Product Wishlist | Community

Help Center
Academy
Developer Hub
Partner Hub
Hire an Expert

Create New Topic
Login

Pioneer: A summit where CX leaders redefine what's possible

13 days ago

Home
Ideas

Product Wishlist

Share product ideas and upvotes with our product team

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

Forum|Forum|2 years ago

33837

Idea Pipeline

Filter by idea status

Browse by category

3155 Ideas

Most replies

Most votes

Newest first

SarahtheSandmaamNew Participant

Allowing Monitors for Human-Only Teammates (No Fin Requirement)Submitted

Hello! 👋 Our Quality Assurance team has a strong focus on manually evaluating conversations handled only by our human teammates. At this time, Monitors will not pull conversations for review unless the following parameter is met:The conversation must include at least 2 messages from Fin and 2 messages from the customer. Would it be possible to not have this parameter in place? A substantial amount of our conversations (especially emails) do not involve Fin, and they are equally important for evaluating the overall Customer Service experience. Thank you! 😊

Forum|Forum|20 days ago

RichieNew Participant

Allow CC and BCC recipients to be added to Fin's outbound email repliesSubmitted

Currently, Fin AI Agent has no way to add CC or BCC recipients to its outbound email replies. Fin can only carry forward participants that were already on the inbound thread , there is no mechanism to inject a standing address into every reply Fin sends. When human teammates reply, they can manually add CC or BCC recipients. But when Fin handles the conversation autonomously, there is no equivalent option, meaning automated responses fall outside these oversight and compliance workflows entirely. What we're asking forThe ability to configure one or more standing CC and/or BCC addresses that are automatically included on every email reply Fin sends. Ideally this would be configurable at:Deployment level — a global setting under Fin AI Agent > Deploy > Email that applies to all Fin email replies Workflow level — an option within the "Let Fin handle" step for more granular control per workflowThis would bring Fin's email behaviour in line with what human teammates can already do manually, and ensure automated responses aren't excluded from compliance, audit, and oversight processes.The reason why we are asking for this?Audit and ComplianceProvides an easily accessible audit trail that can be used for internal investigations, compliance reviews, information requests, and quality assurance activities without relying solely on the Intercom platform.Operational VisibilityAllows authorised staff to search and review AI-generated outbound communications directly within Outlook, reducing the need for additional platform access when validating customer interactions.

Forum|Forum|20 days ago

Maddy SimonseNew Participant

Add Spell Check to Help article editorSubmitted

Right now, the Intercom help article editor doesn’t have spell check. You need to rely on extensions to see simple spelling errors. Request to add simple spell check functionality to the help article editor.

Forum|Forum|20 days ago

steveddanielsNew Participant

Newsfeed styling needs a huge upgradeSubmitted

The styling options for Newsfeeds are so limited as to make it almost impossible for Newsfeeds to meet basic accessibility and usability requirements. For example:The link text in the header is always white, no matter what background color or image is shown behind it. So the header basically has to be a dark background. The footer is always white, so only a dark-color logo will show in the footer… which of course conflicts with the fact that only a light-color logo will work in the header. The uploaded logo image is so small as to be completely unreadable Author avatars show as… white text on a white background (?) so they basically just appear as blank white space in each post. There are no styling options at all for post content There is no way customize fonts There is no social button available for Instagram, for some reasonThis makes it very difficult for us to even adopt the Newsfeed feature at all. The Newsfeeds should be brought up to parity with the styling options available in Help Center (custom fonts, more color options, etc). Ideally styling could be configured globally and applied to all features (Help Center, Messenger, Newsfeed, etc), but that’s a longer-term dream :)

Forum|Forum|20 days ago

Evie LynchNew Participant

Outage workarounds -> messenger downSubmitted

During product outages when the Messenger is unavailable - it makes it almost impossible to notify affected customers directly. Outbound messaging currently cannot filter by ticket status (for example, “Open” tickets). This makes it difficult to target only customers who currently have open support tickets.A solution would be:The ability to filter outbound audiences by ticket status (e.g., Open tickets).This would make it much easier to proactively communicate with affected customers during incidents

Forum|Forum|20 days ago

Tim SchoutenNew Participant

Possibility of a left sidebar in the helpdesk to navigate between topics, subtopics and articlesSubmitted

We are using intercom a lot and has been a great tool so far. However now that we are growing and our helpdesk is growing as well, we notice that the current way the navigation is setup becomes way too complex for our customers and even ourselves. Once somebody clicks on an article from the homepage of our documentation, they can't clearly see under which topic/parent that page belongs (besides the breadcrumbs). For example we could have the topic onboarding which involves 6 articles and a topic authorisations which can have 10 articles for each authorisation we offer. To navigate between articles onder 1 of these topics is currently not super straightforward. Long story short, what we are really hoping, as we don't want to have to migrate to another tool just for our helpdesk/docs; is if it would be possible to have a sidebar available in the documentation/helpdesk. This would allow people to know exactly where and under which hierarchy they are viewing an article and allows them to easily navigate between articles on certain topics without having to always navigate back to the homepage to find the relevant article. Here are a few examples of other companies that do have helpdesks/docs with a sidebar to show what I mean:- https://docs.birdie.so/birdie-docs- https://docs.northbeam.io/docs/getting-started-with-northbeam- https://academy.madgicx.com/lessons/facebook-dashboard So basically the sidebar allows you to see where and under which topic/subtopic you are viewing an article, plus it allows you to easily switch between articles from any topic from any page.Thanks in advance for any upvotes!💪🏼

Forum|Forum|20 days ago

ImmortalNew Participant

Monitors Reviews Notes: add formatting optionsSubmitted

I recommend implementing a WYSIWYG field for the Notes section in the Review area. This enhancement would significantly improve the readability of feedback provided to agents, making the information clearer and more accessible.

Forum|Forum|20 days ago

miamNew Participant

Monitor Reviews: add related reviewsSubmitted

Given that multiple agents may engage with a single chat, it is possible for several reviews to be associated with one conversation, which could lead to confusion. To enhance clarity, I recommend implementing a “related reviews for this chat” feature within the review section, located under the “Submit Review” button. This addition could greatly improve the QA experience.

Forum|Forum|20 days ago

miamNew Participant

Qualification tabSubmitted

It is important to review the details regarding which agent made edits to the fields in the Qualification tab, along with the corresponding date and time of these changes. This information could be effectively incorporated into the `Show conversation events` feature for better tracking and transparency.

Forum|Forum|20 days ago

miamNew Participant

Monitor Reviews: add the possibility to share the link to the reviewSubmitted

At present, there is no functionality that allows users to copy a link to the review or to view the review directly within the chat tabs. It is essential for us to have the capability to share links with both leads and agents, particularly when specific reviews require greater attention.

Forum|Forum|20 days ago

SaraAnastácioNew Participant

Automatically translate articlesSubmitted

It would be very helpful if Help Center articles could be automatically translated into supported languages when we change the language in edit mode. Ideally, when an admin switches the article language, the system would: Auto-generate a draft translation of the article content in the selected language Allow the admin to review and edit that translation Let us publish once the translation has been reviewed This would save time, improve consistency across languages, and make it easier to maintain multilingual content.

Forum|Forum|20 days ago

alexheidiNew Participant

Translate help centreSubmitted

Ability to auto trnaslate help center, ideally syncing an image creation tool that translates UI although tech is probably not there yet.

Forum|Forum|20 days ago

GydoParleyNew Participant

Enable to edit own permissionsSubmitted

I would like to have the ability to change my own permissions if i have access to them.I fully understand that you should not be able to change settings or permissions if you do not have access. But I have full access in intercom but i'm unable to change anything for my self, so i have to ask another user to remove my seat.

Forum|Forum|20 days ago

KaydeNew Participant

Option to Disable \ for macrosSubmitted

This wasn’t a problem until recently, but something seems to have updated over the weekend where both # and \ open the macro list. I’m sure that’s helpful to someone, but the thing is that \ is how I open Grammarly snippets, and since Intercom now has that, it makes it impossible to open Grammarly inline. The # was more than enough. Please at least give me the option to disable the secondary option so I can use Grammarly in the inbox

Forum|Forum|21 days ago

Cassie AlterNew Participant

Schedule send replies to emailsSubmitted

I would like to be able to reply to an email and schedule send it for the morning. I am sometimes working late at night or I know the person I am emailing is on vacation and I don’t want to bother them. I would like to be able to schedule the email for another date/time and have it send then. I should be able to edit that email after I click “schedule” and make updates if I need to. There should also be an area where I can see all my scheduled emails. This is a feature that exists already in gmail and most other emailing platforms.

Forum|Forum|22 days ago

Katie MayhewNew Participant

Schedule emails from the inboxSubmitted

It would be good to have the ability to schedule emails sent from the inbox to allow forward planning of adhoc outreach.

Forum|Forum|22 days ago

Ainaz 🧚‍♀️New Participant

добавить фильтр, где можно посмотреть затегированные и незатегированные чатыSubmitted

добавить этот фильтр было бы очень удобно. мы в компании делаем результаты тегирования чатов за месяц, хотим тегировать польностью чаты

Forum|Forum|22 days ago

Jen McGeeNew Participant

Folders for tagsSubmitted

Would love to be able to organize all our tags by folder, just like we do with macro’s. It would make adding tags so much easier, not having to scroll through forever to find the tag. Especially since I have to use tags for several workarounds, we are getting to be heavy on tags.

Forum|Forum|23 days ago

DianaActive User

Custom data field filteringSubmitted

to be able to filter by custom data fields = NULL (having not be filled out or selected) Really annoying you can’t do this right now.

Forum|Forum|23 days ago

Adam KnowlesNew Participant

Reporting: Tracker tickets created by teammateSubmitted

Currently, reports can show ticket metrics like “New tickets,” but there isn’t a way to report on how many tickets a specific teammate has created by ticket type (for example, Tracker tickets). You can only see the ones they are assigned to. It would be useful to add a report metric or breakdown that shows tickets created by each teammate, with the ability to filter by ticket type such as Tracker tickets. This would make it easier to measure individual contribution and track volume for internal ticket categories.

Forum|Forum|23 days ago

Rose | Technical SupportNew Participant

Reporting around agents manually reassigning assignees and inboxesSubmitted

I want to be able to pull reports using criteria found in the “event history” of a ticket. For example, I have an agent who gets a ticket assigned via Balanced Assignment. He then goes in and manually changes Assignee: unassigned, and Team Inbox: unassigned. The activity appears in the event history of a ticket. I am not able to pull any data around actions that only appear in the event history. I can only pull data around tickets being reassigned, which is not helpful in this case. I also can’t use the filters around ‘current assignee’ because that has changed between the time of the action taking place and pulling the report, and is also not relevant to what I need to track. Use case: Agent is unassigning themselves from tickets they don’t know how to do. Create a report to track Tickets that have the action “X agent changed status from Assignee: X to Assignee: Unassigned”. That way I can then filter by ticket category or case type to understand product knowledge gaps and use for training purposes.

Forum|Forum|23 days ago

Erika KronwaldNew Participant

CSAT goes to the current participant, not the originalSubmitted

I was surprised to find out that if a participant of a ticket is changed, the CSAT still sends to the original person. For example, someone from our sales team might forward an email to us, and even though we've removed them and added the customer as the participant, the CSAT score will go to the original sender (in this case, the sales person). I was definitely surprised that it doesn't take into account the person who is actively the participant on the ticket, but I assumed the system was smart enough to pick up who the active participant is at the time of sending a CSAT survey.

Forum|Forum|24 days ago

Florent RousselNew Participant

Advanced searchSubmitted

The search is very basic and doesn't allow to even use operators likecontainsbeginsWithmatchesgreaterThanor even wildcards *, ?

Forum|Forum|24 days ago

Ren DaloNew Participant

Help Center: More social media options for the footer!Submitted

Hello! Please add more social media link options to the footer such as Bluesky, Substack, Mastodon, Reddit, etc. I know it’s technically possible to add our own links as a separate column, but if you’re using the simple footer layout it won’t show if you need multiple columns.

Forum|Forum|24 days ago

Christopher DucoteNew Participant

Feature Request: Auto-Collapse Quoted Email Trails in InboxSubmitted

The ProblemWhen customers reply to email conversations, their email client includes the entire previous thread below their new message — as virtually every email client does by default. Intercom's Inbox renders this quoted trail fully expanded, inline, for every single message in the conversation. The result is that a 6-reply email thread becomes an endlessly scrolling wall of duplicated text, where the same content is repeated over and over, growing exponentially with each reply.This makes it genuinely painful to work through email-based tickets. Instead of quickly scanning the latest reply at the top and moving on, agents have to scroll past pages of repeated content just to orient themselves. Multiply that across dozens or hundreds of tickets a day and you're looking at a real productivity hit — not to mention the mental fatigue of parsing the same text blocks repeatedly.Why This Is FrustratingEvery major email client and nearly every competing helpdesk platform handles this gracefully. Gmail, Outlook, Zendesk, Freshdesk, Help Scout — they all detect the quoted text delimiter and collapse it behind a simple "show quoted text" toggle or ellipsis. It's a solved problem. It has been a solved problem for over a decade.The fact that Intercom still displays raw, fully expanded email trails in 2026 is baffling. This isn't a complex engineering challenge. Email clients universally use standard markers for quoted text (> prefixes, --- Original Message --- delimiters, etc.). Detecting and collapsing these behind an expandable toggle is straightforward — it's the kind of thing a single engineer could prototype and ship in a day.What We'd ExpectQuoted email trail text should be collapsed by default in the Inbox conversation view. A simple "Show quoted text" or expand toggle (like Gmail's ellipsis ...) should let agents reveal the full trail when they actually need context. This should apply to all inbound email messages where quoted/forwarded content is detected.The ImpactThis affects every single team that handles email-based conversations or tickets in Intercom. It's not an edge case — it's the core workflow. For teams processing high volumes of email tickets, the lack of this basic functionality adds up to hours of wasted scrolling and lost focus every week.This feels like the definition of a quick win: low complexity, high impact, long overdue. We'd love to see it prioritized.

Forum|Forum|24 days ago

Join the Fin Expert Program 🏆

1 year ago

Terms & Conditions Accessibility statement

Join the Intercom Community 🎉

Already have an account? Login

Intercom Customers and Employees

Username *

E-mail address *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Intercom Customers and Employees

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview