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Brett StuckeyNew Participant

Tour Feature - Font ColorsSubmitted

The font color tool in the tour feature needs significant improvement.Currently, the tour settings allow for custom button colors, background colors, and font styles—but there’s no global font color option. I shouldn’t have to manually adjust the font color for each step.Even when attempting to change font colors within individual steps, the tool is unreliable. It only successfully updates the color about 40% of the time. Occasionally, it allows me to paste a hex code, but most of the time, the input disappears as soon as you type a letter.

PawełNew Participant

Waiting Room for ChatsSubmitted

At the moment, all customer chats come in at once, which increases our average first reply time, especially for large businesses, where we can experience 50+ chats at the same time. I would like to suggest creating a “Waiting Room” feature for chats. This would show customers their position in the queue and the estimated waiting time before an agent joins the chat.This improvement could really help manage expectations and reduce frustration while customers wait for a response.Thank you for considering this idea!

HRUSTNew Participant

Feature request: Internal Review & Approval for Intercom postsSubmitted

Feature request: Internal Review & Approval for Intercom postsOur product and marketing team regularly publishes news updates to our customer portal via Intercom.Before anything goes live, our marketing and communications team must have the chance to do a final editorial check for language and grammar.Right now, Intercom only notifies teammates when a customer replies—not when a teammate first posts something. This makes it impossible to ensure quality before content reaches our customers.An internal notification and approval workflow for new posts should be standard functionality, not something we have to patch together with workarounds or APIs.This could be made available very easily: just like with “Signals,” teammates in the same group could receive an email, desktop, or phone notification when something new is posted. Preferably before it goes live, but even this initial step would already help us enormously.It’s a simple, logical step that would immediately improve quality control for any organization using Intercom to communicate with customers.

JHarloweConnector

Teammate Active reason segmentation by custom Active reasonsSubmitted

We currently have the ability to report on Away statuses and with the release not to long ago we can now use custom Away statuses 🥳 .. It looks like those Away reasons are usable in the segmentation. We wanted to throw this out in the hopes that we may be able to get that same segmentation option for Active reasons (custom statuses) as well. This will help in our ability to coach folks who may not be using Active substatuses appropriately with a historical record that is able to spoken to beyond the 24h we can monitor from the Dashboard.

Eléonore SIEGELNew Participant

Highlighted text in message receivedSubmitted

I can’t see the text highlighted in color from a client in the email received.

Nicolette GodloveConnector

When replying or forwarding conversation responses, the original sender's conversation subject remains static instead of the unique subject we changed it to.Submitted

When replying or forwarding conversation responses, the original sender's conversation subject remains static instead of the unique subject we changed it to.

Julian DickieNew Participant

Edit Subject Line on replySubmitted

Hi Intercom Team,At the moment we have a specific use case where we need to edit the subject line of an email on reply but there is no way to do this. I can only control the subject on forwarding or composing a new email.Can you enable a field to show when replying that allows us to edit the reply.I understand that this will affect how the email threads in the recipients inbox and that is ok with us.This will stop us having multiple conversations live with the one person.

JHarloweConnector

View Filters can use "and" as well as "or" in the same filter listSubmitted

Currently you can only use the <and> logical operator instead of the <or> logical operator or vice versa in (query logic) Inbox view filters, chart filters and report filters. Essentially it has to be all <and> or all <or> in the list. You can not have different logical operators per query line. Current behavior shows that if you change one logical operator <and> to an <or> it changes all the filter logical operators in your query to that same thing, even if you only want to have one <and> and a few <or> lines. Funny part is that in the Company and People filter you CAN mix up / combine the logical operators in the filter list as it does not force all logical operators to be <and> vs <or> or vice versa. The ask here is to simply extend the same multiple conditions in a query, such as <AND, OR> the Company and People filter operators have to the Inbox views, charts, reports filters and other data set areas of Intercom where they are more needed, as the Inbox views, charts and reports filters tend to be the more widely used areas of the system and multiple conditions in a query, such as AND, OR are critical to the flexibility of viewing. -------TL;DR---------Current World Example in same filter:Team Assigned is Team A <and> Teammate Assigned is B; Current channel is Phone <and> Current channel is email; State is not Resolved <and> State is not Workaround provided Proposed Idea in same filter:Team Assigned is Team A <and> Teammate Assigned is B; Current channel is Phone <or> Current channel is email; State is not Resolved <or> State is not Workaround provided. The current filter logical operator restriction limits the filters quite a bit and it results in impossible scenarios, i.e. a ticket can not be in two states at the same time or two channels at the same time, two Teammates assigned, two Teams assigned etc.. Thus preventing the ability to say:show me a list of conversations that are in Team Inbox A <and> are assigned to Teammate A <or> Teammate B <or> Teammate C in the same view.It has to beshow me a list of conversations that are in Team Inbox A <and> are assigned to Teammate A <and> Teammate B <and> Teammate C. which is not a possibility since tickets can only be assigned to one team mate at a time. Thus no results would populate¯\_(ツ)_/¯

Kate DelaneyNew Participant

API endpoint for updating admin profile dataSubmitted

We would like to be able to automatically sync profile photo avatars for admins from other sources. It seems the API currently allows for fetching information about admins, but not updating their profiles.Alternatively, being able to pull profile photo from Google SSO would work as well.

User1348New Participant

Option to copy all articles with/without collections to a new or different help centerSubmitted

Based on different product combinations that we offer, we need to be able to copy multiple or all articles based on their collection to a new or any existing help center. We used Adobe Robohelp for documentation earlier which worked locally and had this feature which made it really easy to create new projects with similar content with small changes.With Intercom, it is really difficult to copy individual articles. The size of images often change to their default size (instead of the size of the image in the article from which it was copied) when we copy any article content and we need to change it manually everytime. Also, we need to change all the links manually as per the new custom domain that we would configure for the new help center. We have a huge number of articles in our primary help center and it takes a lot of time to copy them one by one and customize each of them based on our needs.

Heather WorthingtonNew Participant

Workflows to re-open bad Fin CSATSubmitted

When a customer has a conversation with Fin only (no human interaction) and responds negatively to that conversation, it’d be so handy for there to be an option or workflow that automatically re-opens the conversation and escalates to human support. Currently, if a customer gives Fin a bad CSAT it’s logged on a report that a human must review to re-open if needed. This relies on the person reviewing to get back to the customer in a timely manner which won’t always be possible and takes resource. If a workflow automatically re-opens the conversation and assigns it to a human for further assistance as soon as it happens it’s a better experience for the customer and streamlines the process.

Laura CustodioNew Participant

Allow formatting tools available in the composer/macros as you do for ArticlesSubmitted

Currently, formatting tools available in Intercom macros/compose are limitedcompared to those available for Articles. Adding options such as bullet points, sub bullets, numbered lists, font colour changes, and other text formatting would significantly improve usability and flexibility in creating macros/composer. The text format in this section (create new topic) is even better than the article formatting bar.

Bryan SchoenmakerNew Participant

Include Collections in Help Center search resultsSubmitted

The current search bar in the Help Center feels limited. Typing in a phrase, word or term displays all relevant articles, but not necessarily an overview on a certain topic. I believe it would be beneficial for users and customers alike to be able to search for collections using the search bar. Sometimes as a customer or user, you just want to find all relevant articles regarding a certain topic, without having to scour every main collection first. The majority of collections are hidden within the main collections, making them feel invisible most of the time. My team works hard for an organised Help Center, and we want our users to easily breeze through our collections to find the right topic. Including collections in your search results will: Improve search results among users & customers using your Help Center Decrease support load with frustrated customers Increase overall structure of your Help CenterImagine the possibilities with such a simple addition 👇 Including a toggle between articles/collections would be a welcoming addition!

ericMBActive User

Intercom KB needs article searchSubmitted

I have a small number of articles, but to change “characteristics” to “attributes”, I am going to have to open each of them and do a browser search for that word. That situation becomes rapidly untenable as the number of article grows.As far as I can tell, the current KB search only examines the title and summary-descriptor. That’s fine for end users. Most of the time, that’s all they’ll need. But for the creators of the knowledge base, the KB must act more like a publication system--in this regard, at least.(It does a fine job with link management, which is no small feat. Bit this functionality is important, too. You don’t need it all the time, but when you need it, you really need it.)Perhaps there is an AI tool that can be employed to walk the article-tree and find relevant articles? For extra credit, I would recommend functionality I once implemented for a now-defunct documentation system:Allow replacement text to be specified Allow system-wide “replace all” but only after checking 27 times to be sure that’s what they really want to do Visit each article that contains the text, in edit mode Allow “replace all” within the article Allow a simple replace-and-go-to-next-instance (same article or next article) Allow a revised-replacement Allow further revisions to the article, as long it’s already open for editing. - Sometimes, wording needs to be changed to accommodate the replacement text. - Sometimes, necessary revisions leap out at you while viewing the text. (It’s easier to do it in the moment, instead of having to take a note, remember to act on it later, find the article again, and then make the change.)CORRECTION:Intercom does have article search. (Thank God!). It wasn’t easy to find in the Help system, and I was oblivious to it in the KB pages, but it’s there. Right at the top of the folder listing, there is a “search for text” box. (Too cool! Searches within that folder, I think.) For a global search, go to the top-level container (Content), and do the search there. Yay! That at least makes it possible to find all occurrences. (You then visit each article in turn, click Edit, do a browser-search for the term in question, and type in a replacement. Not exactly convenient, but it is at least possible to get the job done.(BTW: Thanks for listening! :__)

Abhishek AnandNew Participant

Add Screenshot Capture Option in ChatSubmitted

Add Screenshot Capture Option in ChatHi Intercom Team,It would be really helpful to have a screenshot capture button within the chat widget. Many users struggle with taking and uploading screenshots when reporting issues.A built-in screenshot option would make it easier for users to share their problems visually and help support teams resolve issues faster.

Kristin T12New Participant

Reports - Saving Custom ReportsSubmitted

It would be amazing if it were easier to duplicate charts and edit reports. Right now, you can only duplicate one chart at a time. Then when you edit a chart, the report reloads at the top of the report. be able to group charts and duplicate a whole section. reload the report at the same spot you were in when you edited the chart so you don’t have to scroll down.

Jenny MarshallNew Participant

Global Case Visibility Button in Jamf AccountSubmitted

Hello, thank you for adding the Global Case link within the ticket button screen. I was thinking that many Decision Makers will never create a ticket but will want to have access to view the tickets from time to time. Since they need to log into account.jamf.com first, I think it would be beneficial a link to be added within Jamf Account. This gets them using Jamf Account and also provide a simple link within the portal to see their organizational cases. Thank you in advance for reviewing this request. Let me know if you have any questions.

lunelo36New Participant

Checklist progress barSubmitted

Would love to be able to show a visible (customer-facing) progress bar for checklist tasks.For example, if a checklist item is to “Add 10 xxx into your account” or “Perform action X 10 times” for it to show someones progress against this task (e.g. to show 60% completion when you’ve performed the action 6 times).

Arthur Van DykeNew Participant

FIN first, but then make it easier to navigate to the home tab (one click preferred)Submitted

We like the FIN first experience where the launcher opens directly to a FIN conversation, however, we would much prefer if when the back arrow is clicked that it took the user to the HOME tab instead of the MESSAGES tab. We have a lot of good stuff on the home tab, and some of our users don’t understand that they need to click the back arrow and then click again to get to the HOME tab. another idea would be that in the FIN conversation window, below where you enter your question, you could still see the launcher tabs for home and messages, etc.

Christina WichimaiNew Participant

Automated User (Fin) Workflow TriggerSubmitted

It would be extremely helpful to have a workflow trigger that takes into account actions completed by Fin or the workflow bot in your workspace. Since that automated user is not considered a “teammate”, none of the workflow triggers including teammate can be used to trigger any workflow if they are actioned by Fin. For example, “If teammate changes the state of a ticket” will trigger if a user manually updates a customer ticket state. However, if the customer responds on a customer ticket and the automated user updates the ticket state, it will not get picked up by the workflow trigger and that ticket state change will be missed entirely. The example relates to changing the state of a ticket, but this would be helpful for all actions performed by Fin/Workflow bot.

Maksim KononenkoNew Participant

Full-Screen Ticket ViewSubmitted

When accessing or updating a ticket, the conversation chat opens in a smaller size on the right-hand side. This limited view can make reading and writing more difficult. If possible, enabling a full-screen mode or larger view for ticket interactions would significantly improve usability.

ReneePActive User

Allow admins to edit or remove Conversation RatingSubmitted

This is a great example of why it would be important for workspace admins to be able to edit, remove, or “ignore” specific conversation ratings. It’s clear this is a mistake, but the teammate’s CSAT score will suffer, even after they suggested the customer edit the rating (which they did not respond to).

Amber StephensConnector

Ability to Embed Google SlidesSubmitted

Problem: We are currently unable to embed Google Slides into Help Center articles. Creating images (or turning images into a video) from slide decks requires additional manual work for initial set up. Inserting multiple images makes articles long and reduces customer engagement. Hyperlinking a PDF at the bottom of the document does not call attention and requires customers to be willing to download. Updating living slide decks requires additional manual work to reload a PDF, recapture updated screenshots, or remaking a video. This is time consuming and not an ideal experience. Solution: Add the ability to embed Google Slides to Help Center articles and the ability for changes to Google Slides to automatically update the embed.

Noam Ben Harush ShaniConnector

"Topic" filter in viewsSubmitted

While you can use the Topic filter in reports, it’s not available in views in real time, which makes tracking issues in real-time more limited. Especially with the upcoming AI topic improvement, I think that would be super helpful to have available.

Stephanie Paige BeattyNew Participant

Macros - Available To - Option for Ticket Type AvailabilitySubmitted

Currently Macros have the ability to EVERYONE, TEAM, or MYSELF ONLY Would like to have an option where a Specific Ticket Type could be associated.For example, this Macro is only available for the Support Team - Ticket Type “Care” option. Allowing for the Support Team to be offered more specific options, while “Care” gets Macros more align to what they would want to use.

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