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2 years ago

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Casey VergaraNew Participant

Feature Request: Resizable Reply ComposerSubmitted

Feature Request: Resizable Reply ComposerIt would be great to have an option to expand/resize the reply composer in Intercom while typing, especially for longer replies.Ideally, we could expand the composer vertically to give us more space to see and review what we're writing, then collapse it back down when we're done.Why would this be helpful?When writing longer replies, the current composer can feel a bit cramped, making it harder to review the full message before sending. Having a larger, expandable writing area would make it easier to: Review longer replies before sending Edit and proofread without constantly scrolling through the text Get a better overview of the entire response Work more comfortably when handling detailed or complex tickets Even a simple expand/collapse button or a draggable resize handle would make a big difference.This would be especially useful for Support, where replies can sometimes get a little... essay-ish. 😂

Joris WitkampNew Participant

Add more ways to fix: "Fin did not try to answer because the sender could not be authenticated"Submitted

When Fin is deployed over E-mail there is a DMARC security (setting) before Fin will answer to the e-mail. In my case; like 20-30% of the incomming e-mails aren’t getting answered because of this problem: "Fin did not try to answer because the sender could not be authenticated"Fin escalates the conversation immediately, even when Fin could answer the e-mail so easily. Right now, there aren’t any options to troubleshoot this problem or any triggers to solve it automatically. So my question is: Can you guys find a way to automate the process what fixes the error and so can Fin the e-mail that was sent in the first place?

Søren PedersenNew Participant

Use the ARC seal from trusted forwarders in Fin's email authentication checkSubmitted

When Fin is deployed on email, the setting "Prevent Fin from processing emails that fail authentication (DMARC)" only checks the authentication result when the message reaches Intercom. It ignores the ARC seal that a forwarder adds.Many teams don't receive email at Intercom directly. Their support address is a Google Workspace or Microsoft 365 mailbox that forwards to Intercom. The forward changes the server that delivers the email, so SPF fails for every sender who doesn't sign with a DKIM key for their own domain. Most Microsoft 365 customers on default settings are in that group. Their DMARC result then fails, and Fin skips the email, even though it was genuine and passed authentication when it reached our mailbox.For us, 26 genuine customer emails were skipped in 10 days. Turning the setting off isn't a good option, because it's the only thing stopping Fin from answering forged emails.Request:1. Let a workspace mark its forwarders as trusted (for example Google Workspace or Microsoft 365, or specific domains). For mail from those forwarders, Fin should use the authentication result recorded in the forwarder's ARC seal. This is how Gmail and Microsoft 365 themselves handle forwarded mail.2. As an alternative or addition: when an email fails the check, let Fin ask the sender for the one-time code before it runs any data connector, instead of skipping the email.Related: "Add more ways to fix: Fin did not try to answer because the sender could not be authenticated".

Nicolas RegnardNew Participant

Allow Automated Replies (Workflows / Fin) to Reset Inactivity Timers SummarySubmitted

Feature Request: Allow Automated Replies (Workflows / Fin) to Reset Inactivity TimersSummaryAdd a configurable setting within conversation triggers/workflows (e.g., “Customer hasn't received a reply in X days”) to allow automated workflow messages or Fin responses to count as a valid reply, thereby resetting or stopping the inactivity timer.1. The ProblemCurrently, the inactivity timer for unanswered conversations only resets when a human teammate manually replies. Automated messages—such as status updates sent via Workflows or AI-driven updates from Fin—are ignored.This causes automated reminder/escalation workflows (e.g., tagging a ticket as neglected or escalating after 3 days) to trigger even when the customer has already received an automated update or resolution in the meantime.2. The SolutionIntroduce a toggle or dropdown in workflow inactivity triggers: "Count automated replies as activity" (Toggle: On / Off) Or a scope selector: "Considered as a reply:" Teammates only (Current default) Teammates + Workflows / Bots 3. Real-World Use Case Workflow A: Sends an automated progress update to the customer on Day 2 ("We're checking with logistics, hang tight!"). Workflow B: Built to flag tickets left unanswered after 3 days. Current Outcome: Workflow B fires regardless, falsely tagging the ticket as neglected. Desired Outcome: Workflow A's message resets the 3-day clock because the customer has already been updated.

Anastacia ANew Participant

Ability to react to Customer messages with EmojisSubmitted

Wanting the ability to react to customer messages not only on internal notes. This is good for channels like slack where an emoji could be seen on the inital message to signify action is being taken without having to go into the thread.

David V.New Participant

Feature request: locale support for articles in the Intercom MCP serverSubmitted

Hello,We use the Intercom MCP server to create and maintain our Help Center articles with Claude, and we'd like to request support for article translations.Our Help Center is published in 7 languages (fr, en, de, es, it, nl, pt). Every article we write or update in French has to be carried over to the 6 other languages.Today, create_article and update_article only act on an article's default locale. get_article can already read a translation through its locale parameter, but there is no way to create or update one. Translations therefore still have to be added by hand in the Intercom editor, one language at a time.What we'd need:- a locale parameter on update_article (and ideally create_article), to create or update a given translation's title, description and body;- the option to save that translation as a draft, without unpublishing the article's other languages or its live version.The REST API already exposes translated_content on articles, so this would mostly mean making it available in the MCP server.Could you tell us whether this is planned, and if so, roughly when?

Daniel M BNew Participant

Make translated_content from the API available in the MCP tool (claude)Submitted

Would it be possible to make translated_content in the connector you have made for claude? Currently we have help center articles in multiple languages, but if we use Claude to assist in writing articles, we can only have them created in the same language which is set as default. This limitation makes it difficult incase we want to do mass edits. I understand from your Finbot, that it is possible to have it added as fx. danish or norwegian translation through the translated_content in the api. But also that this isn’t available as part of the MCP tool

Nicolas RegnardNew Participant

Side conversation referencingSubmitted

Current behaviorSide conversations in Intercom allow teammates to collaborate with external partners via email or Slack from within a ticket. However, side conversations are not included in Inbox search, and the ticket (conversation) ID is not automatically included in the subject or body of those messages.ImpactThis makes it difficult to locate cases when searching by user name or other identifiers. It also complicates escalations to account managers who rely on the ticket ID to reference the case.Suggested improvementAutomatically include the ticket/conversation ID in side‑conversation header in order to facilitate side conversations lookup in the main Intercom search field, without relying on human . subjects or messages to improve traceability and searchability.

Aleksandr KislitsynNew Participant

Customization for the Spotlight search bar widgetSubmitted

The limited customization options for the Spotlight search bar widget make it difficult to fine-tune it on the website, which leads to user complaints (the option to “disable the widget” is not a viable solution). Suggestions:1. Add the ability to move the widget to any part of the screen2. Add the ability to change the widget’s size and shape3. Add the ability to temporarily hide the widget using a button on it

Nilutpal BoseNew Participant

Add MTTR, MTTI, and SLA Columns to the Portal Customer Ticket ViewSubmitted

Feature Request: Add MTTR, MTTI, and SLA Columns to the Nile Portal Customer Ticket ViewSummaryWe have integrated Intercom with the Nile Portal; however, the customer ticket view currently supports only a limited set of columns. We would like to request the ability to add additional ticket metrics, specifically MTTR (Mean Time to Resolution), MTTI (Mean Time to Identify), and SLA status.Problem StatementCustomers use the Nile Portal as their primary interface to track support cases. Currently, these key support metrics are not available in the customer-facing ticket view, and there is no option to customize the portal by adding additional columns.As a result, customers are unable to quickly view critical support KPIs without requesting separate reports.Requested Enhancement Add the following columns to the customer ticket portal: MTTR (Mean Time to Resolution) MTTI (Mean Time to Identify) SLA Status (Met/Breached/In Progress) Allow administrators to configure and customize the columns displayed in the customer ticket portal. Make these fields available as default or optional columns in the ticket list view. Business Justification MTTR, MTTI, and SLA are industry-standard support metrics. Multiple customers have requested visibility into these metrics directly within the portal. Eliminates the need for manual monthly reporting. Improves transparency and customer experience by providing real-time operational insights. Reduces the effort required by support teams to generate custom reports. Expected OutcomeCustomers should be able to view MTTR, MTTI, and SLA information directly from the Nile Portal ticket view without requiring manual reports or additional support intervention.

david meakinActive User

Report on tickets in progressSubmitted

HiHow do I create a report on the tickets in progress there are metrics for new tickets and time to resolve etc but no basic report for in progress tickets.I need this in order to break this down into more useful stats. The data export cant offer what I need either due to conversation data not being stored within a ticket. Which is what I need to create a useful report.Thanks for any help.

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18 hours ago

Pamela Van GasseActive User

Conversation export to PDFReleased

For now, it is only possible to export a conversation/ticket to a .txt format.It would be nice to have it in PDF format, including a nice layout.Our teammates for example export tickets to send them to a Service Manager for escalation.

4

18 hours ago

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Alia ANew Participant

Can change status’ from ‘Can manage teammates, seats and permissions’Released

Right now, changing a teammate’s Away status requires the same permission that also grants access to manage teammate permissions and seats. This creates a security risk because it forces us to give broader access than needed.Please split this into a dedicated ‘change status only’ permission so we can allow Away status changes without exposing seat and permission management.

1

19 hours ago

Angel HorowitzActive User

Procedures - Ability to Send TicketSubmitted

Problem to Solve:We still have people that are AI-adverse, so there are some instances that we’d like to be able to send a form for the customer to fill out since it has drop down options and other things that work better for people that don’t want to go back and forth with AI. Right now it doesn’t look like we’re able to have Fin send a form using procedures, it looks like it has to be built as a workflow and then the procedure fires off that workflow. Seems counterintuitive instead of it just being able to send a ticket the same way it’s able to handoff to ticket.Request:Add the ability for Procedures to be able to send a black ticket for customers to fill out.

1

21 hours ago

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RaziNew Participant

Views: Ability to duplicate columns and their orderSubmitted

It would be great to be able to duplicate views along with the selected columns and their order.Use case: team leads have several agents in their team, we pin/save views for each agent to view and track the ticket progress. There are specific columns needed in such views, same set of columns for all agents. and right now it takes a lot of time to recreate the views by adding the ones we need and hiding the unnecessary ones, then changing their order.

Yedidiya NebebeNew Participant

Abounded conversation respecting the inbox limitSubmitted

Currently the only options for unassigned calls are:Turn "Route unassigned calls" on: Calls are then assigned shortly after they end, but the assignment does not respect inbox limits. Keep it off a: someone manually picks it up. What I'd like to see is a third option: when a call ends without being assigned to a teammate and lands in a team inbox, Balanced Assignment should automatically take over, assigning it to an available teammate while respecting their individual inbox limits. This would ensure that abandoned calls don't remain unassigned indefinitely, while also preventing teammates from being assigned more conversations than their capacity allows.

EmelineNew Participant

Attribute CSAT scores to the agent who handled the conversationSubmitted

Current issueIn Intercom, CSAT scores are linked to the conversation and attributed to the last agent who closes it. If a conversation is reopened and handled by another Care agent after the customer has already submitted their CSAT rating, the score may be attributed to someone who did not handle the original request.This leads to inaccurate and potentially unfair individual performance metrics.Suggested improvementAllow CSAT scores to be attributed to the agent who actually handled the customer's request before the CSAT rating was submitted, rather than the last agent to close the conversation.Expected benefitCSAT is intended to measure the quality of an agent's work, not the conversation itself. Linking the score to the relevant agent would ensure more accurate individual performance tracking and fairer evaluation of Care team members.Ideally, this attribution logic should be configurable to accommodate different team workflows.

Christoffer Konstantin RavnConnector

Merge tickets as Side Conversation on destination ticketSubmitted

I often want to link tickets from separate praticipants, but do not want to "merge" in the sense that all receive future emails in the same conversation.I would like it to be possible to merge a ticket into another conversation as a "Side Conversation".

Patrick LEMOS CAIXASNew Participant

Allow multiple companies on a single ticket (or parent/child company visibility in the Customer Portal)Submitted

Hi Intercom team,We use Customer tickets and the Customer Portal (Expert plan) to give our B2B customers visibility on support tickets. Our customers are organised in several levels: a transport network, a regional division, and a national group (e.g. Transdev, Keolis, RATP Dev). We model each level as a Company in Intercom.Two feature requests: Multiple companies on a single ticket. Today a ticket can only be associated with one company. A bug affecting one network should be visible to that network, its regional division and the group headquarters at the same time. Right now we have to pick only one level, which hides the ticket from the others. Alternatively, a portal option where a parent company automatically sees the tickets of its child companies would solve the same problem. Raise the limit of 100 granted companies per contact. We use granted access to give our support team a full view of the portal, but we manage over 340 companies, so the limit prevents us from seeing what each customer sees. Happy to give more details or join a call.Thanks,Patrick Lemos Caixas, Pysae

Services PartaNew Participant

Let admins set the default audience for API-synced content import sources in the UISubmitted

Content import sources created through the AI Content API (sync_behavior "api") have no Settings or Target tab in the UI. "Open settings" is greyed out for them in Knowledge → Sources and in Fin AI Agent → Train → Content. For website sync sources, the same menu opens Settings → Target → Audience control, where an admin picks a default audience and adds audience rules.Support confirmed this is expected today: for API-synced sources the default audience can only be set through the API (audience_ids and apply_audience_to_existing_content on the content import source).Why it matters:Many teams split the work. One team creates content in an external tool that syncs it into Fin. Another team owns Fin audiences in Intercom and never touches that tool. Today that audience owner can only change audiences page by page, and every new page from the source arrives as "Everyone". An app that syncs content has to request audience scopes, pull audience names and IDs, and build its own audience picker just to cover this. That goes against least privilege and moves audience decisions away from the people who own them in Intercom.What we'd like: the same Target / Audience control for API-synced sources as for website sync sources, so workspace admins can set the default audience and audience rules in Intercom, while the app keeps managing only the content.

Danielle MoermanNew Participant

Ability to show videos in Fin chatSubmitted

We currently have users requesting video tutorials. We’ve added a tutorials section to the Intercom help area, but right now it either just mentions the video or gives a number for the article. It would be a lot cleaner if Fin could also just show the video in the chat, or even link directly to the video itself without showing a number pointing to an overall article.

Arnaud VillenaveNew Participant

Help Center pages fail Core Web Vitals (INP) since mid-August 2026 – impacting customers' SEOSubmitted

Since around August 11, 2026, Google Search Console reports INP issues (longer than 200 ms, mobile) on our Intercom-hosted Help Center (help.libon.com).Before that date, we had no INP issues at all. Today, 261 URLs are affected, with a group INP of 223–227 ms, and the number keeps growing.Nothing changed on our side around that date: help.libon.com is a simple CNAME to eu.intercomhelpcenter.com, and we have no control over the Help Center's code, scripts or hosting. The sudden jump points to a change on Intercom's side (a Help Center release or infrastructure change around August 11). What we measured:Real-user data (PageSpeed / Chrome UX Report): Core Web Vitals fail on INP (213 ms). Real-user TTFB is 1.4 s. HAR capture (Slow 4G): 21 JavaScript chunks from static.intercomassets.eu (~400 KB) must download before the page finishes loading at ~4.5 s, delaying fonts until 3.4 s. The Messenger then adds ~285 KB. Lighthouse: Total Blocking Time 440 ms, render-blocking requests (est. 1.3 s savings), more than half of the Intercom JavaScript unused on page load.Since Google uses Core Web Vitals as a ranking signal, this directly affects the SEO of every customer using the Help Center, and customers have no way to fix it themselves.Request:Investigate what changed in the Help Center around August 11, 2026 and its impact on INP. Reduce and defer the JavaScript loaded on Help Center pages. Provide a native option to defer the Messenger on Help Center pages.Other customers: if you host your Help Center on Intercom, check Search Console → Core Web Vitals → Mobile. If you see the same jump in mid-August, please upvote and share your data here.

Katherine AllenNew Participant

Customize message users see when Ask for input (beta) is on, plus enable ability to edit Fin AI's drafts directlySubmitted

On Human in the Loop escalation rules (Ask for input) on chat, which is currently in beta, users who chat in to our Intercom see 'Let me check with the team. I'll be back shortly.' Can we customize this wording? It appears that it is hardcoded. I would like to be able to customize this wording. When the agent on our side receives Fin’s draft, I want the agent to be able to edit Fin’s draft directly instead of making suggestions for edits via chat. That would make it a lot easier to be precise. I also want Fin to be able to record that edit automatically so it understands and can learn how to tune its AI responses to our edits.

Mayato HattoriNew Participant

Ability to preset CC email in macroSubmitted

We use Macros frequently within the Support team, and sometimes need to loop in other teams depending on the topic, such as the Security team.Currently, we use a Macro and then manually add other teams to CC. Since this extra step can be cumbersome, it would be wonderful if Intercom could support pre registered CC email addresses within Macros.

Kaz ShepherdNew Participant

Conversations Moved from Spam to Inbox lack original created dateSubmitted

When reviewing conversations in the spam folder, if you come across one that isn’t spam and want to move it to the inbox, the created date of that resulting inbound is the date/time it was moved out of spam, rather than when the email or conversation was initially received.This makes sense if it’s capturing the date that the conversation record was created in Intercom, but we have no reference to when the inbound was received (and thus how long the user has been waiting) when answering it in the inbox. Would love to at least have that insight within the conversation, but ideally the created date would reflect when it first came into the system/was caught in spam.