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

15 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

33877

Idea Pipeline

Filter by idea status

Browse by category

3160 Ideas

Most replies

Most votes

Newest first

Won JiNew Participant

Linking multiple conversations to a Back-Office TicketSubmitted

Hi there, I wanted to submit a feature request to be able to link multiple customer conversations to one back-office ticket. We have had far too many encounters of a customer coming in via new conversations regarding past tickets. So instead of a merging a conversation (since the tickets don’t follow into the primary conversation that it is merged into), we would like multiple conversations to be attached to a ticket.

Forum|Forum|11 months ago

Ivan GuberkovNew Participant

Enable Workflows to Trigger Based on Final CSAT Rating (Post-Update)Submitted

Description:In our current CSAT workflow, we occasionally see customers accidentally click a negative rating and then immediately change it to a more accurate, positive score (e.g., from “Terrible” to “Great”). However, Intercom currently triggers workflow branches based on the first submitted CSAT rating, not the final one. This results in workflows being misrouted, customers receiving unnecessary follow-ups, or agents being wrongly notified for poor feedback that was actually revised. Request:Introduce the ability for workflow branches to trigger only after the CSAT input is finalized, i.e., after a brief delay or when the customer has stopped interacting with the CSAT for a set time (e.g., 30 seconds). Alternatively, allow the workflow to consider the last rating submitted, not just the first. Why it matters: Reduces false negatives in CSAT reporting Prevents unnecessary escalation or remediation steps Improves accuracy of agent performance tracking Enhances customer experience by respecting their updated input We already use the “Wait for customer to give rating” toggle, but this doesn’t solve the issue of rating changes after the initial input. Frequency:This is not a rare edge case for us—we’ve seen multiple instances of customers correcting their rating within seconds, which shows this is a meaningful pattern, not a one-off.

Forum|Forum|11 months ago

Support AdminNew Participant

Customize text when article doesn't existSubmitted

It would be much better if we were able to customize the text that’s displayed when a help center article does not exist. Right now, the ‘uh oh’ does not seem very professional.

Forum|Forum|11 months ago

Ben TeamNew Participant

Add variable referencing to HTTP headers in Data Connector configurationSubmitted

The data connector configuration page currently does not allow variables to be referenced by HTTP header values. One reason to add this is to create a uniform way of sharing 3rd party identifiers as headers, rather than in the request URL or in the request body. Moving the user identifiers to the headers means they are obfuscated by HTTPS and thus more secure to MITM vulnerabilities.Allowing this in HTTP Authenticator configuration would improve this further by allowing the transfer of user identity metadata to issuing authorities, allowing the issuer to use the information to add identifier metadata directly into the issued JWT, providing a very secure mechanism for trusted identification of particular user identity for the downstream service.

Forum|Forum|11 months ago

Margo PalomaresNew Participant

Include a time filter on reportsSubmitted

Hope there’s a feature on adding a specific time range on reports since at the moment it only captures filters for days, weeks. Would be beneficial as we operate and have different offices globally.

Forum|Forum|11 months ago

User2178New Participant

MP4 Media sharing on WhatsAppSubmitted

Function to share Mp4 files, because we mainly use intercom for CX support thus, when our customer having troubleshooting issues on their hardware it is easier to share Mp4 files with them to better guide them on fixing their system.

Forum|Forum|11 months ago

Ed IlnickiNew Participant

More customization options for the goal metricSubmitted

For outbound messages / series, I’m able to select a goal metric to help measure the effectiveness of the content. We typically use product events as those goal metrics to track how well a post influences a user to take a specific action. Some of our product events have subcategories (parameters) like, filter added » filter A vs filter added » filter B, etc. Those subcategories aren’t accessible as goal metrics. Currently, rules nodes can specify a subcategory of an event, while goal metrics cannot. I’d love to see parity between these two options. Thanks!

Forum|Forum|11 months ago

Natalie BurgardNew Participant

Ability to remove timestamp from all help articles when it was last created/updatedSubmitted

Desire: Remove the timestamp showing when an article was last modified. We’d like the option to hide created/updated timestamps from all articles globally so clients don’t see them.Use Case: Many of our articles are “evergreen” content used for knowledge sharing, training, and overviews. Displaying a timestamp can make these pages appear outdated and diminish their value. For feature-specific articles or release notes, timestamps are helpful, but for most other content, they are not.Request: Provide the ability to either: Turn off timestamps globally, or Manage visibility at the page level.

Forum|Forum|11 months ago

MollyhNew Participant

Help Article links not related to article titleSubmitted

Allow for option to have random end of link for help article rather than directly tying it to the article title, allowing for minor changes to article titles without major disruptions where articles are backlinked in other spots + in other articles

Forum|Forum|11 months ago

Branden AbushanabNew Participant

Ability to Customize both Content and Design for Different BrandsSubmitted

Currently, you can only customize the Design of a different brand but users are unable to customize the welcome message and external links content for a different brand. This is a significant product limitation of adding different brands as the welcome message should be customizable to the different brand as well as any relevant external links.

Forum|Forum|11 months ago

Luke MichelsonNew Participant

Add Speech Synthesis Markup Language to Phone workflowsSubmitted

Add the ability to use Speech Synthesis Markup Language to phone workflows.

Forum|Forum|11 months ago

Rachel RudatNew Participant

Save table layout viewSubmitted

Hey Intercom team,me and my team are mainly working with the table layout and do quite a bit of customisation to this view to optimise our workflows. We add/remove columns and move them around which works great. However if I have to clear my cache and cookies the view resets so I have to apply my customised view to all of my views, team inboxes etc. which is very time consuming. It would be create if it would be possible to save the view and to even share a specific view layout with your colleagues.Let me know if you have any questions,Thanks

Forum|Forum|11 months ago

Daniela MartinsNew Participant

Fin AI SuggestionsSubmitted

I’ve noticed that the suggestions provided by the Fin for snippets or articles can be extremely repetitive. While doing an analysis today—although I don’t have the exact number—I can say with confidence that at least 10 suggestions covered the same topic.This particular topic has indeed been very common in our support over the past few months, but I believe it would be valuable for the Fin to apply some kind of filter to avoid suggesting redudant things. This would prevent the suggestion box from becoming cluttered with duplicates and help us focus on new, unique ideas.

Forum|Forum|11 months ago

Luke MichelsonNew Participant

Ability to tag tickets in workflowsSubmitted

Please add the ability to tag tickets within workflows. This will help automate more workflows without the need to manually tag or use the API.

Forum|Forum|11 months ago

Yohann CollazosNew Participant

Pipedrive App available in EU workspaceSubmitted

We are currently considering migrating from the US workspace to the EU workspace.However, we have noticed (https://www.intercom.com/help/en/articles/5778275-additional-details-on-intercom-regional-data-hosting) that the Pipedrive integration (app) is no longer available in the EU workspace. This integration is relatively important for our business.

Forum|Forum|11 months ago

Silvina MartinezNew Participant

Add Per-Reply Handling Time as a Standard MetricSubmitted

It would be very valuable if Intercom included per-reply handling time as a standard metric. At present, “Teammate Handling Time” only reflects the total duration a conversation remains open and assigned, which often looks more like resolution time than actual responsiveness. In other helpdesk platforms, every inbound customer message is measured individually, from the moment a customer replies until the teammate responds. This per-reply handling time is a standard metric across the industry, and its absence in Intercom makes it difficult to get an accurate and fair view of teammate performance across the full conversation lifecycle. Adding this would align Intercom’s reporting with established best practices and give teams far more actionable insights.

Forum|Forum|11 months ago

Tommy DikermanNew Participant

Dedicated pages for surveysSubmitted

Currently when sending a request to users to respond to a survey by email, we need to include a link to our app or another page that runs the Intercom Messenger. It’s a poor experience, because the user who clicks on one of the options in the email wants to land on a page that is dedicated to the survey and not be distracted by other content on the page. It’s also technically challenging at times, because the query string for the survey is truncated by some pages. Additionally, users may or may not be logged in, and there’s no way for them to log in if they wish. It would be much better to be able to serve these surveys from a clean page that Intercom would host.

Forum|Forum|11 months ago

Barry RobertsNew Participant

Be able to specify "Special Dates" and have Workflows that are only enabled during those Special DatesSubmitted

Every year there are 8 bank holidays (including Christmas Day and New Year’s Day) in the United Kingdom, during these days we operate very differently. Other companies I am sure might have dates during the year where they are either closed or running at a reduced capacity which require customer interactions to be handled differently.It would be immensely useful to be able to specify all of those days as a “Special Day” in the settings.Then we could have Workflows that will only execute during these dates.The advantage would be that we could specify all of the Bank Holidays for the year in one go at the beginning of the year, and then the workflow would automatically be enabled for those days. Currently we’re going to have continually update dates throughout the year,So could Intercom please add the concept of “Special Dates” and add support for these in workflows?

Forum|Forum|11 months ago

Mark WeisbergNew Participant

Dynamic Brand Assignment in WorkflowsSubmitted

For the new multi email branding, allow us to automatically set the brand for inbound emails based on conversation attributes, customer data, or specific actions. How it works:Workflow Rule Creation – set up rules like:If a conversation email to domain contains @companyA.com → Set Brand A If a conversation contains specific keywords (e.g., “enterprise” or “wholesale”) → Set Brand B If the conversation started from a particular product or region → Apply the relevant brand etc.

Forum|Forum|11 months ago

Joakim LarsenNew Participant

Translation for tool tipsSubmitted

We spend a lot of manual time on creating tool tips in our UI. But because our customers are from multiple countries, we have to create the same tool tips multiple times (for each language). It could be great if there were a localization button that translated the tool tip depending on the browser.

Forum|Forum|11 months ago

InformerNew Participant

Edit messenger per styleSubmitted

I have multiple messenger styles, but I can't edit the messenger content. For some styles I don't want to add the Help button to the messenger, but that is not possible.

Forum|Forum|11 months ago

VarshiniNew Participant

Improve the scroll abrSubmitted

I am writing to share a feedback from one of our clients. They feel that the scroll bar is not responsive in the chat box. In order to format the texts line using a hyperlink or to bold a text, they need to scroll up and down and eventually lose track of the point. This could be improved.

Forum|Forum|11 months ago

MirtheNew Participant

Enable Proactive Support for Lite SeatsSubmitted

Upgrading to an Expert seat isn’t viable for team members who only need to send proactive messages occasional (like once or twice a month). This makes Intercom harder to justify for teams with light but important proactive support needs.We’d love to see a solution that enables limited proactive messaging without the full cost of an Expert seat.Impact:This would help us scale Intercom use across more team members, increase adoption, and reduce internal friction around seat costs, especially for small businesses and hybrid support teams.

Forum|Forum|11 months ago

D.H.New Participant

Audience Dropdown for ArticlesSubmitted

The Audiences part is great and makes a lot of things so much easier, but why is it not possible to apart from fin also just select the Audience for the Help-Artikle there we need to manually update the audience manually for every article via arguments which can be very cumbersome and error prone for typos and logic errors. So it would be great to just have the same dropdown down there for the articles

Forum|Forum|1 year ago

Todor AtanasovNew Participant

Make Fin be able to do something on Confirmed ResolutionSubmitted

We need to make Fin do something after customer confirms resolution.Right now, if Fin resolves a conversation, he just say Bye and that’s it. We need to be able to either: Add action on Confirmed Resolution in Workflows (just like when we can add paths on escalation) Or, have a trigger for When fin resolves a caseOur goal is to ask the customer for CSAT and then take action depending on the user input. You can easily achieve this in a normal Workflow, but we cannot do nothing for the cases where Fin resolves the case

Forum|Forum|1 year 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