We’ve redesigned our Team performance report to give you a more comprehensive and accurate understanding of performance for both individual teammates and your team's inboxes.

What’s new:

• Enhanced Teammate Metrics: Our updated Teammate Performance report offers a more precise view of each member's contributions, focusing on the most relevant data.
• New Team Inbox Report: Discover your team's efficiency in handling customer queries with insights on response times, issue resolution, and inbox management.
• Improved Data Filters: Dive deeper into your data with new filtering options and more attributes.

We’ve improved path linking with a direct way to connect paths within Workflows. 🙌

You can now easily connect a path to new path or an existing path, without needing to resort to reply buttons or branches.

AI conversation summaries just got a lot more effortless: You can now automatically post AI summaries to conversations using Workflows!

SLAs now work for both conversations and customer tickets!

We've also made a bunch of SLA improvements that will help you and your team hit response and resolution time targets:

• New resolution metrics: You can now track ‘time to resolve’ SLA metrics for tickets and ‘time to close’ SLA metrics for conversations and tickets.

• Pausing SLAs: SLAs can now be paused on two states, ‘snoozed’ and ‘waiting on customer’, for more accurate timers and reporting.

• Overriding SLAs: You can now override an existing SLA and replace it with a new one using workflows.

We've also improved the visibility of all these new metrics in the Inbox and SLAs reporting, including custom reports!
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Say goodbye to laboriously typing out your ticket title and description and let Fin AI autofill do it for you. When creating a new ticket, Fin will use the context of the conversation to populate the ticket information.

Get started by enabling this feature from Settings > Fin AI copilot. Want to learn more about Fin AI Copilot?

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Personalising your replies just got a lot easier with our shiny new Fin AI Compose updates:

• Adjust replies to your own tone of voice
• Translate replies into other languages
• Fix grammar & spelling mistakes

Ready to speed up your response times? Enable Fin AI compose from Settings > Fin AI copilot. Want to learn more about Fin AI Copilot?

Support your customers with Fin in 45 languages—with no extra setup required.

In addition to English, Fin now supports conversations in Arabic, Bengali, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latviski, Lithuanian, Malay, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swahili, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese, and Англи хэл (Mongolian).

Join the beta today and increase the number of conversations Fin can get involved in and resolve.

We've supercharged our Jira for Tickets App with the power of Workflows and Actions.

• Automation made easy: Convert new Intercom Tickets or Conversations into Jira Issues seamlessly.
• Ready-to-use templates: Utilise the pre-installed Workflow Templates for issue creation and updates in Jira.
• Highly customisable: Tailor your Workflows and effortlessly pass Intercom Contact, Conversation, and Ticket Attributes over to Jira.

Start a conversation with external partners from within the context of a conversation or ticket.

When customer issues can't be resolved immediately and require the participation of a partner outside of Intercom, you can now use side conversations to email external partners from within a ticket or conversation.

• Eliminate tool switching - Teammates handling complex queries can seamlessly communicate with external partners and their customers from the same place.
• Communicate with multiple partners - Teammates can initiate multiple side conversations with various partners from within one ticket or conversation.
• Never miss an update - Teammates receive updates from side conversations directly in the customer conversation, ensuring they never miss any updates from external partners.

Read more about how it works in our help article.

When using Intercom tickets in a b2b support use case, the tickets portal enables an external view of all tickets grouped by company.

This helps your business customers to:

1. See a real-time view of all tickets in one place
2. Reduce duplicate ticket submissions
3. Take an action on a ticket to move it forward

Read more about how it works in our help article.