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    Christoffer RavnNew Participant

    Option to hide or delete suggested TopicsSubmitted

    It is very cluttering to see suggestions between our topics. These cannot be hidden. The suggestions are SO bad, that it is suggesting the same topics, as we have already created 10 months ago. 

    3
    1 year ago
    KorbynNew Participant

    Option to send email along with messenger notificationSubmitted

    Currently, it appears that email notifications will only be sent to a customer if they are not active within the messenger app for for 3 minutes since the reply was sent. If a customer has this tab open, but maybe is in another area and forgets that it was left open, then an email is never sent out. I do not see any options to toggle for a user or within Intercom generally to enable emails to be sent in conjunction with an active session in messenger. I believe this might add value to customers so they can track some of this via email and if they happen to forget they left the tab open then an email is also sent so they get notified of any communication. If this was something that could be enabled in a user’s preferences I think that would be ideal so they can control how they want to receive communication.

    0
    1 year ago
    Phoebe TruongNew Participant

    Reset the SLA clock via workflowsSubmitted

    This feature allows teams to automatically reset the SLA (Service Level Agreement) timer based on specific workflow triggers—ensuring accurate tracking when conversations are re-prioritized or reassigned.When activated within a workflow, the SLA clock is restarted from zero, aligning with the latest context of the ticket or conversation. Common use cases include reopening a conversation, changing conversation attributes (e.g., priority or assignee), or when a macro is applied that shifts the SLA expectations.

    2
    1 year ago
    Marissa StoneNew Participant

    Turn off Messages in MessengerSubmitted

    We would like to be able to use “Tasks” without having the “Messages” space on in Messenger. Our team only uses Intercom for in-app onboarding and want to use Checklists as our primary method of onboarding. We feel it is a bad user experience for our customers to see a “Messages” tab where they are unable to start a conversation with us (we have the setting turned off as our support team is not in Intercom.)  

    0
    1 year ago
    Anna AllenNew Participant

    Ability to manually enter custom date range in report date rangeSubmitted

    Challenge: Currently when you want to choose a custom date range for an Intercom report, you select the dates from a calendar view, and you don’t have the ability to manually type in the date range. For shorter time ranges, this isn’t a huge hassle, but if you’re trying to get a bigger-picture report and span a larger time frame, you have to keep clicking through months until you get to the right date.Suggested solution: I think it would be a helpful addition to be able to manually type in a custom date range. Or, alternatively, having the ability to select the months, days, and years from a drop-down menu for each would also be an improvement, in my opinion.  

    0
    1 year ago
    Madeline G.New Participant

    Add Key Metrics to Reporting; Average Wrap-up time, Total Missed Calls, Missed FCR ticketsSubmitted

    We would like to request the addition of several important metrics to the Intercom reporting feature that are currently unavailable but critical for coaching, performance monitoring, and operational transparency.Requested Metrics: Average Wrap-Up Time Definition: The average amount of time an agent spends in the “Call Wrap-Up” status after each call. Calculation: Total time in “Call Wrap-Up” status ÷ Total number of calls. Use Case: This helps managers identify trends in agent post-call behavior and coach toward more efficient after-call work practices. Total Missed Inbound Calls Definition: The number of inbound calls that were assigned to the agent but were not answered and needed to be reassigned to another agent. Use Case: This is vital for understanding availability and coverage issues, especially during peak hours or for specific teams. Tickets Not Closed on First Contact (FCR Details) Enhancement Request: The existing First Contact Resolution (FCR) metric currently shows a summary of which were closed successfully on the first contact (e.g., “13 out of 14 tickets closed on first contact”) but does not allow us to identify which specific tickets were not resolved on first contact. Request: Please allow drill-down or flagging of tickets that were not closed on first contact so we can review them individually. Use Case: These specific tickets are essential for targeted coaching and quality assurance, helping us understand what went wrong and improve future resolutions. Why These Matter:All three of these metrics are crucial for team performance management and quality control. Without them, we’re missing critical insights into agent efficiency, customer experience gaps, and improvement opportunities. These are common metrics across most support platforms, and their absence in Intercom limits our ability to coach effectively and maintain high service standards.

    0
    1 year ago
    Madeline G.New Participant

    Feature Request: Enable “Company” Filter for Call-related Metrics in ReportingSubmitted

    We’d like to request that the “Company” filter be made available for call-related reporting metrics within Intercom. Currently, metrics such as Call in Queue Time, Call Talk Time, and SLA hit rate do not allow filtering by Company, even though this filter is available for other non-call-related data. This creates a significant limitation for our reporting needs. Why this matters:We provide support to multiple clients, each of whom expects visibility into their specific interactions with our team. In particular, they want to know: How long their users waited in queue How long their users were on calls with agents How many calls were answered within the SLA rates agreed upon in their contracts At this time, we can only report on these metrics in aggregate across all companies, which is insufficient for client-facing reporting or performance analysis. Request:Please extend the “Company” filter to work with call-related metrics in the reporting feature. This would allow us to segment call performance data by client and meet critical reporting expectations.This enhancement would greatly improve the usability of Intercom’s reporting tools for any team managing support across multiple clients or business entities.

    0
    1 year ago
    Santosh KumarNew Participant

    Able to see active users without having to hower on the Team InboxSubmitted

    As of now if I have to see who all users/employees are active on intercom then I have to go to that team inbox and hower on it, but it would be helpful if it shows without having to hower. 

    0
    1 year ago
    Dick Wynendaele | bonsaiNew Participant

    Dark Mode for mobile SDKs stylingIn Beta

    There is a large amount of users of our app that have dark mode enabled. When they need our support the Intercom integration in the app is always in “light mode” as the background is white by default.I would like to ask for a “dark mode” availability for the Mobile SDKs styling. A user attribute should determine which version to show to our app users. This is becoming a UX/UI necessity nowadays.

    5
    Paul D
    1 year ago
    JHarlowe
    JHarloweConnector

    Additional Company Details in ticket viewSubmitted

    The Middle Pane on tickets shows the ticket id, user and company. This is great and does provide a nice quick overview. Adding User and company would be very beneficial to see on Conversations also as this information is critical for agents when working in a B2B support capacity. Currently the only way to see company is to expand the Company Details section, this adds extra time and clicks to the teammates flow.  Adding some of the high-level company details to the Middle Pane would be amazing!

    0
    JHarlowe
    1 year ago
    True Profit Customer SupportNew Participant

    Prevent users/visitors replying to closed conversationsSubmitted

    Prevent user/visitor chat back to old conversation by hours, now I can only set it up based on day. I would love to set it up by hours.

    0
    1 year ago
    Steeve Cayla
    Super User ✨
    Steeve CaylaSuper User ✨

    Ability to change Team inbox members through REST APISubmitted

    In bigger organisations, we need to schedule agents to work on different topics throughout the day by using a schedule. This schedule would dictate that Agent X would work on Billing for the first 2 hours, then on L1 tickets for 3 hours and so on. Right now the only way to work on Billing is to be part of the Team inbox Billing. Same for L1. But if an agent is part of those 2, we cannot prioritise how they are working on those easily. If we had the ability to change teammates from one team to another dynamically though API, it would make things much easier. 

    0
    Steeve Cayla
    Super User ✨
    1 year ago
    LouiseKleinConnector

    Team-Based Rating Filters in ReportsSubmitted

    Currently, reports allow us to filter tickets by the teammate who was rated, but not by the team they belonged to at the time the rating was given. For teams, the only available filter is “Team currently assigned.”This creates a problem: if I filter by Team X, the report includes tickets rated before the teammate was actually part of Team X, such as in cases where someone transferred from Team Y to Team X. As a result, these reports don't accurately reflect Team X's performance.To work around this, we have to combine the team filter with individual teammate names, but that introduces further inaccuracies. Many teammates work across multiple folders or contexts, and their performance data should ideally be separated by team assignment at the time of the rating.What we need is a filter that shows tickets rated while assigned to a specific team: mirroring how the “teammate rated” filter currently works. This would significantly improve the accuracy and usefulness of team performance reports. 

    0
    1 year ago
    Steeve Cayla
    Super User ✨
    Steeve CaylaSuper User ✨

    Ability to force email response to a conversationSubmitted

    Right now when somebody contacts us through Messenger, the only option to answer is through Messenger. It will come as an email IF messenger isn’t available (if the customer closed the tab for example). Very often the message will come in the Messenger and if we are not actively checking inside messenger, we can miss crucial information. We need a way to be able, as agents, to send a communication via email, by selecting “email” as the reply channel. 

    0
    Steeve Cayla
    Super User ✨
    1 year ago
    Daniel Rönnberg
    Daniel RönnbergActive User

    Closing the chat window isn’t intuitiveSubmitted

    Many customers report difficulty closing the chat window after engaging with Fin or a support rep. Specifically: User expectation: They intuitively look for an X button in the upper-right corner, a standard UI convention for closing modal windows or chat interfaces. Current behavior: The only way to close the chat is by clicking the chat icon again in the bottom corner. This is not visually obvious or intuitive to many users.  This leads to:  Poor user experience: Causes friction and confusion, especially for new users or those in a hurry. Increased support load: The issue is so widespread that the team has had to create a snippet in Fin to explain how to close the chat, just to reduce the number of repetitive questions. Cognitive overhead: Users are left guessing, which breaks the otherwise seamless UX of the support flow.  Suggested solutionIntroduce a visible "X" close button in the upper-right corner of the chat window (when expanded). Ideally: It should follow conventional design standards (hover-highlighted, accessible). Clicking it should minimize the chat, just like clicking the chat icon currently does. Optional: Add a tooltip on hover to say "Minimize chat".  

    4
    1 year ago
    Ariel KerseyNew Participant

    "Seen" notification that differentiates between all recipientsSubmitted

    The “Seen” notification in the bottom corner of emails and messages will change to the “Seen” status even if only one person in the thread has viewed the email. It would be great to be able to see which recipients have opened the message. Sometimes my colleagues are included on email threads, but I need to know when the client is the one who opened the email. This would really help with follow up messages, to know if the client has read my email yet or not. It could say “Seen by [first name]” or “Seen by [colleague] and [client]”

    1
    1 year ago
    KhrystynaNew Participant

    Filters / search for Tickets PortalReleased

    We are leveraging tickets a lot with our clients, and a request came up - having a possibility to search or filter by attributes present on the ticket portal, e.g. description, created by, creation date, etc. This would be of help to our larger clients where they can search if a similar question/issue was tackled before. 

    12
    Paul D
    1 year ago
    Julian LowNew Participant

    Mobile App Needs Improvements - Top Priority: Answering phone calls through the mobile appSubmitted

    As the title says, we need the mobile app to be more robust in features, particularly the ability to answer, decline, and callback phone calls from within the mobile app only, not requiring website/desktop platform.

    1
    Paul D
    1 year ago
    Brix EstropeNew Participant

    Assign owner to companiesSubmitted

    As an enterprise, we base account ownership of Client Success Managers on company, not by user. In essence, there might be multiple users in each company but our CSM’s are only handling the same company, it would be easier to base it on a company level instead of user level. 

    0
    1 year ago
    Biljana SinikNew Participant

    Default phone lineSubmitted

    Ability to set one phone line default with multiple numbers in IC would reduce agent errors as they need to select the correct line from the drop-down menu every time they need to make a call. 

    1
    Paul D
    1 year ago
    ElyceNew Participant

    Allow Numbers to be configured to teams / inboxesSubmitted

    Our company operates out of multiple locations worldwide. Therefore we have varying contact numbers to reach our respective teams.By default, our workspace sets all outbound calls to our USA number. This means our Australian team must remember to adjust this before making an outbound call as some customers might not answer an American number. It also means if we forget to do this and our customer wishes to call us back, they call our USA team and get their out of office, causing significant confusion.If I have multiple teams/inboxes that conversations are assigned to, it would be great to nominate the default phone number associated to the customers and teams handling the conversations.

    1
    Paul D
    1 year ago
    Joana GuerraNew Participant

    Intercom phone in Brazil ASAPSubmitted

    I would love to have the ability to make phone calls to customers through Intercom, but unfortunately, this service is not yet available in Brazil. If the person responsible for this project comes across this post, please consider making it happen soon!

    1
    1 year ago
    Shani BNew Participant

    Add the metric to be able to see longest waiting calls that excludes conversations where teammates are actively on calls with customers.Submitted

    We’re looking to be able to see the longest waiting calls where they haven’t been touched. Currently, longest waiting includes calls where a teammate is on with them. We want to filter those out so we can see what the true longest call time is without action.

    0
    1 year ago
    Abdullah Ali AlshehriNew Participant

    Add Support for Refresh Tokens in Data ConnectorsSubmitted

    Hi team,Many APIs use OAuth 2.0 with refresh tokens. Currently, Intercom Data Connectors don’t support refresh flows, so access tokens must be updated manually when they expire.It would be great to support refresh tokens or dynamic token renewal to make integrations more stable and automated.Thanks!

    0
    1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Improve Fin replies from the batch test pageSubmitted

    It would be highly beneficial if we could train Fin using the batch test page. Currently, we can rate its answers, but this does not contribute to its training. Allowing each rating to train Fin enhances its performance before user availability.

    0
    Nurit
    Innovator ✨
    1 year ago
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