Not every team uses Away mode the same way.

Now you can choose whether Round Robin skips away teammates or includes them in the rotation.

Enable "Ignore activity status" in your Round Robin inbox settings to distribute conversations to all teammates regardless of availability status.

As tickets evolve, now their type can too. An investigation might turn into a confirmed bug, or a ticket may simply land in the wrong category.

You can now change a ticket's type after creation right from the Inbox ticket type dropdown.

The full conversation history and context carry over automatically, and any matching attributes (same name and type) have their values copied across for you.

No need to recreate the ticket or re-enter data.

Ensure every ticket is complete before being closed by an agent. You can now mark specific ticket attributes as "required to close" so that when an agent closes a ticket with missing fields, they'll be prompted to fill them in first.

• Configure in Settings - mark any custom ticket attribute as required to close
• Guided completion - agents see a clear prompt for missing fields at the point of closing
• Works everywhere - supports single and bulk close across customer tickets, back-office tickets, and trackers

Incoming messages are now automatically scanned and redacted before they're stored — so sensitive data never reaches your database or your teammates' screens.

What's new:

• Built-in rules for common identifiers — credit card numbers (last 4 digits preserved) and SSNs (fully masked), ready to enable out of the box.
• Custom regex rules — Create up to 10 rules to redact business-specific data like policy numbers or account IDs. Custom matches are fully masked.
• Works across channels — Web Messenger, mobile SDKs, inbound email, and call transcripts.

Redaction happens at ingest and is irreversible — matched content is overwritten before it's stored, so the original data is never retained.

Easily schedule the sharing of your Intercom reports with anyone - no login or seat needed.

Automatically send time-based snapshots of your reports, complete with all chart types to all key stakeholders via email (Intercom users & roles and external email recipients).

Recipients receive a single, public link that provides a view of your key metrics. Links are active for 30 days and then automatically expire.

We’ve shipped three major improvements to make Data Connectors easier to manage and more reliable at scale.
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​🔍 Action dependency visibility
You can now see exactly where each Data Connector action is used across workflows, procedures, tasks, macros, and custom answers — with a new “Used by” column for safer edits and cleanup.

📊 Built-in health monitoring
A new “Health” column shows whether each connector is Healthy, Degraded, or Unhealthy based on success rate and latency — with detailed metrics to help diagnose issues quickly.

🔑 Multiple tokens per connector
Data Connectors now support attaching multiple tokens, giving you more flexibility when authenticating with external systems.

Together, these updates give you greater control, safer automation management, and real-time insight into integration performance.

You can now control what end users see in the Tickets Portal.

Previously, users could view all tickets associated with their company. This new setting lets you restrict each user’s view to only the tickets they created.

This gives you greater control over the end-user experience and enables a more individual, user-focused Tickets Portal — ideal for teams that want clearer ownership, privacy, and simplicity for customers.

We’ve made two improvements to using Inbox views:

• Teammates can now duplicate existing Views with a single click. A new duplicate icon appears next to the edit/pin icons when hovering over a View in the left nav.

• Teammates can now also search within Views, without having to recreate view filters in order to narrow down search results

We’ve added 11 new call metrics to give you deeper visibility into teammate performance and call handling.

You can now report on metrics like hold time, outbound dial time, missed and declined calls, and call terminating party — across call, teammate, and team datasets.

These new metrics make it easier to understand call efficiency, workload distribution, and overall team performance.

Fin is now much better at understanding and following “don’t escalate” routing guidelines.

If your workspace already includes guidelines that prevent escalation, Fin will now more reliably continue the conversation without handing it off to a human.

No additional configuration required — existing “don’t escalate” rules will simply work better than before.