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    3164 Ideas

    O
    Omayra RoigNew Participant

    Make the download conversation for users step in 1 stepSubmitted

    It takes two steps for users to download the conversation. The icon of download could be right away, instead of the three dots. Some users don’t guess the “download” feature is within the (...). 

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    Forum|Forum|1 year ago
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    Josh CarpenterNew Participant

    Ticket conversation history should be visible on the ticket portalSubmitted

    Currently, the customer has to click “Continue Conversation” and the conversation history shows in the messenger widget. If the conversation is long or complex, it can be challenging to navigate in the little messenger popup. It would be ideal to see the conversations history in the ticket details in the ticket portal, without having to open the messenger widget.

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    Forum|Forum|1 year ago
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    Dustin CNew Participant

    Notification based on SLASubmitted

    We get a lot of tickets in a single day based on the nature of our business. SLA’s violations occur as a result of lack of visibility, getting the ability to get a Browser notification on ticket that are 30 minutes from violating would be amazing. We have “Next SLA” in the inbox but we need to jump between a dozen internal programs to handle tickets and that view can get lost in the shuffle.

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    Forum|Forum|1 year ago
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    Riley SandersonNew Participant

    Selecting the user a CSAT request is sent to if there are multiple in a conversation.Submitted

    Majority of our conversations have multiple people copied on them, mostly emails, and sometimes through messenger even. Intercom doesn’t request CSAT unless it’s a one on one conversation. There is normally a main driver of the conversation. When closing could all the users pull up that are tied to the conversation and we could select which user the CSAT request is sent to?  

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    Paul D
    Forum|Forum|1 year ago
    Trevor
    Innovator ✨
    TrevorInnovator ✨

    Jira Visibility to number of linked conversations within the Jira for Tickets appSubmitted

    Old Workflow before tickets: Link every individual conversation to a Jira issue using the Jira Cloud application for Intercom (built by third party). And in Jira, the # of linked Intercom conversations could be viewed on the Jira issue, and Jira boards could be ordered to see the issues with the most amount of linked intercom conversations. Problems with old workflow: Intercom is incredibly noisy, and every Jira Issue status update or comment would re-open ALL individual conversations, regardless of their importance. Making managing conversations difficult and time consuming for large issues. New Workflow/Context: For any bugs or known issues, we have a tracker ticket, and link all conversations to that single tracker ticket for clean intercom updates on progress of the issue. The single tracker ticket is linked to the Jira Issue using the Jira for Tickets Intercom app built by Intercom.Issue: The Jira development teams have no visibility to the number of customers impacted by a specific Jira Issue when using the Jira for Tickets application. Idea/Solution: A Jira Issue field for the Jira for Tickets app that shows the number of linked conversations to the tracker ticket. 

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    Trevor
    Innovator ✨
    Forum|Forum|1 year ago
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    Vineeta PendseNew Participant

    Business Day-Based Scheduling for Recurring MessagesSubmitted

    I'd love to see more flexible scheduling options for recurring emails and banners in Intercom.Right now, the scheduler only allows setting messages based on fixed days like "Day 2," "Day 3," etc.—but this doesn't account for weekends or business days. For example, if "Day 3" falls on a Saturday, it doesn't work well for teams like ours that only operate on weekdays.Second, it gets triggered at 00:00 on the day it is scheduled for which is really inconvenient as well.What would be really helpful is the ability to schedule recurring messages based on:Business days only Specific weekdays (e.g. “First Monday of the month,” like how Google Calendar handles recurring events) Or even an option similar to the "Send once, first time the person matches the rules" scheduling when sending a message once in Intercom.This would make it much easier to send monthly updates, announcements, or campaigns without worrying about them going out on a weekend when no one’s around.Thanks!

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    Forum|Forum|1 year ago
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    Joe CarrollNew Participant

    Chart for Number of Users Who Started a ConversationSubmitted

    Our team supports customer companies. We’d like a report that tells us how many unique users on a per-company basis started a conversation in Intercom. Most of our customers have a few power users who tend to contact us, so when the number of people at a company increases, that’s a notable indicator of something, whether expansion or trouble.  If this feature already exists and anyone has an idea about how to do this today, please let me know!  I was able to find a previous conversation asking about this feature, but it looks like the answer was about creating new reports, not a chart with this specific metric on it. 

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    Forum|Forum|1 year ago
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    Luke CaporaleNew Participant

    Gong IntegrationSubmitted

    Integrate with Gong for recording Phone calls, booking meetings in line through tickets/ conversations, and pull notes and call summaries into Intercom as private notes / ticket details: https://www.gong.io/

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    Forum|Forum|1 year ago
    Logan B
    Logan BNew Participant

    Make 'Update ticket status' modal more responsiveSubmitted

    We have somewhat longer Ticket status names that get truncated fairly easily with the current ‘Change Ticket status’ modal. We were hoping this could become a bit more responsive with the length of the title/description for these tickets or include a hover chip that would show the full information for our agents.  

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    Logan B
    Forum|Forum|1 year ago
    A
    AI-AgentNew Participant

    Automatically crawl web hosted PDFs for KnowledgeSubmitted

    A big chunk of our content that would be valuable knowledge for Fin are PDFs hosted on our website. Knowledge should be able to automatically crawl this content and ingest it as training material for Fin. A second best would be the ability to bulk import PDFs. The current process of manually loading PDFs one at a time isn’t sustainable for our team. 

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    Forum|Forum|1 year ago
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    Shane WaNew Participant

    Additional Filters in ReportingSubmitted

    Specifically I’d love to be able to track which teammate is using certain conversation tags the most in custom reports. Conversation tags are an important way to filter chats in Intercom. Seeing who is using those tags the most or least is a must!Thanks

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    Forum|Forum|1 year ago
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    Andrew AlabadaNew Participant

    Ability to Reply with Tabular Data in Email ConversationsSubmitted

    When communicating with customers via email conversations, our business needs the ability to reply to emails with data presented in a tabular format. Within an email reply, we are limited to:Plain text: This is often difficult to read and understand, leading to potential misinterpretations. Manual formatting (using spaces and dashes): This is time-consuming, prone to errors, and does not render consistently across email clients. Images of tables: This cannot be easily copied and increases email size. External links: This forces customers to leave email conversations, disrupting the flow.

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    Forum|Forum|1 year ago
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    Cassandra D12New Participant

    More detailed notification settings in mobile appSubmitted

    In the mobile app, the notification settings are too broad. So if you have the notification settings turned on for just assigned to you, your getting for every event in a conversation. It would be good to have the ability to turn on notification just for new conversations that are assigned to you. Like an email notification, rather then a series of notifications that notify on event changes, the messages, the actions etc. 

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    Forum|Forum|1 year ago
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    Josh HostetlerNew Participant

    Ability to create interactive lessons with quizzesSubmitted

    I’d love the ability to create mini-courses within Help Center. Our Help Centers cover the benefits we power (FSAs, HRAs, HSAs) for our partners, and I’d love to create interactive educational content (think lessons) with mini-quizzes to check for understanding so our users can not just access info, but learn info. I think this could look likeMultiple-choice questions with feedback provided to users based on their responses Drag-and-drop for ordering items by prioritization Scaffolded lessons, where users could only access the next lesson by passing a quiz Quizzes that gate content 

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    Forum|Forum|1 year ago
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    Nils WaningNew Participant

    Use CustomActions in Automated FIN MailsSubmitted

    Hi Team, I hope you’re doing well. Do you have a roadmap for when it will be possible to use custom answers/functions/actions in automated emails? Currently, it seems that custom answers are not supported in FIN MailAnswers. This would be a great step forward for automation, making processes much more efficient. Are there any alternative solutions that I might have overlooked?  I’d appreciate any insights you can share. Thanks in advance! Best regards,

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    Forum|Forum|1 year ago
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    Roman PrudnikovNew Participant

    SLA_breached webhook eventSubmitted

    Hey Team, It would be beneficial to have some way to identify chats where TTC SLA is breached. So these conversations can have additional attention. 

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    Forum|Forum|1 year ago
    User2282
    User2282New Participant

    News Centre styling/customization (like Help Centre)Submitted

    We recently got started with News Centre, and miss a lot of functions from the Help Centre. There are very limited ways of customizing both design, text and layout. On top of it all, all of our other content in Intercom is mainly in our own language (Norwegian), and News Centre is the first place that´s not possible to translate all the way.  Hope there are some more people out there who would like the ability to do this as well.

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    User2282
    Forum|Forum|1 year ago
    T
    Thomas AtwoodNew Participant

    Use Custom Actions in CopilotSubmitted

    I would like to give co-pilot access to internal APIs so my customer support representatives can craft emails using Copilot and internal data. 

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    Forum|Forum|1 year ago
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    TalesNew Participant

    Request for Export Functionality to PDF for Customer ConversationsSubmitted

    I would like to request the possibility of adding a feature to export entire conversations with customers in PDF format.Specifically, I need an option to download any conversation directly as a PDF, either from within each conversation or, preferably, from the player’s profile, allowing me to download all registered interactions in one document.If only one of these options is feasible, I would prefer to have the ability to export all interactions for a player at any time.

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    Paul D
    Forum|Forum|1 year ago
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    Ted NguyenNew Participant

    Add a "Remind me later" option for in-app messagesSubmitted

    We normally log in as the users to help them troubleshoot the issues, and once we do that, the in-app message (like posts, etc) sent to them pops up and we have to close it. This means the customer won’t see it again.Also, the feature will be helpful for our users as well, as they might be in the middle of something but want to come back to the in-app message.

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    Paul D
    Forum|Forum|1 year ago
    M
    Matthew NeeleyNew Participant

    Workflow update when a Jira Review Status is changedSubmitted

    Currently, you can create a workflow that updates based off of the Jira status field, but not the Jira Review Status field. Adding this would help our team out immensely as we can provide updates to our team and our customers when this status changes. 

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    Forum|Forum|1 year ago
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    ashlie2025New Participant

    FIN to be able to read Screenshots in Help CenterSubmitted

    FIN Vision is used in conversations which is great, but for FIN AI Agent and Copilot, the AI can NOT currently read any help articles or documents that have screenshots. Being able to build on FIN Vision and having FIN be able to process screenshots in the Help Center, will give FIN more power to help customers by being able to read, process and analyze help center screenshot documentation and process them for tickets, emails and conversations. Thanks!

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    Forum|Forum|1 year ago
    I
    Ingrid LewenhauptNew Participant

    Audience Filter Option for Article ViewsSubmitted

    We would like to request an enhanced filtering control feature for viewing reports on article views, search results, and searches with no results. Currently, these reports include data from internal employees, and we would like the ability to filter this data out.

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    E
    Forum|Forum|1 year ago
    Andrii Fedyk
    Andrii FedykActive User

    Allow to change conversation title using REST API endpoint.Submitted

    Allow to change conversation title using REST API endpoint.External channels allows users to change a chat title. For integration using REST API it would be useful to keep the name of chat up-to-date.  

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    Andrii Fedyk
    Forum|Forum|1 year ago
    D
    Duygu DemirNew Participant

    Summarise option for Help ArticlesSubmitted

    We currently have some quite detailed data on our Help Articles.But not all the customers have time or patience to read all these detailed information.Therefore a summarise button somewhere in the Help Articles would be helpful 

    2
    D
    Forum|Forum|1 year ago

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