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    Stephen BeiterNew Participant

    Ability to use markdown in article editorSubmitted

    I’m sure this has been requested in the past, but I would like to bring it back up. As AI becomes more integrated into content creation workflows, the ability to use markdown to ensure consistent formatting across platforms and spaces becomes increasingly necessary. Please add full support for markdown in the article editor. Thank you!

    0
    9 months ago
    Stephen BeiterNew Participant

    Ability to remove the author and timestamp from articlesSubmitted

    Hi everyone!I would like to request the ability to remove the author and timestamp from the top of the articles. As products age, articles may remain perfectly accurate and relevant, but may appear to be outdated if written by a former employee or several years ago. I would like to not need to be editing and updating perfectly good articles regularly for no reason other than to update the author and/or timestamp. Thank you!

    0
    9 months ago
    Green Filing MarketingNew Participant

    Add Mobile Carousel feature to EmailSubmitted

    know we can insert a photo, and we have the multiple columns option. However, I would love the option of a carousel to provide more information while keeping the email tidy. Thanks for considering.

    0
    9 months ago
    SaraAnastácioNew Participant

    Option to not send automated message when creating ticketsSubmitted

    When converting a chat into a ticket, we can configure the ticket to send an automated message to the customer as part of the workflow. While this is useful in many cases, there are situations where we may want to create the ticket without sending that automated message. It would be very helpful to have an option to override or suppress the automated message at the moment of conversion, without needing to disable the workflow entirely. Why this is needed: Some chats are converted into tickets for internal tracking or escalation, but do not require immediate customer communication. In certain cases, the automated message can be confusing or premature, especially if the ticket is still being reviewed internally. Disabling the workflow altogether is not practical, as the automated message is still needed in most scenarios. Suggested solutions: A checkbox when converting a chat to a ticket (e.g. “Do not send automated message”) A per-conversion override option, even when a workflow is active Workflow logic that allows the automated message to be skipped based on conditions or agent choice This would give support teams more flexibility while preserving the benefits of automated workflows.

    0
    9 months ago
    LuafdinizNew Participant

    Add "When ticket/conversation is unsnoozed" as a workflow triggerSubmitted

    Currently, workflows can trigger when tickets are created or when states change, but there's no trigger for when a snoozed ticket/conversation automatically unsnoozes after its snooze period ends.This would enable automating actions like auto-closing tickets that remain unresponded to after the snooze period, without keeping them cluttering inboxes during the wait time. The trigger would allow workflows to detect when items return from snooze status and take appropriate actions based on tags, time elapsed, or other conditions.This would complement existing snooze actions and wait functionality by providing the missing piece for post-snooze automation.

    0
    9 months ago
    Erin from HallowNew Participant

    Expiration or Reminder Feature for Temporary ContentSubmitted

    I'd love a better solution for temporary content. I find myself hating publishing snippets or macros that I know are only relevant for a month but there's no way to set a reminder or expiration date. If there were that would be amazing! My current workaround is to label it TEMPORARY or include a date in the title and set a reminder in my calendar, but it would be ideal if I could set it to un-publish or archive or something after a certain period. 

    0
    9 months ago
    Dallan KoyleActive User

    Allow Back office tickets to be shared with customers after ticket creationSubmitted

    Back office tickets can be shared with customers. But what you cannot do is create a back office ticket, allow the team to look at or work on the ticket and THEN share the ticket with the customer: Please make it so that a back office ticket can be share with the customer when the agent determines the time is right even after the ticket has been created.

    0
    9 months ago
    Dallan KoyleActive User

    Enable workflow triggers based off of Ticket AttributeSubmitted

    Please enable work flows based off of Ticket Attributes. For example. I need the ability to trigger a work flow to send a pre-define text AND change the status when I mark a Boolean titled “Driver List Uploaded” from False to True.What I want is to send the customer a text indicating this step is complete and to change the status from “In Progress” to “Ready To Go Live”. 

    0
    9 months ago
    FERNANDO RODRIGUEZNew Participant

    Integration with Exchange OnlineSubmitted

    It is necessary that Intercom can connect directly to Exchange Online, because this is better for us to keep the emails in the original mailbox.

    0
    9 months ago
    Dallan KoyleActive User

    Workflow dependent on Ticket State change From>ToSubmitted

    I need the ability to trigger a work flow based on what the status of the ticket changed from and what it changed to. For example, when an agent changes the status of the back office ticket ticket from "Submitted" to "In progress" we could create a workflow that started a "customer conversation" where Intercom automatically sends a text/email/message to the right person with a predefined message. Another Example:When the status of an onboarding ticket changes from “In Progress” to “Completed” Intercom would automatically create a Customer handoff ticket and assign the ticket to the Account Manager, and send out automated message to the customer introducing them to their new account manager.“if teammate changes the state of a ticket” is too generic. We need the ability to choose what it changes from and what it changes do…. THEN trigger workflows based off of this change.  My if statement would look like this “If ticket type = “Fleet Onboarding Ticket” and Ticket state changes from “Submitted” to “In Progress”, Send pre-defined Text Message to Account Owner. Or If Ticket Type = “Fleet Onboarding Ticket” and Ticket State changes from “In Progress” to “Completed” change create a new “Customer Hand Off” ticket, assign that ticket to Agent and Text customer with pre-defined introduction text.

    2
    9 months ago
    Robin SchipperNew Participant

    Feature Request - Improve UI clarity for Fin Identity limitations in email channelSubmitted

     Currently, when setting up custom Fin identities for multiple brands, it's not clear in the user interface that these identities only work in Messenger and not in email channels. This leads to confusion when users expect their brand-specific Fin avatars and names to appear in email interactions, but they don't.Suggested improvement:Add clear indicators in the Fin Identity setup interface that specify:"Custom identities apply to Messenger only" "Email support planned for future release" Visual badges or tooltips explaining channel limitationsThis would prevent users from having to discover these limitations through trial and error, improving the overall user experience and reducing support inquirie

    0
    9 months ago
    Info wflowNew Participant

    Slovakia language support for articlesSubmitted

    Hello, it would be beneficial to include Slovak as a language option for the help center. I also find it puzzling why there isn't support for all languages at the help center level. While I don't require other parts of Intercom to support the language, I would like to provide articles in the native language.

    0
    9 months ago
    Robin SchipperNew Participant

    Clear UI indication for Fin Identity limitations in test workspacesSubmitted

    Currently, users cannot modify Fin's identity settings in [TEST] workspaces, but this isn't indicated anywhere in the interface. This creates confusion when users attempt to change these settings.Proposed solution:Add a clear notification in Fin identity settings indicating this feature isn't available for test workspaces Show a tooltip or banner explaining why this limitation exists Direct users to the production environment for configuring these settingsBenefits:Prevents user confusion Saves time through clear communication Improves user experience

    0
    9 months ago
    aestandante
    aestandanteNew Participant

    Fin AI GuidanceSubmitted

    To be able to move a guidance to another guidance category without deleting – something like dragging it to another guidance category.

    0
    aestandante
    9 months ago
    blessingmajolaNew Participant

    More Customization to the collection list pageSubmitted

    Currently you can style collections as cards in the hjome page but one you click on a collection it shows the sub collections as lists. it would be great to be able to also display the sub collections as cards as well to reduce the scrolling users have to do. for examplehome page→ Get Started, Knowledge Articles (can be displayed as cardsUser clicks knowledge Articles → Books (lists articles), Projects (lists articles), Catalog (lists articles), user must scroll down to find catalog. it would be great if Books, Projects, Catalog etc could be cards to reduce need for scrolling. please see attached examples from https://support.monday.com/hc/en-us 

    0
    9 months ago
    Karyna KuznietsovaNew Participant

    Quick actions for list of emails that had issues with email delivery in outboundSubmitted

    When sending emails in bulk, there’s always a portion of emails that get hard bounce or some other issue. Now, there’s no possibility for me to act quickly, e.g., archive contact with hard bounce. Instead I need to go one email by one. When the volume is big, this becomes very problematic. 

    0
    9 months ago
    Neil McGrathNew Participant

    Undo feature in the knowledge article editorSubmitted

    The knowledge editor needs to have an undo feature so if you make a mistake you can revert back to the previous version of the article.

    3
    Nathan Sudds
    9 months ago
    ViktoriaNew Participant

    Ability to switch teammate identities and 'reply from' a different teammateSubmitted

    I’m handling support requests as one person and need to reply as different "teammates" to create different identities for escalation purposes. I want a consistent "general support" face for initial customer interactions, but need the ability to escalate to specialized teammates when necessary.The challenge is that I don't want to constantly log in and out of different accounts to switch identities. I’m looking for a feature that would let me select which teammate identity to reply as from a single login session.Currently, Intercom doesn't offer this functionality - each reply is tied to whoever is logged in, and there's no dropdown to switch teammate identities within one session. The only workaround is sharing login credentials for different teammate accounts and logging in/out as needed which is difficult and clunky. 

    0
    9 months ago
    aestandante
    aestandanteNew Participant

    Snippet Creation via Inbox with Folder and Tag setupSubmitted

    Would it be possible to add some settings when creating a new snippet via “Inbox > Improve this answer” more like what folder it should be and what tags it can have?   

    0
    aestandante
    9 months ago
    aestandante
    aestandanteNew Participant

    Export conversation with chat eventsSubmitted

    Would it be possible to have another chat export feature wherein chat events are visible?

    0
    aestandante
    9 months ago
    Julian MarconNew Participant

    Conversation folders in the inboxSubmitted

    In my inbox, I have multiple conversations that are still open and relevant, and relate to the same topic. I don't want to close them until they're actually resolved but, in the meantime, they're kinda polluting my inbox. It would be greats if I could create folders of conversations in the inbox.

    1
    Paul D
    9 months ago
    Julian MarconNew Participant

    Folders of conversationSubmitted

    Hi,I currently have a number of conversations in my inbox, all of which are still open and actively being worked on. Some of them are related to each other though so I'd love a way to group these together so my inbox is better organized. Basically folders of conversations within my inbox.Thanks,Julian

    1
    Paul D
    9 months ago
    JessicaKNew Participant

    Enhance Customization for Email (Inbox) NotificationsSubmitted

    Hi Team,we’ve enabled email notifications so our customers can receive updates on new messages. However, the current email template looks a bit spam-like (customer feedback) and offers very limited customization. It would be extremely helpful if we could personalize or style these emails further, especially: Ability to customize the footer (the auto-inserted logo and name currently look unprofessional) Ability to adjust the subject line and email content Ability to edit the “from” name Thanks a lot for considering this!  

    1
    Paul D
    9 months ago
    Ivan DorianNew Participant

    More colors to calloutsSubmitted

    Hi there,I create articles and was wondering if more color options could be added to callouts. I use callouts to separate sections, as I find it makes the content easier to read. However, the available colors do not match the brand’s colors. Would love to see more options!  

    1
    9 months ago
    Naomi HenochNew Participant

    Customize callout callout colors?Submitted

    Hi, I would like of course much more customization in the article body of the help center (markdown, html etc.) but also, could we customize the callout colors throughout the help center so that they could be for example product colors? 

    2
    9 months ago
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