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🎅 How to prepare your Fin AI Agent for Christmas 🎅

18 days ago

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2 years ago

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Jensen LegetteNew Participant

Admin Ability to Edit All Macros (Including Personal and Private Macros)Submitted

As an admin, I need the ability to view and edit all macros in our CRM instance—including personal and private macros created by individual users. Currently, while I can export and view macros created by others, I’m unable to modify them unless they are shared or public. This limitation can create workflow inconsistencies, especially when macros are outdated, misused, or duplicative.Allowing admins to edit all macros would: Improve consistency across support responses Reduce redundancy and conflicting messaging Enable better governance over communication standards Ideally, this would include: Full editing rights for admins over all macros, regardless of visibility A way to filter/export macros by creator and visibility Audit logging or change tracking when admins edit user-created macros

11 months ago

Chris AnnicellaConnector

Article Page Text and Heading Style Capabilities for Help CenterSubmitted

The problem: There's no way to change the font size of paragraph text or headings in the Help Center. Under Help Center > Configure and Style > Styling > Article Page, we can customize colors, layout, and branding — but text size and typography are locked to Intercom's defaults.Example: If the default paragraph text renders at 14px, we cannot change it to 16px to match our website. The same applies to every heading level — H1 and H2 sizes are fixed.Why it matters:1. Brand consistency — the Help Center runs on our own domain and is meant to feel like part of our product. When our site's body text is one size and the Help Center is locked to another, the docs look and feel like a third-party page. Typography is the missing piece of the existing theming options (colors, logo, layout are already customizable).2. Readability and accessibility — default text sizes that work for some readers are too small for others. Right now, if customers find article text hard to read, we have no way to fix it.The request: Add font size controls for paragraph text and each heading level (H1, H2, etc.) to the Article Page styling settings — even a simple size selector per text style would cover most needs. Ideally, allow Help Center and Messenger to be set separately, since a size that reads well on a full web page is often too large inside the narrower Messenger pane.This would let us make our documentation match our brand and stay readable for all customers — finishing the customization story the Configure and Style settings already started. Thanks for considering!

11 months ago

SaraAnastácioNew Participant

Email notifications for Conversations: Add a customizable delaySubmitted

Current behavior:If a customer hasn’t viewed a teammate’s message in-app after 3 minutes, Intercom automatically sends them an email notification. Why this isn’t ideal:Three minutes is often too short. In many cases, the customer is: still following steps we’ve given them, checking settings or completing actions in another tab, or simply switching context temporarily. They then receive an email notification that’s irrelevant — since they’re still in the process of replying or resolving the issue — which can feel spammy or confusing. Suggested improvement:Let admins configure this delay (e.g., 5, 10, or 15 minutes, or even disable it per workspace).This would help tailor notification timing to each team’s workflow and reduce unnecessary or premature email alerts.

11 months ago

VRPMarketingNew Participant

Add Latest NPS Date attributeSubmitted

We send an NPS survey quarterly to users. We have been sending it for 6+ months at this point. Recently, I wanted to set up an automated email sequence that would only go out to “promoters” aka users who scored us an 8 or above, within the last month. (I did not want to reach out to someone who gave us a “10” 6 months ago and hasn’t responded since). However, there is no way to target this audience because Intercom doesn’t differentiate between a survey completed this month or 6 months ago. You can only filter by whether or not they have completed the survey, or the last time a survey was sent. This is tracked within the survey report itself (because I can see under Responses that John Doe answered the survey 21 days ago), so I would like it to be added as an attribute - we have “latest nps”, so please add “latest nps date” as well.

11 months ago

Renee SchaeferNew Participant

Accessibility: Color contrast in help center with dark mode and blue calloutsSubmitted

It’s really hard to tell the difference between blue and grey callouts in help articles when browsing in dark mode.In the screenshot, the first Tip is blue and the second Note is grey. I usually test pretty well on color vision and I’m having trouble seeing the difference.Seems like this would be an accessibility issue.

11 months ago

Bailey SchrammNew Participant

Better Knowledge Content searchSubmitted

I would like to see improved search/semantic search function on both the user-facing help center view & back-end view in Intercom Knowledge > Content.This would help the user experience, not requiring them to have an exact keyword match to get the relevant content.Plus, this makes content management much easier, as we wouldn’t have to create/update tags for each piece of content. Ideally, I could ask Intercom: “What help center articles do we have on [topic]?” and it could return a list of the relevant pieces. This would be extremely valuable when we have a UI upgrade/feature update, and I need to make slight adjustments to a substantial number of articles.

11 months ago

User2149Active User

Change Intercom ticket type when ticket already createdSubmitted

It would be great if a ticket type can be changed. Currently customers sometimes follow an incorrect workflow leading to the creation of a more generic ticket type.It would be great if we could change the ticket type after the ticket got created.it’s especially important as we have automations and workflows linked to specific ticket types. We also keep track of the ticket types to understand how many we’re getting in per type.

11 months ago

Anurag JoshiNew Participant

A report to export current teammate permissions by teammate or for the entire workspaceSubmitted

Currently there’s no way to prepare an audit report that lists down all the permissions teammates in a workspace have. One has to manually check this for every single user and maintain a excel record for it. A report in the Intercom UI or a simple API call to get this data will be very useful; especially for workspaces with large number of teammates.

11 months ago

Renee SchaeferNew Participant

Collapse help center preview pane while managing collectionsSubmitted

I'm adding a bunch of collections and moving articles around within collections. I am doing this from a laptop so I don’t have a lot of screen real estate. I can't see what I'm doing very well and the preview pane that I'm not using takes up half my window.Add the option to collapse the preview pane.

11 months ago

Adam KnowlesNew Participant

Merge conversations into conversations that have already had conversations mergedSubmitted

At the moment it appears that merged conversations cannot then be merged again. This ability would be very useful.

11 months ago

PatrickHNew Participant

"Create Ticket" button in "Tickets" section of messengerSubmitted

Hi,we have switched to Intercom and while going through the ticket creation scenario, I’ve noticed that for our customers (the users of the Intercom messenger), there is only a single way to create a ticket directly: adding the option on the home screen. This is quite a usability issue. Any user would want to create tickets directly from the ticket tab in Messenger or the ticket portal.SuggestionMessenger Ticket Tab: add a little button like the button on the Messages, but here to create a ticket. Ticket Portal: same, add the button “create a ticket”In both cases, you could simply open the ticket creation in the messenger that already exists.

11 months ago

Adam KnowlesNew Participant

Create sensible subject lines in issue related emailsSubmitted

When our customers write to us via the messenger and we get back to them some time later, they receive an email notifying them of the correspondance. They can see exactly what we write to them, but they cannot see the conversation history in the email and thus are confused about what we are writing to them about, especially when they have written to us on multiple occasion for different issues. And / or it would be great if the customer can see the whole conversation.

11 months ago

Adam TNew Participant

Delete Emails From Spam FolderSubmitted

Can we please add an option in the Spam folder to delete emails?

11 months ago

Ashley WareNew Participant

Highlight most recent articlesSubmitted

Add a section to highlight the most recently updated/new articles in the help center/messenger automatically. Maybe display it as a carousel that switches between the 5-10 most recent articles.

11 months ago

NuritInnovator ✨

Add a "wait for office hours" option in workflows and seriesSubmitted

The "wait" action in both workflows and series should include an "office hours" option. Currently, in workflows, we create multiple branches to check whether we are within or outside of working hours. This process could be simplified significantly if there were an option to "wait for office hours."

11 months ago

Emily J12New Participant

Fin can send images to usersSubmitted

I would love for Fin to be able to send users images as part of the conversation with them. We have lots of images in our help articles that are annotated screenshots of our tool. Oftentimes if I’m handling an easy conversation I’m able to just copy and paste the images from help articles to make it as easy as possible for a user to follow along. But Fin can just share the written version. While it is possible this might solve a user’s problem, it would level up the support Fin can provide so much more if it could also send these images to users.

1 year ago

Christian S12Connector

Customizable Dashboard StatisticsSubmitted

It would be beneficial to have the ability to customize the statistics shown at the top of the dashboard. Currently, while the columns at the bottom of the dashboard can be customized, the top section is fixed.For example, we do not use the phone features (such as in-queue calls, active calls, etc.) frequently, and they occupy valuable space on the dashboard. Instead, we would prefer to display statistics related to unassigned tickets, open tickets, idle status, snoozed tickets, first response time, or anything more relevant to our workflow.It would be great to have the option to remove or replace statistics at the top, similar to how we can adjust the columns below. This would allow users to tailor the dashboard to better fit their needs and streamline the information displayed.

1 year ago

Daniel IsleyNew Participant

History of actioned AI "Suggestions"Submitted

As we’re testing out the AI Suggestions feature for Fin to improve articles and create new Snippets, I find myself wanting to be able to review a historical record of all content that we have edited using the AI Suggestions feature.I could be missing it but I don’t think I am. Having a hub that shows me a list would be very helpful for my own reference but also for sharing with my stakeholders when reports are due.

1 year ago

SaraAnastácioNew Participant

See Table of Content while creating/editing an articleSubmitted

When editing an article in Intercom, the Table of Contents (TOC) generated from headings is only visible once the article is published, and only on the user-facing side.It would be extremely helpful to have the TOC visible within the article editor itself. This would allow writers to: Preview how the TOC will appear before publishing. Quickly navigate between sections while editing long articles, without excessive scrolling. This improvement would streamline the editing process for large help guides or documentation pieces, making it easier to structure and maintain them efficiently.

1 year ago

Caterina AntinarelliNew Participant

ツSupercut link Embed - feature requestSubmitted

Being able to embed a ツSupercut link in help center articles.

1 year ago

Emily SullivanNew Participant

Please let us know before we create announcements what costs moneySubmitted

Please add dollar signs to items in Outbound message creation modal so we know what we have to pay for. It’s frustrating to create a whole post and get signoff on it from stakeholders only to realize when you are ready to go-live that this will cost us $700+.

1 year ago

Angie WallsNew Participant

Summarize Conversations/Tickets for User or even OrganizationSubmitted

A way for AI to summarize cases from a particular user for a period of time. For example, they gave a negative NPS score but left no comments so I would like to have a snapshot of what her support conversations have been about without having to click into each one. This could be a huge step towards customer retention efforts and evaluating the health score of a user or organization.

1 year ago

Vicky LabergeNew Participant

Organization of MacrosSubmitted

Hello,I was wondering if it would be possible to organize the macros. Our team really enjoys using them, but we’re starting to have quite a lot. Would it be possible to classify them, for example by adding tags such as health-related responses, general support, etc.?This would make it much easier for our team to navigate without having to rely on a Word document to know which types of macros exist in our directory.Even within the Messenger, it would be great if it were possible to check or select options directly, if that feature could be added.

1 year ago

Jessyca ParticaNew Participant

Allow restricting “Reply” and keeping only “Note” for specific teammatesSubmitted

Currently in Intercom, even when a teammate is using “Note” mode to write internal comments or communicate with other team members, the composer automatically switches to “Reply” if the customer sends a new message during that time.This behavior creates a risk that internal information may accidentally be sent to the customer.It would be very useful to have a permission setting that allows completely disabling the “Reply” option for specific users or roles, while keeping the “Note” option available.This feature would be especially helpful for roles that do not communicate directly with customers but need to view and comment on conversations internally (such as supervisors, internal support analysts, or quality teams).Expected benefits: Prevent accidental sharing of internal information with customers; Increase communication security; Support better role management for internal-only users.

1 year ago

Jakob SchwabenederNew Participant

Embedded video links with language parameters should be preserved in the Help CenterSubmitted

Our Help Center is available in both German and English, and we provide videos in both languages accordingly. The video URLs differ only by a language parameter (e.g., ?lang=en or ?lang=de).Currently, when embedding these video links in the Help Center, the language parameter is stripped from the URL. As a result, when the Help Center is switched to English, the embedded video still displays the German version first. This creates a confusing experience for users and undermines our multilingual setup.We request that embedded video links retain their language parameters so the correct localized video is displayed based on the Help Center language.

1 year ago

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