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    Chris AnnicellaConnector

    Improved Table of Contents FormattingSubmitted

    Currently the Table of contents uses one font, one font size, and one color scheme.Please utilized multiple sizes and colors to differentiate the levels in the table of contents. For example H1 could be Bold 16 pt font and H2 could be Dark Gray 14 pt font. Similar to below: 

    0
    11 months ago
    Chris AnnicellaConnector

    Improved Table of Contents FormattingSubmitted

    The problem: The auto-generated table of contents in Help Center articles renders every entry identically — one font, one size, one color, no indentation. H1 and H2 headings appear as a flat list, so readers can't see the structure of the article at a glance. In long articles (exactly where a table of contents matters most), a flat list of a dozen identical entries is hard to scan and defeats the purpose of having a TOC.The request: Add visual hierarchy to the table of contents so heading levels are distinguishable. The standard treatment would be some combination of:1. Indentation — nest H2 entries under their parent H1, the way most documentation sites do.2. Size and weight — e.g., H1 entries in bold 16pt, H2 entries in regular 14pt.3. Color — e.g., H1 entries in the primary text color, H2 entries in a secondary gray.(Example attached showing the kind of differentiation we mean.)Even just automatic indentation by heading level — with no configuration options at all — would solve most of the problem. Configurable styles per level would be the ideal version.This applies wherever the TOC renders: both the Help Center on the web and in the Messenger. Since the TOC is already generated automatically from H1/H2 headings, the structural information exists — it just isn't reflected visually.The payoff: readers can see article structure instantly, jump to the right section faster, and self-serve more successfully on long articles. Thanks for considering!  

    0
    11 months ago
    Alyson McGregorNew Participant

    Add a Follower FeatureSubmitted

    It would be great to be able to add followers to a ticket instead of have to publicly cc internal teammates on tickets

    0
    11 months ago
    Luis CarrascoConnector

    More filtering options in the conversation search bar, like user data attributes or type of agent (AI or Human)Submitted

    Currently, it’s only possible to search by conversation attributes but it would be beneficial to add more filters based on the user’s data. 

    0
    11 months ago
    Luis CarrascoConnector

    ability for agents to select what channel should they be receiving conversations fromSubmitted

    We assign agents to work, for example, on Emails, Calls, or Live chat; they should be able to select their availability to receive conversations from the inboxes assigned. 

    0
    11 months ago
    Luis CarrascoConnector

    Fin to be able to create back office ticketsSubmitted

    It would be beneficial if, based on escalation rules, Fin could create a back-office ticket to other teams. 

    0
    11 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Allow to select from email address when creating ticketsSubmitted

    At this time it is not possible to create tickets and select the From email address from which customer communication is done. The default workspace email address is then used.This does seem to be possible for conversations though. There you can select the email address from which you want to send the outgoing email to the customer.This should also be possible for tickets.At this time a conversation needs to be created with the outgoing email to the customer and after that the conversation can be turned into a ticket.In our environment our Operations teams monitor our systems, create a ticket when they see an issue and then the 1LS teams contact the customer.But this doesn’t work, because when 2LS creates the ticket, the communication 1LS sends is sent from the wrong From email address.

    0
    Pamela Van Gasse
    11 months ago
    Kellen C.New Participant

    Draft conversation responsesSubmitted

    It would be really helpful if there were a way to save a Draft version of a response to a customer. This helps people being trained and situations where you need a Team Lead or other supervisor to approve the response before it is officially sent to the customer. After reviewing the draft and making any necessary modifications, the agent could easily send. This avoids a lot of Notes cluttering up the conversation flow with various response versions or having to do the response creation and approval outside of Intercom. 

    1
    11 months ago
    Nicholas GrahlNew Participant

    Total Article Views by Viewer Category/TypeSubmitted

    Right now, you can’t see total article views by bot vs human.  Being able to see what type of viewer is viewing the articles is very beneficial into understanding more granular data about the article being viewed. If I was able to see the category/type of viewers, then I wouldn't even need to ask support why a spike in total views happened since I would be able to see it was the bot category that had the spike.

    0
    11 months ago
    KalikNew Participant

    Enable Stripe subscription changes within IntercomSubmitted

    Currently, we can view customer information through the integrated Stripe app in Intercom. It would be great to be able to process subscription changes as well so that we don’t have to switch into Stripe.

    0
    11 months ago
    Alicia FerreiraNew Participant

    Allow agents to see Comments in the Activity, not the change of ticket stateSubmitted

    Right now, when I respond to a ticket and change the ticket state, the only thing I see when looking at the side panel for that ticket is “Moved to Submitted” or “Moved to ‘Waiting on Customer’ instead of the actual message I sent. We already have the option to filter for the different ticket states, so what I’m seeing when I glance at the ticket shouldn’t be the ticket state, rather it should be the start of what I’ve sent to the customer. Being able to glance at a ticket and see my last response helps be more efficient without having to open up the ticket to see my last response. 

    0
    11 months ago
    Angel Horowitz
    Angel HorowitzActive User

    User/Lead/Company Audit ReportSubmitted

    Problem to Solve:As of right now, there is no way for us to pull an audit log for users/leads/companies. There are times we need to investigate how something was created, who added in information on the account, etc.The answer seems to always be to use “API”, but that’s not realistic for Intercom to expect customers to have someone who knows API readily available to assist with CX tasks. Request:Create an “User/Lead/Company Audit Log” that allows us to easily view information about the accounts, such as:When it was created How it was created / by who When it was last updated What was last updated Who updated each item Additional Context:It is extremely difficult to investigate different things like the following examples:Why duplicate leads / users get created and why they’re not merging  If integrations like Salesforce are working with syncing information  Where information is being incorrectly synced from

    0
    Angel Horowitz
    11 months ago
    lsmithConnector

    Fix `IncorrectContextUseViolation issue in Android SDKSubmitted

    I’m using the Intercom SDK in my app. App is full Compose and running the 17.3.0 version of the Intercom SDK. I’m also using Android’s StrictMode (https://developer.android.com/reference/android/os/StrictMode). StrictMode throws this issue and it seems to be related to the Intercom SDK👇🏼 The Intercom Android engineering team should fix StrictMode policy violation: android.os.strictmode.IncorrectContextUseViolation: The API:LayoutInflater needs a proper configuration. Use UI contexts such as an activity or a context created via createWindowContext(Display, int, Bundle) or  createConfigurationContext(Configuration) with a proper configuration.   

    0
    11 months ago
    Luke Michelson
    Luke MichelsonNew Participant

    Duplicating workflow - ChannelsSubmitted

    When duplicating workflow duplicate everything. Currently when duplicating a workflow channels are not duplicated, i.e. email. When we duplicate a workflow that included Web, iOS, Android and Email the email channel is not included in the duplications.

    0
    Luke Michelson
    11 months ago
    Amanda de BruynNew Participant

    Fin Multilanguage - AfrolaamsSubmitted

    Can Afrikaans please be worked into Intercom as a supported language? Being based in South Africa, 95% of our client base speaks Afrikaans. We are using AI tools as well to translate from English to Afrikaans where needed. 

    0
    11 months ago
    Employee
    Htet Naing HtooEmployee

    Allow end users to search conversationsSubmitted

    Allow ends users (our customers’ customers) to search the pervious conversation via keywords in messenger. So any conversations that contain such keywords would show up. One of the customers’ end user requested so that they can easily search and refer to previous conversation when talking to the support agent. 

    5
    11 months ago
    Shaney ThrasherNew Participant

    Don't expand collapsible section in edit modeSubmitted

    Present state - Selecting to edit an article forces all collapsible sections to expand Request - Instead keep collapsible sections collapsed once you select editThis helps the amount of scroll needed when I am editing, saving, and publishing. 

    0
    11 months ago
    Erika GardnerNew Participant

    Add article creation/edit topic events in WebhooksSubmitted

    It would be incredibly useful if Intercom Webhook topics included events for article creation and editing. This would allow my team to automatically trigger tasks in our project management system (e.g., via Zapier) instead of manually tracking every content update. Right now, the lack of these event types in Intercom prevents us from automating what could otherwise be a simple and efficient workflow.

    0
    11 months ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Allow outbound messages (chat) from FinSubmitted

    We currently use outbound messaging to greet all new users and guide them to available support channels (Help Center, chat). However, the message can only be sent from a teammate, even though Fin can handle replies if the user responds, which they often do.For the sake of transparency and a better user experience, it would be great if we could set Fin as the sender. This way, users know they’re interacting with an AI from the start, rather than expecting a human response. At the moment, the only alternative is to explicitly state in the message that our bot will be responding, which can come across as a bit tacky.

    0
    Daniel Rönnberg
    11 months ago
    maryddNew Participant

    do not mark merged conversations as "closed with no reply"Submitted

    Merged conversations are marked in the data dashboard as “closed with no reply” even if the parent conversation (the one the conversation is merged into) is replied to. This messes up our team data and looks like we’re not replying to a significant proportion of inquiries 

    0
    11 months ago
    maryddNew Participant

    Do not automatically update statuses for phone callsSubmitted

    At the moment the behavior of phone calls on Intercom do the following:When an agent picks up a call, it automatically sets their status to offline if they are online (this affects both phone calls and chats). When an agent hangs up a call or a live call is disconnected, it automatically sets their status to online (regardless if they were online or offline before the call). For 1, this causes major issues with our chat automations/assignments/etc. If someone picks up a call, it sets them to offline and the agent is not assigned new chats. If they have ongoing chats, it may cause an automatic offline message to be sent to the user. We’ve been told by Intercom that this is by design so as to avoid agents from getting overwhelmed. It is not feasible or scalable for teams to only take one call or chat at a time, and most teams do not operate this way anyways. For our team it just means more stress as they often have to manually toggle themselves to online once they pick up a call. For 2, if someone who is offline makes a one-off call, they often do not remember that they will automatically be set to online after making the call, which causes them to accidentally be online and therefore unintentional longer wait times for users calling in.In summary:active chats may receive offline responses and delayed handling. qualified agents are removed from chat queues while on calls. agents forget they’ll be set online after an outbound call, leading to unwanted availability. agents must manually toggle status repeatedly to work across channels.Suggestions:A classic setup would look like: agent sets themselves to online, which allows them to receive calls and chats. Only 1 call per agent at a time, the number of live chats one can be assigned (i.e. conversations not in closed or snoozed status) can be customized or set at a team or individual agent level. (see attached logic diagram proposal) 

    0
    11 months ago
    KalynNew Participant

    Change of channel reportSubmitted

    Currently, when a teammate changes channels (Conversations, Phone All), the action gets reflected in the Activity Logs. However, we would like to have this available in Reports or Dashboard in order to avoid giving access to the entire Teammates section where the Activity logs are.

    0
    11 months ago
    Hilary Lawrence
    Hilary LawrenceConnector

    Report on the number of conversations linked to tracker ticketsSubmitted

    The current ticket report is ok but has limitations related to tracker tickets. 1 tracker ticket is linked to multiple conversations. It would be great to see in the reports how many conversations have been linked to tracker tickets over a given period. This gives a more accurate impact of the issues related to tracker tickets. For example, if there were 5 tracker tickets last month, there can be a big difference in impact if only a handful of conversations were linked to the tracker, versus if 20 or 30 conversations were linked to each ticket. It would be good to be able to see this in the reports. Alternatively, having a way to automatically tag a conversation when it is linked to a ticket would help generating custom reports for this.

    0
    Hilary Lawrence
    11 months ago
    Jay ReddyNew Participant

    Multiple email addresses for one customer/profileSubmitted

    So often we’re contacted by a customer from a non-registered email address, sometimes due to how they’ve set up their mail merger app, other times because they’ve forgot what email they used to sign up. It would be great to have a technical solution to support these cases. If we could merge profiles linked to different emails and maintain one email/profile as the Primary, then list out numerous secondary emails were needed. Keeping all conversations had linked under the primary profile.Freshdesk, Kustomer, Zendesk and Salesforce already offer this as an OOB option. I can’t see it being to difficult for Intercom to put in place.

    2
    11 months ago
    eclaudiuNew Participant

    Fin LiteSubmitted

    Fin Lite - 10c/resolution for a for AI search results for Shopify stores with thousands of products.Fin Lite - glorified search bar for 10c/resolution.Fin Lite version - $10c/resolution for customer to use as a glorified search bar. Just return 10 most probable search results allowing the customer to ask a question in a natural language.

    0
    11 months ago
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