Your customers can now easily refer to their ticket IDs when communicating with your support team. This helps agents quickly locate and access the relevant information about their specific issue, leading to faster and more personalized support.

Ticket ID is also valuable for your customers when encountering recurring issues or when seeking assistance with previous resolutions.

Note: customers can see the ticket ID in the Messenger and Email notifications.

Teammates can now see metadata [email headers] on all email conversations in the Inbox.

It allows for teammates to easily confirm the authenticity of emails, communicate with the intended recipient, and provide accurate information required for teammates to reply to emails. Particularly useful in the cases of:

• Forwarded messages where the from address is usually different the reply-to address.
• Identifying the sender addresses in teammate replies.
• Conversations with multiple participants.
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To start using this feature, go to the Inbox and click on any email conversation with header to expand and see more details. 👀
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We're excited to announce the launch of Related Articles, the feature that is designed to enhance your users' navigation and discovery experience within your Help Center.

📝 Automated content suggestion: 'Related Articles' recommends up to five relevant articles automatically, saving you time and effort in manual curation.

📖 Efficient knowledge discovery: users can easily find relevant content without the need for extensive searches.

The Related Articles feature is available for your Help Center website and in the Messenger. You can enable it in your Help Center settings ⚙️

Introducing the Jira for Tickets app on Intercom! Simplify your workflow and enhance integration between Intercom tickets and Jira issues with this new app.

Key features:

• Automatically create Jira issues from specified Intercom ticket types.
• Mirror Jira issue statuses to Intercom tickets.
• Sync notes and comments seamlessly.

Coming soon:

• Create new Jira issues or link to existing issues right from your Inbox.

Take your workflow to the next level 🚀

Meet Fin - a breakthrough AI bot powered by GPT-4, OpenAI's most advanced AI model. Fin solves complex problems and provides safer, more accurate answers than any AI bot on the market.

Using existing support content, Fin resolves up to 50% of questions in seconds - helping to reduce your team's conversation volume and resolution times.

We're rolling out Fin to our waitlist over the coming weeks - join the waitlist to get access soon:

We've just dropped 7 new features to help make your Help Center more on-brand including:

• Multi-column layout: organize collections on your homepage into 1, 2, or 3 columns.
• Hide authors: you can now hide authors from appearing anywhere on the Help Center and Articles.
• Links in the header: add multiple links to your header. This makes it easier for customers to get to other important product pages.
• Styling your header (now with more options): change the color of text and links.
• Styling your footer: change the text and background color in the footer.
• Add contact details in the Help Center footer: Add an address and phone number to your footer so customers can contact and find your business.
• Unique URLs: use a subpath to have a personalized URL that matches your brand. Learn how here.

👉 See the full list of what we shipped and what's coming next here.

Your customers can now easily locate and jump to the most relevant sections of an article, saving both time and effort with the new Table of Contents in Articles!

This feature seamlessly integrates with articles viewed within the Messenger, allowing for smooth navigation without the need to exit the chat window.

You can enable Table of Contents in your Help Center settings ⚙️
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We've created more space to build your bots by expanding the visual builder 🤖 🖥️

You can now modify and configure the audience, channels, scheduling, and frequency of bots by clicking the Trigger block.

Check out this article for more help using the bot builder.

You can now view potential duplicates users in the Inbox right hand side bar.

This will help teammates access relevant context around the user they’re chatting to and inform process changes to reduce the amount of duplicates created.

Potential duplicates are identified by:

• User or lead’s Phone attribute matching potential duplicate’s Phone or WhatsApp Number attribute
• User or lead’s Email attribute matching potential duplicate’s Email attribute

Enhance your Intercom email experience with a number of email improvements.👇

• Tables: View organised data with ease.
• Inline Images: See embedded visuals effortlessly.
• Signatures & Footnotes: Access important sender info on Inbound emails.

Plus, we've improved readability by separating main messages from conversation history by using quotes. Enjoy smoother, focused communication! ✉️
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