Introducing Articles Views, the new way to manage and organise your articles, just the way you like them.

Say goodbye to the hassle of sifting through a sea of articles to find the ones you need. With Articles Views, you can now create and save custom filtered views of your articles, each tailored to your specific needs and workflows.

Whether you're a small team or a large enterprise, Articles Views can help you streamline your workflows and boost productivity. With the ability to create custom filters based on tags, collections, and more, the options are endless - here are some of our favourites…

• Organise your articles based on the features or products they relate to by creating views filtered using article tags and collections.
• Highlight articles that need refreshing or updating by creating a view that filter articles based on when they were last edited.
• Monitor articles that still need translating by creating that filters articles by their language and status.

We've just added the ability to forward emails externally, which means you can now share information and collaborate effectively with external groups and people who don't have access to Intercom workspace.
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To start sharing emails externally, simply hover on any email message and click the three-dot option > forward message.
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You can now discover and manage all channels through the Messenger and Omnichannel hub.

Previously, it was hard to discover the breadth of channels that Intercom offered, because they were distributed between different places. The hub brings all Intercom’s channels into one place, so that you can quickly understand what channels we offer and choose to set up or configure them.
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• Click ‘Messenger and Omnichannel’ on the main left-hand nav
• View all channels
• Click to set up/manage desired channel

Ticket fields can now be used in Custom Actions. Custom Actions allows you to connect with external data in more flexible and customizable ways. Including ticket details will make your interoperability workflows even more powerful 💪, allowing you to make the most out of your workflows 🚀

• In the Custom Action builder, ticket template variables can be selected and used in Custom Actions
• Custom Actions with tickets can be used in all areas where Custom Actions exists today (Custom Bots, Macros, CMD+K, Inbox Rules)

To learn more about Custom Actions check out this article.
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Make your Help Center Articles even more easy to read with these new formatting blocks and options.👇

Change Table Cell Backgrounds

Highlight headers and draw attention to important content by changing the background colors of cells in your table.

Adjust Table Column Widths

Easily make columns in your tables narrower or wider so they are the perfect fit for your content.

Collapsible sections

Hide away information that only certain users will need to see, keeping your articles short, clean and tidy.

Learn more here.

Find Outbound content with ease using the new search & filter improvements.

New Outbound Search box

Search box is now front and centre of Outbound messages making it hard to miss.

Search Outbound messages using date filters

Not sure who created the message but know when it was created? You can now search for messages using date filters like created at , last updated at , or first set live at .

Search content tag with "tag (is not)"

Search for messages with or without a tag under the new "Tag (is not)" option.

Our new features are designed to streamline your onboarding process by making it easier for your customers to complete all necessary checklist steps.

⏰ Remind customers about checklists
Nudge customers to complete their checklists by sending timely automated reminders when they’re in the product at a cadence that makes sense for your use case (see image above).

✅ Auto-resolve steps based on company data
Set up auto-resolve of checklists steps based on company data that you're tracking in Intercom. Once a step has been finished by one person, it will be marked as completed for everyone who is part of the company. If you sell to businesses, this will make onboarding groups of team members easier, as they will be able to pick up checklists where others have left off.
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📮 See checklists progress from the Inbox
Give frontline teams context on how customers are progressing with their checklists in the Inbox to help them understand where they are in the onboarding journey so that they can offer them more support and guidance. To enable, just select Checklists from the list of apps available in the next-gen Inbox.

To learn more about Checklists, check out this article.
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The latest version of our Developer docs are here and we think you'll love them.

✨What’s new?

Versions 2.7, 2.8, & Unstable of Intercom Developer docs are now auto-generated from our Open API spec.

• The docs are interactive: you can make API calls directly from the reference docs.

• The docs are more reliable: reference docs are now auto-generated and not hand-written.

• We've also added Postman collections to support you while you explore our APIs.

👉 Get started using our new API reference docs.

All tickets now have title and description fields that are clearly surfaced while viewing a ticket in the inbox.

• Teammates will be prompted to add an optional title and description when creating a ticket.
• You can search by title and description in the inbox.
• By default the title and description of your tickets are not visible to your customers.
• But if you have the “Manage workspace data" permission you can visit
  Settings > Company data > Ticket types and change this setting.

We've made several important improvements to the Articles editing experience, to help you create self-service content efficiently.

• Auto-save articles: your articles will now auto-save while you're writing.
• Resize images: now you can resize images directly in the Articles editor.
• Highlight content with call-out blocks: add call-out block to emphasize an important part of your article.
• Align text: adapt the appearance of your articles text with the new text alignment feature.
• More headers: we have added two new H3 and H4 headers levels to help you create more granular sections.
• Attach files: attach any documents or files you want to your articles to help educate your customers.
• Embed videos from more sources: you can now embed videos from JWPlayers, Microsoft Stream, BrightCove, Synthesia.