{"id":28842,"date":"2023-04-05T16:16:50","date_gmt":"2023-04-05T15:16:50","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28842"},"modified":"2025-04-04T10:06:43","modified_gmt":"2025-04-04T09:06:43","slug":"built-for-you-march-2023","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/built-for-you-march-2023\/","title":{"rendered":"Built for you: Articles Views, new Checklists features, and more"},"content":{"rendered":"<p>More collaboration, better Articles organization, and a more stremlined onboarding process: welcome to the March edition of Built for You.<\/p>\n<p><span style=\"font-weight: 400;\">It was a busy March here at Intercom, and we\u2019ve got lots of updates to share. From Articles, to Checklists, to tickets \u2013 we\u2019ve added and upgraded features across the product that will help you to organize your team&#8217;s activities and optimize your customer experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s what we\u2019ve built for you this March.\u00a0<\/span><\/p>\n<h2 id=\"organize-your-articles-with-views\"><span style=\"font-weight: 400;\">Organize your articles with views<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">No more trawling through a sea of articles to find the ones you need. <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/7173335-create-custom-article-views\">Articles Views<\/a> allows you to create and save custom filtered views of your articles, tailored to your specific needs and workflows.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can now create custom views based on tags, collections, and more. Here are just some of the ways you can streamline your content management:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Organize your articles based on the features or products they relate to, using views filtered with article tags and collections.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Highlight articles that need to be refreshed or updated using a view that filters articles based on when they were last edited.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Review articles that need to be translated using a view that filters articles by their language and status.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-28843 size-full aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ArticleViews2.png\" alt=\"Article views Intercom\" width=\"1060\" height=\"842\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ArticleViews2.png 1060w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ArticleViews2-300x238.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ArticleViews2-700x556.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ArticleViews2-768x610.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ArticleViews2-600x477.png 600w\" sizes=\"auto, (max-width: 1060px) 100vw, 1060px\" \/><\/p>\n<h2 id=\"manage-your-channels-in-one-place\"><span style=\"font-weight: 400;\">Manage your channels in one place<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">One location, lots of different channels. We\u2019ve gathered all of Intercom\u2019s channels into one place alongside the Messenger, so you can immediately see what channels are available to you, set them up, and begin using them \u2013 all in one place.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28844\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/omnichannel-intercom.png\" alt=\"omnichannel intercom\" width=\"1200\" height=\"756\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/omnichannel-intercom.png 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/omnichannel-intercom-300x189.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/omnichannel-intercom-700x441.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/omnichannel-intercom-768x484.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/omnichannel-intercom-600x378.png 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h2 id=\"guide-your-customers-to-success-with-our-new-checklists-features\"><span style=\"font-weight: 400;\">Guide your customers to success with our new Checklists features<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Our <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6612245-checklists-explained\">new features<\/a> streamline your onboarding process by making it easier for your customers to complete all necessary checklist steps. You can now:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Auto-resolve steps based on your customers\u2019 company data: once a step has been completed by one person, it can be marked as complete for everyone in the company. This is particularly useful for onboarding large groups, where one teammate may be picking up where another has left off.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Send reminders to complete checklists.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Configure links to open in a new tab.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28846\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Snippet-reminders.png\" alt=\"Snippet reminders\" width=\"1200\" height=\"672\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Snippet-reminders.png 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Snippet-reminders-300x168.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Snippet-reminders-700x392.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Snippet-reminders-768x430.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Snippet-reminders-600x336.png 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">We also added important features to enhance the teammate experience. Teammates can now:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Monitor checklist progress from the Inbox.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">See detailed statistics for viewed and completed steps.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Take advantage of inline validations for Checklists: any settings or attributes you&#8217;ve missed will be clearly highlighted as you build your checklist, allowing you to catch errors quickly and publish your checklists faster.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-28845 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Step-analysis.png\" alt=\"Step analysis\" width=\"1200\" height=\"675\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Step-analysis.png 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Step-analysis-300x169.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Step-analysis-700x394.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Step-analysis-768x432.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Step-analysis-600x338.png 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h2 id=\"keep-track-of-your-tickets-and-conversations-in-the-new-side-by-side-view\"><span style=\"font-weight: 400;\">Keep track of your tickets and conversations in the new side-by-side view<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Your frontline teammates can now access linked ticket details seamlessly, eliminating the need to switch between pages. Additionally, back-office teammates who have been assigned a ticket can now view conversation details for deeper context on the issue they\u2019re solving.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-28860 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ticket-details-side-by-side.png\" alt=\"ticket details side by side\" width=\"1000\" height=\"562\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ticket-details-side-by-side.png 1000w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ticket-details-side-by-side-300x169.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ticket-details-side-by-side-700x393.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ticket-details-side-by-side-768x432.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/ticket-details-side-by-side-600x337.png 600w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/p>\n<h2 id=\"manage-inactive-conversations-more-efficiently-with-custom-bots\"><span style=\"font-weight: 400;\">Manage inactive conversations more efficiently with Custom Bots<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Increase your support team\u2019s efficiency by creating automated workflows to better manage inactive conversations in the following ways:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Send automated replies to snoozed conversations.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automate snoozing and set conversation pacing with new actions.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automatically reroute conversations that receive no response from teammates within a specified time period.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Learn more <\/span><a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/7155449-sending-auto-replies-to-inactive-conversations\"><span style=\"font-weight: 400;\">here<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h2 id=\"tickets-api-and-webhooks\"><span style=\"font-weight: 400;\">Tickets API and webhooks<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">We now support <\/span><a href=\"https:\/\/developers.intercom.com\/intercom-api-reference\/v0\/reference\/post_tickets\"><span style=\"font-weight: 400;\">creating<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/developers.intercom.com\/intercom-api-reference\/v0\/reference\/get_tickets-id\"><span style=\"font-weight: 400;\">retrieving<\/span><\/a><span style=\"font-weight: 400;\">, and updating tickets via API. We also fully support creating, retrieving and updating ticket types and type attributes via the <\/span><a href=\"https:\/\/developers.intercom.com\/intercom-api-reference\/v0\/reference\/ticket-types\"><span style=\"font-weight: 400;\">Tickets Types API<\/span><\/a><span style=\"font-weight: 400;\"> and the <\/span><a href=\"https:\/\/developers.intercom.com\/intercom-api-reference\/v0\/reference\/ticket-types\"><span style=\"font-weight: 400;\">Ticket Type Attributes API<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/developers.intercom.com\/intercom-api-reference\/v0\/reference\/the-ticket-model\"><span style=\"font-weight: 400;\">Learn more<\/span><span style=\"font-weight: 400;\">.<\/span><\/a><\/p>\n<h2 id=\"forward-emails-externally\"><span style=\"font-weight: 400;\">Forward emails externally<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You can now forward emails externally, allowing you to share information and collaborate effectively with external groups and people who don&#8217;t have access to Intercom workspace. <a href=\"https:\/\/www.intercom.com\/blog\/changes\/en\/news\/15336-now-you-can-externally-forward\">Find out more.<\/a><\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-28859 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/forward-messages-externally.png\" alt=\"forward messages externally\" width=\"800\" height=\"450\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/forward-messages-externally.png 800w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/forward-messages-externally-300x169.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/forward-messages-externally-700x394.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/forward-messages-externally-768x432.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/forward-messages-externally-600x338.png 600w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<h2 id=\"find-your-messages-effortlessly\"><span style=\"font-weight: 400;\">Find your messages effortlessly<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Find Outbound content with ease with our new search and filter improvements. <\/span><span style=\"font-weight: 400;\">You can now search for messages using date filters like<\/span> \u201c<span style=\"font-weight: 400;\">created at\u201d<\/span><span style=\"font-weight: 400;\">, \u201c<\/span><span style=\"font-weight: 400;\">last updated at\u201d<\/span><span style=\"font-weight: 400;\">, or \u201c<\/span><span style=\"font-weight: 400;\">first set live at\u201d<\/span><span style=\"font-weight: 400;\">. <\/span><span style=\"font-weight: 400;\">Learn more <\/span><a href=\"https:\/\/www.intercom.com\/blog\/changes\/en\/15114-find-your-messages-effortlessly\"><span style=\"font-weight: 400;\">here<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-28857 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Find-your-messages.png\" alt=\"Find your messages\" width=\"641\" height=\"361\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Find-your-messages.png 641w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Find-your-messages-300x169.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Find-your-messages-600x338.png 600w\" sizes=\"auto, (max-width: 641px) 100vw, 641px\" \/><\/p>\n<h2 id=\"use-ticket-details-in-custom-actions-to-build-no-code-integrations\"><span style=\"font-weight: 400;\">Use ticket details in Custom Actions to build no-code integrations<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Ticket fields can now be used in Custom Actions. Custom Actions allows you to connect with external data in more flexible and customizable ways. Including ticket details will make your interoperability workflows even more powerful, allowing you to make the most out of your workflows. <a href=\"https:\/\/www.intercom.com\/blog\/changes\/en\/15239-use-ticket-details-in-custom-actions-to-build-no-code-integrations\">Learn more.<\/a><\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-28856 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Tickets-in-Custom-Actions-_-What-We-Built-Google-Docs-2023-03-10-14-20-07.png\" alt=\"Tickets in Custom Actions \" width=\"1223\" height=\"688\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Tickets-in-Custom-Actions-_-What-We-Built-Google-Docs-2023-03-10-14-20-07.png 1223w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Tickets-in-Custom-Actions-_-What-We-Built-Google-Docs-2023-03-10-14-20-07-300x169.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Tickets-in-Custom-Actions-_-What-We-Built-Google-Docs-2023-03-10-14-20-07-700x394.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Tickets-in-Custom-Actions-_-What-We-Built-Google-Docs-2023-03-10-14-20-07-768x432.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Tickets-in-Custom-Actions-_-What-We-Built-Google-Docs-2023-03-10-14-20-07-600x338.png 600w\" sizes=\"auto, (max-width: 1223px) 100vw, 1223px\" \/><\/p>\n<p>That&#8217;s all of our new features from March \u2013 we hope they&#8217;re helpful! Explore the <a href=\"https:\/\/community.intercom.com\/\">Intercom Community<\/a> to find tips and tricks, and connect with superusers that can help you take your support offering to the next level.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It was a busy March here at Intercom, and we\u2019ve got lots of updates to share. From Articles, to Checklists, to tickets \u2013 we\u2019ve added and upgraded features across the product that will help you to organize your team&#8217;s activities and optimize your customers\u2019 experience.\u00a0<\/p>\n","protected":false},"author":454,"featured_media":27191,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[4],"tags":[],"coauthors":[24242],"class_list":["post-28842","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Built for you: Articles Views, Checklists features, and more<\/title>\n<meta name=\"description\" content=\"We\u2019ve added and upgraded features across the product that will help you to organize team activities and optimize your customers\u2019 experience.\u00a0\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/built-for-you-march-2023\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Built for you: Articles Views, new Checklists features, and more\" \/>\n<meta property=\"og:description\" content=\"We\u2019ve added and upgraded features across the product that will help you to organize team activities and optimize your customers\u2019 experience.\u00a0\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/built-for-you-march-2023\/\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/intercominc\" \/>\n<meta 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