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    3160 Ideas

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    ericMBActive User

    Intercom KB needs article searchSubmitted

    I have a small number of articles, but to change “characteristics” to “attributes”, I am going to have to open each of them and do a browser search for that word. That situation becomes rapidly untenable as the number of article grows.As far as I can tell, the current KB search only examines the title and summary-descriptor. That’s fine for end users. Most of the time, that’s all they’ll need. But for the creators of the knowledge base, the KB must act more like a publication system--in this regard, at least.(It does a fine job with link management, which is no small feat. Bit this functionality is important, too. You don’t need it all the time, but when you need it, you really need it.)Perhaps there is an AI tool that can be employed to walk the article-tree and find relevant articles? For extra credit, I would recommend functionality I once implemented for a now-defunct documentation system:Allow replacement text to be specified Allow system-wide “replace all” but only after checking 27 times to be sure that’s what they really want to do Visit each article that contains the text, in edit mode Allow “replace all” within the article Allow a simple replace-and-go-to-next-instance (same article or next article)  Allow a revised-replacement Allow further revisions to the article, as long it’s already open for editing. - Sometimes, wording needs to be changed to accommodate the replacement text. - Sometimes, necessary revisions leap out at you while viewing the text. (It’s easier to do it in the moment, instead of having to take a note, remember to act on it later, find the article again, and then make the change.)CORRECTION:Intercom does have article search. (Thank God!). It wasn’t easy to find in the Help system, and I was oblivious to it in the KB pages, but it’s there. Right at the top of the folder listing, there is a “search for text” box. (Too cool! Searches within that folder, I think.) For a global search, go to the top-level container (Content), and do the search there. Yay! That at least makes it possible to find all occurrences. (You then visit each article in turn, click Edit, do a browser-search for the term in question, and type in a replacement. Not exactly convenient, but it is at least possible to get the job done.(BTW: Thanks for listening! :__)

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    Forum|Forum|1 year ago
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    Abhishek AnandNew Participant

    Add Screenshot Capture Option in ChatSubmitted

    Add Screenshot Capture Option in ChatHi Intercom Team,It would be really helpful to have a screenshot capture button within the chat widget. Many users struggle with taking and uploading screenshots when reporting issues.A built-in screenshot option would make it easier for users to share their problems visually and help support teams resolve issues faster.

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    Forum|Forum|1 year ago
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    RossBurrowNew Participant

    Quicker way to add a link to an article from the inbox/message composerSubmitted

    Sorry if this has already been suggested, it is similar to this request, but slightly different. When composing a message, sometimes its best to add a link to the article in our help centre instead of inserting the article. Currenty, from the inbox or when composing a message, we need to open the help center, search for the article, copy the url and paste, but it should be easier. Here are some suggestions that may help...This request - if we could copy the URL and/or insert the article title as text in the message and it is already linked to the article.Similar to how the Knowledgebase Article editor works, if we had the functionality to highlight a text, click the link icon and either paste a URL (if external site) or search our existing articles Via a shortcut, but I think this would be more complicated

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    Forum|Forum|1 year ago
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    Kristin T12New Participant

    Reports - Saving Custom ReportsSubmitted

    It would be amazing if it were easier to duplicate charts and edit reports. Right now, you can only duplicate one chart at a time. Then when you edit a chart, the report reloads at the top of the report. be able to group charts and duplicate a whole section.  reload the report at the same spot you were in when you edited the chart so you don’t have to scroll down. 

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    Forum|Forum|1 year ago
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    Jenny MarshallNew Participant

    Global Case Visibility Button in Jamf AccountSubmitted

    Hello, thank you for adding the Global Case link within the ticket button screen. I was thinking that many Decision Makers will never create a ticket but will want to have access to view the tickets from time to time. Since they need to log into account.jamf.com first, I think it would be beneficial a link to be added within Jamf Account. This gets them using Jamf Account and also provide a simple link within the portal to see their organizational cases. Thank you in advance for reviewing this request. Let me know if you have any questions. 

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    Forum|Forum|1 year ago
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    lunelo36New Participant

    Checklist progress barSubmitted

    Would love to be able to show a visible (customer-facing) progress bar for checklist tasks.For example, if a checklist item is to “Add 10 xxx into your account” or “Perform action X 10 times” for it to show someones progress against this task (e.g. to show 60% completion when you’ve performed the action 6 times).

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    Forum|Forum|1 year ago
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    Arthur Van DykeNew Participant

    FIN first, but then make it easier to navigate to the home tab (one click preferred)Submitted

    We like the FIN first experience where the launcher opens directly to a FIN conversation, however, we would much prefer if when the back arrow is clicked that it took the user to the HOME tab instead of the MESSAGES tab. We have a lot of good stuff on the home tab, and some of our users don’t understand that they need to click the back arrow and then click again to get to the HOME tab. another idea would be that in the FIN conversation window, below where you enter your question, you could still see the launcher tabs for home and messages, etc.

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    Forum|Forum|1 year ago
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    Christina WichimaiNew Participant

    Automated User (Fin) Workflow TriggerSubmitted

    It would be extremely helpful to have a workflow trigger that takes into account actions completed by Fin or the workflow bot in your workspace. Since that automated user is not considered a “teammate”, none of the workflow triggers including teammate can be used to trigger any workflow if they are actioned by Fin. For example, “If teammate changes the state of a ticket” will trigger if a user manually updates a customer ticket state. However, if the customer responds on a customer ticket and the automated user updates the ticket state, it will not get picked up by the workflow trigger and that ticket state change will be missed entirely. The example relates to changing the state of a ticket, but this would be helpful for all actions performed by Fin/Workflow bot.

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    Forum|Forum|1 year ago
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    Maksim KononenkoNew Participant

    Full-Screen Ticket ViewSubmitted

    When accessing or updating a ticket, the conversation chat opens in a smaller size on the right-hand side. This limited view can make reading and writing more difficult. If possible, enabling a full-screen mode or larger view for ticket interactions would significantly improve usability.

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    Forum|Forum|1 year ago
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    ReneePActive User

    Allow admins to edit or remove Conversation RatingSubmitted

    This is a great example of why it would be important for workspace admins to be able to edit, remove, or “ignore” specific conversation ratings. It’s clear this is a mistake, but the teammate’s CSAT score will suffer, even after they suggested the customer edit the rating (which they did not respond to).

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    Forum|Forum|1 year ago
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    Amber StephensNew Participant

    Ability to Embed Google SlidesSubmitted

    Problem: We are currently unable to embed Google Slides into Help Center articles. Creating images (or turning images into a video) from slide decks requires additional manual work for initial set up. Inserting multiple images makes articles long and reduces customer engagement. Hyperlinking a PDF at the bottom of the document does not call attention and requires customers to be willing to download. Updating living slide decks requires additional manual work to reload a PDF, recapture updated screenshots, or remaking a video. This is time consuming and not an ideal experience.  Solution: Add the ability to embed Google Slides to Help Center articles and the ability for changes to Google Slides to automatically update the embed.

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    Forum|Forum|1 year ago
    Noam Ben Harush Shani
    Noam Ben Harush ShaniConnector

    "Topic" filter in viewsSubmitted

    While you can use the Topic filter in reports, it’s not available in views in real time, which makes tracking issues in real-time more limited. Especially with the upcoming AI topic improvement, I think that would be super helpful to have available.

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    Noam Ben Harush Shani
    Forum|Forum|1 year ago
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    Stephanie Paige BeattyNew Participant

    Macros - Available To - Option for Ticket Type AvailabilitySubmitted

    Currently Macros have the ability to EVERYONE, TEAM, or MYSELF ONLY Would like to have an option where a Specific Ticket Type could be associated.For example, this Macro is only available for the Support Team - Ticket Type “Care” option. Allowing for the Support Team to be offered more specific options, while “Care” gets Macros more align to what they would want to use. 

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    Forum|Forum|1 year ago
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    Tamás KovácsNew Participant

    Allow "Jira for Tickets" app to work with conversations, not just tickets.Submitted

    We are only using conversations in Intercom, not tickets. Currently, the “Jira for Tickets” app maintained by intercom does not support linking Jira tickets to Intercom conversations, only Intercom tickets. A message saying “ Jira for Tickets app only works within a context of a ticket.” is displayed. I see no reason for not being able to link conversations. I can’t switch to tickets and don’t want to create tracking tickets just for this purpose. We are trying to reduce the required administration overhead, not increase it. Thank you!

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    Forum|Forum|1 year ago
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    NynkeNew Participant

    Translate outgoing messages with AI inbox translationSubmitted

    Right now, when AI inbox translation is activated, incoming messages are naturally translated to English (our main language), and outgoing messages are translated from English to the language of the customer, as it should!However, in case an agent replies in the language of the customer (so not in English), their message isn’t translated to English in the backend, making it hard to have this case potentially picked up by another agent later on since they will have to manually translate the outgoing message if they don’t speak the customers’ language.Here is an example:A German customer contacts us Their message is automatically translated to English due to the AI Inbox translation The case is assigned to a German agent The agent replies in German since this is their native language and they can better express themselves this way, and most likely produce a better German reply than having it translated The customer comes back a few days later and the case now gets assigned to an English agent The English agent is only able to read the incoming messages (which have been translated with AI Inbox Translation to English), but the outgoing messages remain in German as they were originally written in German The agent now has to manually translate all outgoing messages to get a full picture of the case and workflows become inefficientThe suggestion here is to ensure that when AI Inbox translation is enabled, any outgoing messages that match the language of the customer are translated to English in the backend, and agents can switch between the original and translated view just like with the incoming messages.

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    Forum|Forum|1 year ago
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    TatianaNew Participant

    Formality of AI Inbox TranslationsSubmitted

    Add the possibility to set the formality (pronouns, conjugation, etc.) of the AI Inbox Translations. Otherwise the feature is unusable in languages like German or Spanish, because it mixes up the formalities and/or uses a formality which doesn’t make sense. So in German for example I should be able to select a German (formal) and a German (informal) for translations.I assume that this is something which many Intercom users will need. For us it’s high urgency.

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    Forum|Forum|1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Add email/ Slack alerts for failed data connector actionsSubmitted

    Automatically receiving alerts for failed API calls would save time and eliminate the need for manual log checks.

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    Nurit
    Innovator ✨
    Forum|Forum|1 year ago
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    Billy DigginNew Participant

    Calendar Link in Email SignatureSubmitted

    Team members can setup a calendar link on our individual profiles - however we cannot use those links in the email signature templates. Seems like a useful addition to the product - any plans for this?

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    Forum|Forum|1 year ago
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    AmberK11New Participant

    Include humanised back-chanelling or minimal responses for FIN voiceSubmitted

    One of the keys points with conversational support is the use of minimal responses such as “mmhmmmm” or “yep” whilst actively listening, these are verbal and nonverbal cues that show the listener is engaged and actively following the speaker's message. They indicate that the listener is paying attention and encourage the speaker to continue their turn. It would add huge value and trust to our customers if this were possible 

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    Forum|Forum|1 year ago
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    Guillaume RieuNew Participant

    Ability to identify and rank top users based on conversation volumeSubmitted

    Hi ! We’d love to have native functionality that allows us to identify and rank our top users based on the number of conversations they’ve had with our support team over a given time period (weekly, monthly, quarterly, custom range).This would help us: Spot high-contact users and accounts who may need proactive support, onboarding, or tailored success initiatives. Identify potential product issues or blockers that generate repeated contact. Cross-reference with CSAT and resolution time to monitor satisfaction vs. workload. Refine our segmentation strategies and support prioritization efforts. Feature expectations: Sortable and exportable list of users (or accounts) by number of conversations. Filter by time range, inbox, team, tag, conversation status. Ability to view trends (e.g., rising volume) per user over time. Possibility to group by company/account (ideal for B2B). Let me know if this is something already on your roadmap — we believe it could be a game-changer for CX and Support Ops teams trying to be more data-driven!Best,

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    Forum|Forum|1 year ago
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    George.USNew Participant

    Include teammate aliases as part of the CSV Export in the Teammates tabSubmitted

    Right now the CSV export in the teammates tab within Workspace only includes name, email, seats, role, last active, 2fa and teammate URL, it would be nice if you guys can add aliases there too

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    Forum|Forum|1 year ago
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    Daniela MartinsNew Participant

    Tracking Changes in the WorkspaceSubmitted

    It would be extremely helpful to have better change tracking across the workspace. For instance, if I add a new conversation attribute, I’d like to see that it was added by me, and when. Right now, with multiple people editing things, it becomes chaotic — especially when we don’t know who made a change or when it happened.

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    Forum|Forum|1 year ago
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    Sunita JakharNew Participant

    Feature Request: Translation Feature Improvement – Preview Before Send & Multilingual Reply Support for AgentsSubmitted

    Feature Request: Translation Feature Improvement – Preview Before Send & Multilingual Reply Support for Agents Description:We’d like to request enhancements to Intercom’s automatic translation feature to improve the agent experience and reduce translation-related issues when handling non-English conversations.Current Limitation: Agents cannot preview how their English response will be translated into the client’s language before sending it. Agents who are fluent in the client’s language (e.g., Dutch, French, Portuguese, Norwegian etc) are forced to reply in English, as direct replies in the client’s language are either discouraged or overwritten by the translation tool. This limits flexibility and increases the risk of tone or meaning being lost in translation. Proposed Enhancements: Translation Preview Before Sending: Allow agents to see a real-time preview of how their message will be translated before clicking “Send.” Multilingual Reply Option: Provide an option for agents to respond directly in the client’s language without triggering auto-translation — ideal for agents with the appropriate language skills. These improvements would give multilingual agents more control, reduce translation errors, and improve the overall quality and tone of client communication.Business Impact: Reduces risk of miscommunication in client interactions. Increases confidence among multilingual agents. Improves customer experience, especially in regulated or sensitive communication. Please let us know if this is feasible and whether it's already on the roadmap.

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    Forum|Forum|1 year ago
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    George.USNew Participant

    Purge Previously Selected AI Categories when Users Select "Start Over"Submitted

    It would be nice to have the system purge any previously selected AI Categories when the users select “Start over” in their conversation flow, currently, any AI Categories will remain in the conversation attributes until they are replaced with another AI Category, but if users drop before the new AI Category kicks in, the system will keep the old AI Category

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    Forum|Forum|1 year ago
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    Ors SzolosiNew Participant

    Sales Rep Configuration for Pipedrive AppSubmitted

    When deals are created through Intercom, the assignee of the activity in Pipedrive will always be the person who originally installed the Pipedrive app in your workspace. This issue could be resolved if there were an option to configure sales reps within the Pipedrive app, allowing you to select the appropriate sales rep to assign the deal to when it's created.

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    Forum|Forum|1 year ago

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