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    3160 Ideas

    L
    LouiseKleinNew Participant

    Team-Based Rating Filters in ReportsSubmitted

    Currently, reports allow us to filter tickets by the teammate who was rated, but not by the team they belonged to at the time the rating was given. For teams, the only available filter is “Team currently assigned.”This creates a problem: if I filter by Team X, the report includes tickets rated before the teammate was actually part of Team X, such as in cases where someone transferred from Team Y to Team X. As a result, these reports don't accurately reflect Team X's performance.To work around this, we have to combine the team filter with individual teammate names, but that introduces further inaccuracies. Many teammates work across multiple folders or contexts, and their performance data should ideally be separated by team assignment at the time of the rating.What we need is a filter that shows tickets rated while assigned to a specific team: mirroring how the “teammate rated” filter currently works. This would significantly improve the accuracy and usefulness of team performance reports. 

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

    Ability to force email response to a conversationSubmitted

    Right now when somebody contacts us through Messenger, the only option to answer is through Messenger. It will come as an email IF messenger isn’t available (if the customer closed the tab for example). Very often the message will come in the Messenger and if we are not actively checking inside messenger, we can miss crucial information. We need a way to be able, as agents, to send a communication via email, by selecting “email” as the reply channel. 

    0
    Steeve Cayla
    Super User ✨
    Forum|Forum|1 year ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Closing the chat window isn’t intuitiveSubmitted

    Many customers report difficulty closing the chat window after engaging with Fin or a support rep. Specifically: User expectation: They intuitively look for an X button in the upper-right corner, a standard UI convention for closing modal windows or chat interfaces. Current behavior: The only way to close the chat is by clicking the chat icon again in the bottom corner. This is not visually obvious or intuitive to many users.  This leads to:  Poor user experience: Causes friction and confusion, especially for new users or those in a hurry. Increased support load: The issue is so widespread that the team has had to create a snippet in Fin to explain how to close the chat, just to reduce the number of repetitive questions. Cognitive overhead: Users are left guessing, which breaks the otherwise seamless UX of the support flow.  Suggested solutionIntroduce a visible "X" close button in the upper-right corner of the chat window (when expanded). Ideally: It should follow conventional design standards (hover-highlighted, accessible). Clicking it should minimize the chat, just like clicking the chat icon currently does. Optional: Add a tooltip on hover to say "Minimize chat".  

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    S
    Forum|Forum|1 year ago
    A
    Ariel KerseyNew Participant

    "Seen" notification that differentiates between all recipientsSubmitted

    The “Seen” notification in the bottom corner of emails and messages will change to the “Seen” status even if only one person in the thread has viewed the email. It would be great to be able to see which recipients have opened the message. Sometimes my colleagues are included on email threads, but I need to know when the client is the one who opened the email. This would really help with follow up messages, to know if the client has read my email yet or not. It could say “Seen by [first name]” or “Seen by [colleague] and [client]”

    1
    J
    Forum|Forum|1 year ago
    MairaSen
    MairaSenNew Participant

    What is the Pictory coupon code? in 2025Submitted

    Can you please share working Pictory AI coupon code as of now for 2025

    0
    MairaSen
    Forum|Forum|1 year ago
    K
    KhrystynaNew Participant

    Filters / search for Tickets PortalReleased

    We are leveraging tickets a lot with our clients, and a request came up - having a possibility to search or filter by attributes present on the ticket portal, e.g. description, created by, creation date, etc. This would be of help to our larger clients where they can search if a similar question/issue was tackled before. 

    12
    Paul D
    Forum|Forum|1 year ago
    J
    Julian LowNew Participant

    Mobile App Needs Improvements - Top Priority: Answering phone calls through the mobile appSubmitted

    As the title says, we need the mobile app to be more robust in features, particularly the ability to answer, decline, and callback phone calls from within the mobile app only, not requiring website/desktop platform.

    1
    Paul D
    Forum|Forum|1 year ago
    B
    Brix EstropeNew Participant

    Assign owner to companiesSubmitted

    As an enterprise, we base account ownership of Client Success Managers on company, not by user. In essence, there might be multiple users in each company but our CSM’s are only handling the same company, it would be easier to base it on a company level instead of user level. 

    0
    B
    Forum|Forum|1 year ago
    E
    ElyceNew Participant

    Allow Numbers to be configured to teams / inboxesSubmitted

    Our company operates out of multiple locations worldwide. Therefore we have varying contact numbers to reach our respective teams.By default, our workspace sets all outbound calls to our USA number. This means our Australian team must remember to adjust this before making an outbound call as some customers might not answer an American number. It also means if we forget to do this and our customer wishes to call us back, they call our USA team and get their out of office, causing significant confusion.If I have multiple teams/inboxes that conversations are assigned to, it would be great to nominate the default phone number associated to the customers and teams handling the conversations.

    1
    Paul D
    Forum|Forum|1 year ago
    B
    Biljana SinikNew Participant

    Default phone lineSubmitted

    Ability to set one phone line default with multiple numbers in IC would reduce agent errors as they need to select the correct line from the drop-down menu every time they need to make a call. 

    1
    Paul D
    Forum|Forum|1 year ago
    J
    Joana GuerraNew Participant

    Intercom phone in Brazil ASAPSubmitted

    I would love to have the ability to make phone calls to customers through Intercom, but unfortunately, this service is not yet available in Brazil. If the person responsible for this project comes across this post, please consider making it happen soon!

    1
    E
    Forum|Forum|1 year ago
    S
    Shani BNew Participant

    Add the metric to be able to see longest waiting calls that excludes conversations where teammates are actively on calls with customers.Submitted

    We’re looking to be able to see the longest waiting calls where they haven’t been touched. Currently, longest waiting includes calls where a teammate is on with them. We want to filter those out so we can see what the true longest call time is without action.

    0
    S
    Forum|Forum|1 year ago
    A
    Abdullah Ali AlshehriNew Participant

    Add Support for Refresh Tokens in Data ConnectorsSubmitted

    Hi team,Many APIs use OAuth 2.0 with refresh tokens. Currently, Intercom Data Connectors don’t support refresh flows, so access tokens must be updated manually when they expire.It would be great to support refresh tokens or dynamic token renewal to make integrations more stable and automated.Thanks!

    0
    A
    Forum|Forum|1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Improve Fin replies from the batch test pageSubmitted

    It would be highly beneficial if we could train Fin using the batch test page. Currently, we can rate its answers, but this does not contribute to its training. Allowing each rating to train Fin enhances its performance before user availability.

    0
    Nurit
    Innovator ✨
    Forum|Forum|1 year ago
    M
    Michael S11New Participant

    Windows 11 Intercom Application.Submitted

    Instead of Windows11 using Chrome, I’d like a program that I can engage with independently instead of in the chrome browser we use. 

    0
    M
    Forum|Forum|1 year ago
    D
    Diego SotomayorNew Participant

    Audio listening in appSubmitted

    The iOS app is currently unable to play audio messages or voice notes sent by clients. While this feature is available in the web inbox, it is essential for it to be included in the mobile app as well, since being able to listen to client messages is a basic and necessary function for providing timely and accurate responses.

    0
    D
    Forum|Forum|1 year ago
    K
    KhrystynaNew Participant

    Ability to reference news items from the InboxSubmitted

    When certain updates are posted as a combination of a post and a news item, this cannot be referenced in the Inbox when answering a client. It would be great if News items could be inserted in a similar way to posts. 

    0
    K
    Forum|Forum|1 year ago
    xiaoyu
    xiaoyuNew Participant

    messager support markdown to improve the display effect to interactive presentationSubmitted

    I created my own data connector to integrate the chatbot API with Intercom. However, the current message display does not support Markdown syntax, which makes the interactive presentation less visually appealing.I hope the message chat window can support Markdown syntax rendering, enabling the display of tables, bold text, formatted layouts, and ultimately providing a better interactive experience!

    0
    xiaoyu
    Forum|Forum|1 year ago
    P
    Paige MulliganNew Participant

    Keep Collections CondensedSubmitted

    When I condense a collection in the Help Center, and then move, add, or delete a collection, all condensed collections automatically reopen. We have a lot of collections in our Help Center, and this makes it highly inconvenient to reorder or otherwise move around.

    0
    P
    Forum|Forum|1 year ago
    Nikolina Tukic
    Nikolina TukicNew Participant

    Manually map article to Fin answer (when Fin used the wrong source) rather than new snippetSubmitted

    When reviewing Fin accuracy I am surprised with Fin’s “choice” or articles.For example a user is asking how to export some data, which is a common topic for which we have an article. Fin answers sourcing the “How to delete your account” article and says “Sorry I don’t have data .. “Rather than creating a snippet which we then have to maintain, it’d be much better an easier if the feature “improve answer” had an option to unlink and re-link the source for that specific answer.

    3
    S
    Forum|Forum|1 year ago
    JHarlowe
    JHarloweConnector

    inbox views based on company tag filterSubmitted

    The idea here is to add the ability to set up inbox views using company tags as filter criteria.This would help reduce the need to create workflows to tag conversations based on company tags to allow for views filters based on company attributes. (reduced overhead on system automation) When a specific team needs to review all conversations for a company (i.e. RC or Beta Candidate). For B2B orgs, company attributes and tags take front seat vs user or lead attributes and tags.Use case:Customers who agree to take part in a RC or Beta type Program are entitled to elevated support during that specific cycle. In practice, that means that specific team reviews every incoming case for those customers who are participating in the current RC or Beta cycle to determine if the customer's issue is or is not related to the current RC or Beta.If it is they can grab it, move it to their specific inbox and work it as they will be better suited to help the customer. If it is not then they can leave it in its current inbox and let it run the normal support cycle.

    0
    JHarlowe
    Forum|Forum|1 year ago
    R
    Reynir Óli SmárasonNew Participant

    Ability to merge help articles and have FIN combine the content of the two.Submitted

    It would be great to have the ability to merge two help articles in a way that FIN will make suggestions for what the final article will look like.It could also be to import the contents of a help article into the article you are working on. Pain: you sometimes realise you have very similar articles on a subject, which don’t really need to be separate; it could all just be in one article.It takes time to re-write an article and bring everything over. You don’t just want to copy/paste the content, as you might be repeating yourself and there will be a lot of superfluous content.Solution: Have FIN go over the two articles and make suggestions for the final article and outcome.

    1
    Conor
    Forum|Forum|1 year ago
    S
    Sigrid JorgensenNew Participant

    Automatically change status to active when the agent starts typing again on Away modeSubmitted

    When our agents are logging back in after being “Away”, it would be beneficial to have the status automatically change to Active when the agent starts typing again.  This would save our agents from having to turn it back on when they return to their desks and are active on chat again. 

    0
    S
    Forum|Forum|1 year ago
    C
    Chris AnnicellaConnector

    Link Draft ArticlesSubmitted

    The problem: In the Help Center, you cannot link to a draft article. Internal links to unpublished articles are impossible because draft articles have no URL — so cross-referencing between two drafts can't be done until one of them is published.Example: I'm writing Article A and Article B, both in draft. Article A contains "For more details, click here," which should link to Article B. Because B is unpublished, there's nothing to link to. My only options are to publish B before it's ready just to obtain a URL, or publish A with a placeholder and remember to come back and fix it later.Why the current workarounds are risky:1. Publishing early exposes unfinished, unreviewed content to customers and gets it indexed by search engines.2. Placeholder links get forgotten, leaving "click here" dead-ends in live articles.3. Coordinated launches are painful — shipping a new feature with several interlinked articles means publishing them in a careful sequence and then re-editing each one to add the links, instead of preparing everything in draft and publishing together.The request: Let authors link to draft articles while editing. The link doesn't need to resolve publicly until the target article is published — it just needs to exist internally so the content is complete and correct on publish day. Bonus: a warning indicator if an article is published while it still links to an unpublished draft.This would make large documentation projects and product-launch docs dramatically easier to prepare, improve collaboration between authors, and remove the need for premature publication. Thanks for considering!Please let me know if you have more questions.

    0
    C
    Forum|Forum|1 year ago
    Erica Lawrence
    Erica LawrenceNew Participant

    Feature Request: Option to Disable Reference Number Format for Help Articles in Fin ResponsesSubmitted

    I’d like to request a setting that allows teams to toggle the way Fin references help articles — specifically, the option to disable the small reference number format and instead display the full article title as a clickable hyperlink or list it clearly at the bottom of the conversation.We’ve noticed that Fin now includes article references as small superscript numbers at the end of a sentence, requiring customers to hover over or click to see the linked article. While this may streamline the chat visually, it creates a usability issue for our customer base.Why this matters:Most of our customers are Gen X and Boomers, and our team is concerned that they may not intuitively understand that the small number is a clickable link. This could result in customers missing important resources and increase their reliance on live support.Suggested solution:Introduce a setting to choose how article references appear in Fin: Show full article titles as clickable links within the response OR list source articles at the bottom of the conversation OR allow teams to toggle between reference number format and traditional linking based on their audience We’d love to see this added so we can better tailor the experience to our customers’ needs.Thanks for considering!

    0
    Erica Lawrence
    Forum|Forum|1 year ago

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