From today you will see tooltips for links in inbound emails to make it easier for you to preview them. Images will also contain a link icon to make it more obvious that they're linked.

Where links are trusted (Intercom owned domains) the link icon and tooltips will appear on a white background.

When untrusted, they’ll appear on an orange background, and you’ll see a warning icon instead of a link icon. You’ll also see an orange overlay on top of the image that will disappear on hover, allowing you to see the full image.

When clicking on an untrusted link, you’ll see a quick warning page. This page shows you the full URL of the link and ensures you’re able to review the full link before opening it.

These changes should make it easier to spot links in inbound emails and check for any malicious or phishing URLs.

This latest update is all about enhancing how you visualize and interpret your data.

• Comparative Chart Types: Discover new insights with Donut, Area, and Relative Stacked Charts, enabling better comparison and understanding of complex data relationships.

• Advanced Tools for Comparative Insights: Upgrade your charts with Target Setting, Time Period Comparison, and Table Summary Rows, enabling richer, more focused comparisons across objectives and timeframes.

Ready to explore these new features today? 👇

Tell us what you think & help us further improve our reporting features – access the survey link directly within the feature.

Thanks,
Mark

Automating ticket actions in Workflows helps your team save time and streamlines your ticket processes.

Here are some improvements we’ve made to ticket actions in Workflows:

1. Tracker tickets can now be used in Workflows, expanding their application beyond Back-office tickets and Customer tickets only.
2. More intuitive ticket workflow set up. You now have the ability to directly target Customer tickets, Back-office tickets, or Tracker tickets when configuring a trigger. This is easier than the previous method where conditions needed to be added to target a ticket category correctly.

Read more about Tickets and how to use them in Workflows here.
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When a teammate assigns a conversation to team, you can now trigger a Workflow that automates follow-up tasks like adding a note 🗒️, applying an SLA ⏰, or summarizing the conversation using AI 🤖.

You can now see who created an outbound conversation or ticket in the details sidebar and in table layout, as well as filter views and search results by creator.

You’ll be able to:

• Search for items created by you or another teammate in search using the ‘Created by’ filter.
• Create views using the ‘Creator’ filter.
• See ‘Created by’ in the conversation attributes section of the details sidebar for conversations and customer tickets.
• Add ‘Created by’ as a column in table layout to see creators for outbound conversations and all tickets.
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Read more about how it works here.

Your Intercom reporting data is now organized into various reporting datasets. Each dataset comprises a set of metrics and attributes, which you can utilize to create charts and reports.

Here's what's new in this release:

• We have restructured our reporting data into 9 datasets, providing you with a well-organized and thoroughly documented view of all reporting metrics and attributes.
• Several metrics now feature net new attributes for enhanced filtering and segmentation, as attributes within a dataset are now available to all its metrics.
• We've enriched our datasets by introducing 21 net new attributes, all accessible through our innovative chart drill-in feature.
• To simplify chart creation, we have updated the names of some existing attributes, making it easier for you to decide which ones to use

To learn more about this release, click on the button below.

Thanks,
Mark

In our ongoing effort to enhance the reporting capabilities available to our customers, we are excited to release our new chart drill-in feature. This is a step forward in our commitment to providing powerful, user-friendly tools that empower you to delve into your data with greater precision and clarity.

What's in it for you:

• Enhanced data exploration & root cause analysis: Dive deeper into your data without leaving the Intercom app and rapidly identify underlying issues or trends, creating a more effective analysis process.
• More transparency of data: The drill-in feature offers you a clearer view of the data sources and metrics used to create a chart, fostering a better understanding of the information presented.

Start exploring this new feature right away. Click on the below button to learn how to get started.

Share your thoughts – we've made it easier by incorporating a survey link directly within the feature. Your input on what you like and suggestions for improvement will be invaluable to us.

Thanks,
Mark

You can now link items in bulk to a Tracker ticket, instead of having to manually link them one by one. 💪

Linking related items to a Tracker ticket is useful for cases like bugs, feature requests and incidents. They help:

• Create a single source of truth by managing all conversations with a single ticket.
• Make collaboration easier by getting all teams to work from the same ticket, solving issues faster and ensuring no one misses an update.
• Close the loop with customers easily and save time by updating all affected customers simultaneously.

Read more about Tracker tickets and how they work here.
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You can now choose how Fin shows up when a customer starts a conversation.

Teammate or Bot conversation header

Decide whether to show bot expectations or match to teammates, when the conversation starts with Fin.

Customise the "start conversation" button

If bot expectations are set, customise the ‘Start conversation’ button from a list of text options.

This is now available on Web, iOS (v16.5.0 and Android (v15.6.0).

Have a load of complex email queries that come through, that you just want to start off as a ticket? Now you can!

We've added a setting that allows you to automatically convert all inbound emails into a customer ticket type of your choice.

For further personalisation, or to enable all conversations to be auto-converted into tickets, we've also built a new 'convert to ticket' action in Workflows. Just choose your trigger and rules, and select the ticket type you want to convert to.
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