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    3160 Ideas

    T
    TristanNew Participant

    Allow CSATs to trigger even when there are participantsSubmitted

    In our customer interactions, it's common for multiple people to be CC’d or added as participants on a ticket, as there are usually several stakeholders who need visibility throughout the ticket’s lifecycle. It’s rare for a ticket to have only one participant. Because of this, our CSAT response rates are significantly lower than they should be. We really need a way to send CSAT surveys specifically to the primary requester or participant of a ticket, and the ability to designate or change who that primary participant is.

    2
    J
    Forum|Forum|1 year ago
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    NadiuskaNew Participant

    Visual indicator for FinnSubmitted

    My team and I are using Fin more. The problem here is we don't know when Fin is being used in a conversation. Sometimes we'll see a conversation that will have a waiting time of about five minutes. So we panic and jump into conversation, not knowing that Fin is taking care of it. It's a complete waste of time. When our teammates are working in conversation, so you can see an indicator that somebody else is in the middle of the conversation. You can see their floating heads, as a visual indicator. There's no such thing for Fin. There needs to be. We need to know which conversations Fin is leading charge of. So that way, we don't waste our time trying to get into these conversations thinking that they've just been forgotten about. 

    1
    ChelseaRentPrep
    Forum|Forum|1 year ago
    JHarlowe
    JHarloweConnector

    Profile Box In It's Own WindowSubmitted

    Adding UI functionality of having the profile box optionally be it's own separate window or modal that can be repositioned to suit teammate preference. The thinking here is that if it's not tucked in the bottom corner it would be easier for teammates to quickly change status when going between break, lunch, and end of day.Supporting idea here is also to add a keyboard shortcut to change our status’ quicker than the multiple clicks it currently takes.

    0
    JHarlowe
    Forum|Forum|1 year ago
    R
    Robert FischerNew Participant

    Being able to select or deselect which channels to be assinged tickets from. eg, Only receving from Phone and Email or only Chat and Email.Submitted

    As our approace to live support in our team is that an agent should be on multiple live channels at the same time. So you are either on phone calls or live chat (chat and social media) and then always on email.We would like for the agent to be able to choose what channels to be recieving conversations from. Currently it’s my understanding that if you are beign assinged emails, you are also being assigned chats. These two channels shouldn’t be considered the same.

    1
    L
    Forum|Forum|1 year ago
    K
    Kae SchrattenholzerNew Participant

    Custom Code in Help Center ArticlesSubmitted

    We would get a lot of benefit if we were able to embed iFrames, or custom code in general, into Help Center articles. The particular use-case here is that we use Storylane to create interactive demos for clients, and right now our only options are to link to the demo externally, or insert it as a video in the article which causes us to lose the “interactive” piece of the demo. 

    3
    V
    Forum|Forum|1 year ago
    S
    Support AdminNew Participant

    Add multiple documents at onceSubmitted

    Right now, every user that wants to upload multiple documents at once, needs to send them all separately. Why isn’t it possible to select multiple attachments at once? This would be a huge improvement for us as we want our users to upload multiple documents, but always sending them apart would be a waste of time. Does anyone has a workaround for this? 

    2
    K
    Forum|Forum|1 year ago
    U
    User1569New Participant

    Quick Links app feedbackSubmitted

    Two wish lists:1. Conditional links. For example, only appear if certain attribute exists, or only appear in certain teams.2. Be able to drag and drop to change order in the Settings page.Nice to have:1. Be able to select icons so it's not always the globe.

    0
    U
    Forum|Forum|1 year ago
    J
    JackNew Participant

    Sync EXTERNAL articles from external sourcesSubmitted

    Being able to sync from Notion to Intercom is awesome because we manage all resources there. However, it would be nice if we had the option to use the sync content as a public article. Since we maintain all our resources on Notion, we would only need to manage the information in one place. 

    1
    D
    Forum|Forum|1 year ago
    Christian S12
    Christian S12Connector

    Ability to Associate a JIRA Ticket with Multiple Intercom TicketsSubmitted

    Currently, the integration allows updates to statuses and comments from JIRA to Intercom, which works fine. However, there is a limitation where a JIRA ticket can only be associated with one Intercom ticket at a time, which creates some inefficiencies in workflows.Issue: We track bugs that are worked on in JIRA through Intercom tickets. However, with the current limitation of the JIRA for Tickets app, we are only able to apply one JIRA ticket to a single Intercom ticket. This is problematic because it doesn't reflect the reality of how multiple customer support tickets may be related to the same JIRA issue as well as allow the automation for JIRA ticket status updates to be sent to Intercom and out to the customer via the custom statuses feature. Request: I would like to request an enhancement to the JIRA for Tickets app, allowing users to associate a single JIRA ticket with multiple Intercom tickets at once. This feature would work similarly to how the JIRA for Cloud app allows for multiple associations, and would significantly improve workflows for teams who track related customer support tickets across different issues in JIRA.By adding this capability to the JIRA for Tickets app, teams would be able to link a JIRA ticket to multiple customer support tickets, ensuring a more accurate representation of the work being tracked and updated across all associated tickets.

    2
    F
    Forum|Forum|1 year ago
    J
    Jane LoweNew Participant

    Ability to create a certified course for new users to engage with training about how to use our productSubmitted

    It would be great to create a course that could make our users superusers and have a certificate at the end

    0
    J
    Forum|Forum|1 year ago
    A
    AlfredoNew Participant

    Can not change frequency and scheduling option laterSubmitted

    Once you press “Send based on a fixed schedule if the person matches the rule” You cant change later to send it immediately in a custom time You are forced to start all over again 😓

    0
    A
    Forum|Forum|1 year ago
    岡
    岡田憲一郎New Participant

    I want language Japanese.Released

    Good tool but hard to use.良いツールなのに使い辛い 

    1
    Paul D
    Forum|Forum|1 year ago
    B
    Branden AbushanabNew Participant

    Ability to Add Custom Teammate Away ReasonsReleased

    At my organization, our support reps do several tasks when they are not active on live conversations or responding to emails. It would be great to have the ability to add custom away reasons within Intercom. For example, our support reps are commonly reviewing social media posts as a part of their daily tasks, so if we could add this as a custom away reason, then it would give us more insight into what our support reps are doing throughout a given day and how much time they are spending on respective tasks. Ideally, admins would be able to add custom away reasons on the backend that would then appear as available options for reps when changing their away reason or status.  

    1
    Paul D
    Forum|Forum|1 year ago
    S
    Simon WijckmansNew Participant

    Remove "Powered by Intercom"Released

    I don’t mind product placement in a free tier. You get what you pay for, that is fine. But we pay a substantial fee to have “powered by Intercom” under every email sent out by support. That is not professional looking and I’d like to be able to turn that off.This is injected currently as part of our auto response.

    5
    Paul D
    Forum|Forum|1 year ago
    Grace Ndabananiye
    Grace NdabananiyeNew Participant

    Workflow rules testerSubmitted

    Summary: I would like a tester feature added to workflows, to test how/when certain rules will trigger. Similar to the code testing for integrationsContext: I spend a good amount of time building workflows. And one of the bug bares is creating a number of rules of how, when and who this workflow apply to, only for these not to work in unique use cases. Problem: Currently, to know exactly how the rules (e.g. audience rules) work is mostly trial and error, especially when multiple attributes are needed. Through experience, I do avoid the majority of issues, and with the help from Intercom’s Fin and support team I can troubleshoot issues. But this takes a lot of time, and for things to go wrong, for this to happen.Suggestion: When creating rules e.g. for audience, branches etc. there should be a testing box. Similar to the Preview option, and the “Test response” are when creating new integrations/data connectors. Where you can provide a scenario or user profile to confirm whether the rules will trigger or not. 

    0
    Grace Ndabananiye
    Forum|Forum|1 year ago
    I
    ImmortalNew Participant

    Option to Exclude "Ok" from CSAT Calculation or SurveySubmitted

    By default, there are five CSAT rating options: Amazing, Great, Ok, Bad, and Terrible. However, many users interpret "Ok" as a neutral response — neither good nor bad. In Intercom, this rating is currently treated as negative, which may skew overall CSAT results.It would be great to have an option to either exclude "Ok" from the CSAT calculation or remove it entirely from the survey, allowing customers to choose between four clearer options.

    1
    M
    Forum|Forum|1 year ago
    Z
    ZachBNew Participant

    Allow larger size for messenger chat window, similar to the help article sizing experience.Submitted

    I’ve heard the opinionated stance that the messenger size is what it’s intended to be. I believe this is short-sighted, and Intercom should allow more options on the size of that core messenger experience.When competing with other support applications on the end-user side, a larger window is needed for more complex conversations. (i.e. difficult network troubleshooting, endpoint configuration scripts, etc.) This is impacting our decision to adopt the product. Not every end user needing support is someone that needs simplified information. There are real cases where very long and complex conversations need to be conveyed in the messenger.For example, if I’m trying to deliver a long codeblock or script, this can be unreadable to the end user. Of course we know the default size of the messenger: However we know this can be larger, as demonstrated by how the help center articles show (much larger), heck - you even have the expand/collapse modal top-right   These sizings and resizing modals already exist, and should be made available to the core messenger experience. The existing sizings are too prescriptive; leave it up to your customer on how they want to deliver the best UX in messenger chats.

    6
    A
    Forum|Forum|1 year ago
    S
    Shani BNew Participant

    Sync Internal Confluence Articles Into Specific FoldersSubmitted

    We need a way to sync internal Confluence articles into folders to help Fin Copilot answer teammates’ questions based on their skillset or role, rather than just an all-in-one sync.Example:Role/skillset Tier 1 has access to synced Confluence article set ARole/skillset Tier 2 has access to synced Confluence article set A & BRole/skillet Tier 3 has access to synced Confluence article set A, B, & C

    0
    S
    Forum|Forum|1 year ago
    M
    Matt PearceNew Participant

    More Availability OptionsSubmitted

    We’ve noticed some issues regarding multichannel availability and would love to see some additional options or the ability to customize. These availability options would be nice, but ultimately I think the ability to customize based on our needs would be ideal: chats, phones, conversations, and like a callbacks option. 

    0
    M
    Forum|Forum|1 year ago
    L
    LennardNew Participant

    Checklist for Mobile SDKsSubmitted

    It would be great to also add the Checklists feature to the mobile SDK in order to link specific purchases or actions to the checklists that are currently only available on web.We could use these already in several cases, but are restricted/limited to websites.

    3
    B
    Forum|Forum|1 year ago
    I
    ImmortalNew Participant

    Ability to exclude words or word phrases in AI Inbox TranslationSubmitted

    There are words that shouldn’t and can’t be translated, like names of the products we sell. For example we have sentance: We recommend you plugin Engine https://i.imgur.com/SHkcOQY.png“Engine” can’t be translated, but when for example Spanish client communicates with us - he sees translated word https://i.imgur.com/fMNkjWM.pngAlso, for example we have widget called “Dynamic Field” https://i.imgur.com/akrqvjA.png and it gets translated https://i.imgur.com/6E6V4Vi.png It would be great if we can manually exclude such words, for example add slashes /Engine/ or something else.

    4
    Z
    Forum|Forum|1 year ago
    D
    Employee
    Darragh LubyEmployee

    Intercom Blog - Minor UI ImprovementSubmitted

    [removed]

    0
    D
    Employee
    Forum|Forum|1 year ago
    A
    Arthur Van DykeNew Participant

    Make guidance respect folders that we set up for SnippetsSubmitted

    We would like to create guidance the can reference specific folders that we have set up for snippets. For instance, “if a client is asking about forms, first ask them which type of form they are using. If they say they are using a X form, only respond based on snippets from the X folder and if they respond with Y form, only respond with snippets from Y folder.”Same idea as well with Knowledge content, if we could use Guidance to have it only source articles from a specific section (church management, Giving, apps, etc) that could really help.

    0
    A
    Forum|Forum|1 year ago
    A
    Aron LampinNew Participant

    Show messages newest on topSubmitted

    Can you add an option to the conversation messages to show newest on top instead of the current message showing newest at the bottom

    0
    A
    Forum|Forum|1 year ago
    A
    Ana HenryNew Participant

    Able to copy an articleSubmitted

    It will be very helpful to be able to copy an article as a starting point for a different article.

    2
    J
    Forum|Forum|1 year ago

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