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    3160 Ideas

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    Redo SuccessNew Participant

    Branch before Welcome Message in WorkflowsSubmitted

    Ability to branch before the welcome message so you can have multiple different welcome messages per workflow

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    Forum|Forum|1 year ago
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    Niall MageeNew Participant

    Survey Results in API or webhooksSubmitted

    Hi, we need to be able to pull survey results, specifically for NPS scores, into our BI tools such as Hevo or Fivetran, at the moment there is no way to get the history of who scored what when through these tools because you do not make them available through the API and I cannot build it myself as it is not included in webhooks. Thanks

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    Forum|Forum|1 year ago
    JHarlowe
    JHarloweConnector

    Ability to add notes while creating a back office ticket.Submitted

    Currently, when creating a Back Office ticket you have to submit the ticket and THEN go back in to add your notes.It would be very beneficial to have the note entry box exposed and usable to include whatever you're requesting at that time to go along with the initial creation

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    JHarlowe
    Forum|Forum|1 year ago
    JHarlowe
    JHarloweConnector

    Ability to add CDAs in the same box / area as "Assignee and Team Inbox"Submitted

    In the top right of the details column there is the area that has Assignee and Team Inbox.We are suggesting the idea of being able to add one or two more fields there that could be custom or a CDA. This would allow support teams to surface important routing (regions), company, or customer data that is helpful when a teammate is looking at a conversation or ticket.Combing through the apps can get time consuming which can delay / distract teammates from getting back to the customer quickly.

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    JHarlowe
    Forum|Forum|1 year ago
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    Kamil BorowskiConnector

    Remove 'Dashboard' from the SidebarSubmitted

    A bit silly that I can’t remove the Dashboard from the Sidebar when I don’t have access to that feature (No, I do not want that feature)

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    Forum|Forum|1 year ago
    Frederik Hofvander
    Frederik HofvanderConnector

    Customers being able to name their conversationsSubmitted

    Hi!We had a customer bringing up a good idea. It was for our customers being able to name the conversations they have had, so when they look through old conversations for a topic they have asked about before. So they can easily find it :)

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    Frederik Hofvander
    Forum|Forum|1 year ago
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    Chris AnnicellaConnector

    Draft View or Preview View of Help ArticlesSubmitted

    The problem: There's no way to share a draft Help Center article with someone for review. Draft articles have no shareable preview link — the only way to see a draft is to log into Intercom and navigate to it in the Articles editor. Anyone without an Intercom seat simply can't review the content.Why this matters: The people who review and approve help content — subject-matter experts, product managers, legal/compliance — often aren't Intercom users. Today our options are: buy seats just so people can proofread, walk them through screenshots, or copy the draft into a Google Doc where formatting, images, and links break and feedback ends up disconnected from the real article.The request: Generate a shareable preview link for a draft article — a private URL that renders the article exactly as it will appear in the Help Center, viewable by anyone with the link, without requiring an Intercom login. (Optional niceties: links that expire or can be revoked, and a clear "DRAFT" banner on the preview so no one mistakes it for live content.)Related: It would also help to assign a draft article to its collection before publishing, so the preview reflects its real placement and publish day is just flipping a switch — not finishing setup.The payoff: a real review-and-approval workflow for Help Center content — faster sign-off, fewer errors reaching customers, and no premature publishing just to let a stakeholder read an article. Thanks for considering!

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    Forum|Forum|1 year ago
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    Julieta AlonsoNew Participant

    Metrics for URL/link clicks in Messages within WorkflowsSubmitted

    We would like to see how many persons clicked on a link in a message content in 1 of our workflows.  At the time we just know the clients that dropped down or went back to  the main menu. Thanks! 

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    Forum|Forum|1 year ago
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    Omayra RoigNew Participant

    When Fin AI resolves a conversation have the option to assign it to an inboxSubmitted

    Current problem: As of now, when Fin resolves a conversation it’s not possible to assign it to a corresponding team (team based on language, product, etc.) This affect reporting and also it’s harder to navigate when ALL Fin conversations are “unassigned”. Solution: Using workflows, enable that after Fin resolves a conversation it’s possible to automatically assign it to the corresponding team. 

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    Forum|Forum|1 year ago
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    Aaron NicholsNew Participant

    Custom Font Upload Support for Mobile CarouselsSubmitted

    I would like the ability to use our own brand fonts in the Mobile Carousels in order to maintain brand consistency across all customer touch points.

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    Forum|Forum|1 year ago
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    Paige MulliganNew Participant

    Make Article Edit Panel View (Full Page/Panel) ConfigurableSubmitted

    I noticed today that the view when making or editing an article is now a panel over the Knowledge page or Help Center, instead of taking up the entire page like before. I strongly dislike this, and find seeing other parts of the page and the content being off center screen to be very distracting. Can this be an optional configuration?

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    Forum|Forum|1 year ago
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    Chris AnnicellaConnector

    Suggested articles based on URL Context Sensitive contentSubmitted

    The problem: The Suggested Articles widget in Messenger shows AI-generated suggestions, but they're often not relevant to the specific page the user is currently viewing. There's no way to target suggested articles by URL — we can't assign specific Help Center articles to specific pages of our app. Users on a specialized screen get generic suggestions, give up on self-service, and open a conversation instead.Example: A user is on our Special Orders dashboard (www.ourapp.com/specialorders). We have a Help Center article written specifically for that feature — but we can't make it appear there. Meanwhile the AI surfaces loosely related articles that don't answer the question the user almost certainly has on that page.The request: Let us assign Help Center articles to specific URLs and URL patterns, with wildcard support for dynamic segments — e.g., /account/*/settings should match every user's account settings page regardless of the ID in the URL.Intercom already supports current-page URL targeting for outbound messages, tours, and checklists — this request is essentially extending that same, proven targeting capability to Suggested Articles.Supporting details:1. Priority: Manually assigned articles should appear above AI-generated suggestions, so curated content always leads.2. Hygiene: If an assigned article is archived or deleted, it should automatically drop off the suggestion list — no broken or stale links.3. Reporting: Click/engagement data on assigned articles, so we can see which page-level suggestions actually deflect conversations and optimize accordingly.The payoff: more relevant self-service at the exact moment of need, fewer unnecessary conversations reaching the team, and better use of the Help Center content we've already written. This would also strengthen Fin — knowing which articles are most relevant to the page a user is on gives Fin better context to resolve questions on the spot, improving resolution rates for everyone. Thanks for considering!

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    Forum|Forum|1 year ago
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    Mike WrightNew Participant

    Everything Should be TicketsSubmitted

    Everything should be a ticket.Conversations should be tickets.Calls should be tickets.I’ve never seen a platform in which there is a type of support request (a term I’ve been forced to coin) other than TICKET, and it makes no sense. It doesn’t help us organize anything any better, it makes configuration exponentially more complicated, and it makes reporting it’s own little nightmare.I see absolutely no benefit to having these extra categories of what I’ve been forced to call support requests (because if I call them ‘tickets,’ then I’m excluding conversations & calls).Lose the distinction between tickets, conversations, and calls (make ‘call’ & ‘chat’ attributes of tickets, not objects  that are separate from tickets).Call everything a ticket.

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    Forum|Forum|1 year ago
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    Christoffer RavnNew Participant

    Option to hide or delete suggested TopicsSubmitted

    It is very cluttering to see suggestions between our topics. These cannot be hidden. The suggestions are SO bad, that it is suggesting the same topics, as we have already created 10 months ago. 

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    Forum|Forum|1 year ago
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    KorbynNew Participant

    Option to send email along with messenger notificationSubmitted

    Currently, it appears that email notifications will only be sent to a customer if they are not active within the messenger app for for 3 minutes since the reply was sent. If a customer has this tab open, but maybe is in another area and forgets that it was left open, then an email is never sent out. I do not see any options to toggle for a user or within Intercom generally to enable emails to be sent in conjunction with an active session in messenger. I believe this might add value to customers so they can track some of this via email and if they happen to forget they left the tab open then an email is also sent so they get notified of any communication. If this was something that could be enabled in a user’s preferences I think that would be ideal so they can control how they want to receive communication.

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    Forum|Forum|1 year ago
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    Phoebe TruongNew Participant

    Reset the SLA clock via workflowsSubmitted

    This feature allows teams to automatically reset the SLA (Service Level Agreement) timer based on specific workflow triggers—ensuring accurate tracking when conversations are re-prioritized or reassigned.When activated within a workflow, the SLA clock is restarted from zero, aligning with the latest context of the ticket or conversation. Common use cases include reopening a conversation, changing conversation attributes (e.g., priority or assignee), or when a macro is applied that shifts the SLA expectations.

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    Forum|Forum|1 year ago
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    Marissa StoneNew Participant

    Turn off Messages in MessengerSubmitted

    We would like to be able to use “Tasks” without having the “Messages” space on in Messenger. Our team only uses Intercom for in-app onboarding and want to use Checklists as our primary method of onboarding. We feel it is a bad user experience for our customers to see a “Messages” tab where they are unable to start a conversation with us (we have the setting turned off as our support team is not in Intercom.)  

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    Forum|Forum|1 year ago
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    Anna AllenNew Participant

    Ability to manually enter custom date range in report date rangeSubmitted

    Challenge: Currently when you want to choose a custom date range for an Intercom report, you select the dates from a calendar view, and you don’t have the ability to manually type in the date range. For shorter time ranges, this isn’t a huge hassle, but if you’re trying to get a bigger-picture report and span a larger time frame, you have to keep clicking through months until you get to the right date.Suggested solution: I think it would be a helpful addition to be able to manually type in a custom date range. Or, alternatively, having the ability to select the months, days, and years from a drop-down menu for each would also be an improvement, in my opinion.  

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    Forum|Forum|1 year ago
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    Madeline G.New Participant

    Add Key Metrics to Reporting; Average Wrap-up time, Total Missed Calls, Missed FCR ticketsSubmitted

    We would like to request the addition of several important metrics to the Intercom reporting feature that are currently unavailable but critical for coaching, performance monitoring, and operational transparency.Requested Metrics: Average Wrap-Up Time Definition: The average amount of time an agent spends in the “Call Wrap-Up” status after each call. Calculation: Total time in “Call Wrap-Up” status ÷ Total number of calls. Use Case: This helps managers identify trends in agent post-call behavior and coach toward more efficient after-call work practices. Total Missed Inbound Calls Definition: The number of inbound calls that were assigned to the agent but were not answered and needed to be reassigned to another agent. Use Case: This is vital for understanding availability and coverage issues, especially during peak hours or for specific teams. Tickets Not Closed on First Contact (FCR Details) Enhancement Request: The existing First Contact Resolution (FCR) metric currently shows a summary of which were closed successfully on the first contact (e.g., “13 out of 14 tickets closed on first contact”) but does not allow us to identify which specific tickets were not resolved on first contact. Request: Please allow drill-down or flagging of tickets that were not closed on first contact so we can review them individually. Use Case: These specific tickets are essential for targeted coaching and quality assurance, helping us understand what went wrong and improve future resolutions. Why These Matter:All three of these metrics are crucial for team performance management and quality control. Without them, we’re missing critical insights into agent efficiency, customer experience gaps, and improvement opportunities. These are common metrics across most support platforms, and their absence in Intercom limits our ability to coach effectively and maintain high service standards.

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    Forum|Forum|1 year ago
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    Madeline G.New Participant

    Feature Request: Enable “Company” Filter for Call-related Metrics in ReportingSubmitted

    We’d like to request that the “Company” filter be made available for call-related reporting metrics within Intercom. Currently, metrics such as Call in Queue Time, Call Talk Time, and SLA hit rate do not allow filtering by Company, even though this filter is available for other non-call-related data. This creates a significant limitation for our reporting needs. Why this matters:We provide support to multiple clients, each of whom expects visibility into their specific interactions with our team. In particular, they want to know: How long their users waited in queue How long their users were on calls with agents How many calls were answered within the SLA rates agreed upon in their contracts At this time, we can only report on these metrics in aggregate across all companies, which is insufficient for client-facing reporting or performance analysis. Request:Please extend the “Company” filter to work with call-related metrics in the reporting feature. This would allow us to segment call performance data by client and meet critical reporting expectations.This enhancement would greatly improve the usability of Intercom’s reporting tools for any team managing support across multiple clients or business entities.

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    Forum|Forum|1 year ago
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    Santosh KumarNew Participant

    Able to see active users without having to hower on the Team InboxSubmitted

    As of now if I have to see who all users/employees are active on intercom then I have to go to that team inbox and hower on it, but it would be helpful if it shows without having to hower. 

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    Forum|Forum|1 year ago
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    Dick Wynendaele | bonsaiNew Participant

    Dark Mode for mobile SDKs stylingIn Beta

    There is a large amount of users of our app that have dark mode enabled. When they need our support the Intercom integration in the app is always in “light mode” as the background is white by default.I would like to ask for a “dark mode” availability for the Mobile SDKs styling. A user attribute should determine which version to show to our app users. This is becoming a UX/UI necessity nowadays.

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    Paul D
    Forum|Forum|1 year ago
    JHarlowe
    JHarloweConnector

    Additional Company Details in ticket viewSubmitted

    The Middle Pane on tickets shows the ticket id, user and company. This is great and does provide a nice quick overview. Adding User and company would be very beneficial to see on Conversations also as this information is critical for agents when working in a B2B support capacity. Currently the only way to see company is to expand the Company Details section, this adds extra time and clicks to the teammates flow.  Adding some of the high-level company details to the Middle Pane would be amazing!

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    JHarlowe
    Forum|Forum|1 year ago
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    True Profit Customer SupportNew Participant

    Prevent users/visitors replying to closed conversationsSubmitted

    Prevent user/visitor chat back to old conversation by hours, now I can only set it up based on day. I would love to set it up by hours.

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    Forum|Forum|1 year ago
    Steeve Cayla
    Super User ✨
    Steeve CaylaSuper User ✨

    Ability to change Team inbox members through REST APISubmitted

    In bigger organisations, we need to schedule agents to work on different topics throughout the day by using a schedule. This schedule would dictate that Agent X would work on Billing for the first 2 hours, then on L1 tickets for 3 hours and so on. Right now the only way to work on Billing is to be part of the Team inbox Billing. Same for L1. But if an agent is part of those 2, we cannot prioritise how they are working on those easily. If we had the ability to change teammates from one team to another dynamically though API, it would make things much easier. 

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    Steeve Cayla
    Super User ✨
    Forum|Forum|1 year ago

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