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    3164 Ideas

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    Ben HizakActive User

    Create Ticket pageSubmitted

    Allow a page which allows clients to create ticketlarge window (not chat) Client can /required set the respective fields for that type of ticket Example from Zendesk:Example from Atlassian: 

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    Forum|Forum|1 year ago
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    Phil RosenbergerNew Participant

    Workflow Phone Reply OptionsSubmitted

    I’m setting up a workflow for support related phone calls. I like the Reply Options feature, it works well to help direct our callers to the right department. It would be helpful for me if I could specify a default option that gets chose if there is no input from the caller. Something like “Press 1 to setup a callback or wait on the line for the next available specialist” would be helpful for the specific screenshot example I attached. Another option that might be useful is one for repeating the menu.  At the very least, a timer to have the options listed again would be nice. Something like, “press 5 to hear these options again” would also be useful. Currently, there is a “start over” option, but that takes the caller back to the beginning of the workflow itself. Thank you!  

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    Forum|Forum|1 year ago
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    Jon A12Connector

    Voice to text?Archived

    Hello, can i write articles using my voice instead of typing? Or is it on the product roadmap at all?

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    Forum|Forum|1 year ago
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    sonesuNew Participant

    Don't make tooltips reappear when users clear cookies. Series don’t relaunch—why should tooltips?Submitted

    We heavily rely on series and tooltips for product adoption and onboarding, as we launch new features every quarter.All our users are logged in, and Intercom detects them.For series, checklists, and posts, Intercom does not trigger them again, even if a user logs in from a different device. However, tooltips reappear because they rely on cookies, making it seem like it’s the user’s first time seeing them.This can be frustrating for users who have already adopted the feature.Could tooltips be based on user identification instead of browser/device cookies?

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    Forum|Forum|1 year ago
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    KhaftkoNew Participant

    Articles sync with Google DriveSubmitted

    My team and I have around 4k+ articles, and we update them on a daily basis. Since we keep the backups in Google Drive, we also have to update them manually each day, which takes up a lot of time.It would be great to be able to sync articles or sections of articles to specific Google Docs or Folders so that the synchronization could be done either by clicking a button or automatically on a regular basis (once a day/a week/a month etc). It can be either a one specific article connected to a specific google doc, or the section of articles to a folder etc.

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

    Remove folders without removing contentSubmitted

    I deleted a folder from my Knowledge view containing snippets. I just wanted the folder deleted, not the content (which should have still been kept in the main "Content" folder). I clicked too fast, not noticing that deleting the folder also deletes the content (odd, if you ask me).  Luckily, I remember what 7 of the 9 snippets were about, but still a hassle having to re-write them. Feedback for future development: Add an option on whether you want to delete just the folder or the content as well if you remove a folder from the Knowledge hub.

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    Daniel Rönnberg
    Forum|Forum|1 year ago
    V
    Vince CrivelloNew Participant

    Filter Report for This WeekSubmitted

    Please add a preset Date filter for reporting that allows for viewing “This Week”.Whether “This Week” starts with the previous Saturday, Sunday, or current Monday, I’m indifferent, but this would be a massive help for our CS org

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    Forum|Forum|1 year ago
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    Nicholas BaggettNew Participant

    Option to Hide Data Field Names Inside Conversations when Collecting Data from a UserSubmitted

    I would like the option to have the ability to hide the data field name from a user, when collecting the data. This would be particularly useful for cases when the naming convention of a data field is generalized for internal workflow purposes. For example, I have a general Custom Action that can update a Ticket Attribute. Thus, the fields for this action are named “Ticket Attribute Name” and “Ticket Attribute Content”. By allowing the user to update the “Ticket Attribute Content” field, I can easily collect their information and store it inside my ticket attributes. However, this is not a good look on my company and makes the automation look unpolished.In addition, we could see how this is useful for branching logic inside workflows based on data attributes that possess generalized names which can be used in several contexts. This will help to clean up my attributes in my workspace, reduce the number of Custom Actions I will have to create, and allow for companies to look more professional while maintaining tidy and efficient background logic.

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    Forum|Forum|1 year ago
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    ZachBNew Participant

    Add timers for tickets - allows task tracking for later billingArchived

    In other systems that generally include billable support features , there are generally start/stop timers on a given Ticket/Conversation.Solutions like this are ; HALO PSA, SuperOps, FreshDesk, etc.A simple timer module with hours input override would make this competitive for task/ticket time tracking systems.

    4
    Michaela Hone
    Forum|Forum|1 year ago
    Grace Ndabananiye
    Grace NdabananiyeNew Participant

    Export data from Fin Content areaArchived

    We use a separate Knowledge Base system to create the articles to add to the Fin Content area/to power Fin’s answers. While the bulk of these articles have been uploaded, we are needing to manually import the external content when new articles are created. To help with this, it would be useful to be able to download and export the data of the existing content added to Fin, as we could then cross-reference this with the articles we have on in the other Knowledge Base database. 

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    Michaela Hone
    Forum|Forum|1 year ago
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    David StanardNew Participant

    Full two-way email sync instead of just one-way forwardingArchived

    Ideally Intercom would support full two-way email sync for Office 365 so that email responses from Intercom inbox would appear in sent folder in Outlook. Other Help Desk providers have this feature.

    4
    Michaela Hone
    Forum|Forum|1 year ago
    A
    Aziz KhouryNew Participant

    Can I used custom Autocomplete Select fields in the data-collection workflow? mainly async loading itemsArchived

    Instead of loading each option in the Select fields, can we use a custom-field or loading the list via an API that we can provide? We have dynamic long list of items that I really don’t want to manually maintain on the Intercom UIIdeally, I am going to ask this anyways, I’d like to be able to import my own fields-widgets, or if you can support iframing them, with some sort of a postMessage back and forth DOM API, this way, you can support complete custom Fields Thank you 

    4
    Michaela Hone
    Forum|Forum|1 year ago
    D
    David StanardNew Participant

    New message_type to record phone call via APIArchived

    Currently, there is no method for 3rd party services like Aircall, DialPad, TalkDesk, etc to record a conversation for a call activity that was not triggered from within Chat. They each adopt slightly different hacks to log calls, e.g., record as a closed ticket, or record as a closed chat conversation. There should be a dedicated message_type in the API in order that calls can be distinguished from other conversations.

    4
    Michaela Hone
    Forum|Forum|1 year ago
    V
    Victor CapillaNew Participant

    iOS minimum version SPMArchived

    Hello!Recently, we’ve experienced an issue with the SPM dependency update. 2 weeks ago we increase the SDK version of Intercom for iOS from 9.4.4 to 16.0.0.Apparently all was good, the app does not crash, the Intercom functionality was so nice, and all the people were happy. But, after we deliver this new version, we found that all the users with devices where they are running iOS 12, the app does not open, the application crashes just by opening it..We discovered that the problem comes from the iOS 12 restriction since version 11.0.0. Having said that, I would like, if it should be valuable, to add the minimum target version for the SPM inside the Package.swift in order to receive a red alert when engineers update the SPM version with projects with iOS 12 as a minimum target? Not only for this case, for the future cases, it will be nice to have!Example: platforms: [ .iOS(.v13)] 

    4
    Michaela Hone
    Forum|Forum|1 year ago
    L
    LiborActive User

    Custon script for ArticlesArchived

    Currently, GA is the only tracking option for Articles. We would like to apply other tracking (in our case, Smatlook) as well. But there is no way to inject any script or GTM. Alternatively, it would be great to have other tracking options natively availble (Smarlook, Hotjar, Fullstory, Adobe Analytics etc.)

    4
    Michaela Hone
    Forum|Forum|1 year ago
    E
    Erin KActive User

    Status of TaggingArchived

    I wish there was a way that when I bulk tag a bunch of users from a series or something I could see the status. It doesn’t happen instantly, so it can be hard to know when all the users have completed tagging unless I know the exact number from all of the sources I’m tagging.

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    Michaela Hone
    Forum|Forum|1 year ago
    D
    Deni Vervloet ChvojkovaNew Participant

    Ruling on news itemsArchived

    We have customer from different countries hence we offer our website in three different language. When we post regular posts, we simply create them three times - one for each language and set the ruling. However, ruling is not possible on the new items. This is a shame as we really like the layout and would like to use it. Can you please add ruling to the new items as well?

    4
    Michaela Hone
    Forum|Forum|1 year ago
    A
    Aziz KhouryNew Participant

    Can I add/edit/remove FIN content & manage their audience via the API?Archived

    I have hundreds of PDF files, and many webpages that are behind a login, that I would like to push as content via the intercom API.I do understand the files and size limits, but willing to do the merging on my end and push to intercom programmatically. I definitely need to manage the audience of each “Content” instance as well via some rules like tags and other things.  I know the UI supports all that, but I’d like to do this via an API

    4
    Michaela Hone
    Forum|Forum|1 year ago
    Dianah Tripac
    Intercom Team
    Dianah TripacLeading the Community @ Fin

    Post-event question about workflowsArchived

    “How about copying components in workflows? Meaning one section needs to be made again with a couple of tweaks?”

    4
    Michaela Hone
    Forum|Forum|1 year ago
    T
    talfNew Participant

    Customize Tour Window sizeArchived

    Hi,We use a 1 step tour to create a what’s new announcement.We would like to customize the size of the window and have more flexibility with it’s design. 

    3
    Michaela Hone
    Forum|Forum|1 year ago
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    Krikor AilanjianNew Participant

    Multiple Identity Verification keys to make it easier to rotate keys.Archived

    We would like to rotate our Identity Verification key once a year. However, currently that means we’ll have to fully turn off identity verification during the rotation process. That’s not too easy at our company since it takes a couple days for changes to go out, so we’ll need to turn off identity verification while this is happening. If we could have 2 Identity Verification keys, we could make a new one, rotate to use the new one, and then once the key is being used everywhere, we could delete the old one (like we can for most other security keys) As it is we either have to not rotate, or do this thing where we turn off Identity Verification until we can make the change neither of which feel like great options to me.

    3
    Michaela Hone
    Forum|Forum|1 year ago
    Pierre G
    Pierre GActive User

    Multi-brand for TicketsReleased

    Currently multi-brand is not supported in Ticket creation. There’s no way to specify which brand to use when creating a Ticket in Intercom. This causes an issue where tickets may be shown to the incorrect audience. In our case, UpCart tickets display in AfterSell’s Intercom widget which causes confusion for both the customer and our support team. This is a large pain point and I’d like to include multi-brand in ticket creation. The video below goes in-depth into this: 

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    Pierre G
    Forum|Forum|1 year ago
    S
    Suresh ANew Participant

    Ability for Fin AI to read imagesReleased

    When an image is sent by an user, fin AI currently could not read it and help them. Can we add this functionality. Alternatively, if we try to move the conversation to an agent if an image is sent using the workflow condition, it can be conditionally routed for “attachments” but not “images”. Can we try to implement these which will help in better performance.

    3
    Michaela Hone
    Forum|Forum|1 year ago
    M
    Megan CarterNew Participant

    Add Slovakia as a supported languageSubmitted

    At the moment we’re unable to support customers in Slovakia on phones and also within the help centre.

    1
    Michaela Hone
    Forum|Forum|1 year ago
    Jessica Quinn
    Jessica QuinnNew Participant

    The ability to change the Workflow trigger at the beginning of a workflowSubmitted

    It would be great to be able to change the path from the trigger block at the beginning of a workflow to a different block other than Block A so that if you want to change the actions at the beginning of the workflow, you will not need to manually move them all to block A and instead you can simply change the path from the trigger block to a different block instead that you may have already created. For example: If you have branches checking criteria in block A and later make the decision to move the criteria to the trigger instead, you will then have to move whatever was next after block A manually to block A, you currently cannot add the criteria to the trigger audience + delete block A + create a path directly from the trigger to block B

    3
    Michaela Hone
    Forum|Forum|1 year ago

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