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    3160 Ideas

    Rachel M12
    Rachel M12Connector

    Introduce Table List of Tickets in ReportsSubmitted

    Often, we have a need to create a report which is just a list of tickets meeting certain criteria. These are reports that we want to come back to regularly using the same filters/columns etc. It would also be good to be able to change the order of the columns that are shownCurrently the only option for this is a data export which is cannot be added to dashboard, cannot be saved unless you schedule an email delivery (which only sends to a single person), cannot have the date filter removed and the columns cannot be re-ordered.

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    Rachel M12
    Forum|Forum|10 months ago
    Rachel M12
    Rachel M12Connector

    Introduce 'Open Tickets' MetricSubmitted

    There is a metric in the conversations dataset which shows ‘open conversations’. Can this metric be added to the tickets dataset which shows all tickets in an open state WITHOUT the need to add a time frame. Currently if I want to run a report of all open tickets, I have to run a report to show all new tickets opened in the past 2 years (as far back as Intercom goes) which are not in a closed state. This is not a good workaround. If we have the misfortune to have tickets which are older than 2 years, then they will not currently be listed.

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    Rachel M12
    Forum|Forum|10 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Export reportSubmitted

    At this time it is only possible to export the list of tickets from a report to csv, via the drill-in.It should also be possible to export the complete report with charts, for example to PDF.

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

    Add teammates in side conversationsSubmitted

    At this time, it is not possible to add teammates in side conversations.However, we need to be able send side conversations to partners and add colleagues or service managers in cc so that they are informed. 

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    Pamela Van Gasse
    Forum|Forum|10 months ago
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    Matt CrockettNew Participant

    WhatsApp Business Outbound calls which are recorded and linked to ConversationsSubmitted

    Most of our customers these days prefer receiving calls via WhatsApp because of IDD charges for roaming. Being able to use WhatsApp Business via Intercom to make outbound calls which are recorded, transcribed, and linked to Conversations (customer tickets) would be hugely helpful for our customers and agents handling the case in future.

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    Forum|Forum|10 months ago
    Eduard Ungureanu
    Eduard UngureanuNew Participant

    Global BlocksSubmitted

    Would be great to have some sort of Global Block. A Global Block can contain everything that an article can: Text, Headings, Lists, Dividers, Images, etc. The purpose of a Global Block would be to be used on different articles that shares the same “block of content” with they key feature, that if a Global Block is being used in different articles, changing its content from any of the articles, will automatically change all its instances across all other article where it has been used. 

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    Forum|Forum|10 months ago
    Manon Le Hent
    Manon Le HentNew Participant

    Articles Bulk EditingSubmitted

    Hello, When managing 400+ articles (that’s for us, but numbers are quite irrelevant here) it’s nearly impossible to update our content following a major release from the company in a smart and quick enough way. Should a feature change names for instance, we’d need to go into every single articles to update them. No company has the human power nor the time to do so properly. Can we not have a export/import .csv like Zendesk for bulk article editing? Thanks :)

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    Forum|Forum|10 months ago
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    Flora MuschampNew Participant

    Show Collection breadcrumb or Topic tags in Help CenterSubmitted

    It would be really useful to have either a breadcrumb of the Collection structure or some other form of tagging or content flag visible in the  search results when a user searches for articles within the Help Center. We are using the Help Center to cover help across multiple products and are using the first level of collection to segregate articles to each product set. However if a user types in something generic like “How do I add users” they get search results that cover user management in any of the collections and thus can’t distinguish which article was intended for them. I understand that using audience rules should be able to help us if a user is searching via the Messenger but even so I still think this would be really helpful. I found other users have raised the same problem but couldn’t find where to upvote an existing idea. We’ve investigated having multiple Help Centers so we could better segregate our articles but the fact you can only have one help Center linked to a messenger probably rules this out as a fix for us. Here’s an example of unhelpful search results in our current implementation:  

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    Forum|Forum|10 months ago
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    Renee SchaeferNew Participant

    Knowledge Hub: Edit the order columns are displayedSubmitted

    In the Knowledge Hub, I would like to control the order in which columns are displayed. The default order makes it so I need to scroll horizontally all the time. I have 6 columns displayed, but the ones I care about most right now are Last Updated At and Last Updated By and they’re ALL the way to the right. I can’t move them over.

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    Forum|Forum|10 months ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Add "has any value/ is unknown" options to custom attribute conditions.Submitted

    When using custom attributes as conditions in a workflow, the only options available are "is" or "is not". This means that if we want to check if a field is empty or has any value, we have to use "is" or "is not" for every value available, instead of simply choosing "has any value" or "unknown".Furthermore, every time we update the attributes with new values, we also need to add those to the workflow branch condition.It would be much easier if we could simply choose "has any value" or "unknown".

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    Forum|Forum|10 months ago
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    Uttam SinghNew Participant

    Allow “Dofollow” Hyperlinks for Verified External Domains (e.g., Company’s Own Website)Submitted

    Hi Intercom Product Team,We’d like to request an enhancement that allows “dofollow” hyperlinks for verified external domains — specifically when linking to a company’s own website from its Intercom Help Center (help.example.com)We’ve optimized 250+ Help Center articles with complete SEO best practices, including meta titles, descriptions, H1s, H2s, image formats, alt texts, and word count improvements. Our goal is to drive users from our Help Center to our main website (example.com) for deeper product engagement and better organic visibility.Currently, all external links (even those pointing to our own company domain) are automatically set to “nofollow”, which prevents search engines from passing link equity and impacts our SEO performance.Enabling “dofollow” linking for verified domains owned by the same company would significantly improve SEO continuity, user experience, and brand visibility — without compromising platform integrity or security.We truly appreciate Intercom’s focus on flexibility and innovation and hope this can be considered for future releases 🙏— Uttam

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

    Merging tickets should allow to change the ticket state of the merged ticketSubmitted

    Suppose you have 2 tickets : Main ticket and ToBeMerged ticket and they both are open with ticket state Submitted.When you merge ticket ToBeMerged into the Main ticket, you get an overview of what will happen.When you go ahead and merge the ticket, the ToBeMerged ticket is closed. This is ok, but … the ticket state still is Submitted, which results in reporting issues.It would be nice of the overview screen of the merge action, would allo you to also change the ticket state to Resolved.

    1
    Pamela Van Gasse
    Forum|Forum|10 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Add ticket content into a side conversationSubmitted

    It would be nice to be able to include ticket content into a side conversation. For example the user’s last reply that could be used as information to be sent to a 3rd party.

    1
    Pamela Van Gasse
    Forum|Forum|10 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Fin should have the same reply settings as teammatesSubmitted

    Whe teammates reply to users, these options can be configured to decide which email address to use when replying: Workspace email address Teammate email address Inbound addressHowever, for Fin these options do not exist. Fin always replies from a default email address.It would be nice to also be able to set the same settings for Fin replies. This will prevent users from replying to the wrong email address when replying to Fin’s automatic replies.

    1
    Pamela Van Gasse
    Forum|Forum|10 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Notification when a side conversation reply comes inSubmitted

    From Intercom support : However as of now there is no notification that can be enabled to inform you when a user responds to a side conversation.Please allow teammates to be notified when a user replies to a side conversation.

    1
    Pamela Van Gasse
    Forum|Forum|10 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Include ticket history in emails to usersSubmitted

    Allthough we have configured that email history should be sent along in emails to users, we notice that this is rarely the case. The answer for the Support team we got was that the history that is sent are only messages that have not yet been seen by the user.We would like to have the option to send emails to customers that include the complete public comments from a ticket. The advantage of this is that our users are always informed which ticket the communication concerns.

    2
    Pamela Van Gasse
    Forum|Forum|10 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Copy email address list when creating conversationSubmitted

    When creating a conversation manually, each user/email address need to be specified separately, then the user needs to be selected. This is very time consuming !It would be nice to be able to copy/paste a string of email addresses into the To field when creating the conversation.

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    Pamela Van Gasse
    Forum|Forum|10 months ago
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    ChristelNew Participant

    Font colorsSubmitted

    A customer replied to the ticket and mentioned that they highlighted a part of their message in red, but we’re unable to see or view the highlighted color red. We can see the text but not in red. Pls add this feature as this is important to make sure that we are able to capture the correct content.This is urgent for us as the message can get mis interpreted without the correct formating.This is what should we see:  Intercom shows pure black  

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    Forum|Forum|10 months ago
    M
    MalNew Participant

    Ability to Dial an Alternate Number Within an Existing ConversationSubmitted

    Request Summary: We request the ability to initiate a call to a different phone number directly from within an existing Conversation, rather than being limited to the number associated with the Lead.Business Rationale: In many instances, Leads request that we return their call at a number different from the one listed on their account. The current system does not support calling an alternate number from within an existing Conversation, which requires users to create a new Conversation, initiate the call, and then manually merge it back into the original thread. This process is inefficient and prone to error.Impact on Performance: The current workaround of creating and merging separate Conversations to accommodate alternate callback numbers introduces unnecessary steps, increases time spent per interaction, and disrupts workflow continuity. This negatively impacts team efficiency and user experience.Proposed Implementation: We envision this feature being implemented as an additional option within the existing call dropdown menu. Specifically, users would select “Enter New Number,” allowing them to input a one-time phone number to call, without affecting the Lead’s primary contact information or creating a new Conversation thread.Expected Benefits:Streamlined workflow and reduced manual steps Improved agent efficiency and response time Enhanced user experience by maintaining context within a single Conversation

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    Forum|Forum|10 months ago
    P
    Product EnablementNew Participant

    Add Tag Manager Support for the News site featureSubmitted

    I like the News site feature, but we need to be able to implement a Tag Management System e.g. Google Tag Manager on the site so we can implement other tech like a cookie consent banner on it.There is a growing wave of data privacy litigation and threats hitting companies big and small and we need to be able to provide a privacy support video viewing option for visitors on our help site or we will be forced to take down the content.

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    Forum|Forum|10 months ago
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    Product EnablementNew Participant

    Privacy Support Video URLsSubmitted

    When building help documents in the help center, you need to allow support to embed videos with the following URL pattern:“youtube-nocookie.com”Today you only support “youtube.com”.There is a growing wave of data privacy litigation and threats hitting companies big and small and we need to be able to provide a privacy support video viewing option for visitors on our help site or we will be forced to take down the content.

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    Forum|Forum|10 months ago
    Aiden Taylor
    Aiden TaylorNew Participant

    Access dial pad during pre-connection phaseSubmitted

    Some customers have turned on spam blocking or use a third-party app to help determine if the call is spam. These apps ask the caller to dial one or two numbers to push the call through to the user.Currently,  the keypad only becomes available once you're connected to the customer, not during the pre-connection phase when spam-blocking apps prompt for verification.Please allow access to the dial pad at any point of a call.

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

    Allow ticket view to be configurable/resizableSubmitted

    Conversations and tickets that contain a lot of information are often not easy to work with.When a teammate is typing a message or a note, the screen enlarges, causing the previous comments to almost not be visible anymore.It would be nice to be able to resize the area’s ourselves so that a teammate can decide what is visible and not.Please have a look at the attached screenshot. The red area where the customer’s comments are visible, is very small. If the teammate needs to view information from the customer while creating their note, they potentially need to scroll a lot. 

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    Pamela Van Gasse
    Forum|Forum|10 months ago
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    channelwillNew Participant

    Urgent: Restore missing export fields: Inbound/Outbound classification and TimezoneSubmitted

    The new export interface is missing critical fields that were available in the old system, specifically:Inbound/Outbound classification - The current "Started by" field only shows values like "reply to workflow/message" instead of clearly indicating whether conversations were customer-initiated (inbound) or team-initiated (outbound) Timezone as separate column - This field was previously available but is no longer accessible as a standalone column Reopened status - Another field that's missing from the new exportThese fields are essential for conversation analysis and reporting workflows. The old export interface was already deprecated on my end, leaving no way to access this data through the UI.Business Impact:Without these fields, teams cannot properly analyze conversation patterns, measure inbound vs outbound engagement, or track reopened conversations - all critical metrics for customer support operations.Requested Solution:Add these missing fields back to the new export interface to maintain feature parity with the old system.

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    Forum|Forum|10 months ago
    D
    damien_querbesNew Participant

    Add Conversation starter is: API' so Fin can reply to users answering to outbound messages initiated through APISubmitted

    At the moment, when an outbound message created by API (via third party), the user’s reply can’t be addressed by Fin because 'Conversation starter is: API' is missing. The product team has confirmed there is not any trigger available addressing this specific scenario. 

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    Forum|Forum|10 months ago

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