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    3160 Ideas

    Alex Petroiu
    Alex PetroiuNew Participant

    Feature Request: Allow Customers to Search Their Tickets in Messenger/PortalSubmitted

    Hi there,We’ve had multiple customers raise the issue that they can’t easily search their historic tickets in Messenger. Right now, end-customers can only scroll through the tickets they’ve submitted, but there’s no way to filter or search by: Ticket ID Order number / tracking number Keywords in the ticket subject or content This creates a lot of friction for brands with high ticket volumes, since customers have to scroll endlessly to find the right ticket.What we’re asking for: A native search bar in the Messenger Tickets tab (or Customer Portal) that lets customers quickly find previous tickets by ticket ID or keyword. Ideally, ability to filter tickets by status (e.g. pending, resolved). Why it matters: Improves self-service and reduces inbound requests like “Can you resend me the status of my ticket?” Makes Messenger more usable for enterprise/scale-up customers. Multiple brands are asking for this functionality. Current workarounds: Manually tagging tickets with order numbers so customers can scan visually. Exploring custom API builds to add a search widget but a native solution would be far more reliable and scalable.  

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    Alex Petroiu
    Forum|Forum|11 months ago
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    mercury2768Connector

    Allow for mapping fields in Ticket Creation in a WorkflowSubmitted

    Just like you can with data connectors and mapping fields, I would like to do the same in converting the workflow path to a ticket. 

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    Forum|Forum|11 months ago
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    Žan MegličNew Participant

    Fin guidanceSubmitted

    We have multiple stores and will need multiple guidances set for each store. Currently, I’m differentiating them by their name. For example: [FL] Cancelation policy and [CA] Cancelation policy. While this categorization works for me, I would really like having an option to drag and move guidances so I could have them organized by store. Currently, it’s a bit of a mess since they are listed from oldest to newest. 

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    Forum|Forum|11 months ago
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    Mads EgmoseNew Participant

    Save for AI reviewSubmitted

    Hi, I have some tickets in my inbox that sits there because I need to do a review on how Fin handled them, hoever they a bloating my inbox while they are in this state. Would be awesome to “Save for AI review” or something, to remove them from my table and have them saved for later.

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    Forum|Forum|11 months ago
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    Angie WallsNew Participant

    Jira Cloud Integration - Full ScreenSubmitted

    Regarding the Jira Cloud integration - when creating a ticket from the Intercom conversation, this is done on the right side bar labeled Details.The information is submitted directly from there.These tickets can be very detailed and require quite a bit of information at times.My team would like the ability to “pop out” this section into a full screen mode where there is more room to edit and expand the boxes.Request to add a full screen option for Jira Cloud ticket entry (could be much like when a conversation opens on a side bar and there is an option to maximize the conversation into a full screen/new tab).Thank you! 

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    Forum|Forum|11 months ago
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    NicoBartoNew Participant

    Ability to type in the "add an action" menu when creating macrosSubmitted

    I would like the ability to type in order to get to the relevant part of this dropdown menu (cropped, it’s very long); instead of having to scroll.The following screen allows for typing once you’ve selected from this menu.For every macro I will at least be selecting 3 or 4 of these, which gets annoying as the things I need are scattered over the list.If search isn’t an option, is it possible to customise the list so the most used settings are at the top?Thanks!Nico ​​​​​​​

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    Forum|Forum|11 months ago
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    AdeNew Participant

    Customisable emojis for Intercom - per organisation account ideally, but if not then as a product itselfSubmitted

    Can you make it possible to add an option to add our own  emojis for Intercom - per organisation account ideally, but if not then as a product itself

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    Forum|Forum|11 months ago
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    Nola MoreauNew Participant

    search through previous conversationsSubmitted

    I am aware of the option to see the list in the little chat window, but it is not searchable. If i want to see what the answer was to my question X that was closed a few months ago, I can find it again. 

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    Forum|Forum|11 months ago
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    Uttam SinghNew Participant

    Meta description for Help Center ArticlesSubmitted

    Hi team,I hope you’re doing well.Currently, the description which is added to the articles have a character limit of 140 characters, however, ideal length of Meta description should be 155-160 character for SEO optimization and article ranking on the search engine.As we are planning a complete SEO revamp of our Trackier and Apptrove helpcenter, it would be great if the limit could be extended to 160 characters atleast.Thank you!

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    Forum|Forum|11 months ago
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    Edison MonnarNew Participant

    Feature Request: "Assign to Creator" Option in Workflows for ticketsSubmitted

    Feature Request: "Assign to Creator" Option in Workflows for ticketsCurrent Challenge:When setting up ticket assignment workflows, there's no built-in option to automatically assign tickets to the teammate who created them. Currently, you need to create separate workflows for each teammate who might create tickets, which is time-consuming and inefficient.Proposed Solution:Add an "Assign to Creator" option in the Workflow assignment actions, similar to the existing "Assign to Owner" option. This would automatically assign any ticket to whichever teammate created it, regardless of who that teammate is.Benefits:Streamlines workflow setup by eliminating the need for multiple teammate-specific rules Ensures accountability by keeping creators responsible for their tickets Reduces administrative overhead in workflow management Improves efficiency for teams where ticket creators should handle follow-upThis would be particularly valuable for internal ticketing processes where the person identifying an issue should own its resolution.

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    Forum|Forum|11 months ago
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    alabbyNew Participant

    Allow CSS selector in other message typesSubmitted

    Hello -Today, my company releases larger features in several waves, for example:Day 1: Feature turned on for beta clients Day 7: Feature turned on for X clients Day 14: Feature turned on for Y more clients Day 21: Feature turned on for all remaining clientsWhen the feature is small, I will create a message using the tooltip feature and can use the CSS selector so that the message only shows up for those who have the feature. This works great!When the feature is larger and on an existing URL, I want to use a checklist or non-tooltip message. However, I can’t easily narrow down the audience so that it only appears in the correct scenarios. Changing messages for client-specific URLs or email domains would require a lot of extra manual work and isn’t feasible at this time.Including a CSS selector on all other message types would allow us to send out appropriate announcement messages to folks who have access to the feature when specific CSS is on the page, and exclude those who don’t.

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    Forum|Forum|11 months ago
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    Cassie AlterNew Participant

    Save email drafts and show in a "view" or the sidebarSubmitted

    At the moment, if I create a draft of a message, I don’t think there is a central place I can go to to see all my drafts. I use drafts in Gmail, for example, as a way hold messages I plan to send and then send them when I have all the information I need. So, it would be great if there was a “drafts” tab on the left that let me see all my email drafts.

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    Forum|Forum|11 months ago
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    LoganNew Participant

    Workflow trigger for Attributes to apply to Back Office Tickets as wellSubmitted

    In the now deprecated ‘Rules’ feature, when an attribute was updated, the trigger applied to both Back office Tickets and to conversation attributes. The new ‘Attribute updated’ trigger within workflows only applies to Conversations. Can we please have the same control as we did with rules and allow a Back Office Ticket attribute change to be the trigger for a workflow? 

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    Forum|Forum|11 months ago
    Angel Horowitz
    Angel HorowitzActive User

    Ability to Link Articles to Multiple CollectionsSubmitted

    Problem to Solve:We have a ton of articles that should live in two different collections within the same Help Center because we understand how different types of customers may search for information.The workaround for duplicating those articles is not a viable option for a few reasons:It leaves a lot of room for human error to miss one of the articles when making article updates It does not paint a true picture when we’re analyzing metrics for high traffic articles, conversations started from articles, reactions, etcImpact:It’s really important to be able to have the flexibility to allow customers to be able to find information the way their brain works / where they are in the customer journey, which varies greatly from person to person. As companies are becoming more data-driven and using that data to shape improvements to their customer experience, we need to make sure we have accurate data to make these types of decisions.Example:We have several articles that should be included in a “Getting Started” section for new customers to easily find the information, but it’s also the same information that existing customers would need in the “System Admins” section.Currently we cannot have the same articles housed in both, and we will not be duplicating them because as mentioned earlier that will cause more issues when trying to keep information updated accurately, and will give us incorrect data insights. Request:Add the ability for an article to be assigned to more than one collection, just like you can do with Help Centers:  Additional Info:Sorry if this is a duplicate, I didn’t see an official request where people could vote, just a question that was answered with lots of comments here for people needing this functionality:  

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    Forum|Forum|11 months ago
    Alberto Alvo
    Alberto AlvoNew Participant

    Start a Whatsapp conversation via REST APISubmitted

    We need to have the ability to start a whatsapp conversation (using a message template) via REST APIThis functionality would be extremely useful for transactional notifications to customers, as it allows businesses to reach users directly on a platform they use daily. By automating the process through an API, we could:1. Enhance Customer Experience: Deliver critical updates (e.g., payment confirmations, reminders, or status changes) in real-time through a channel that’s both fast and familiar to the user.2. Improve Engagement Rates: WhatsApp messages tend to have significantly higher open rates compared to traditional email or SMS, ensuring that customers actually see and act on the information provided.3. Streamline Operations: Automating WhatsApp messages via API reduces the need for manual intervention, saving time and improving operational efficiency.4. Personalize Communication: Using message templates enables tailored and consistent messaging while ensuring compliance with WhatsApp’s Business Policy.Integrating this feature would empower businesses to leverage WhatsApp as a key communication channel, aligning with modern customer expectations for convenience and immediacy

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    Forum|Forum|11 months ago
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    Nola MoreauNew Participant

    Newsfeed translationsSubmitted

    Hi, We would love to use the news feed in the messenger to anouce product releases but we work with so many languages, that unless an auto translation for News feed is developed we cannot use this tool sadly… we don’t have the capacity to write and update 10 news posts every week for a release. 

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    Forum|Forum|11 months ago
    Rachel M12
    Rachel M12Connector

    Remove requirement for date filter on reportsSubmitted

    Remove the requirement for a date filter on the reports when looking for things like all open conversations or tickets. The requirement to add a date filter means that conversations added more than 2 years ago will not show. 

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    Rachel M12
    Forum|Forum|11 months ago
    Rachel M12
    Rachel M12Connector

    Create 'Last Week' and 'Last Month' time filters on ReportsSubmitted

    We would really benefit from having 'Last Week' and 'Last Month' time filters on Reports. It is currently a manual task to set the exact dates you need when you just want to look at what happened the previous week/month.

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    Rachel M12
    Forum|Forum|11 months ago
    Rachel M12
    Rachel M12Connector

    Ability to Filter on Conversations linked to a Tracker ticketSubmitted

    We would like to be able to search and filter on conversations/tickets which are linked to Tracker tickets so that when looking at a filtered list of conversations, you can see at a glance if they are linked to a Tracker ticket without having to open each one. 

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    Rachel M12
    Forum|Forum|11 months ago
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    GideonKnightNew Participant

    More flexibility in scheduling or ability to use custom hours for scheduling.Submitted

    Hello!I am looking for a way to streamline the process for when our support teams are out of office for company meetings and public holidays. Currently we update the office hours and change the messaging in our workflows and revert this once we are back to BAU. This is inefficient.What I would like to do is create Custom Office Hours for these special occasions and use these in the Scheduling section of a workflow trigger. It would then simply be a case of turning on a custom workflow which will be live during these custom hours. Currently, Scheduling appears to only support default office hours or the Custom Times which only supports 1-hour blocks (whereas Custom Office Hours support 15m intervals).I would propose introducing more flexibility with the Custom Times feature or allowing Custom Office Hours to be chosen in the scheduling section. Thank you! Any questions please let me know.Gideon 

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    Angel Horowitz
    Forum|Forum|11 months ago
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    mercury2768Connector

    Internal notes should be tagged by userSubmitted

    I was having an issue where my internal discussion with another user in the platform was confusing because we couldn’t tell who sent what.  I started the conversation by tagging the other user to bring him into the conversation. After that we both posted several replies to each other but none of them are tagged so it’s not easy to follow the conversation.  

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    Forum|Forum|11 months ago
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    Brian KrugNew Participant

    Allow moving nodes in a workflowSubmitted

    The tidy button doesn't organize the workflow based on the path, and creates a very confusing map. Please consider adding the option to drag the nodes around the canvas. As it is, my workflow will now need to be duplicated and redeveloped for each path, which gives more room for duplicative steps and errors. Being able to reorganize the nodes on the canvas would be a massive improvement for more complex workflows.

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    Forum|Forum|11 months ago
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    mercury2768Connector

    Slash MenuSubmitted

    I would like the ability to have a slash menu much like Jira Confluence or Notion wherein a user could choose either a heading or prebuilt block (callout, numbered list, etc) to add to their document when creating articles for FIN. This would make it a little more user friendly in creating a lot of articles.

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    Forum|Forum|11 months ago
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    John SchunckeNew Participant

    Don't delete conversation history when blocking a userSubmitted

    It would be extremely useful to be able to review chat histories of users that have been blocked.

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    Forum|Forum|11 months ago
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    Paige MulliganNew Participant

    Allow Article Author to Remain After Switching Teammate to Lite SeatSubmitted

    We occasionally have to transfer a full seat license from one teammate to another. Most reassignment items make sense, like customer support messages, but not so much for article authors. We have a large Help Center with hundreds of articles and it’s helpful for us to know who originally uploaded an article. It’s frustrating that we cannot maintain accurate records and are forced to assign an erroneous article author. Can this item become optional or be removed?

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    Forum|Forum|11 months ago

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