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    3164 Ideas

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    Kevin JesmainNew Participant

    Junk - turning off or whitelisting usersSubmitted

    Is there a way to turnoff the junk filtering or whitelist specific addressed? We had a user be marked as junk when we had actively been talking to them.

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    Forum|Forum|1 year ago
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    Brendan PooleNew Participant

    When Merging Conversations, Filter The List Of Conversations To Be From The Same ChannelSubmitted

    Merging email conversations and messenger conversations is not currently possible. It would lessen confusion to limit the conversation list when trying to merge to only show conversations from the same channel. 

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    Forum|Forum|1 year ago
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    Edison MonnarNew Participant

    Can we edit additional user attributes from the same chat user window?Submitted

    It would be awesome if we would be allowed to edit user attributes after having added these additional attributes from the same chat window instead of having the hassle of heading to contacts, them company then select the user to edit the user attributes all the time due to time consumption

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    Forum|Forum|1 year ago
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    AlanKTONew Participant

    Mentions - See allSubmitted

    Hello Intercom Community,I would like to confirm if there is an option in the mentions field to mark all “unread” messages as viewed. If this option does not exist, it would be interesting to have this feature implemented in the future.Thank you for your attention.😁

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    Forum|Forum|1 year ago
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    AustinNew Participant

    A way to retrieve previously deleted Macros, such as an ArchiveSubmitted

    We have confirmed with Intercom that there is currently no way to restore deleted Macros. This would be a great feature to have, in case it’s discovered that deleted Macros are needed further down the road, or in case Macros are deleted in error. Such a feature could include an Archive option or similar, and possibly a customizable timetable for how long Archived Macros are available. Thanks! 

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    Forum|Forum|1 year ago
    D
    Daniel IsleyNew Participant

    Add a participant or CC via workflowSubmitted

    Some clients request that a specific email address be added to all of their support inquiries for their tracking purposes. As of right now, we must manually add their email address as a participant or CC. It would be a great time saver (and ensure 100% compliance) to be able to use the existing rule of email domain contains: “example.com”, to trigger the addition of an email address as either a participant or as a CC in a workflow. 

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    Forum|Forum|1 year ago
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    OnsiaNew Participant

    Ability to designate teammates as shift supervisorsSubmitted

    Many team rotate shift supervisors throughout the day that are online to help triage conversations/tickets and the first point in contact to support a teammate with an escalation. Proposed idea: The ability to set a workspace ‘topic’ that is pinned at the top for easy viewing on who is the designated Shift supervisor at the moment or even a free-text field that can provide key internal updates to the team online. Think of how Slack offers channel ‘topics’ which teams can use in a variety of ways to get high-level spot updates across the entire channel.  

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    Forum|Forum|1 year ago
    S
    Smartr365New Participant

    Conditional (Reflexive) formsReleased

    I'm interested in enhancing our forms with dynamic options that adapt based on the user's selections. For instance, if a user selects option A, they would then see additional fields related to option A. Conversely, if they choose option B, they would be presented with fields pertinent to that option.This functionality is particularly beneficial for our Incident form. When a user identifies a specific system area that is malfunctioning, we want to present them with tailored options that will aid us in gathering more detailed information for our troubleshooting process.

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    Michaela Hone
    Forum|Forum|1 year ago
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    PascalineNew Participant

    Hi ! As advised by @daniel m15​  , I post my feature request here 😊Released

    Hi ! As advised by @daniel m15​  , I post my feature request here 😊  I would like the option to merge tickets to be available in the Inbox. When we have two different tickets that are basically on the same issue, we wanted to merge both of them into one. We already use the duplicate detection and the associated closing if needed but for the management of our files and the follow-up of the requests we would sometimes need to merge the requests.  It is a functionality that we had in our previous customer relationship management tool and we are surprised not to find it here. Thanks and have a nice day 😉  

    4
    Michaela Hone
    Forum|Forum|1 year ago
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    felipe.arquemanNew Participant

    Sub-categories for conversation dataReleased

    I'd like to create dependencies on my custom fields.I have a custom field that tells me the main subject of a conversation, but it would be great if I had the option of breaking the subject into specific subjects. It would lead me to more visibility on the subjects that are being asked the most.  For example:If I have a conversation data point called Category with a list of relevant things about our product, I would like to create a Sub-Category conversation data point that allows me to break this done. 

    4
    Michaela Hone
    Forum|Forum|1 year ago
    W
    Wai-man FungNew Participant

    Attribute dependencies for TicketsReleased

    Would like the ability to do attributes based on dependencies so if a specific attribute value is selected then another attribute field would pop up to add information in. This is specific to things where additional context is required.

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    Michaela Hone
    Forum|Forum|1 year ago
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    Albert BNew Participant

    Is there a way to merge conversations? Often times users will email us multiple times with the same query, and it would be useful to be able to merge these into a single threadReleased

    Is there a way to merge conversations? Often times users will email us multiple times with the same query, and it would be useful to be able to merge these into a single thread

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    Michaela Hone
    Forum|Forum|1 year ago
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    Orla PNew Participant

    we​ really need a way to merge conversations.Released

    @eric f11​ really need a way to merge conversations. Is this coming soon? 

    8
    Michaela Hone
    Forum|Forum|1 year ago
    Lee
    LeeNew Participant

    I'd like to show conversation data to agents conditionally based on attributes selectedReleased

    Our team has been utilizing Zendesk for a while now, and we've found that it provides excellent ticket field options. One particularly useful feature is the ability for certain fields to appear conditionally, depending on what's been selected in other fields. Let's say we're discussing a shop and I've got 1000 fields. One of those fields is where agents choose the product type. I want only the fields related to that product type to be visible for the agents to select. For businesses that offer a wide array of products or services, this would be a significant victory as they require a comprehensive way of capturing diverse details on each of them.

    12
    Michaela Hone
    Forum|Forum|1 year ago
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    EthanNew Participant

    Reporting for One-Touch ConversationsArchived

    Hey Intercom Community,I’m looking to create a report to where I can identify conversations where an agent only sent 1 response and 1 response only. That response was then satisfactory and the conversation is then closed. What’s the best way to gather all of those conversations in a report?From my end, I see ‘Replies per conversation’ as a Metric, but that doesn’t seem to be exactly what I want to accomplish here. What would you all recommend to accomplish this? Thanks and let me know if there are any questions! 

    7
    Michaela Hone
    Forum|Forum|1 year ago
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    valNew Participant

    Remove language picker from the Help Center headerArchived

    If our Help Center is only going to be in English, is it possible to remove the language picker from the header and drop “en” from the URL?

    4
    Michaela Hone
    Forum|Forum|1 year ago
    Brandon Foret
    Brandon ForetNew Participant

    Native Forms for requesting information from leads/usersArchived

    We primarily use inbound emails as our form of communication. Many times, it is hard to collect their qualification information specifically just a basic name. The “Ask a question” app that is created by Intercom helps, but it only allows one question at a time. It would be great to have another way to do this, or if that app was updated to allow you to add multiple questions.

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    Michaela Hone
    Forum|Forum|1 year ago
    Nurit
    Innovator ✨
    NuritInnovator ✨

    Enable Canvas Kit Sheets/ iframe for inboxArchived

    Enable Canvas Kit Sheets/ iframe for inbox

    4
    Michaela Hone
    Forum|Forum|1 year ago
    Brandon Foret
    Brandon ForetNew Participant

    Wix IntegrationArchived

    It would be so useful if there was a native app that could be setup between Intercom and Wix so that data would automatically transfer in between the two without having to setup complex API’s for us that are on small teams with no in-house developers.

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

    Add keywords to help articlesSubmitted

    It would be extremely helpful to have the ability to add keywords to an article, making it easier to find. For instance, on our platform, users can invite colleagues to collaborate within the tool. While we use the term “Invite,” users might search for “Add colleague,” “Connect with colleagues,” or other variations. If their search terms don’t match our exact wording, relevant articles may not appear in the results.Being able to assign keywords to articles would ensure they are discoverable regardless of the terminology users choose.I came across a suggestion in the Support forum to include a callout section at the bottom for keywords. However, since these keywords would be visible to users, this approach isn’t ideal.Additionally, it would be great if the bot could leverage these keywords to identify relevant sources when responding to users’ questions.

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    Michaela Hone
    Forum|Forum|1 year ago
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    LunarNew Participant

    Request for new conversation state "Wait for customer reply"Submitted

    The snooze functionality takes way too many clicks and modifications (snooze 7 days) and does not suit the needs for working on a case with longer threads. We currently use “Close conversation” as the only viable option that meets our requirements, but then we do not know how many cases we should expect a reply from and which ones are actually closed. With a state like “waiting for customer reply” we could easily understand how many conversations we should expect a reply from and we can easily build automated reminder flows that pushes for answers and eventually closes the conversation. 

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    Forum|Forum|1 year ago
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    ValentinaNew Participant

    .log file extension not supportedSubmitted

    Hello,When our customers send files with extension .log Intercom tickets are not able to capture it, so the attachment is not showing. In my company our support team needs to be able to receive and view such logs to resolve technical issues..log files are not listed here as unsupported but your Customer Service team confirmed they are not supported.Could you please make them available to view in tickets?

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

    More auto-close abandons options for FINSubmitted

    Context/background: I’m currently trying to boost or promote our “Talk to a person” button at the end of Fin conversations.  Currently, they’re rather small and unintrusive, so customers often don’t know they can access Live chat with the team or human that way. So they often abandon the conversation. One idea I tried was to add a message when customers become inactive, to prompt them to click the button.   However, it looks like the original buttons get hidden when inactive. So, while I’ve amended this so users know to open a new chat to do this, but this isn’t ideal. Idea(s): So following this, I have 2 ideas:Idea 1: More options for when customers are inactive: E.g. a workflow, or custom answer. Setting for how long users can be inactive before the live chat it closed. If possible, options to highlight the buttons. Idea 2: More customisable options for buttons. It would be nice to have the buttons be bigger. Maybe get these to pop-up or highlight after a while. 

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    Grace Ndabananiye
    Forum|Forum|1 year ago
    A
    Alexandra DannaNew Participant

    Create alerts for changes to tracker tickets and back office ticketsSubmitted

    Current StateUpdates to tracker tickets do not impact the state of the primary ticket while back office tickets’ updates will impact the primary ticket.IssueOur Support teams, primarily our Technical Support teams, have to design different workflows (not the product feature) to manage back office and tracker tickets. This leads to missed updates on tracker tickets when Jiras are updated or resolved.RequestIt would be great to not only align on the behavior of these two ticket types but to also create a feature that allows the owner of the back office or tracker ticket to alert the owner of the primary ticket when a ticket has been resolved. This alert could be something as simple as an indicator on the ticket in the inbox or an option at the time of resolution to say, “yes, reopen the primary ticket and alert the ticket owner.”

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

    A/B Testing for all workflowsSubmitted

    I think being able to A/B test not just outbound (when user visits a page) workflows, but all workflows, could be highly beneficial for testing out changes (in policies, handling etc) before committing to them. This could especially be useful creating an A/B testing PATH inside a workflow - trying to see how customers react to FIN for example, before feeling comfortable setting it live.

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    Noam Ben Harush Shani
    Forum|Forum|1 year ago

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