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Hi Intercom Team,

I’m writing to express my frustration regarding an ongoing issue that I first reported on April 11 and followed up on June 15. The issue involves IME (Input Method Editor) languages like Korean, Japanese, and Chinese, where pressing CTRL + ENTER to send a message causes the last character of the input to be duplicated and sent again.

On April 11, Emily from your team responded with the following:

"Hey again Eric! 👋
This was actually recently tested and confirmed as a bug by our engineers so it has been added to our backlog to be fixed.
For greater context, our product team prioritizes bugs based on the severity of the issue and how widespread of an experience it is with customers. To provide insight on expectations, issues like this may not be actioned for some weeks. This timeline is based on the team's current existing log of issues and upcoming feature releases which is subject to change.

So what happens now?
Now that your issue has been logged to be fixed, I will wrap up this conversation. Please note that I will reach out to you as soon as I receive any new information about this bug. If you don’t hear from me, then the engineering team is still working on it. Rest assured, as soon as the bug has been fixed, this conversation will automatically re-open on my end and I will follow up with you.

Do you have any further questions before I step away from this conversation until a fix is released?"

On June 15, I followed up again, and Karla provided a similar response, reiterating that the issue had been added to the backlog but offering no clear timeline for resolution.

Now, it has been nearly eight months since the original report and six months since the follow-up, yet this issue remains unresolved. The lack of progress and communication is deeply disappointing, especially considering the severity of the problem and its impact on IME language users.

Problem Details:

  • The issue occurs when sending messages using IME-based languages like Korean, Japanese, or Chinese.
  • When pressing CTRL + ENTER, the last character of the input gets duplicated and sent again.
  • This happens because IME languages require a composition process for combining keystrokes into a single character. Improper handling of the composition state triggers duplicate input.

Impact:

This issue disrupts real-time communication, causes miscommunication, and creates inefficiencies for users and teams who rely on IME languages daily. It is a critical blocker for smooth usage of Intercom in multilingual environments.

Request for Update:

  1. Could you provide the current status of this issue in your backlog?
  2. When can we expect a resolution?

It is extremely frustrating that despite being reported in April and followed up in June, no progress has been made. I understand that bug prioritization depends on severity and scope, but this issue has persisted for far too long without meaningful action or communication.

I urge you to address this with higher urgency and provide clear updates on the progress and timeline for resolution.

Thank you for your attention to this matter.
 

similar issue for Japanese IME input (where incomplete text was mistakenly sent when pressing the Enter key) has already been resolved, as noted in the thread below:

 

Hey ​@SeongHoon Ryu - Thank you for your candour here, and I hear you regarding the timeliness of getting this resolved for your team. Please know that we have advocated to weight this as heavily as possible in our Engineering team’s current prioritisation of work to be done.

 

I can see that you were in touch with the team last week regarding this - we will be sure to relay any new updates, or ideally a resolution, that is surfaced from our engineers via this Conversation.

 

More generally speaking, I’ll also share this challenge you’re facing as feedback for our team to look for ways to increase our speed of resolutions in the future. If you have any other thoughts or input for me on the handling of this issue you’ve flagged, please let me know and I will include that for our team to review!

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