Product Wishlist | Community

Skip to main content

Help Center
Academy
Developer Hub
Partner Hub
Hire an Expert

Create New Topic
Login

🎅 How to prepare your Fin AI Agent for Christmas 🎅

19 days ago

Home
Ideas

Product Wishlist

Share product ideas and upvotes with our product team

Your Guide to Joining the Beta Group & Navigating the Product Wishlist

Join the Beta Group 🎉 You can now join the Beta Group and get exclusive early access to product betas, share feedback and contribute to shaping the In...

2 years ago

35518

Idea Pipeline

Filter by idea status

Browse by category

3483 Ideas

Most replies

Most votes

Newest first

Back to top of the list

Pamela Van GasseActive User

Merging tickets should allow to change the ticket state of the merged ticketSubmitted

Suppose you have 2 tickets : Main ticket and ToBeMerged ticket and they both are open with ticket state Submitted.When you merge ticket ToBeMerged into the Main ticket, you get an overview of what will happen.When you go ahead and merge the ticket, the ToBeMerged ticket is closed. This is ok, but … the ticket state still is Submitted, which results in reporting issues.It would be nice of the overview screen of the merge action, would allo you to also change the ticket state to Resolved.

Pamela Van GasseActive User

Add ticket content into a side conversationSubmitted

It would be nice to be able to include ticket content into a side conversation. For example the user’s last reply that could be used as information to be sent to a 3rd party.

Pamela Van GasseActive User

Fin should have the same reply settings as teammatesSubmitted

Whe teammates reply to users, these options can be configured to decide which email address to use when replying: Workspace email address Teammate email address Inbound addressHowever, for Fin these options do not exist. Fin always replies from a default email address.It would be nice to also be able to set the same settings for Fin replies. This will prevent users from replying to the wrong email address when replying to Fin’s automatic replies.

Pamela Van GasseActive User

Notification when a side conversation reply comes inSubmitted

From Intercom support : However as of now there is no notification that can be enabled to inform you when a user responds to a side conversation.Please allow teammates to be notified when a user replies to a side conversation.

Pamela Van GasseActive User

Include ticket history in emails to usersSubmitted

Allthough we have configured that email history should be sent along in emails to users, we notice that this is rarely the case. The answer for the Support team we got was that the history that is sent are only messages that have not yet been seen by the user.We would like to have the option to send emails to customers that include the complete public comments from a ticket. The advantage of this is that our users are always informed which ticket the communication concerns.

Pamela Van GasseActive User

Copy email address list when creating conversationSubmitted

When creating a conversation manually, each user/email address need to be specified separately, then the user needs to be selected. This is very time consuming !It would be nice to be able to copy/paste a string of email addresses into the To field when creating the conversation.

ChristelNew Participant

Font colorsSubmitted

A customer replied to the ticket and mentioned that they highlighted a part of their message in red, but we’re unable to see or view the highlighted color red. We can see the text but not in red. Pls add this feature as this is important to make sure that we are able to capture the correct content.This is urgent for us as the message can get mis interpreted without the correct formating.This is what should we see: Intercom shows pure black

MalNew Participant

Ability to Dial an Alternate Number Within an Existing ConversationSubmitted

Request Summary: We request the ability to initiate a call to a different phone number directly from within an existing Conversation, rather than being limited to the number associated with the Lead.Business Rationale: In many instances, Leads request that we return their call at a number different from the one listed on their account. The current system does not support calling an alternate number from within an existing Conversation, which requires users to create a new Conversation, initiate the call, and then manually merge it back into the original thread. This process is inefficient and prone to error.Impact on Performance: The current workaround of creating and merging separate Conversations to accommodate alternate callback numbers introduces unnecessary steps, increases time spent per interaction, and disrupts workflow continuity. This negatively impacts team efficiency and user experience.Proposed Implementation: We envision this feature being implemented as an additional option within the existing call dropdown menu. Specifically, users would select “Enter New Number,” allowing them to input a one-time phone number to call, without affecting the Lead’s primary contact information or creating a new Conversation thread.Expected Benefits:Streamlined workflow and reduced manual steps Improved agent efficiency and response time Enhanced user experience by maintaining context within a single Conversation

Product EnablementNew Participant

Add Tag Manager Support for the News site featureSubmitted

I like the News site feature, but we need to be able to implement a Tag Management System e.g. Google Tag Manager on the site so we can implement other tech like a cookie consent banner on it.There is a growing wave of data privacy litigation and threats hitting companies big and small and we need to be able to provide a privacy support video viewing option for visitors on our help site or we will be forced to take down the content.

Product EnablementNew Participant

Privacy Support Video URLsSubmitted

When building help documents in the help center, you need to allow support to embed videos with the following URL pattern:“youtube-nocookie.com”Today you only support “youtube.com”.There is a growing wave of data privacy litigation and threats hitting companies big and small and we need to be able to provide a privacy support video viewing option for visitors on our help site or we will be forced to take down the content.

Aiden TaylorNew Participant

Access dial pad during pre-connection phaseSubmitted

Some customers have turned on spam blocking or use a third-party app to help determine if the call is spam. These apps ask the caller to dial one or two numbers to push the call through to the user.Currently, the keypad only becomes available once you're connected to the customer, not during the pre-connection phase when spam-blocking apps prompt for verification.Please allow access to the dial pad at any point of a call.

Pamela Van GasseActive User

Allow ticket view to be configurable/resizableSubmitted

Conversations and tickets that contain a lot of information are often not easy to work with.When a teammate is typing a message or a note, the screen enlarges, causing the previous comments to almost not be visible anymore.It would be nice to be able to resize the area’s ourselves so that a teammate can decide what is visible and not.Please have a look at the attached screenshot. The red area where the customer’s comments are visible, is very small. If the teammate needs to view information from the customer while creating their note, they potentially need to scroll a lot.

channelwillNew Participant

Urgent: Restore missing export fields: Inbound/Outbound classification and TimezoneSubmitted

The new export interface is missing critical fields that were available in the old system, specifically:Inbound/Outbound classification - The current "Started by" field only shows values like "reply to workflow/message" instead of clearly indicating whether conversations were customer-initiated (inbound) or team-initiated (outbound) Timezone as separate column - This field was previously available but is no longer accessible as a standalone column Reopened status - Another field that's missing from the new exportThese fields are essential for conversation analysis and reporting workflows. The old export interface was already deprecated on my end, leaving no way to access this data through the UI.Business Impact:Without these fields, teams cannot properly analyze conversation patterns, measure inbound vs outbound engagement, or track reopened conversations - all critical metrics for customer support operations.Requested Solution:Add these missing fields back to the new export interface to maintain feature parity with the old system.

damien_querbesNew Participant

Add Conversation starter is: API' so Fin can reply to users answering to outbound messages initiated through APISubmitted

At the moment, when an outbound message created by API (via third party), the user’s reply can’t be addressed by Fin because 'Conversation starter is: API' is missing. The product team has confirmed there is not any trigger available addressing this specific scenario.

Bryan LipsonNew Participant

Ability to configure links in Chats, Posts, and Banners to open in the same windowSubmitted

It appears in Checklists, you can choose whether to launch URLs in the same browser tab or a new tab. I don't see that same option for links in Posts and Chats. We have a single page app and it's important for us to provide links to different areas of the app without loading each in a new window.For support, our agents often guide customers how to update their billing info (/admin/billing) or where to upload messages (/admin/messages). It would be extremely valuable to able to send links to these areas in the app w/o loading new windows.The exact same thing applies to proactive support where we want to guide new users to different features without opening the app in a bunch of windows.

KimNew Participant

Customizable CTA Link Behavior: Open in Same or New TabSubmitted

We create in-app messages, banners, modals, checklists, and other content using Intercom. Unfortunately, for many of these elements, it’s not possible to control whether a CTA link or text link opens in the same tab or a new tab. For banners, for example, this setting is available.It would be very helpful if this option were available across all content types. A specific use case: we use a welcome modal that introduces new users to the most important features via a product tour. Currently, the tour opens in a new tab, even though the user stays on the same page. From the user's perspective, this is unnecessary and can be confusing. Having a flexible option here would greatly improve the overall user experience.

Eleanor HarrisonNew Participant

Ability to edit titles of outbound messages after they're sentSubmitted

Ability to edit titles of outbound messages after they're sent so they don’t just remain “Untitled” forever (organisational nightmare) if you forget to add a title. Or even just prompt us to add a title upon message creation / before sending so we don’t get into this mess.

Mark T11Active User

Ability to enter titles of sent emailsSubmitted

“enter” should have been “edit” in the title.Occasionally I forget to put a title for an email I’m sending and don’t notice until after the email is sent, and then I can’t change it and the message is permanently “Untitled” in the Outbound listings. I understand why I can’t edit an email after it’s been sent, but it would be nice to be able to edit the title.

Pete FrancombNew Participant

Update outbound message title after it's gone outSubmitted

I often forget to give an outbound message a title before it goes out - then I’m unable to correct my error and give it a title afterwards (meaning it shows in my list as “Untitled”).I want to be able to change the title at any time, and I can’t see any reason to prevent this.(My initial error would be mitigated by an unset title defaulting to the subject line, which I know is already a feature request - but even if that was introduced I’d want to be be able to change it.

Sarah BelloNew Participant

Longer Notifications or Repeat Notifications Until You RespondSubmitted

We would love to have a 5-10 ding option instead of a single ding/sound when we get a message. We’d also like to suggest for that to repeat if we have not responded within 5 or 10 minutes. A quick short ding is being missed by our staff.

Vicky LabergeNew Participant

Calculate the number of views of a news item on the Messenger home page.Submitted

Our company has developed an AI to help patients to be directed to the appropriate healthcare professional within the optimal timeframe for their condition. We regularly update our AI and notify teams through the Intercom platform. Having an exact figure for the number of people who have seen our publication would be helpful, as we often receive reports requesting changes that were already addressed in the latest update.I really liked the idea of having the application on the home screen, as it allows teams to easily see the update.

Brad RomneyNew Participant

Reports - On Hold data needed for Phone Call conversationsSubmitted

We use the metric Hold Time for agent bonuses, and we were informed via Fin that it isn’t available in the UI nor is it available via API (I’ve tried searching for a method to calculate it using this Conversation Endpoint and it wasn’t very clear what conversation_parts we can use to calculate).Would love to be able to have this data readily available; we don’t want our agents putting our customers on hold for long periods of times, and we don’t have an easy way to measure this.

Evren AkbulutNew Participant

Custom SIP PBX integrationSubmitted

Hi,I really seach with various keywords but can’t find a similar request. For phone function there’s a huge need for an integration with custom SIP PBX. Most of the customers still call the phone systems of the companies. These companies all seek for a solution as a Voice agent but can’t figure out how to transfer the call to an advanced AI agent and take it back to their staff back. Elevenlabs have this SIP integration function but transfering back to human is not working as expected.

mehNew Participant

Fix your OpenAPI spec pleaseSubmitted

Your OpenAPI spec is inaccurate with regards to which properties are required and are guaranteed to not be undefined in responses.There is an open issue in your GitHub repo unanswered since 2023. ;,,-(https://github.com/intercom/Intercom-OpenAPI/issues/118Should not be that difficult to fix.

Sonal RavalActive User

Bulk "Not Spam" optionSubmitted

There isn’t the ability in the UI to bulk apply “Not Spam”. We recently had over 200 conversations listed as spam that should not have been and I have to go in 1-by-1 to click Not Spam. That’s not a great experience.

Show more activity

Browse by category

Product Areas & Popular Topics
Core Inbox
Data
Fin & AI
Integrations, API & Custom Actions
Intercom Community
Knowledge & Help Center
Messenger
Mobile Conversations App
Omnichannel (Whatsapp, Facebook, Instagram, X, Switch)
Phone
Proactive Support
Reporting
Security & Compliance
Third-party Apps & Plugins
Tickets
Workflows
Workload Management (Conversation Assignment)
Expert VOC

Join the Fin Expert Program 🏆

1 year ago

Powered by Gainsight

Terms & Conditions Accessibility statement

Join the Intercom Community 🎉

Already have an account? Login

Intercom Customers and Employees

Log in with SSO

or

Username *

E-mail address *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Intercom Customers and Employees

Log in with SSO

or

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview