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    3161 Ideas

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    Paige MulliganNew Participant

    Articles: Support adding images and callouts in numbered listsSubmitted

    We want to be able to add an image or callout in between numbered steps without breaking the list. Right now when I do this in an article, it restarts the list at 1 after the image or callout. This is disappointing as it’s forcing us to to static lists and manually number each step, or take the helpful image/callout out of the steps and lose their value. It’s also important that we use numbered steps over bulleted lists so readers can tell if they’ve skipped a step or not. 

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    Forum|Forum|1 year ago
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    KaydeNew Participant

    Away in Individual Inboxes while available in othersSubmitted

    In this context, emails refer to any conversation we treat as asynchronous, and chat refers to messages we’re expected to handle live. All messages for our team come through the same messenger, but split into different inboxes so we can manage the priority, etc.We used to utilize automatic assignment of emails to ensure that the workload is fairly distributed.The problem is that if an agent is "available", they'll be getting chats all the time, even though they are NOT supposed to receive chats. This means they have to stay away and manually grab emails, which defeats the purpose of automatic assignments of emails.I would like a way to be “Away” in one Inbox at a time. This could be useful for anyone that works across multiple teams (like someone that works both billing and risk), splits their time and needs to split the work as well. (According to both Fin and the forum, this isn’t an option currently)

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    Forum|Forum|1 year ago
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    Mary DietzNew Participant

    Consolidate conversation tagsSubmitted

    Consolidate conversation tags. Ex. if there are 5 tags used by the same team, merging the 5 into 1 conversation tag. Currently method of deleting tags ensures all reporting data related to the conversation tag is gone, rather than stored under a new tag.

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    Forum|Forum|1 year ago
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    MichelleNew Participant

    More Configuration and Style Capabilities for Help CenterSubmitted

    We’re currently working to make our support subfolder on web feel more visually aligned with our main domain, both to create a smoother user experience and to better support our acquisition and retention goals. As part of that effort, we’d love to see more flexibility and control over the layout, styling, and conversion elements. Below are a few feature requests that would make a huge difference:Fully Customizable Sticky HeaderHaving a landing page with a sticky header with fully customizable dimensions would be a game-changer for visual brand continuity.Fully Customizable FootersWe’d love more control over footer content. Whether that’s custom CTAs, more internal links, or embedding a widget or partner badge. Currently, we’re limited to default templates and can’t align it to our tone or brand. It is also a missed opportunity to delight users with features we offer.Device-Specific CTAsIt would be incredibly helpful to configure CTAs to appear on web only (or mobile only). This would let us surface relevant actions depending on user context—e.g. show conversion links on web, but not within the mobile app as users have already converted.Support for Schema MarkupAdding support for structured data (especially Article, FAQ, and Product schema) would allow us to boost visibility in search results. As we look to set our content up for success over the long run, schema markup is also key for better SEO and GEO and search tracking.Clickable Author Bios and Bio PagesWe’d like to create author bio pages, with the option to click through to them from the article byline and footer. This is something we already support on our main domain, and the lack of parity on the Intercom subdomain is currently a limiting factor in our ability to feature and optimize support content more broadly. It would help with credibility, trust, and content discoverability.Navigational FlexibilityAt the moment, there is no way for users to return to the primary domain from the Intercom support subdomain. This affects bounce, e.g. if the user does not find what they’re after in our support, and/or does not allow a journey for users to convert should they wish. We’d love to surface more of our Help Center content in a subfolder across our site, but the current limitations make it really tough to create a cohesive experience. More configuration and style settings would go a long way in helping us deliver better content visibility, stronger branding, and ultimately a more seamless experience for our users while supporting our acquisition and retention goals. Curious if others are feeling the same, and hoping some of this might already be on the roadmap behind the scenes!

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    Forum|Forum|1 year ago
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    Shaunna LaceyNew Participant

    Return to Top Button for ArticlesSubmitted

    It would be really useful to have a button appear on articles that you can click to quickly return to the top of the page. It would allow users to get back to the search bar a lot faster than having to scroll up, especially when viewing a longer article. 

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    Forum|Forum|1 year ago
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    Paige MulliganNew Participant

    Make TOC go deeper than 2 levelsSubmitted

    It would be incredibly helpful for our readers to be able to use a table of contents (TOC) that shows more than H1 and H2 in public articles. Ideally it would show down to H4 but just adding H3 would be great. Some of our documents have a lot of content at the H3 level that readers have to keep sorted in their own heads. This would also be helpful in internal articles.

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    Forum|Forum|1 year ago
    Pat Barlow
    Pat BarlowConnector

    Custom author attributes - pronounsSubmitted

    Hey all!I’m just wondering if there is any way to add custom author attributes in Intercom? I’d like to allow teammates to add in their preferred pronouns so that they can be added into email signatures as something like:{{ message.author.pronoun }}I haven’t been able to find anything yet, let me know if this is possible at all, or if there is a workaround!

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    Paul D
    Forum|Forum|1 year ago
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    josephqNew Participant

    Pre-fill search input in the messenger widget help sectionSubmitted

    Hello Our SaaS solution has recently introduced an in-app search feature allowing our users to search in different app locations. When we don’t find results we’re encouraging users to find possibles answers within our help center (powered by Intercom) trough the SDK JS Widget. In order to achieve that we’re calling programatically Intercom('showSpace', 'help');We would like to go further and be able to call this method or similar one with a text parameter that would fill the search input on the “help” space and trigger a search within articles :  Would it be something achievable on your side ? I’m available if you want/need more details!Thanks

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    Paul D
    Forum|Forum|1 year ago
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    Pedro Silva Full FabricNew Participant

    Make the 'Company Name' and 'User Name' update retroactively in the 'New Conversations' drill-in listSubmitted

    Hi team!  We use the Reports - Conversations to access the ‘new conversations’ drill-in, and export the list of new conversations weekly. The problem we face is that the Company Name and User Name columns do not update retroactively in the list, they always show the Company Name and User Name that originated the conversations instead of what we’ve updated afterwards.Since we have multiple conversations that are generated by emails sent from our colleagues (so the User Name must be replaced by the ‘real customer’), we need to have a lot of manual work after exporting the list, replacing these values individually. We think it would make a lot of sense to have the Company Name and User Name both updating in real-time, since it is normal that during the course of a conversation the Company Name and User Name might get changed. This would be extremely helpful for us and would avoid us doing a lot of manual work handling the CSV file after exporting the list. Thank you!Pedro Silva - Full Fabric

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    Forum|Forum|1 year ago
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    Attila SimonNew Participant

    edit help center article to change languageSubmitted

    When setting up a new help center, language settings were not been properly set. After adding articles, we fixed the language settings, but articles already added are categorized to the bad language.We started to edit the articles in hope language setting can be changed for existing articles, but the field is read-only.It would be great to be able to change the language category of exisiting articles, or copy / move article text among language versions.   

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    Forum|Forum|1 year ago
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    maximbrainrNew Participant

    Improve flexibility of the pop menuSubmitted

    Hi team,As a Intercom user, I wanted to share a few suggestions to improve the flexibility of the pop-up menu that can be helpful for all the users: More positioning options Right now, the pop-up only appears at the bottom of the screen. It would be great to have more placement options (like top corners or other floating positions) to better fit different layouts. Primary CTA button behavior It would be helpful if the primary CTA button could stay visible but disabled until all required fields are filled. This would make the flow clearer for users. More transition effects Currently, the pop-up has a basic opening animation. Adding other transition styles, like slide-in, fade in, would make the experience feel more customisable and modern according with different needs. At the moment, these settings aren’t very customisable.Thanks

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    Forum|Forum|1 year ago
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    sonesuNew Participant

    Enable CSV upload for tagging companies, similar to user taggingSubmitted

    I'm aware that this can be done via the API, but it would be extremely helpful to have the same 'Filter audience from CSV' functionality that's available for users, also available for tagging companies. Being able to upload a CSV and filter or tag companies directly from the UI would greatly improve workflow efficiency and reduce reliance on engineering support for simple segmentation tasks. 

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    Forum|Forum|1 year ago
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    Jeanne MerchantNew Participant

    Flagging articles and logging internal notesSubmitted

    The ability to flag articles and add internal notes regarding feature nuances or scheduled updates would really help our team stay on the same page and maintain updated content more efficiently.

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    Forum|Forum|1 year ago
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    Felix DaffnerNew Participant

    New first response time SLA's for reopened ticketsSubmitted

    Hi all, this could be interesting for many of you:Current status:when we resolve a ticket the SLAs get stopped. And when a customer replys to the resolved ticket the ticket gets reopened and the existing SLAs apply again.Problem:As the exisiting SLAs will be applied and for example the first response time is already exisiting, we do not have enough time to answer those reopened tickets in a timely manner. Therefore the SLA performance gets down.Solution:For us it would be really helpful to apply a new first response time or completly new SLA's for reopened tickets. Hopefully this is relevant for more Intercom useres, so this will get checked and prioritized 😊

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    Forum|Forum|1 year ago
    Noam Ben Harush Shani
    Noam Ben Harush ShaniConnector

    Clearer unsupported language managementSubmitted

    Right now when a customer messages in an unfamiliar language, the messenger sets the language to the main fallback language. That makes it hard to understand in which languages our users are reaching out to us in, which we do not support. If the messenger could take into consideration all languages, and mark the conversation in the appropriate one that would be best, but another option is setting the conversation to a clearer “English - fallback” value for example, allowing us to manually go through those conversations to detect them.Right now the language is just set to our main one and can’t be separated unless manually going through ALL of our conversations.

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    Noam Ben Harush Shani
    Forum|Forum|1 year ago
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    Erin_CNew Participant

    Reporting on basic numbers for Article Creation / UpdatesSubmitted

    Looking to graph monthly numbers on:• Monthly count of new articles created• Monthly count of updates to existing articles 

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    Ryan Parker
    Forum|Forum|1 year ago
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    Jason FoxNew Participant

    Ability to copy collections to other Help CentersSubmitted

    This would be useful because we are trying to create a unique experience for our customers who are logging in from certain countries. The new site will have a different default language and certain collections will not be included, however most of the Help Center content will remain the same.The way it's set up currently, we’re going to have to add around 200 articles manually, one at a time. I see in the knowledge hub I can mass-select and move articles to a different help center collection. If a copy feature was available, that would be ideal.

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    Forum|Forum|1 year ago
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    Tim RoeleveldNew Participant

    Automated Multilingual Knowledge BaseSubmitted

    We had the idea to create a feature that enables help centers to easily offer support content in multiple languages without the need for manual translations. Currently, managing a multilingual knowledge base requires significant effort and resources. To simplify this process, you could implement AI-driven translations that automatically convert articles from a default language (e.g., Dutch) into other languages (e.g., English, French, German) based on user preferences.Admins would be able to set a default language for their entire help center and choose additional languages to offer. When a new article is published, or an existing article is updated, it would automatically be translated into the selected languages using AI. A small notice at the top of each translated article could inform readers that the content has been automatically translated, allowing for transparency around potential minor inaccuracies.This solution would significantly reduce the effort and cost associated with managing multilingual help centers, making it accessible even for smaller teams. It would also help companies provide a more inclusive experience to a global audience.

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    Forum|Forum|1 year ago
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    Fintan O'DowdNew Participant

    Prepopulate article search when launching the UI widget.Submitted

    Allow Help Center article search to be pre-seeded with context when the UI Widget is launched to help a user.We are implementing Help Center as a means to provide guidance to our customers. We will have a browsable help center but our primary goal is to provide context specific guidance to users as they undertake various actions in the system. We plan to use the Intercom UI Widget to achieve this. We support thousands of different online forms that we potentially need to provide guidance on via a help center. Managing that amount of article / collection IDs in the system is not workable for us.We wish to be able to provide context to the widget such that it displays the correct content to the user without hard coding Intercom IDs within our application. We want to avoid that as it will be difficult to maintain. Instead, we would like to pass the context of what the user is doing to Intercom and for the UI widget to display the correct article or articles based on what they are attempting to achieve. For example, when the user is forming a legal entity in Delaware, rather than coding the ID of the article that covers that specific online form into our system, we would pass ‘formation’ and ‘delaware’ to the UI widget and it would find the article or articles that best match that context.

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    Forum|Forum|1 year ago
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    TWildeNew Participant

    Moving articles between workspaces or some other solution for Test Help v Deployment/Article diff between previously published versionsSubmitted

    My developers want to use a test workspace -- of course they do! It makes sense.And I want to write help for new features before the feature is deployed and share it with SMEs who aren’t on Intercom for their feedback/approval.So it looks like I’ll be writing articles in the test workspace and for deployment, I’ll have to manually recreate the article in the deployment workspace (Because you can’t export articles to other workspaces.) and manually correct the links.Being able to do a diff between previously published versions and not just the last published version would help for some articles.Doing things twice is painful and error-prone. I’d love a solution for this even if it’s not moving articles. Maybe Intercom has a better idea for this workflow that I’m missing.

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    Forum|Forum|1 year ago
    Angel Horowitz
    Angel HorowitzActive User

    Outbound - Ability to Auto Message Customers Based on ReactionsSubmitted

    Problem to Solve:There’s not an efficient way to continuously do outreach to customers that leave negative reactions on posts, banners, etc. It’s cumbersome, and leaves room for human error, to have to rely on continuously checking the outbound metrics, tag, message, etc.a Request:Add the ability to create a trigger that can target specific reactions that are left, as well as allow the ability for it to be applicable to any post, banner, etc, not have to target reactions left on specific content. Screenshot example:  

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    Forum|Forum|1 year ago
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    alex99New Participant

    Correct documentation about Push Notifications for iOSSubmitted

    I’ve spotted 2 issues in the documentation that could be improved:1. In Step 2, the change can be done to improve clarity (click to go)  What is now: What could be The Installation > iOS hyperlink doesn’t work correctly as there is no app id but underscore:app.intercom.com/a/apps/_/settings/ios A text instead of a hyperlink:https://app.intercom.com/a/apps/<YOUR APP ID>/settings/ios 2. In Step 3, the Objective-C and Swift code snippets are missing curly brackets, it is not a ready to use snippet (click to go)    

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    Forum|Forum|1 year ago
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    Andrea MascaraNew Participant

    Customize Ticket Status Update EmailsSubmitted

    I need the ability to Customize Ticket Status Update Emails.

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

    Loom AppSubmitted

    I wanted to add the idea to have a Loom app available in the App store. I use Loom a lot, so it would be great if we could integrate it to be used in the Inbox and maybe in the Messenger - to host our videos. I appreciate we have a lot of video software already, but more variety wouldn’t hurt. I know there’s an option to build an app, but I’m not a developer, so while I’ll have a go, I don’t know where there’s a process for requesting integrations. 

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    Grace Ndabananiye
    Forum|Forum|1 year ago
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    Macall GardnerNew Participant

    Channel Routing: Add Email to Conversation and PhoneSubmitted

    Current Limitation:At the moment, technicians can only be logged into the following routing channels: Phone (Phone only) Conversations (Includes both Chat and Email) Suggestion for Improvement:I’d like to propose greater flexibility in how routing channels are configured and assigned. Specifically: Split Email from the Conversations Channel: Allow Email to be its own standalone routing channel, separate from Chat. This would enable technicians to be logged into Email without being required to handle Chat at the same time. Enable Multi-Channel Selection: Provide the option for technicians to select multiple channels—rather than being limited to just one or "All." For example, a tech could be logged into both Phone and Email, but not Chat. Alternative Approach:If separating Email from Conversations isn’t feasible, another solution would be to include Email as part of the Phone channel. This way, Phone agents could assist with email volume during slower phone periods.Why This Matters:In environments where email and chat volumes are particularly high, the current setup disproportionately burdens the “Conversation” techs while “Phone” techs remain limited in how they can help. This often requires manual intervention by team leads to balance workloads across the team. By allowing more flexible channel selection or smarter routing, teams could improve efficiency and reduce operational overhead. 

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    Forum|Forum|1 year ago

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