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    JoanaViolanteNew Participant

    Possibility for links on post messages to be opened on the same page and not on a new tabSubmitted

    When using a link on posts/messages, all works fine, but when users click on the link, it opens on a new tab. Could it be possible to load on the same page the user is/be redirected, instead of opening a new tab?

    0
    9 months ago
    David MartinNew Participant

    Opting out of follow-up emailsSubmitted

    We have a user who would like to opt of of the option to receive emails if they dont see the message within 5 minutes. We dont want to turn the feature off for everyone but would like to be able to let the customer opt out. 

    0
    9 months ago
    R C
    R CNew Participant

    Embed Trails.so video into Intercom articleSubmitted

    We’d love to see the ability to embed a Trails.so video into Intercom articles. Trails is a training video and documentation creation tool, and a major use case is creating onboarding and help content. It would be a natural fit to allow these training videos to be integrated into an Intercom help desk. The proposed integration would allow the user to paste in a Trail link like this one: https://trails.so/t/P3tE780yYXFO?lang=en into the embed video field as such to embed the Trail’s video: 

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    R C
    9 months ago
    Jon CawsNew Participant

    Control App notifications outside working hoursSubmitted

    In the mobile App, I’d really like the option to suppress notifications outside working hours so that I’m not hearing the phone go off with support requests at any hour of the night and day, but at the moment this would mean going Settings > Notifications and toggling everything on/off at the start/end of each day.  

    0
    9 months ago
    Ana BahrConnector

    Branching/merging or ability to maintain more than one draft of an articleSubmitted

    When working in the Help Center it would be helpful to be able to branch an article or to have multiple draft versions of an article. My Dev team works on many features simultaneously and sometimes those changes affect a single document but the features are released at different times. In those cases I need the published version of Doc A, Draft version 1 for feature 1, and Draft Version 2 for feature 2. Those articles may sit in a draft version for weeks or months. Now I have to create a fake unpublished article for each scenario, then copy/paste the contents back to the published article as the features are released. 

    0
    9 months ago
    Ana BahrConnector

    Snippets or reusable textSubmitted

    In our help center, we often have bulleted lists, numbered lists, callouts, and sections that repeat in multiple articles. It would be helpful to have a repository of text components that can be reused as needed. If an update is made to the component in the repository, it is pushed out to all occurrences of the component in the articles where it is inserted.For example, say I have the following note: Note: You must include the following IP address in your allow list to download reports: 127.0.0.1I need to insert that note into 10 different articles about reports. I would create a reusable component containing the note and then insert that component into each article as needed. Say that the IP address changes after a few months. I should be able to edit the IP address in the stored component and have the updated note with the new IP address display in all 10 articles.  

    0
    9 months ago
    Ana BahrConnector

    Variables for product and feature names in the Help CenterSubmitted

    When I am writing help center articles, there are many feature and product names that I would like to enter into the text as variables. By using a separate variable to store each name, if the name of a feature or product changes in the future, I can update the variable's value and have it reflect the change everywhere the variable is used. In a quickly changing tech world, this can be a huge time-saver. 

    0
    9 months ago
    Michael Stephenson
    Michael StephensonNew Participant

    Help Center Styling: Content Section CustomizationSubmitted

    I am interested in more dynamic ways to customize the 'content section' of our help center beyond the current capabilities. Specifically, I would like to suggest the following enhancements:Advanced Banner/Graphic Integration While I appreciate the ability to add a background image, I find it lacks the flexibility needed to effectively use banners or graphics as calls-to-action. These CTAs could be extremely helpful for promoting new features or directing traffic to specific content collections (especially for those who may not use the News Center).  Enhanced Text Editing and Formatting The current text editing and formatting tools are somewhat restrictive, limiting our ability to tailor content presentation to our needs. I suggest expanding the text editing toolkit to include more robust formatting options. Additionally, the ability to insert custom HTML code blocks would offer the flexibility needed to create a more personalized and engaging content section.

    6
    9 months ago
    Chris AnnicellaConnector

    Option to move "Open in Help Center" to top of Articles in MessengerSubmitted

    The current behavior: When viewing a Help Center article inside the Messenger, the "Open in Help Center" link — which opens the article in a full browser tab — appears only at the very bottom of the article (screenshot below). The problem: The users who most want to open an article in the full Help Center are the ones reading long articles — the Messenger pane is narrow, so long articles mean cramped screenshots, a squeezed table of contents, and a lot of scrolling. But to discover the "Open in Help Center" option, those users have to scroll through the entire article first. The link's placement is backwards relative to the people who need it: by the time they find it, they've already done the cramped reading it was meant to save them from.The request: Show "Open in Help Center" at the top of the article as well — near or just below the article title (mockup below) — or give us a setting to choose its placement (top, bottom, or both). Keeping the bottom link is fine; readers who finish an article sometimes want the full URL to share or bookmark. The ask is simply that the option also be visible before someone commits to reading the whole article in the pane.  A lightweight alternative: even a small "open in new tab" icon in the Messenger article header would solve this without adding a text link that pushes content down — whichever fits the Messenger design best.The payoff: users who prefer full-width reading get there in one click instead of after a full scroll, and long-form documentation becomes genuinely usable from the Messenger. Thanks for considering!

    0
    9 months ago
    Kate from PRNew Participant

    Collapsible TOC at the top of an articleSubmitted

    As you may know, the collapsible table of contents functionality is specific to articles viewed in the Messenger chat window. When viewing one in a messenger chat the TOC is at the top. For the regular desktop Help Center view, the table of contents appears to the right. I understand that having collapsible sections in the article is an alternative, but it is a bit different. Plus, creating collapsible sections is pretty difficult/glitchy/not intuitive. Having the table of contents at the top right is good, not bad, but to my taste having it at the top center being collapsible is better. It would provide a cleaner, more focused experience similar to what you see in the Messenger view.

    0
    9 months ago
    timbarrettoNew Participant

    Support region-specific language codes (e.g. fr-CA, en-CA) for language overridesSubmitted

    Hi team,We ran into a limitation with language overrides and wanted to raise it here.Right now, region-specific language codes like Canadian French (fr-CA) and Canadian English (en-CA) aren’t supported. That makes things tricky for teams working across regions where the same base language is used, but spelling, terminology, or legal wording differs by country.While this came up for us in a Canadian context, the same pattern applies to other locale-based language variants as well.Supporting full locale codes would make localisation more accurate and reduce the need for workarounds or duplicated content. Most internationalisation standards already rely on language + region combinations, so it would be great to see Intercom support them for overrides too.Posting this to see if others have run into the same issue — upvotes welcome if this would be useful for your team.

    1
    9 months ago
    Ryan WinklerNew Participant

    Fin AI: run a durable backfill job across existing tickets + conversations (no open/close workaround)Submitted

    Everyone is just getting onto AI and starting to understand Fin and what it can do. But the reality is: most teams are sitting on a mountain of dirty, unstructured historical data. That blocks us from using our own history for trend analysis, routing, automation, and learning loops in any meaningful way. Intercom already shows the pattern works: Topics Explorer retroactively assigns topics/subtopics via a “backfilling” step (currently described as the last 90 days) and then does daily inference on recently closed items. That’s the right idea — now we need it beyond topics, and we need it for tickets and conversations as a first-class capability.  What I’m asking for Give us the ability to run a durable, resumable backfill job on existing tickets and conversations that re-runs Fin AI classification/enrichment and writes results back to our chosen fields/attributes — without requiring us to open/close every ticket. This should feel like a real platform primitive:  “Re-run Fin classification on dataset X” “Apply current labeling logic to historical items” “Populate ticket + conversation attributes consistently”   Why product leadership should care This isn’t a “nice-to-have automation.” It’s foundational for making Fin real at scale:  Data integrity & reporting If only net-new items are enriched, every metric you show to customers is biased toward “post-AI era” data and hides the baseline. That makes it harder to prove impact, especially as you expand Fin AI Agent reporting metrics/attributes and reporting labels.  (And yes — this ties directly to the discussion I already raised in my Fin thread replying to the upcoming reporting-labels/metrics work.) Customer journey intelligence Teams want to map the full journey: pre-sales → onboarding → incidents → renewals. If history is unstructured, journey analytics stays cosmetic. Fin gets smarter when customers can iterate Intercom is actively enabling customers to improve Fin with “content from conversations.”  Backfilling is the missing partner to that: as customers refine knowledge and classification, we should be able to re-run enrichment over history to validate improvements against real volume. Outbound + automation is about to create even more data You’re already pushing Fin deeper into outbound follow-ups. Great.  But if we can’t retroactively structure historical data, outbound-driven automation will widen the “old data vs new data” gap and make reporting/segmentation messier over time.   “This already exists… just not where it needs to” Intercom has job-style infrastructure for exporting data (including date-range export jobs, with concurrency limits). So this request is straightforward conceptually: a managed backfill job, except it writes back Fin-derived fields rather than just exporting raw records. Also: Intercom notes bulk exports for conversation content are API-driven and time-bounded (and UI bulk export isn’t available). That’s exactly why this should be a first-class back-end job with safe controls, not a hacky “open/close everything” workflow.  Trust, privacy, and “don’t make me create a compliance incident” If you ship backfill, it should be designed like a serious platform feature with guardrails:  Scoped access controls (who can run it, which inboxes, which time ranges). Audit logs (who ran what, when, what changed). No customer re-notifications (analysis + field updates only). Data minimization (store only needed derived labels; don’t replicate raw content). Resumable, idempotent processing (safe restarts; deterministic outputs).  And this is where it gets bigger than “support ops”: backfill can become a trust & safety accelerator if it supports sensitive information classification and remediation workflows. Intercom already has security features like PAN redaction. A backfill pipeline could optionally scan historical  conversations/tickets for sensitive categories and support governance controls (e.g., classify → restrict → redact → retain evidence). This matters because customers are dealing with real legal obligations, including:  GDPR DSAR / portability / erasure workflows (exports + deletion expectations).  DMCA / legal takedown style requests (content traceability + audit). CSAM and other illegal-content reporting requirements (classification, quarantine, strict access, audit trails).  If you want to be the AI-first customer comms platform, you can’t ignore that “AI over historic data” intersects with compliance and safety — and doing it deliberately is a competitive advantage.  Minimum viable requirements  Background job + progress + completion summary (counts, failures). Scope filters: inbox/team, date range, open/closed, tags/attributes, ticket types. Choose outputs: conversation attributes, ticket attributes, selected fields. Idempotent + resumable + rate-limited. Clear “no customer impact” guarantee (no state changes, no outbound triggers). Optional: dry-run sampling + estimated impact.   User interview I want to talk to the team building this. I’m in Dublin, Ireland, and happy to do a user interview (also happy to meet anyone in Dublin). If helpful, I can share the volume we’re dealing with, the exact attributes/labels we want to backfill, and the reporting gaps this would close.

    0
    9 months ago
    Henrik R
    Henrik RActive User

    Customizable Workflow Messages Including Expected Reply TimeSubmitted

    I have a request regarding better customization of messages in workflows. Specifically, I would like to be able to insert “Show expected reply time” within a custom message, instead of it being sent as a standalone response.This would be useful for customers who email us, as it would reduce the need for multiple automatic replies.The “Show expected reply time” feature is very useful, and since it is dynamic and pulls opening hours from the settings, it is important that this functionality remains. However, it would be valuable to be able to combine it with additional information in the same email—such as a signature, links to manuals, or other helpful content.This would make the automated response clearer, more complete, and more user-friendly.For your information, it appears that in Intercom’s current behavior, if both “Show expected reply time” and a reply message are triggered at the same time for an email, the dynamic “Show expected reply time” message is skipped, and only the reply message is sent.This means that when a custom response is configured, the customer does not receive the expected reply time information, even though it is enabled.

    0
    Henrik R
    9 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Workflow that checks when a teammate is assignedSubmitted

    It would be nice to be able to start a workflow and perform some actions when a teammate is assigned.In our case we would like to automatically set the ticket state from Submitted to In Progress when a teammate is assigned.

    1
    9 months ago
    Ella JamesNew Participant

    "New Conversation/Live Chat" ButtonSubmitted

    Hello! It would be AMAZING if there was a better notification option for when a conversation or a live chat pops into your team inbox. E.g., We have a team inbox called “Support Live Chats’. Our team has Chat First Response Time goals and it’s difficult to be watching the inbox 24/7 to see if a chat enters. The notification options aren’t the best for chats - especially when you have a goal to respond to the chat in 1-2 minutes. You can’t even specify notifications for a specific team inbox. It would be great if you could select notifications for specific team inboxes. Or even if there was a button that would flash when a live chat came in.

    0
    9 months ago
    mmajorNew Participant

    Update verbiage for Salesforce syncSubmitted

    When using the Salesforce/Intercom sync, it shows when it was last synced. There is no indication as to what data that entails. I was alarmed when initially viewing this page, as I thought our sync was broken since it showed the last sync was 2 months ago. After working with another team to test, the sync is working fine. The “last synced” refers to a bulk sync, and nothing else. The product should be updated to inform users that data point is only for bulk syncing. 

    0
    9 months ago
    DuncanNew Participant

    Microsoft Requirement - Blocking IntercomSubmitted

    Microsoft has stopped our app from publishing in the store because of this condition:Products that contain generative AI must provide a means for users to report inappropriate content generated by the AI. Please update the product to include this feature.We integrate our support chat into our app, and you're going to have this issue with your other customers soon, so I would recommend adding that button when you get a chance.

    0
    9 months ago
    Lizzie HolmesNew Participant

    Preserve markdown formatting in tickets (Ticketing API)Submitted

    Intercom tickets created via the Ticketing API are stripping markdown formatting from submitted content, including line breaks, lists, and code blocks. As a result, structured technical messages become difficult or impractical to read, particularly when reviewing code. This issue has been raised by multiple users on our side and materially affects support workflows for technical teams. This affects 60% of our customer interactions.

    0
    9 months ago
    Jill Bragg
    Jill BraggActive User

    Not Able to Copy/Save to PDF on Long Side Conversation ThreadsSubmitted

    Currently, there’s no way to download/export a side conversation. As a workaround, I tried copying the whole side conversation thread & then saving it as a PDF. However, that doesn’t seem to work on longer threads. Only 4 or 5 of the replies in the thread actually get copied into the PDF. We’ve tested on Mac & Windows, & the behavior is the same. We’ve also tried pasting the copied thread to Google & Word docs, but it still behaves the same way.At the very least, we need this functionality fixed so that we’re able to copy & save longer side conversation threads to a PDF. In addition to this, we need the dates and times of each reply to be shown in the PDF. Ideally though, we need a way to export side conversations.

    0
    Jill Bragg
    9 months ago
    Rebecca SmithNew Participant

    Team inbox assigned conversationsSubmitted

    At the moment it’s not possible to view all conversations in the Team inbox. Once the conversation is assigned to a teammate it disappears out the main inbox.This isn’t particularly helpful when the whole team needs to see and respond to conversations which aren’t assigned to them specifically.It would be much better if you could view the assigned conversations in the Team inboxes, similar to how the "All" inbox works.

    0
    9 months ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Add Workflow Path Tracking for TroubleshootingSubmitted

    Current workflow troubleshooting only shows main workflows (not reusable ones) and whether a workflow was triggered, not the specific path taken.When multiple branches lead to the same outcome, we must manually examine user data and guess which route was taken. This is time-consuming and error-prone.Full path tracking would show the exact sequence of steps across all workflows, enabling faster, more accurate troubleshooting.

    0
    Nurit
    Innovator ✨
    9 months ago
    Max from MomandaNew Participant

    AI-powered conversation routing before Fin responds (Multi-Brand support)Submitted

    We operate as an agency and handle support for multiple brands. Each brand has its own inbox and Fin setup with brand-specific knowledge and tone.The problem:Sometimes customers send emails directly to our agency email address, even though their request relates to one of our brands. Currently, there's no way to have Fin analyze and categorize the conversation first, route it to the correct brand inbox, and then let that brand's Fin respond.Current limitations:Fin Attributes are only assigned at the end of a conversation or as part of escalation rules – not before Fin responds Using message content filters isn't practical because inquiries are too varied and individual Manual routing defeats the purpose of automationDesired workflow:Email arrives in agency inbox AI analyzes the conversation and identifies which brand it relates to Conversation is automatically moved to the correct brand inbox That brand's Fin setup handles the responseRequest:Please add:The ability to use AI-based classification to route conversations to the correct inbox before Fin responds The option for Fin to respond to moved/rerouted conversations without requiring the customer to send a new messageAs of right now, even if we manually move a conversation, Fin cannot respond to it – the customer would have to reach out again. This makes multi-brand support impractical.

    0
    9 months ago
    Max from MomandaNew Participant

    Support for array/list parameters in MCP tool inputs for Fin AISubmitted

    We want to connect Fin to our ClickUp workspace via MCP to give it access to our internal knowledge base (Docs/Wiki). This would significantly reduce manual work and improve our resolution rate.However, we've hit a blocker: MCP tools that require array parameters as input are not displayed at all in Fin's tool selection. They are completely unavailable.Specific example:The ClickUp MCP tool get_document_pages expects a page_ids parameter as an array of strings (e.g., ["page_1", "page_2"]). This tool doesn't appear in Fin's available tools list because of the array requirement.Workaround attempted:We tried building a custom API integration, but it doesn't work reliably and requires ongoing maintenance.Request:Please add support for array/list parameters in MCP tool inputs so these tools become available to Fin.

    0
    9 months ago
    Hannah JoyNew Participant

    Feature request: Responsive banner chart textSubmitted

    ProblemBanner chart text doesn’t currently reflow “intelligently” when the chart type sizing or display dimensions change.As a result: Words can be broken/cut mid-word Paragraph breaks (entered via “Enter” / hard returns) aren’t reliably preserved in the rendered output Requested behaviourWhen the banner chart is resized (or displayed at different dimensions), text should: Reflow responsively with the available space (wrap/resize/truncate as appropriate) Never split words across lines (wrap at word boundaries) Honour paragraph breaks so intended spacing/structure is preserved

    0
    9 months ago
    Shannon MurdochNew Participant

    Allow users to customize mobile app badge count (unread vs total conversations)Submitted

     Currently, the Intercom mobile app badge shows the total number of conversations, even when they're all answered. This makes the badge less useful for identifying what actually needs attention.Requested Feature:Add a setting that lets users choose what the app badge represents:Unread conversations only (preferred) Total conversations (current behavior)Why this matters:The badge should help users quickly identify when they have messages that need responses. Showing answered conversations makes it harder to spot genuine unread items that require action.Technical note:The mobile SDKs already support unread conversation counts, so the functionality exists - we just need user control over how it's displayed in the badge.This would make the mobile experience much more practical for staying on top of customer communications.

    0
    9 months ago
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