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    3161 Ideas

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    Fabio SeminarioNew Participant

    Ability to configure the Summarize Conversation option in AI Compose featureSubmitted

    It would be nice if we could configure the Summarize Conversation option in the AI Compose feature.For example, what headings to include in the summary etc.Apologies if this is already a feature. Thank you!

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    Forum|Forum|1 year ago
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    Dennis StechNew Participant

    Feature Request: Enable Export of Date-Type Custom Conversation AttributesSubmitted

    Hi Intercom team 👋At the moment, date-type custom conversation attributes can be used when building workflows, but they are not available in the export section for conversation data. Only boolean versions of such attributes appear as options.This creates a limitation for reporting and analysis, especially when trying to filter by specific months or calculate time-based trends (e.g. “longer than 30 days”).Request: Please enable the export and filtering of date-type custom conversation attributes to support more flexible and insightful reporting.Thanks a lot! 🙏

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    Forum|Forum|1 year ago
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    Dennis StechNew Participant

    Feature Request: Track Original and Final Team Assignment for ConversationsSubmitted

    Hi Intercom team 👋We’d love to request a feature that allows tracking of the original team inbox a conversation was assigned to, in addition to the final team inbox it was reassigned to or closed under.Currently, the "Conversations reassigned" metric only shows where the conversation ended up, but not the original team it was routed through. This makes it difficult to analyze routing paths, understand handovers between teams, and evaluate inbox assignment efficiency over time.Request: Please enable tracking of both the initial and final team assignments for each conversation. This would help us: Analyze team routing patterns Identify bottlenecks in assignment processes Improve workload distribution and capacity planning Thanks for considering this! We'd be happy to be notified if this gets picked up 🙌

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    Forum|Forum|1 year ago
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    Emma SpencerNew Participant

    Export option for Knowledge ArticlesSubmitted

    I would love it if there was a way to export knowledge articles written in Intercom.As our knowledge base grows it becomes increasingly difficult to manage our articles in Intercom and we really need a way to manage these assets externally We are looking into how to use API to do this but it would be fantastic if this fundamental function was included in Intercom

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    Forum|Forum|1 year ago
    ChelseaRentPrep
    ChelseaRentPrepActive User

    Ability to change the customer facing display of a brand name.Submitted

    I noticed when creating a product tour, if you choose a sender it automatically includes the senders name with a “from <brand name>”. For internal purposes we want to keep the brand name as it stands but I wish we could change the customer facing name of the brand. All of our brands are similar so internally it helps to give them specific names but for customer facing we would like to keep it short and simple. 

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    ChelseaRentPrep
    Forum|Forum|1 year ago
    VIM
    VIMNew Participant

    Attribute Format: PercentageSubmitted

    Percentages are important as data format. While I know it’s possible to ask for users to limit their data as a number, decimal number or a list, it’s not the same as a percentage.I need to integrate with Intercom and connect with percentage values, I cannot risk a user error messing up the data transfer.There’s currently no way to limit the number ranges (1-10), realistically, the percentage is a 0 to 1 range.Please add the data the “percentage” to Attributes.

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    VIM
    Forum|Forum|1 year ago
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    User1968New Participant

    It would be great to be able to re-order custom attributes in the 'Details' box on a Contact page.Archived

    It would be great to be able to re-order custom attributes in the 'Details' box on a Contact page. At the moment the details attributes are listed in a random order. Being able to order and group them would be a huge win in terms of ease of use 👍

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    Forum|Forum|1 year ago
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    القاسمNew Participant

    Show queue position for end-user/visitorSubmitted

    We face an issue in which, a customer starts a chat and waits 2 minutes then leave’s the whole website to contact other support options ex: Whatsapp, Telegram etc,, If there was a “Show queue position” for the user, it would most likely fix the issue. Thank you in advance.

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

    Fin to be better to recognize Danish and NorwegianSubmitted

    We’re a SaaS platform based in Sweden with a large Nordic user base. To support our users better, we’ve enabled multilingual support in Fin. However, I’ve noticed that Fin often confuses Norwegian and Danish. In most cases, when a user writes in Norwegian, the response is generated in Danish.While speakers of Scandinavian languages (Swedish, Norwegian, and Danish) can generally understand each other, this mix-up leads to poor user experience. It would be a significant improvement if Fin could better distinguish between Norwegian and Danish. For now, I will have to disable one of the languages, likely the one with fewer users, to prevent confusion.

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    Daniel Rönnberg
    Forum|Forum|1 year ago
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    tgraysonNew Participant

    Allow for the definition of ticket metadata fieldsSubmitted

    Deleted, TICKET TYPES allows you to define custom attributes (metadata fields).

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    Forum|Forum|1 year ago
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    tgraysonNew Participant

    Allow internal team editable "pinned" note in a ticket.Submitted

    This is a feature in freshdesk that we are realizing is not part of intercom’s ticket management.   We have a need to provide an editable internal note in each intercom ticket that is the running summary of technical detail and effort for the issue being worked on.  It becomes problematic in technical issue management to have the details of the issue scattered in a message stream over a long period of time.Having a central “pinned” note that facts and details and decisions can be written to by the support and engineering team working on a ticket is essential to being able to have a coherent summary of whats going on, and will also greatly improve FIN’s understanding of what the actual issue is, what was identified as its cause, the plan of action to address it, and what follow up actions were taken to address the issue beyond just that ticket. PLEASE, pretty please, get this into the product.  If the pinning the note is not possible just making the note team editable would be great.User note will not handle this functionality. 

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    Forum|Forum|1 year ago
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    Employee
    SinesiphoEmployee

    Feature Request: Include All Outbound Messages in ReportsSubmitted

    I'd like to place a feature request.Right now, any outbound emails or chat messages that don’t get a reply aren’t showing up in the conversation reports. This applies whether they’re sent from the Helpdesk or the outbound page, and it makes it difficult to track all team activity.It would be really helpful if all outbound messages—whether they get a reply or not—could be included in both conversation reports and custom reports. That way, we can have full visibility over our outreach efforts and accurately report on team performance.It would also be great if the reporting could clearly distinguish between emails and chats, and include messages sent from both the Helpdesk and outbound page consistently.Thanks!

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    Employee
    Forum|Forum|1 year ago
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    Ate FokkingaNew Participant

    Deleted conversations/tickets should not appear in reportingSubmitted

    When onboarding with Intercom, we ended up using the defautl zendesk import, which misassigned a lot of companies and users. Later on we used the API to reimport Zendesk tickets, companies and users, however it turns out that ‘deleted’ tickets still appear in reporting.We’ve also had an issue where a product bug in our product caused several thousands emails to our support inbox. We also deleted these tickets. However this now means that we have to jump through hoops to get accurate reporting.By default any deleted conversation should not have an effect on reporting.  

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    Forum|Forum|1 year ago
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    Elena TavernaNew Participant

    Ability to delete attachments without removing the entire messageSubmitted

    We often receive sensitive documents from users via chat or email. Once we’ve reviewed the document, we send a confirmation to the user.We would love to have the ability to remove attachments from a message without deleting the entire message. This would allow us to protect sensitive data while keeping the context of the original user message intact. That way, users can still see what they wrote, and we can maintain a complete and transparent conversation history.Currently, the only option is to delete the full message, which is not always ideal — especially when we want to retain the user’s message for reference or follow-up.

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    Forum|Forum|1 year ago
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    Shane WaNew Participant

    Custom Report Metric: Time from Last Message to CloseSubmitted

    Currently we have, in custom reports, the ability to pull the time from first message to close. This is great for checking average handle time. Can we get a time from last message to close? This allows us to see the average time it’s taking someone to close a ticket from the last message.  

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    Forum|Forum|1 year ago
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    Nikolaj KindbergNew Participant

    Linking multiple Back Office tickets to each otherSubmitted

    We are multiple teams who need to collaborate bilaterally. So we need to be able to link multiple tickets together, so we are able to see all the cross-team tickets. Specifically, we want to be able to create linked “tasks” (Back Office ticket) to different teams, who can then create linked “tasks” to other teams. Then all teams are able to easily find the whole context. We are currently using Microsoft Outlook for this internal communication and delegation. Adding this feature would allow us to move on from Outlook groups and instead handle internal task management directly in Intercom.

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    Forum|Forum|1 year ago
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    Jainam ShahNew Participant

    Allow embedding videos with start timestampSubmitted

    The help center allows you to embed YouTube videos however, it does not consider the added timestamp and the video always starts from 00:00.Feature Request: Embedding a YouTube video that starts at a particular timestamp should be enabled. Use case: We have long videos that explain features however, the help documents are divided into separate sub-pages for ease of consumption. So want to use the same video starting at the respective timestamp on each sub-feature page.

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    Forum|Forum|1 year ago
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    Jennifer BedardActive User

    Audience Filters at the Help Center LevelSubmitted

    It would be helpful to allow audience filtering at the help center and collection levels rather than just the article level. This is useful as there are often many articles within a collection/help center that ought to follow the same audience rules, but it can be frustrating to have to remember to set filters at each individual article level. 

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    Forum|Forum|1 year ago
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    erikcochranNew Participant

    Intelligent Multi-Calendar Booking and SharingSubmitted

    Enhance Intercom’s scheduling capabilities by enabling a combined availability interface that dynamically aggregates open time slots across multiple connected calendars (e.g., regional sales reps, product experts, or technical support team members) and presents customers with a unified, seamless booking experience—directly within chat.The system should leverage real-time calendar synchronization and intelligently: Display only time slots where all selected participants are available Support custom durations and meeting types (e.g., demos, escalations, technical consults) Allow internal users to select participants on the fly during chat Prevent double-booking, honor buffer times, and handle time zone adjustments automatically Use Case Options:1. On-Demand Multi-Rep Scheduling via Chat Agent selects the required attendees (e.g., Jane from Sales and Joe from Support) Intercom presents a combined calendar view to the customer Customer chooses a date → sees available times → books instantly 2. Preconfigured Shared Booking Links Admin or team lead sets up shared booking links (e.g., /jane-joe-30min) Link routes to a calendar interface showing only times where both are available Perfect for use in emails, automated flows, or outbound sequences Why It Matters:In complex sales and support environments—especially for job-specific or high-value requests—more than one team member often needs to be present. The current process typically requires back-and-forth coordination that introduces delays, drop-offs, or missed opportunities.This feature would: Eliminate scheduling friction for the customer Increase speed-to-meeting and reduce abandoned inquiries Help high-value leads transition smoothly from AI/chat to live consults Drive efficiency for teams managing territory-based or specialist workflows Competitive Context:Solutions like Drift and Chili Piper already offer intelligent calendar pooling and round-robin logic. Adding this capability to Intercom would enable teams to handle collaborative bookings without requiring external scheduling tools—keeping the full customer journey inside the Intercom ecosystem.

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    Forum|Forum|1 year ago
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    Kevin WaltersNew Participant

    user data "workflow function"Submitted

    It would be beneficial to implement a "workflow function" that refreshes user data before proceeding to the next step. This ensures that subsequent workflows—or Fin—leverage the most up-to-date information, which could influence the flow or audience responses.

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    Forum|Forum|1 year ago
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    Daniel TNew Participant

    Allow customers to right-click/minimize the Finbot from their screen.Submitted

    Many customer asking how to minimize the Finbot, because it takes up too much space on their screens, either mobile or website version.  

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    Forum|Forum|1 year ago
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    Elisa Lo IaconoNew Participant

    Surveys - Star Rating scale Question - Stars not visible and not meeting accessibility standardsSubmitted

    Hi Intercom Team, I noticed that the stars within your surveys are quite faint and barely visible on PC screen (see first screenshot below). While they meet accessibility standards on mobile (second screenshot below), they are challenging to see on PC screens before clicking on them. It would greatly improve usability (and accessibility) if the stars were made darker for better visibility across all devices. Thank you! 

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    Forum|Forum|1 year ago
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    JundyNew Participant

    Suggestions for Managing Multilingual Help Center ContentSubmitted

    Hi everyone,We’re currently managing our Help Center content in at least 10 different languages, and translating articles manually has become a very time-consuming process. Each article includes formatting, images, and hyperlinks, which makes maintaining consistency even more challenging.Every time we need to update something, we have to go through each language version manually. This makes it difficult to keep everything aligned—especially when the original article is not in English. Formatting often breaks or gets missed during translations, which adds to the workload.Does anyone have any suggestions or best practices for managing multilingual Help Center content more efficiently? Are there any tools or features you’re using to streamline translation and updates, especially for rich content like formatting, images, and links?Thanks in advance for your help!

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    Forum|Forum|1 year ago
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    CloryNew Participant

    Linear app for Tracker TicketsSubmitted

    We’d like the ability to link Linear tickets to tracker tickets just as we’re able to do with other ticket types and conversations. We use Linear, but I imagine this feature request is relevant to any other available app integration related to tracking 

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    Forum|Forum|1 year ago
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    Arthur Van DykeNew Participant

    Recurring post that will send for a specific timeframeSubmitted

    We need to send posts to users at certain times of year, each year. Currently, the recurring feature only allows for it to send on a certain day, so it just catches the people that log in that day. We need it to run longer than one day but don’t want to duplicate the post and make a recurring post for all 30 days in a month for instance. Would like a way to say, this post will recur each year between 12-9-25 to 12-20-25 OR this post will recur each year on 12/9/25 and keep sending until each user has seen the post. Something along those lines. Attached are the rules we have and the way this works is that it ONLY sends on that exact date. 

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    Forum|Forum|1 year ago

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