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Right now, the only way to view and create scorecard criteria is to go through a ‘Scorecard Edit’ popup window. Within that window, you must add the criteria in order to view its parameters. There is no place outside of that to see all the criteria in one place.Please create a page that allows users to see, create, and edit criteria without needing to open a ‘Scorecard Edit’ window. 

Right now the Intercom API and MCP connector can create, read, and search Help Center articles, but there's no way to work with Knowledge Hub internal articles. We'd love to see internal articles supported the same way.When trying to build a skill that creates Internal Articles for team use only, Claude tells me that The Intercom connector has no way to make internal articles, only public ones. 

Cap.so is not currently a supported video provider in Intercom, which means it won't auto-embed in Articles or outbound messages today. When you paste a video URL into the article editor, Intercom recognises a fixed list of providers - YouTube, Loom, Vimeo, Wistia, Tella, and others - and renders them as playable videos. A Cap.so URL would appear as a plain hyperlink or be stripped, depending on where it's inserted.This can be solved for hosted Cap by adding cap.so to the supported provider list. Related idea:However, if you choose to go self-hosted, the challenge would persist as the self-hosted domain would not be on the supported provider list.I foresee a massive exodus from Loom in the time to come (price + Atlassian admin burden). It has already begun.While Tella is an alternative, pricing is largely the same as Loom. Zero gain.Cap is much cheaper and more flexible and the self-hosting ability can be the decision driver for security/region-sensitive businesses.Let us use self-host

Cap.so is not currently a supported video provider in Intercom, which means it won't auto-embed in Articles or outbound messages today. When you paste a video URL into the article editor, Intercom recognises a fixed list of providers - YouTube, Loom, Vimeo, Wistia, Tella, and others - and renders them as playable videos. A Cap.so URL would appear as a plain hyperlink or be stripped, depending on where it's inserted. I foresee a massive exodus from Loom in the time to come (price + Atlassian admin burden). It has already begun.While Tella is an alternative, pricing is largely the same as Loom. Zero gain.Cap is much cheaper and more flexible.The provider list has been extended for Tella, Storylane, Zight and others in recent cycles, and adding Cap.so is a contained change.

The customer propose an UI change for the very first lead message inside Fin chat to the intercom team? Now for leads the e-mail can be required, which is good, but it is not telling WHY the lead cannot send the message when the e-mail is not typed in. Adding some red asterix to the form for e-mail address might solve this confusion.

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.

It would be great to see where a Dyamic Content block has been used (a list of articles which could be clicked on). 

When working with articles and using the dynamic content option, I don’t see an option to use background color in callout. This works when creating articles in general, but not when using dynamic content option.

We would like to request the ability to configure role-based knowledge visibility within Intercom Copilot, allowing administrators to control which knowledge articles and guidance are accessible to agents based on their support tier, team, or role.Business ContextOur support organization operates within a tiered escalation workflow. Tier 1 agents handle initial troubleshooting and workflow steps before escalating to Tier 2 agents, who continue the process and follow additional guidance.As we scale our knowledge base and AI-assisted support workflows, we need to ensure that Copilot surfaces the appropriate guidance based on the agent’s role and responsibilities.We would like to understand whether Copilot can distinguish between agent tiers and restrict the retrieval or display of content accordingly.Requested FunctionalityWe would like the ability to: Configure knowledge articles or content sources to be accessible only to designated agent roles, teams, or support tiers. Restrict Copi

Currently, Tracker tickets cannot be filtered by company because the company is not assigned directly to the ticket. Instead, the ticket is linked to customer reports, and those reports belong to users who have a company associated.However, this relationship is transitive:User → belongs to a company Customer report → belongs to that user Tracker ticket → linked to the customer reportBecause of this, it would be very useful to allow filtering and viewing Tracker tickets by company in the Inbox and reporting views. This would make it much easier to track issues and bugs per customer organization, even when the ticket itself does not store the company directly.

“Call wrap up” should be non-selectable for agents (only set automatically after a call), since it’s currently a system reason that can’t be archived or hidden from the Away reasons list.If additional Call Wrap up time is needed, they can use a different custom away status like “Case Work”. Additionally “On a call” should not be selectable by any user” this should obnly be set via the system when an agent is on a call. 

We report on support performance every quarter (time to first response, time to close, SLA compliance), and each time we have to set a custom date range by hand.Using "Last 3 months" as a workaround doesn't work, because it's a rolling window. It doesn't match calendar quarters, so the numbers change depending on the day the report is opened.What we'd like:A "Last quarter" preset that selects the previous full calendar quarter (for example, 1 Jul – 30 Sep) Ideally also "This quarter / Quarter to date" and "Last month" Presets that stay applied when the report is saved, so the report always opens on the right period without editing the datesThis would save time for anyone running quarterly reviews and make the numbers consistent across the team.

It would be great to be able to add followers to a ticket instead of have to publicly cc internal teammates on tickets

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. 😂

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? 

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 Microso

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 (Cur

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.