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.

Effortlessly manage your help center with our new streamlined navigation.

• Styling: We've moved settings related to the layout, content and the style into the styling tab. Making it easier for you to quickly customise the design of your help center.
• General: You can continue to manage settings for your domain, integrations, analytics and much more under the general tab.

👉 Find out more about what we shipped here.

The Manage Redirects feature in the help center has been improved to give you full control over your redirects, ensuring your content retains full SEO ranking and relevance.

You'll be able to:

• Set up redirects when importing content from another help center.
• Make articles easily identifiable by adding a friendly alias to them.
• Add ‘301 - Moved Permanently’ redirects under the hood, seamlessly redirecting from old paths or aliases to your existing content within your help center domain.

Additionally, teammates can now add, edit and delete redirects to either articles or collections.

We've supercharged our GitHub App with the power of Workflows and Actions.

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

Customize the Start Conversation button in your Messenger 🪄

• Select from a list of text options in Messenger settings
• We’ll display your choice when a conversation will be handled by a teammate
• When a conversation will be picked up by Fin, the conversation button will still show Ask a question (but the ability to update this is coming soon too 😎)

This is now available on Web, iOS (v16.1.0) and Android (v15.3.0) 🥳

Create a seamless and unique brand experience in your help center with two new features:

• Footer templates: Choose your favorite footer template to match your style and needs.
• Custom font upload: You can further customize the look of your help center and articles by uploading your own font.

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

We have made some enhancements to our filtering capabilities in Custom Reports in order to enable a deeper level of data granularity when creating charts.

What’s new:

• You can now do both AND and OR operator conditions when selecting multiple filters
• You can select multiple of the same filters at one time
• And we have added more advanced filter matching patterns for each data format

Our AI assisted inbox features are now officially out of beta and generally available:

• Expand or rephrase: Write shorthand customer responses in the Inbox and let the AI generate a complete suggested or rephrased message.
• Change tone: Be more casual/friendly or more formal depending on what suits your business or the situation.
• Summarize: Create an AI-generated summary of a customer conversation, helping you quickly get up to speed with conversations.