Intercom Changelog & Release Notes | Product Updates

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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Now you can see any tickets and outbound conversations you’ve created quickly and easily in the left hand side bar. This will help you:

• Save time searching for items you’ve created, even when they’re assigned to someone else.
• Have greater visibility over tickets or conversations you started.
• Follow up on any conversations that might still need your attention.

Read more about how it works here.

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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