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    PatrickHNew Participant

    Always Show Ticket Section and Ticket Portal LinkSubmitted

    Status quo: the ticket section in the messenger, and thus the ticket portal link only show when the user at least one personal ticket.Issue: there might be tickets assigned to users of the same company. This is a typical scenario we see in our customer base (B2B). Only a few users create the tickets with us, but other users look into the tickets.Request: make it possible to configure that the ticket section always shows for a given user.

    0
    11 months ago
    ginabNew Participant

    Missing: Series Emails Don’t Trigger ‘Customer Unresponsive’ WorkflowsSubmitted

    Currently, “Customer Unresponsive” workflows only apply to conversations, not outbound messages. This creates a major limitation for users who rely on Series to email customers for required actions or information.For example, many teams send Series emails asking customers to verify details or take action, and if there’s no response, they need to trigger follow-up actions like creating a back-office ticket to deactivate an account.However, because Series emails aren’t treated as “messages,” these workflows can’t detect when a customer hasn’t replied. This gap prevents essential automation and forces manual workarounds.Suggestion/Request: Extend “Customer Unresponsive” logic to include outbound Series messages (emails). Doing so would unlock critical automation capabilities and align outbound and conversational messaging behaviors.

    0
    11 months ago
    Tito R.
    Tito R.New Participant

    Hide Back-office ticket type names shared with customersSubmitted

    Hello everyone, I’d like to request the ability to hide the names of Back-office ticket types that are shared with customers. These names are currently internal and, from a legal standpoint, could be used as evidence against the institution. Since we currently have around 200 Back-office ticket types, it would be unfeasible in the short term to rename or rewrite them, and doing so could also cause confusion and errors among the customer service agents who create these tickets. Thanks!

    0
    Tito R.
    11 months ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    All conversations should appear in ReportsSubmitted

    Conversations that only have a communication from the customer without reply from the customer, are not considered actual conversations and do not appear in reports. A conversation is considered a conversation when at least 1 communication from a teammate AND a communication from a customer exists. Only then will the conversation appear in reports. (According to Intercom Support)But in our environment we often proactively send conversations to customers, for example informing them we have seen an issue in our monitoring systems and have already solved the issue. It is mandatory that these conversations appear in the customer reports as it shows that we are proactive and solve issues for customers before they even notice them.

    0
    Pamela Van Gasse
    11 months ago
    Coordenação Mairo VergaraNew Participant

    Add Phone Number when adding New LeadSubmitted

      When manually adding a new Lead in Intercom, the form currently only includes fields for Name and Email.However, for many teams — especially those using phone or WhatsApp as primary communication channels — the Phone Number is just as essential.It would be very helpful to have a Phone Number field available as well — even if it’s optional.Key benefits: Improve efficiency: Teams can capture all relevant contact details upfront, avoiding extra steps or edits later. Enhance data consistency: Ensures that phone-based communication channels (like WhatsApp integrations or call workflows) have accurate data from the start. Support real-world workflows: Many sales and support teams engage leads via phone or messaging apps before email, making this field highly practical. This small improvement would significantly streamline lead management for teams that rely on multi-channel communication, while maintaining flexibility for others who don’t use phone contact information.

    0
    11 months ago
    Ana MNew Participant

    Allow converting one ticket type to another ticket typeSubmitted

    We use tickets for customers to submit requests but occasionally they use the wrong ticket type. It would be very helpful to be able to convert a ticket to another existing ticket type.

    0
    11 months ago
    Ben HizakActive User

    Create view by company - for conversations and ticketsSubmitted

    All us to create a view which filters tickets by CompanyPerhaps it would look something like this 

    4
    יניב
    11 months ago
    יניב
    יניבNew Participant

    Filter conversations by company data (not only conversation data)Submitted

    Currently Inbox Views are working solely on conversation attributes and conversation data attributes. It would be so much more effective if we can filter buy company/user data as well... Why?(a) we need to work really hard to push user/company data into the conversation data, it makes everything much less flexible.(b) it makes data sticky. If I edit company data (manually or by api after user/company product behavior) , the conversation data attribute doesn't change.I assume the initial setup was do to resource management, but I think you can afford some more resources on it, no?

    0
    יניב
    11 months ago
    Dennis S.New Participant

    Automatic Reminder Push Notifications for Unread MessagesSubmitted

    Currently, Intercom sends a single push notification when a user receives a new message in Messenger. If this notification is dismissed or ignored, users are not reminded again about their unread message unless a new message is sent.I’m requesting a feature that automatically sends follow-up push notifications to users if they have unread messages after a set period of time. This would work similarly to messaging apps like Facebook Messenger, which periodically remind users to check unread conversations.Benefits of this feature: Ensures users don’t unintentionally miss important messages Increases response rates and conversation completion Boosts re-engagement by notifying users again when they overlook the initial notification Reduces the need for manual follow-ups by support teams Suggested configuration options: Ability to set the delay before a reminder notification is sent Customizable frequency and limit of reminder notifications Option to enable/disable for specific message types or workflows This would benefit all teams relying on Intercom Messenger for timely and effective communications. Thank you for considering this enhancement!

    0
    11 months ago
    Josh Teller
    Josh TellerNew Participant

    "Undo Send" Feature in Intercom Chat ToolSubmitted

    Overview: I propose adding an "Undo Send" feature to the Intercom chat tool, similar to the feature available in Gmail, where users can recall or undo messages for a short window of time after sending them. This would greatly enhance user experience and reduce potential errors in communication.Problem Statement: In real-time communication, users sometimes send messages prematurely or with errors (such as typos, wrong information, or unintended content). Currently, once a message is sent in Intercom, there is no way to retract it. This can lead to confusion, miscommunication, or embarrassment, especially in customer service environments where accuracy and clarity are paramount.Solution Proposal: Introduce an "Undo Send" functionality that provides users a brief window (e.g., 5-30 seconds, configurable in settings) to recall or unsend a message after clicking "Send." During this window, the message remains in a pending state and can be canceled or edited by the user.Key Features:Undo Timer: A customizable time window (default to 5 seconds, adjustable up to 30 seconds) during which the user can undo the sent message. Visual Feedback: Display a temporary notification (such as a snackbar or toast message) after sending, showing an "Undo" button. Message Pending State: While the timer is active, the message will not be visible to the recipient, giving the sender time to review or cancel the message. Setting Customization: Allow users to toggle this feature on/off or adjust the time window for undoing messages. Application Scope: This feature should be available for all chat types (automated, manual, or customer-initiated conversations).Benefits:Reduces errors in communication by allowing users to fix mistakes before the recipient sees them. Provides peace of mind to users who may hesitate before sending important messages. Enhances customer satisfaction by ensuring more polished and accurate communication.Conclusion: The "Undo Send" feature would significantly improve the user experience within the Intercom chat tool by providing a safety net for users. This is especially valuable in customer support environments where clear and error-free communication is essential.

    3
    11 months ago
    LexiNew Participant

    Track recurring issues across multiple conversationsSubmitted

    I would like to request the ability to group or flag conversations within my inbox. When multiple issues are being tracked at the same time, it would be helpful to have a clear and efficient way to differentiate between conversations or draw attention to specific ones.A few ideas that might support this workflow include:The ability to create buckets, folders, or group by tags, similar to how you can group tabs in google Color-coding conversations in the UI for quick visual reference.In the past, we used the ability to title chats as a way to distinguish between different threads, though this was not an ideal workflow. Currently, I use the star feature to prioritize conversations, but this becomes limiting when I need to monitor multiple items simultaneously.I would love a functionality to organize or visually categorize conversations and improve the workflow to manage active issues.

    0
    11 months ago
    Innovator ✨
    Gerald PradoInnovator ✨

    Testing for Fin VoiceSubmitted

    I would like to have a tab in the Testing section for Fin Voice that is similar to the one we have now for Fin Chat/Email. Including the Evaluate Answer feature would speed up the time it takes to manage changes to guidance by showing us exactly what content is being used to craft replies.  I want to be able to batch test questions from customers that come through over phone calls as there are differences in what customers ask over the phone, and differences in how they respond to Fin from the moment the call starts. It would also help track how the changes made in voice guidance affect how Fin responds over key topics as Fin responds differently over voice.  

    0
    Innovator ✨
    11 months ago
    Vicky LabergeNew Participant

    News- pop upSubmitted

    Hi, I was wondering if it’s possible to ad a pop-up like a post for the news item. When we use the post to tell the customer ; there is something new- the information is at 2 places at the same time (in the news AND in the conversation). So by suggesting a pop-up like a post , it would helps your team to reach more customer.

    0
    11 months ago
    Alicia FerreiraNew Participant

    Ability to turn off automatic opening of conversations/ticketsSubmitted

    In the chat layout, when switching from my inbox to the team inbox and vice versa, it automatically opens up the first ticket in the inbox. This is not only visually a lot, but will also lead to teammates thinking that someone else is looking into that ticket when in reality, there just isn’t a way to close out of the view/not be viewing a ticket. Can there be a way to turn this off?

    0
    11 months ago
    FrancoisMConnector

    Prevent rating to be locked when feedback is enteredSubmitted

    When a user leaves a CSAT rating and a feedback, the rating can not be changed. This is an issue because we do reach out to the user who leaves a bad rating and try to help them further and have them change the rating. If they leave a feedback, we can’t do this and improve our ratings. 

    2
    11 months ago
    FrancoisMConnector

    Remove option to leave feedback when rating a conversationSubmitted

    Related to another idea I submitted (), I would like to deactivate the option for the user to leave a feedback within the CSAT rating. The reason is that we want to be able to always reach out to users who leave bad rating, help them further and have them change the rating. This can’t be done if they leave a feedback. So either we need the feedback to not lock the rating, or we need the option to deactivate feedback in the rating module. In this case, we would use buttons within the workflow to have the user leave a feedback and collect the customer reply. This way we get written feedback but also the possibility to change the rating if we can solve their issue after rating is given.

    1
    11 months ago
    FrancoisMConnector

    Customizable emojis for CSAT ratingSubmitted

    Possibility to change the emojis to our own emojis or picture files. Instead of emojis, some users even would like to change it to a customizable text or at least different options for this (could also be numeral, for example). We would like to be able to use our own emojis, related to our product (in our case, they would be chess move evaluations consistent with our computer analysis evaluations of chess games). 

    1
    11 months ago
    Kaylee MacKoolNew Participant

    Publish multiple versions of the same help enter articleSubmitted

    It would be extremely helpful to be able to publish multiple versions of the same help center article, and target them to different audiences. The primary use case for this is beta testing and deployment rings. Some features will eventually be released to everyone, but some customers/user groups get them sooner than others. It is not manageable to make duplicate copies of every single impacted article, then do a bunch of copy pasting and deleting. Ideally it would work like saving a draft of a published article - click into it to see the updated version, and then eventually overwrite the current article with the updated content without breaking any existing shared links to the content.

    2
    11 months ago
    Irie EarnestNew Participant

    Option to keep folders collapsed in the help centerSubmitted

    It would be great to update the help center so you can have the option to keep the folders collapsed, rather than have every top folder open every time I open intercom. I have to collapse all of my folders every time I open my help center which is inconvenient.

    0
    11 months ago
    Jessica Quinn
    Jessica QuinnNew Participant

    The ability to expand the left sidebar in the help desk & see full folder titles when hovering over themSubmitted

    It would be great to be able to customize the size of the left sidebar with all help desk views/ folders/ teams etc. so that you can easily see the full names and titles of each pinned section.Currently, the name of all folders are cut off if the name is long, (and you cannot hover over it to see the full name). In our case, it would be best to be able to expand the sidebar/ customize its size to be able to see the full titles of everything we would like to pin. 

    3
    11 months ago
    BrigitaNew Participant

    Option needed to set a default reply email address per team inboxSubmitted

     We have several teams operating in the same workspace, and each has its own dedicated email address to communicate with the users. However, reassigning an email conversation to a different team, retains the original reply from email address.With a Reply address set as Inbound address (Send replies from the address inbound emails are sent to) in the settings, replying to the inbound emails works fine, as long as the inbound user sends an email to the “correct” email address. However, this changes when the emails are originally sent to Team 1, but are then escalated or assigned to a Team 2 (for instance, an email is originally sent to Support team, but needs to be replied from the Legal team). There should be an option to set a default reply email address per team inbox. Alternatively, there should be at least an option to show the sending email address and have an option to update it manually in the reply composer.Brands were suggested as a workaround, however, this generally complicates the setup when having multiple teams, let alone multiple brands with several teams per each brand; when re-assigning the team, the Brand would need to be updated manually (there is no action in the Workflows to set this automatically), etc.

    0
    11 months ago
    SaadConnector

    Increase external content re-sync frequencySubmitted

    I've asked Fin to sync with our status page to track incidents and updates, but the current weekly automatic sync is too infrequent. I have to trigger manual syncs for timely updates, which isn’t ideal. It would be better to set custom sync frequencies—weekly for less critical pages, but far more often for the status page. Automated, frequent syncing would let Fin alert customers about problems in real time, without me or the team needing to do manual updates.

    0
    11 months ago
    FrancoisMConnector

    Create attribute that tracks if Feedback is left in conversation ratingsSubmitted

    There is no attribute of condition that can be used in workflow to branch if a feedback was left in a CSAT rating. This is problematic for us because we have our CSAT setup to be resent after a new message is sent by the agent if the CSAT was negative. But if the CSAT was negative AND they left a feedback, the user can’t actually change the CSAT, but with our workflow, they still get the invitation to rate again (without the possibility to change the rating). So a simple TRUE><FALSE attribute that detects if Feedback is left with the rating would help a great deal! 

    0
    11 months ago
    Euka AdminNew Participant

    Ability to create tags on the fly while editing workflowsSubmitted

    Right now, needing to leave the workflow builder just to create a new tag breaks the flow and is a real painpoint. Being able to create tags in the moment would be a big time-saver.

    0
    11 months ago
    Anil NathanNew Participant

    Show message topic messenger thread listSubmitted

    It would be better if these message summaries did not show "rate your conversation" as the last message because it makes it hard to know which thread relates to what subject. Would be more useful to have a summary of the conversation topic in this list  

    1
    11 months ago
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