Product Wishlist

Brianna SteadmanNew Participant

Feedback on Ticket Notification EmailsSubmitted

Hi Intercom team,We’ve received feedback from one of our customers about the automated ticket reminder emails sent through Intercom. The customer mentioned that it’s difficult to identify which ticket the message refers to—especially when they have multiple open tickets.For example, the email notification simply says something like:“Just checking in, we haven’t heard back from you yet…”However, there’s no clear reference to the specific ticket or conversation thread (e.g., ticket subject, number, or summary). This makes it challenging for users to know which issue the email is about.It would be really helpful if these reminder emails included identifying information such as: The ticket or conversation ID A short subject line or summary of the ticket Or even a direct link to the relevant conversation This would make it much easier for users managing multiple requests to respond correctly and efficiently.Thank you for considering this feedback!

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Forum|Forum|3 hours ago

Ivan HavrylinNew Participant

Make the possibility to select channels for Email notification, so they are not sent in all channels you haveSubmitted

I want to be able to select which channels the Email notifications will work for; right now, I can only turn it on and off for the whole Workspace.Recently you added the Telegram channel, and the Email notifications are sent EVERY TIME if the user doesn’t reply quite fast, and this is very annoying and inconvenient.Also, there is another issue because of this: when the notification is sent, the channel is switched to Messenger(according to your support reply), and the Workflows with Telegram channel don’t trigger anymore, so there is basically no way to set up any Workflows for the Telegram channel with the convenience that they will work at all.

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Clémence LiquoisNew Participant

Automatic Translation of Help Center ArticlesSubmitted

Today, it is possible to easily translate content within conversations. However, the translation of Help Center articles is still not automated.This limitation creates a significant workload, especially when managing multiple languages in the Help Center.In the age of AI and given the rapid evolution of your tools, it feels surprising that automatic translation of Help Center content is not yet available. Introducing this feature would provide major benefits in terms of time savings, consistency, and overall efficiency.

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ImmortalNew Participant

Add date to Operator chatsSubmitted

Please add a date to Operator chats so we can easily see when a conversation with an Operator took place.For example, we need to perform a monthly check and currently have no convenient way to determine when we last contacted an Operator. Being able to see the date of each Operator chat would make this much easier.This could also be useful for other use cases where we need to track the history or frequency of Operator conversations.

ImmortalNew Participant

Switch between Monitors while reviewing a conversationSubmitted

Currently, the same conversation can appear in multiple Monitors. Sometimes this is expected because a conversation is relevant to several evaluation criteria, while in other cases it may appear in a Monitor but not actually meet its criteria.When reviewing a conversation in one Monitor, I’d like to be able to switch to another Monitor and evaluate the same conversation against its criteria, without having to leave the conversation, open another Monitor, and search for the conversation again.A “Switch Monitor” dropdown/button would make this much easier. It could show the Monitors where the conversation is available and allow us to immediately switch the evaluation context.This would be especially useful for teams that use multiple Monitors to evaluate different aspects of the same conversations.

Jonathan MateusNew Participant

Keep mentions as "seen" instead of disappearing from the Mentions inboxSubmitted

Currently, when a teammate views a mention (@mention) in the Inbox, it disappears from the Mentions section entirely. This creates a real risk of losing track of important conversations where you were mentioned. Our request is to change this behavior so that:1. Viewed mentions remain visible in the Mentions section, marked as "seen".2. Mentions are only removed from the list when the teammate explicitly dismisses them.3. There is a clear visual distinction between unread and seen mentions. This is critical for teams that rely on @mentions for internal collaboration and handoffs. When a mention disappears after being seen, there is no reliable way to go back and find the context of why you were mentioned — especially in high-volume inboxes. Expected behavior: Mentions should persist and be marked as "read/seen," not deleted from view. Current behavior: Mentions disappear once viewed, making them impossible to recover without searching manually. Thanks

Forum|Forum|16 hours ago

BreeNew Participant

Allow undoing the thumbs up / thumbs down feedback in Fin conversationsSubmitted

Agents sometimes accidentally click the thumbs up or thumbs down feedback in Fin conversations. Once submitted, the rating can’t be changed or removed. It would be helpful to add an option to undo or edit the feedback after it’s been submitted.

Forum|Forum|18 hours ago

Jaime Del Prado AbrilNew Participant

Preview of filled WhatsApp template before sendingSubmitted

When sending WhatsApp templates with variables, there is currently no way to preview the fully rendered message before it is sent. After assigning variables, users still only see the template with placeholders.It would be very helpful to have a filled preview that shows the exact message that will be sent after variables are replaced. This would make templates much safer to use when communicating with clients.

Forum|Forum|20 hours ago

Amelia JohanssonNew Participant

Duplicates filter when sending emails.Submitted

I’ts quite usual for us that user duplicates is created in Intercom. But PLEASE make it possible to sort out duplicates by email address. There can’t be a single person who needs the same email, to the same email address at the same time. Just give us an option to avoid duplicates when setting an email live “send to each email address once” or something like that instead of sending to each user as a standard.

BenSoloNew Participant

Suppressing Escalation Text over EmailSubmitted

We are looking to dynamically update FIN attributes on every single customer reply. To do this we pass conversations through a workflow where FIN is present every time a customer sends a new message. We use escalation rules to ensure that the conversation remains assigned to a rep. However, FIN sends generic escalation text. This is confusing for the customer and ideally we’d be able to suppress this text.Sharing as a feature request

AchiniNew Participant

Improve trend indicator for “Median ticket time to resolveSubmitted

Currently, the Median ticket time to resolve metric shows the comparison change in green when the resolution time has increased compared with the previous period.For resolution time, an increase is generally a negative trend, as tickets are taking longer to resolve. However, the green indicator can make it look like an improvement.Suggestion:Could the trend indicator consider whether an increase or decrease is positive for the specific metric?For Ticket time to resolve:↓ Lower resolution time → Green / positive ↑ Higher resolution time → Red / negativeThis would make the dashboard easier to interpret at a glance and better reflect actual support performance.

TonyFNew Participant

Simple, brand-aware one-off email sending — pick a brand, see the signature/logo before sendingSubmitted

We run a multi-brand support operation (several brand identities under one workspace), and sending a single branded email to one customer is currently more complicated than it needs to be, especially compared to other helpdesk tools we've used previously.Today, there are two ways to send a one-off email to a customer, and neither one gives a simple "pick the brand, see the correct branding, send" experience:Contacts → New conversation → Email — this is genuinely the simplest composer (no title, no draft/set-live state), but the brand-specific signature/logo is only applied invisibly at send time, based on whichever Brand happens to be set on the conversation. There's no live preview of the branding before sending, and the "From" address has to be manually matched to the intended brand — it's easy for these to get out of sync (we caught this ourselves live: a conversation's Team Inbox was set to one brand while the From address defaulted to a completely different brand). Outbound → Messages — this does let you build a branded template and see the logo/branding before sending, but it's built for campaigns: every message requires a title, has a Draft/Set live state, and needs a Fixed audience set up even to reach a single person. This is a lot of unnecessary overhead for what is really just "send this one customer a branded email right now."Requested feature: a simple one-off email flow (like option 1 above) that lets the sender pick which brand they're sending as, and then shows a live preview of that brand's logo/signature directly in the composer before sending — without needing to build or select a full Outbound campaign template, set a title, or manage a draft/live state. Effectively, we're asking for the branding-preview strength of Outbound templates combined with the simplicity of the one-off Contacts/Inbox composer.For businesses operating under different regulatory obligations per brand, this also isn't just a cosmetic issue — a customer receiving the wrong brand's identity on a confirmation email is a real compliance risk, not just an inconsistent-look problem.

TonyFNew Participant

Let macros populate the email Subject line, not just the bodySubmitted

Right now, macros in the Inbox composer only insert body content — the Subject line always has to be typed manually by the teammate before sending, even when a macro is being used for a very specific, repeatable scenario (e.g. a closure confirmation, a verification request, a bonus/promo response).For teams sending the same categories of email repeatedly, this means every send still needs a manually-typed subject, with no consistency guarantee and an extra manual step that's easy to forget or get wrong — especially across multiple brands/languages where the correct subject wording varies.Requested feature: allow a macro to optionally carry a pre-set Subject line, so that when the macro is inserted into an email reply or new conversation, the Subject field auto-fills along with the body. This would make macros function as true one-click email templates rather than body-only snippets, and would reduce inconsistent or missing subject lines across a support team.

Emily BernknopfNew Participant

Snoozing Cases for OthersSubmitted

Hey team, Some members of our team have cases un-snooze after their work day. People go in and snooze the cases again however, we just learned that when you snooze a case for a specific time, it snoozes it in your time zone and not the time zone of the person the case belongs to.Is it possible to change this so that it always defaults to the time zone of the case owner rather than the person snoozing it on their behalf?

Emily BernknopfNew Participant

Feature Requests for ScorecardsSubmitted

Hey team,Our support team have recently implemented Intercom Scorecards. I know this feature is in Beta, so I will preface this with hoping some of these features are coming soon. However, Customer Success wants to utilize the Scorecard they have implemented and found the following issues:When creating a new scorecard and adding existing scorecard criteria - if you make any edits to that existing criteria it changes any scorecard with that criteria - rather than allowing you to have a version of the same criteria. Some of the settings when using the same criteria do not automatically copy (rating reasons) meaning that you have to manually go in and set this up, when it should copy ALL existing settings. It would be great to be able to just duplicate and rename a scorecard rather than having to create a new one, and then copy the settings (that don’t all copy over). It’s very confusing. I would also like the ability to save view in the Scorecard so that I don’t have to filter each time. I would also like the ability to filter by Inbox rather than just reviewees.Thank you!

Erin KActive User

Ability to Duplicate ArticlesSubmitted

I would love the ability to duplicate articles. We have features within our application that everyone has access to, but it’s a little bit different based on which product they have. I am going to create Help Center content that is geared toward audience rules, but it would save me a lot of time to be able to duplicate and then only change things that need to be changed based on the next audience type.

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Pierre GActive User

API: Add Folders to Macro SCHEMASubmitted

The Macro schema does not currently expose folder information, which prevents macro folders from being used as programmatic identifiers.For example, we organize sales-related macros in a Sales folder. To build a dashboard for those macros today, we must hard-code every macro ID. Adding or removing a macro then requires a code change. Please add a folder_id to the Macro schema. This in turn will make it available in the Retrieve a Macro and List All Macros endpoint responses. With that, consumers could simply:Retrieve all macros Filter by folder_id (for example, 1234 for Sales)This would make macro integrations easier to maintain and enable more flexible filtering, especially if a Macro search endpoint is added in the future.

Melissa FoxNew Participant

Improve @Mention Search Filtering When Typing User NamesSubmitted

The @mention search functionality does not appear to continuously filter results as more characters are typed. For example, entering @Maria M still returns many unrelated names. The search should progressively narrow results and prioritize the closest matches based on the full text entered.

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User356New Participant

Keep the original customer message easily accessible in mobile ticket threadsSubmitted

Hi,On mobile, tickets do not show the ticket title or description anywhere in the ticket view. This makes it impossible for operators to understand the customer’s request without switching to the web Inbox.It would be very helpful if the mobile ticket view showed the ticket title and description, so agents can quickly understand the context and reply correctly on the go.Thanks.

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Pamela Van GasseActive User

Add tables in replies and notesSubmitted

At this time it is not possible to add a table in an email reply or note.We are currently migrating from Zendesk to Intercom and our teammates used to add tables is about half of their communications. So this is a big gap in the Intercom functionality.

5

TJBConnector

Pointless User panel changeSubmitted

Thanks for introducing a completely pointless feature where email address is now the ONLY field within User panel I CAN’T double-click to ctrl+C. Incidentally, the one field which most benefitted from that functionality. Having to click once > then double-click a hoverbox / navigate to a tiny [+] to copy via click, was clearly not implemented by anyone who has to use the User panel daily. What a waste of time, why would you do that?

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Patrick Payne (he/him/his)New Participant

Merge ConversationsReleased

Hey there, I would really like to be able to merge conversations. is that on the roadmap yet?

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Jack BrainardNew Participant

Add in ability to build a workflow off of how many chats a user has previously hadSubmitted

I was hoping to be able to set up a workflow to better identify when we have a first time chatter reach out. Ideally it would be something like; previous chats = 0 if so apply a note to the chat stating that this is a new user chatting in for the first time.

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Mor CohenNew Participant

Silence Escalation from Fin to a Human AgentSubmitted

Hey, There are many cases where we use Fin as the AI classifying tool and not necessarily as an agent that should react in the conversation. However, currently there is not an option to “silently” have Fin handover the conversation to a human agent, since Fin is always by default sends an handoff message. I would appreciate if this would be changed and we would be able to control if this message appears or not. Thanks