messages from BotsSubmitted

    Currently, only slack messages sent by individual slack users are sent to Intercom via the Intercom + Slack app. We have some automated alerts in various slack channels that require attention from our support agents. These alerts are sent as message in the slack channels, but from a slack app/bot. We would also like these messages to flow into Intercom as well so that the slack + Intercom integration is a full 2-way integration. The more time our agents can spend in Intercom vs slack, the better!

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    Forum|Forum|10 months ago
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    Jakob SchwabenederNew Participant

    Embedded video links with language parameters should be preserved in the Help CenterSubmitted

    Our Help Center is available in both German and English, and we provide videos in both languages accordingly. The video URLs differ only by a language parameter (e.g., ?lang=en or ?lang=de).Currently, when embedding these video links in the Help Center, the language parameter is stripped from the URL. As a result, when the Help Center is switched to English, the embedded video still displays the German version first. This creates a confusing experience for users and undermines our multilingual setup.We request that embedded video links retain their language parameters so the correct localized video is displayed based on the Help Center language.

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    Forum|Forum|10 months ago
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    Soren BjornstadNew Participant

    Page title no longer shows the name of the article being edited in KnowledgeSubmitted

    Prior to the release of the new navigation in Nov 2024, the page title when you were editing a help article would show the title of the article (logically enough).Now it is always “Knowledge | MY_COMPANY_NAME | Intercom”. When I have multiple browser tabs open looking at different articles, I now have to click on every one of them to find the one I want, whereas before the title of each article was shown there, so it was easy to find them.Here I have five different help articles open for editing:I often need more than five open to cross-reference things, making this quite aggravating.

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    Forum|Forum|10 months ago
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    Euka AdminNew Participant

    Workflow Builder needs major improvements: logging, troubleshooting, API SupportSubmitted

    Using the current Workflows builder is a constant source of frustration. The lack of execution history and detailed logging means there’s no way to understand what’s happening behind the scenes -when a workflow fails to trigger or doesn’t behave as expected, users are left in the dark for the most part.For context, HubSpot offers this kind of workflows visibility natively and offers API access, while Intercom still feels limited and paywalled by comparison. Troubleshooting becomes a guessing game, and it’s nearly impossible to track down issues or optimise workflows. The absence of API endpoints for reading, creating, editing, or triggering workflows make the experience feel clunky and restrictive.Every attempt to build or debug a workflow is so painful and frustrating.Could you please consider these features?Add a comprehensive execution history and detailed logging (including failed triggers and error details). Provide API endpoints to at least read workflows to help make it more manageable in the meantime. Though creating, editing, and triggering workflows would be awesome too.These improvements are essential for making workflow management and troubleshooting bearable, and would transform the Workflows builder from a source of daily frustration into a powerful, reliable tool.

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    Forum|Forum|10 months ago
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    Euka AdminNew Participant

    Tag and Property usage tracking across workflowsSubmitted

    Similar to HubSpot's workflow property usage feature, it would be valuable to have a centralised view showing which tags and properties are being used across all workflows in Intercom. Currently, we can see which workflows have fired and their actions, but there's no way to track tag usage across the entire workflow system.This feature would help users:Identify unused tags that can be cleaned up Understand tag dependencies before making changes Audit workflow configurations more efficiently Prevent accidental deletion of tags that are actively used in workflows

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    Forum|Forum|10 months ago
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    Patrice ChatmanNew Participant

    See CoPilot views in Intercom ticket in addition to the Reporting dataSubmitted

    Would be really helpful if from a Manager or Lead perspective, when we are reviewing an interaction, we can see if the agent utilized Co-Pilot on that specific ticket. Although, I know we can pull the information from a Co-Pilot report, this would be more user friendly to see when we open the interaction and see that data in real time

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    Forum|Forum|10 months ago
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    Tammy RomeroNew Participant

    Add Date Closed to search and filter optionsSubmitted

    Hi there, I’d like to suggest adding “Date Closed” as an available field in the conversation search and filter options. This would help teams quickly locate or report on recently closed conversations. Is that something on your roadmap?

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    Forum|Forum|10 months ago
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    Tom WebsterNew Participant

    Ability to add the Subscription Type Opt-in Form app in a survey questionSubmitted

    I want to include the mobile capture form in a survey step, which Fin AI says is possible. However it doesn't seem to let you add it into a survey, only posts and chat type messgaes. The point is we want new users to submit their mobile number (if they want to) so we can text them a link. A post or chat does not suffice as they can be dismissed. 

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    Forum|Forum|10 months ago
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    Pascal LNew Participant

    Multiple top-level domain support for Help CenterSubmitted

    Our web application is hosted in mulitple regions and we have set up a dedicated top-level domain (TLD) for each, with the consequence that user identity cookies are created with a given region's TLD.Unfortunately, the Help Center settings supports only one custom domain, such that when our users are directed to the Help Center, only users from a single region get correctly identified (through cookie sharing).Possible workarounds :Use a 2nd Help Center : impractical given that both must have exactly the same content, leading to a lot of duplication effort; Migrate our platform to a unified domain structure : may not be feasible, at least in the short term.Would it be possible for Help Center settings to support multiple custom domain so that we could make cookie sharing work for each of our TLD's?

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    Forum|Forum|10 months ago
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    孟令辉New Participant

    The function of submitting a ticket in Messeneger's conversation is abnormalSubmitted

     When a customer submits a Ticket form in a conversation within Messengers, instead of converting the original conversation into a Ticket, a new Ticket is created, and we also don't know which ticket the original conversation is associated with.That is to say, contrary to what is stated in the product description, the information of submitted tickets cannot be seen in the sidebar of the original conversation.  

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    孟
    Forum|Forum|10 months ago
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    Srinath NanduriNew Participant

    Integrate AI with intercom chat historySubmitted

    Turn the chat history into a knowledge base for an AI agent that can search up previous chats. That way it saves the time of searching previous chats if a recurring issue pops up. If it could summarize the problem in that previous chat as well as the solution give + link the chat source itself that would be ideal.

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    Forum|Forum|10 months ago
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    Paul DELAFOSSE AbbyNew Participant

    Article binSubmitted

    Woulb be great to have an article bin in the HelpDesk article section, so we can get articles back in case of error in deleting.Thank you team ;) 

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    Forum|Forum|10 months ago
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    Joakim LarsenNew Participant

    Insert text in all emails as default, so we don't have to manually choose a Macro every timeSubmitted

    We would like to add specific text into all emails without having to do the manual work of choosing the macro for it. Example: the ticket number is something we would like to add to all emails, so we can disable the status updates

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    Forum|Forum|10 months ago
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    Mari JarvinenNew Participant

    Improved Tickets per Company Reporting for Multi-Company UsersSubmitted

    Currently, when users are linked to multiple companies via API, the built-in reporting system incorrectly attributes tickets to companies they don't belong to. This makes it impossible to create accurate "tickets per company" reports.Problem:Users linked to multiple companies through API cause ticket misattribution in reports Cannot generate reliable company-specific ticket volume reports (e.g., Company H: 5 tickets, Company F: 2 tickets, Company L: 0 tickets) Current workaround requires exporting data via API and creating custom reports in external toolsRequested Solution:Enhanced reporting logic that properly handles multi-company user relationships, ensuring tickets are attributed only to the correct company context in which they were created.Business Impact:This would enable accurate company-level reporting for organizations using multi-company setups, improving data-driven decision making and customer success tracking.

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    Forum|Forum|10 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Create customer tickets from Back-office ticketsSubmitted

    At this time, it is possible to create Back-office tickets from a customer ticket.But we would like to have the ability to do it the other way around.Our Operations team create Back-office tickets when monitoring our systems.Sometimes one or more issues need to be comunicated to a customer. In that case, from the Back-office ticket, it would be nice to be able to create customer tickets that are linked to that Back-office ticket.

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    Pamela Van Gasse
    Forum|Forum|10 months ago
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    Madeline G.New Participant

    Enable Voice Input for CSAT Surveys and IVR Menu OptionsSubmitted

    We would like to request an enhancement to the phone system that allows callers to use voice input (spoken numbers) instead of DTMF tones (dialpad input) when interacting with: CSAT Surveys: Currently, callers are prompted to rate the call 1–5 using their phone’s dialpad after the call ends. Request: Allow callers to say the number aloud (e.g., “five”) as an alternative input method. IVR Menus: During the initial call routing IVR, users must press a number to make a selection. Request: Allow users to say the option number aloud instead of pressing it. Why This Matters: Improves accessibility and usability for callers who may be driving, have mobility impairments, or are using devices where touch input is difficult. Creates a more natural, user-friendly experience. Reduces abandonment or misrouted calls due to failed DTMF input.

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    Paul D
    Forum|Forum|10 months ago

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