Product Wishlist | Community
Skip to main content

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...

    Idea Pipeline

    Filter by idea status

    Browse by category

    3161 Ideas

    Henrik R
    Henrik RActive User

    Improve messenger experienceSubmitted

    I’d like to share some feedback regarding the current user experience of the Messenger widget – both from our customers and from my own experience when interacting with your support team.1. Lack of clear message titles in conversationsOne of the most frequent complaints we receive is the difficulty in identifying which conversation is related to a specific topic. The absence of descriptive titles or labels on messages makes it hard to navigate and manage multiple threads, especially when several support issues are being handled simultaneously. Adding clearer visual cues or customizable conversation titles would be a big step forward in terms of usability.2. Disruptive behavior when new messages arriveSome of our users have also expressed frustration with the widget automatically popping up every time we or FIN send a reply. Many of them work actively in their admin interface, and this behavior interrupts their workflow. We’d appreciate the ability to customize the widget so that only a non-intrusive notification is shown, rather than the full widget opening automatically with each new message. Or is it already something we can do?These improvements would really help create a smoother and less disruptive support experience for both our team and our end users.Thanks for considering this feedback – we’re looking forward to seeing what’s next.

    2
    Henrik R
    Forum|Forum|1 year ago
    K
    Kaylee MacKoolNew Participant

    Include Fin's responses when automatically assigning TopicsSubmitted

    When the “Participant is Teammate” option is selected for a conversation Topic, the text and content of Fin’s answers should be included when looking for keywords and assigning topics.We use Fin on a majority of our cases, and typically include teammate responses as part of topic identification. This means that at the moment, not including Fin as a teammate means topic identification does not work properly for a majority of cases.Users will often make spelling mistakes or use a very large variety of non-standard words and phrases, which do not get picked up by the Topic assignment ML algorithms. However, Fin can use context to understand the customer’s message, then identify and restate the topic in a way that is standard with our help center content, which would then be caught by topic tagging. This is currently a large gap that is pushing us to look for topic identification/AI categorization tools outside of Intercom, instead of being able to use the readily available tools we’re already paying for.

    0
    K
    Forum|Forum|1 year ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Organize webpages in a shared folder in KnowledgeSubmitted

    When adding individual webpages as knowledge sources (e.g. "About us", "Schedule a demo", etc.), each webpage is automatically placed in its own dedicated folder within the Knowledge base. Since we often add only a single page from each URL, these folders end up containing just one item each, creating unnecessary fragmentation in the content structure (see screenshot).It would be great if we had the ability to group multiple webpages from the same website into a single custom folder, such as “Website content”. If multiple pages are imported from the same site, allow those to be organized within subfolders inside the main folder. This change would improve content organization and clarity and allow for easier navigation and management in the Knowledge base. 

    3
    Nathan Sudds
    Forum|Forum|1 year ago
    B
    Bryan SchoenmakerNew Participant

    Ability to multi-select attachments in a tracker ticketSubmitted

    Our tracker tickets use a field for attachments. Our team members can upload files, images or screen recordings that complement the tracker ticket.  It is not possible to multi-select multiple files. Instead, you have to upload each file one by one. Since multi-select is possible in other areas of Intercom, we would like to see this feature be expanded on the attachment field of tracker tickets. 

    0
    B
    Forum|Forum|1 year ago
    Y
    Yair ZirulnikNew Participant

    Filter search by ticket type (and other search bar improvements)Submitted

    We are using tracker tickets to track feature requests. And BO tickets for all issues that need to be escalated. The issue is, if we were to want to search and read all conversations for each ticket type, we cant do so from the search function, so we have a harder time accessing our information from there. Additionally, intuitively one would expect to be able to search and sort inside of views: we are categorizing things by ticket type and sending them to views, but can’t search for specific things inside of these “folders”, lets say, again making our insights harder to access. And the same thing relates to tracker tickets: Tracker tickets have many conversations in them, which may have different tags or topics in them (in our case we use them for repeated issues/feature requests), so we need to search based on these differences inside of the tracker itself. To sum, every combination of conversations and tickets in a specific place should have the possibility of searching, sorting and filtering.

    2
    B
    Forum|Forum|1 year ago
    K
    kyleNew Participant

    A new intercom for all of usSubmitted

     what if intercom made an intercom group for newbies to join to learn how to use intercom like bots pretend to be users experienceing some conversations with pre added questions and informations then they get connected to the agent and then people like me or others in the group of newbies can answer for the botsI also think it would be beneficial for us to use a community form discourse.org because they provided a lot of resources 

    0
    K
    Forum|Forum|1 year ago
    J
    Josh DowdyConnector

    Jira integration allow file attachmentSubmitted

    When you are using custom automation it would be really nice to allow attachments and screenshots to be allowed as right now my team has to leave Intercom and upload screenshots or attachments to jira and almost is a waste of time to even use the integration workflow. 

    0
    J
    Forum|Forum|1 year ago
    M
    Micah EdingtonNew Participant

    Brand an Inbox with a phone number instead of soley branding with an emailSubmitted

    Please provide the ability to Brand an Inbox with a phone number instead of soley branding with an email. My company needs this for reporting purposes. Currently the messenger app seems to be assigning the brand on phone calls and we have multiple brands, the phone is not on the same brand as the messenger and since theirs no email associated with the messenger I can not style it for our phone line. 

    0
    M
    Forum|Forum|1 year ago
    S
    Sharon TieuNew Participant

    Article Relevancy Through Tags OnlySubmitted

    It would be great to have the option to use tags for relevant articles.Intercom has a machine learning model that helps create relevancy for articles. For our company, we have multiple products which will have very similar titles. Unfortunately, this will create issues where the learning model may be recommending certain articles that aren’t exactly related. Tagging may be taken to account by the learning model, however, it would be great to have an option to determine article relevancy strictly with tags (e.g. surfacing only Product A-tagged articles when viewing a Product A-related article)

    0
    S
    Forum|Forum|1 year ago
    M
    Manjie TornoNew Participant

    Recent Conversations viewSubmitted

    When viewing recent conversations it’s better to show the ticket numbers or ubject, status and ticket age. The current view requires the agent to open another window instead of the just the sneak peak of recent tickets submitted. Adding this feature could easily identify if customer submitted multiple tickets with the same inquiry 

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

    Group Filters in ReportingSubmitted

    Please I am begging you to add group filters to reporting. Sometimes I want to look in one chart conversations where it’s assigned to a specific team and (fin AI agent is involved OR a team member replied). We have a lot of conversations that come into Intercom and I can’t broadly report on just all new conversations so I need a way to filter by conversations that Fin was involved (since this is only available to customers) and where a team member was involved. Right now I need to build two charts and than manually add these two together. Group filters are crucial!!!

    1
    M
    Forum|Forum|1 year ago
    S
    Siem LohuisNew Participant

    Create snippet using APISubmitted

    It should be possible to create knowledge snippets using the API. AppetiteCurrently there is no knowledge type that can:Be used by Fin. Be made using the API. Not be read publicly.Problem with current solutionsInternal article: doesn't cover point 1Snippet: doesn't cover point 2Public article: doesn't cover point 3

    0
    S
    Forum|Forum|1 year ago
    A
    Alexandra DannaNew Participant

    Open up links in a new tabSubmitted

    We use the Zendesk integration to sync articles as this was advised by Intercom as a better solution than syncing from a webpage. By switching to this type of sync, we’ve experienced two undesirable outcomes:Articles open within the messenger. We’d prefer to have articles open in a separate tab. The formatting of the articles is modified in a way that makes the articles less reader-friendly and less aesthetically pleasing. Idea: It would be great if we could choose to have article open in a new tab instead of within the Messenger so that we can maintain our formatting and have more control over the customer experience.

    0
    A
    Forum|Forum|1 year ago
    S
    Sara BodellNew Participant

    Feedback on Expandable Sections in Help Center ArticlesSubmitted

     Hi Intercom Team,I wanted to share a couple of small but impactful usability issues I've encountered when editing articles that use expandable sections: Heading Format Reset: When pasting content into an expandable section, it automatically converts the pasted text into an H2 heading, regardless of the original format. This forces me to manually reset each section to the appropriate heading type every time, which slows down the editing process. Sections Auto-Expanding on Edit: After saving an article and then clicking "Edit" again, all expandable sections reopen by default. For articles with many sections, this makes it difficult to quickly pick up where I left off. It would be a huge time-saver if previously collapsed sections remained collapsed or if the editor could remember the scroll position and state of the sections. These are minor adjustments, but resolving them would really streamline the workflow and improve editing efficiency.

    0
    S
    Forum|Forum|1 year ago
    B
    Brendan PooleNew Participant

    Ability To Delete/Edit Company and People AttributesSubmitted

    It would be great if we could edit or delete company and people attributes. In cases where you incorrectly used an attribute name on a people attribute you meant to use on a company attribute that would help a bunch! If you create one incorrectly in one place (people attributes) you cannot recreate it under company attributes.   

    1
    VIM
    Forum|Forum|1 year ago
    J
    Jason SchleifNew Participant

    Keep Voicemails as part of phone workflows and do not treat them as conversationsSubmitted

    We have a team that will rotate between phone calls and chats. Everyone is part of the phone inbox but they switch themselves to conversations only when they are not scheduled to be part of the phone calls. We have found that if all agents on the phones are not available, the VM will then route to anyone on the team even if they are not set to accept phone calls as it seems VMs are treated more like a conversation.We would like it, and it would seem to make sense, that a VM stays only with those agents that are on the phones and continues to deliver to those agents when they do become available rather than go to someone who should be dealing strictly with chats

    0
    J
    Forum|Forum|1 year ago
    J
    Jolie KreschNew Participant

    Configure "Get more help" with custom phraseSubmitted

    Currently, “If you chose not to set expectations for human support, the button will say "Get more help" regardless of the options selected above.”However, we would like to be able to customize the copy here to instead say something of our choosing like, “Open a support ticket.”

    0
    J
    Forum|Forum|1 year ago
    Y
    Yifan DongNew Participant

    Improvement to KnowledgeSubmitted

    When you have an article open, I would like the browser tab of the article to display the title of the article you’re editing. This would make editing multiple articles at the same time easier, so you can see what each tab’s article is about.

    0
    Y
    Forum|Forum|1 year ago
    V
    Valerio ChangNew Participant

    Show the ticket state fully - showing only "Waiting on..." is not clearSubmitted

    Can the "Ticket state" on the "Ticket portal" be widened to show the status fully?Currently users can only see the red "Waiting on..." without seeing the crucial information of who it's waiting on.Ideally it would fully show “Waiting on customer” or “Waiting on you”.  

    0
    V
    Forum|Forum|1 year ago
    E
    Evelien FostierNew Participant

    Labels for ticketsSubmitted

    Hi team,  The support team I work for handles a lot of tickets about various topics. It would be so handy if we could label tickets with either color or symbols. So everyone can see/ have an indication about what the ticket is about. This would save us a lot of time, because otherwise everyone has to read the tickets. With the labels we could also work with an urgency system. Thank you! 

    0
    E
    Forum|Forum|1 year ago
    A
    Alexandr KalikaNew Participant

    Language Support Request for AI Autotranslation Flow in Multilingual Workflows [Beta]Submitted

    Hi Intercom Team,We’d like to request support for the following additional languages in the AI autotranslation flow within the Multilingual Workflows [Beta] feature: ak-GH (Akan) – Native language for over 43% of Ghana's population. bem-ZM (Bemba) – Spoken natively by approximately 33.4% of Zambia’s population. yo-NG and ha-NG (Yoruba and Hausa) – Together, these represent over 50% of native speakers in Nigeria. so-SO (Somali) – The native language of Somaliland (~98% speakers). ky-KGZ (Kyrgyz) – The official language of Kyrgyzstan, spoken by at least half of the population. zu-ZA (Zulu) – One of the most widely spoken languages in South Africa. Adding support for these languages would significantly enhance our ability to provide inclusive and effective customer support across key regions.Looking forward to your feedback!Best regards,Alex from Swoo

    0
    A
    Forum|Forum|1 year ago
    P
    Peter LudwigNew Participant

    Suggestions on making a new branchSubmitted

    While I am setting workflows, I found there is no branch that can tell if a conversation is linked to a ticket. Since not only customer-tickets is used, I think it would be helpful too add such condition in the branch. So we could set more automation for different conversations. 🙏

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

    Exporting Errors for Importing CSVSubmitted

    When importing users/leads via CSV for tagging, if the import has more than 10 errors, we're unable to view the specific rows that caused those errors. This limits the ability to quickly identify and fix issues in bulk.It would be better if we could export the rows that failed during import, ideally in a CSV format with error details per row. We could then:Review exactly which users/data rows failed and why. Correct the issues in the exported file, or add more data for more accurate mapping.  Re-import the corrected file to complete the process.

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

    Teammate AliasIn Beta

    Hello there,In many other Customer Service and CRM tools, team members can set aliases to avoid using their real names, but internally have their original names for tracking purposes. This would especially be beneficial for outgoing emails, too, as currently you’re only able to use either the intercom-mail or the mail-address you needed to sign up with.It would be great to have such an option at Intercoms “Help Desk” (Inbox) too, so that we can offer more privacy to team members but not have to keep tracking of the aliases in another space.

    9
    L
    Forum|Forum|1 year ago
    Z
    Zeek BurnhamNew Participant

    Merge tags as you merge conversationsSubmitted

    I would it if you merge a conversation the tags that have been tagged on one conversation get tagged to all conversations 

    0
    Z
    Forum|Forum|1 year ago

    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
    Terms & ConditionsAccessibility statement