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    KhrystynaNew Participant

    Default audience targeting rule settings for articlesSubmitted

    We set the audience targeting rules to make our help center private (so limited to logged-in users), and we have certain tag-based restrictions on its different sections. It means that we have to have all the setup manually configured each time we have a new article. The restriction to access for Users is so easy to miss. It’s a real frustration for us, and we would prefer there was some kind of a setting to say what the default configuration for articles in this help center is so every article is limited to Users only from the start. 

    1
    1 year ago
    Tess BNew Participant

    Send Survey results to slackSubmitted

    We just switched from Delighted to Intercom for NPS Surveys. We are also using Surveys to collect general product feedback. There is no way to send survey results to slack (either with the Intercom/Slack app or through 3rd party tools like Zapier. It is annoying to manually screenshot survey results and add them to Slack every day. 

    2
    1 year ago
    ChelseaNew Participant

    Allow signature customization for different teams without using BrandsSubmitted

    The Brands feature is overly complex (and in some ways limited) for workspaces/organizations that simply want different email signatures for different teams.Allow email signatures to be customized by team with settings at the team level. Allow a team’s signature to override the default workspace signature if a team signature is set up.Team signatures should apply anytime a conversation is assigned to a specific team with a signature set up.There should also be a setting that can be flipped to allow the team signature to override a brand signature, or be overridden if the message meets the criteria for a brand.Alternatively, or in addition to this update, Intercom should add support for Brands in workflows. Currently you can’t easily create a workflow that sets a conversation’s brand based on the team it is assigned to. You can assign a team based on a brand, but you cannot assign a brand based on team assignment.It’s also not possible to update a brand using macros. The option for Brand shows up as a data point you can set, but if you select a non-default brand, the action becomes invalid.We’re now using Data Connectors to set brands through workflows.

    0
    1 year ago
    Ben CNew Participant

    Shortcut to public articlesSubmitted

    It’s so much more convoluted to get to a simple list of our help centre articles now that they’re both bundled in with all knowledge, and now the type selector has been removed.Multiple recent changes have made it more and more clicks to get to a list of public articles within the platform. You now need to:Go to ‘Knowledge’ Click to add a filter Select Type Select public article THEN search for the article you’re afterYou used to be able to go from 1. to 5. and it’s really not a great UX at the moment. 

    0
    1 year ago
    Corrie Mosley-O'DonnellNew Participant

    Improve email warning system accuracy to reduce false positives for legitimate routing configurationsSubmitted

    The current red exclamation mark warning system triggers consistently on legitimate emails due to routing configurations, reducing its effectiveness as a security indicator. When warnings appear universally across all conversations from certain domains or forwarding setups, they lose their ability to highlight genuinely suspicious activity.The system currently applies blanket risk assessments without distinguishing between legitimate routing patterns and actual security concerns. This creates "warning fatigue" where users become desensitized to alerts, potentially missing real threats.Proposed improvement: Enhance the warning algorithm to better differentiate between legitimate email configurations and actual security risks, reducing false positives while maintaining protection against bad actors. 

    0
    1 year ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Forward emails in side conversationSubmitted

    We offer a platform for collecting and reporting ESG data. Sometimes, we get questions from users reporting data that we need to check with users collecting data (i.e. our customers). Instead of forwarding the email and creating a separate conversation, it’d be very neat if one could forward an email and create a side conversation out of it. That way, we would have related threads in one single place.

    0
    Daniel Rönnberg
    1 year ago
    Heather MartinNew Participant

    Hide chat bubbleSubmitted

    Customers would like to completely hide chat bubble so it isn’t a distraction to their work. Additionally, they would like to be able to totally clear out/delete a announcement messages.

    0
    1 year ago
    Macall GardnerNew Participant

    Phone Feature: Automated Phone to Ticket WorkflowsSubmitted

    The ability to utilize the Automated Workflow features in Intercom for the Phone Channel. Using the “Convert to ticket” button in phone interaction does not allow that interaction to be recognized in ticket workflows.  (Intercom internal team indicated this was a feature request - submitting here) Business case why this would help - keeping the transcript and recording with the ticket will improve the service experience and also not require the team to create duplicate tickets separate from a phone interaction. 

    2
    1 year ago
    Andrew KendallNew Participant

    View all participants in Email ThreadingSubmitted

    Ahoy everyone!It’d be great to have the option to view CC’d addresses in an email thread instead of only having the “To” field visible. Our crew deals with time-sensitive conversations which require confirmation that a user’s response to our outreach includes all participants, but some major email platforms will automatically migrate participants other than the sender to the “CC” field regardless of initial positioning. As an example, a reply sent from Gmail will only allow one address in the “To” field, while a reply sent from Yahoo respects user input and allows multiple addresses in the “To” field. Our crew currently has to check the raw email data for every conversation and compare it against the participants listed in the right-hand sidebar of the threaded conversation due to these inconsistencies, which results in increased handling time and more potential for error. Adding the CC field into Intercom’s email display would be huge help!

    0
    1 year ago
    Sonal Raval
    Sonal RavalActive User

    Support Multi-Column TablesSubmitted

    We are having a hard time having Fin AI Agent being able to read and answer questions based on multi-column tables. It seems like this would be a pretty easy thing for an AI to manage understanding. 

    0
    Sonal Raval
    1 year ago
    sabine.prewave
    sabine.prewaveNew Participant

    Knowledge & Help Center: Search bar > keyword stickinessSubmitted

    When searching a term within the Help Center, I would like the possibility for that word to stay in the search bar even when I access a suggested article. It gives me more context of what I’ve been looking for and would also be relevant for search history.

    0
    sabine.prewave
    1 year ago
    sabine.prewave
    sabine.prewaveNew Participant

    Knowledge & Help Center: Search bar > Search historySubmitted

    When using the search bar within the Help Center functionality, I would like to be able to see my search history below the search bar when entering a new query. That would make it possible for em to see what I searched before and go back to previous content.

    0
    sabine.prewave
    1 year ago
    Andrii Fedyk
    Andrii FedykActive User

    Add reply_options to "quick_reply" admin repliesSubmitted

    Hello,With the introduction of the FIN support for webhooks (https://community.intercom.com/ideas/add-fin-replies-to-conversation-webhooks-7784), businesses can use workflows to speed up the work.When FIN/Workflow replies with a comment which includes quick reply buttons, the two “conversation.admin.replied” webhooks are sent. One with the conversation part with type `conversation_part` and the second with part_type: `quick_reply`. Here is how the message with quick reply buttons looks in Intercom:The FIN message with two quick reply buttons sent by reusable workflow  Unfortunately, The webhook with part_type: `quick_reply` does not include information about the buttons:Webhook payload for part_type: `quick_reply`  As many 3rd-party chat platforms have support for quick reply buttons (including Telegram), it’d be nice to include the information about buttons to the quick_reply webhooks.In the Intercom documentation, there is a parameter `reply_options`. Perhaps, there is an issue in the code that prevents having `reply_options` in the webhook:REST API docs https://developers.intercom.com/docs/references/rest-api/api.intercom.io/models/admin_reply_ticket_request Also, to have a complete set of tools to incorporate quick reply, it is essential to have an endpoint that allows “click” on a quick action. For example, an additional parameter in the reply endpoint:curl example 

    5
    Andrii Fedyk
    1 year ago
    ChelseaNew Participant

    Trigger reusable workflows from macrosSubmitted

    Make it possible to trigger a reusable workflow from a macro, similar to how we can trigger a Data Connector from a macro.This would allow us to tack on logic for post-message actions without agents needing to remember policy.For example, if after sending a message agents should escalate to Team 1 versus Team 2 depending on their segment, a reusable workflow could check which segment the customer is in and assign to the right team or owner after the message is sent.This would also allow for more targeted automation when you don’t want something to have a widespread effect like background workflows do. For example, high value customers often need support that is easily handled by a tier 1 team, but at some point in the conversation they may need to be passed to tier 2+ support. An escalation macro that includes a response and a simple reusable workflow determining which tier to escalate to based on segment takes one more decision off the tier 1 team’s plate. Reusable workflows from macros would also allow multiple actions to be contained in the workflow rather than taking up space in the composer.

    0
    1 year ago
    Candyce
    CandyceNew Participant

    Statuses with Custom Notification MutingSubmitted

    It would be really nice if there were an option to mute notifications temporarily that was a lot more accessible on the main page, rather than digging through the settings. I suggest having the option in status like how Slack does because it is a lot easier to remember since Intercom already displays it so well when you are on away mode or away and reassigning. Where as currently muting notifications through the settings, you won’t remember they were muted until you missed a few conversations and your boss is mad at you! lol.An example of where our team would find this extremely useful is for the teammates who only cover support when support agents are out of office, but use Intercom daily for internal purposes. It would be nice for them to set their selves as a custom away status like “Not Covering Support” and that status be set to mute all notifications- or custom notifications. Then when they are covering, they just easily make themselves active!

    0
    Candyce
    1 year ago
    Vicky LabergeNew Participant

    Création d'un attribut crée par un membre de l'équipeSubmitted

    Bonjour, ma demande/ suggestion est d’ajouter un attribut pour les rapports : Ticket Back office. Pour notre équipe, il serait pertinent d’avoir cette données, car ceci nous permettrait d’améliorer nos processus internes. Merci

    0
    1 year ago
    Pamela Van Gasse
    Pamela Van GasseActive User

    Email notification for P1 ticketsSubmitted

    When our customers report P1 tickets (production down), an escalation should be done internally.Typically these tickets are escalated to the management team via email or SMS.It would be good to be able to send emails from within a workflow to inform management teams.

    0
    Pamela Van Gasse
    1 year ago
    Bryony HaleNew Participant

    Singular Source of Truth for all information/processesSubmitted

    We would like a singular point within the knowledge base on intercom, where all of our information/data/knowledge/processes are kept in one place. This would include; public articles, snippets, guidance, workflows and tasks, query types/tags all broken down for the information, by customer issues and enquiries.We would like to, for example, have this listed by the query type, where any information lives related to the topic as well as how we would handle it and how Fin/our workflows would handle it. We want this to be in one place so that we can spot duplicates and gaps and have information updated on a master document without having to duplicate the work or update multiple sources.

    0
    1 year ago
    Sinem SutluogluNew Participant

    Bulk User Selection and Deletion in Contacts PageSubmitted

    Currently, in the Intercom Contacts page, I need to select and delete inactive users one by one. This process is very time-consuming and inefficient for our operations.For a more user-friendly experience, it would be extremely helpful to have the option to select and delete multiple users at once directly in the same page. This feature would significantly reduce manual work, save time, and streamline contact management for teams handling large user lists.

    0
    1 year ago
    Rebecca LuttigNew Participant

    When selecting tags in reporting, do not scroll back up to the top of the tag listSubmitted

    When selecting multiple tags to filter from in Intercom Reports, every time you select one tag, the list automatically scrolls back up to the top. This is incredibly annoying as I then have to scroll BACK down over and over again, wasting time. This seems almost like a UX error due to how frustrating an experience it is. 

    0
    1 year ago
    Abigail GurrNew Participant

    Trigger a reusable workflow via the APISubmitted

    It would be great if we could trigger a reusable workflow via the API.This initially came from a desire to change a ticket status via a macro, which also is not currently possible (I’ve upvoted that on the product wishlist!). I thought a workaround could be setting up a data connector and using that to connect to Intercom’s API and triggering the workflow that way, however it’s not possible to trigger a reusable workflow via the API so that won’t work either.This would be a helpful feature for those of us that use some external automation tools (n8n, Zapier etc.) externally to Intercom so that we can build the workflow in Intercom and trigger it from the external tool, rather than having to build the entire trigger and workflow in the external tool.

    0
    1 year ago
    Abdullah Ali AlshehriNew Participant

    Intercom Ticketing system enhancementsSubmitted

      Implementing conditional logic for messenger ticket-types: The "Refund" ticket type is restricted to users with the "Owners" user type. The "Feature Request" ticket type remains available to all users. Enhancing ticketing system customizability: New rules to be configured, such as limiting customers to raising only one "Refund" ticket, and up to 3 “Feature requests” ticket. Enabling in-workflow ticket attribute management: Ticket attributes cannot be modified directly within the Workflow Builder, we’re using custom API calls for each change.

    0
    1 year ago
    Ania KaterinaNew Participant

    Add Text-to-Speech (TTS) to FAQ, or Allow Integration with Our AI Assistant (Fundee)Submitted

    At FundedNext, we rely heavily on Intercom to power our Help Center and FAQs. Many of our articles are long and detailed, which is necessary for compliance and clarity. However, modern clients often don’t enjoy reading through large blocks of text, and as a result, some skip important information. This not only reduces the effectiveness of our knowledge base but also increases repeat queries to our support team.Why We Need TTS in IntercomWe strongly believe a Text-to-Speech (TTS) button on Intercom Articles would significantly improve the client experience. With one click, clients could listen to an FAQ or policy being read aloud in a clear, natural voice — instead of having to read it.Benefits: Accessibility – Makes our Help Center more inclusive for users with visual impairments or reading difficulties. Convenience – Traders can listen while multitasking (commuting, trading, or during daily tasks). Engagement – Clients are more likely to consume full content when listening instead of skimming. Support Efficiency – Fewer repetitive queries, since clients will fully understand rules and processes. Competitive Edge – Platforms like Babypips already offer this; Intercom adding it would show innovation and user-first design. Why This Matters to FundedNext Improves customer satisfaction (CSAT/NPS) by making FAQs easier to digest. Reduces support workload by ensuring clients get the full picture without missing details. Strengthens our brand image, since clients will see FundedNext (and Intercom) as forward-thinking and accessible. Alternative Option: Integration with FundeeAt FundedNext, we already have Fundee, our in-house AI voice assistant. If a native TTS feature is not possible in the short term, we’d love for Intercom to allow integration of external assistants like Fundee directly into the Help Center. That way, users could either: Click a TTS button to listen to FAQs, or Interact with Fundee for voice-based answers and follow-up questions.   Fundee  Call to ActionWe request Intercom to: Add a native Text-to-Speech button for Articles/FAQs, OR Provide integration options for AI assistants like Fundee to connect with the Help Center. This would greatly improve accessibility, client satisfaction, and overall efficiency for FundedNext — and for many other Intercom clients with similar needs.

    0
    1 year ago
    SignaturesNew Participant

    Let Users Vote on Top Feature RequestsSubmitted

    It would be great if you could push a survey to all Intercom users, allowing them to vote on the most requested features, rather than leaving them buried in the community forum. I see many essential feature requests that most users would consider must-haves, yet they’ve been overlooked for months or even years.Please have a dedicated team review these ideas and launch a survey with a simple yes/no voting option to gauge how essential each request is. This approach would help you run faster experiments, set clearer priorities, and respond more effectively to customer needs.Don’t let valuable ideas sit untouched for years, it slows progress and leaves you behind competitors. Many users don’t even realize this community exists, and we ourselves only just discovered it after being loyal customers for many years. You need to act faster. Empower users to shape Intercom’s future.

    0
    1 year ago
    SignaturesNew Participant

    Add a small copy order number button next to the Shopify order numberSubmitted

    It would be great to have a copy order number button next to the Shopify order number, making it quick and easy to copy the order number when needed. A small icon would work perfectly for this

    0
    1 year ago
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