Customer Portal Improvements
By Steven Van ·
Intercom's customer portal gains an Insights tab and shareable full-page tickets, but it needs a Help Center custom domain and isn't available with Fin on other helpdesks.
Intercom's customer portal now opens conversations and tickets on their own full-page screens instead of a floating widget. Each page has a URL that customers can refresh, bookmark and share. Links to the previous ticket details page still work, so existing bookmarks are not broken.
Full-page tickets and conversations
Customers can read the whole thread and reply from the page. For a ticket, the conversation sits in the main column, with a side panel showing the title, state, assignee, ticket ID, ticket type, description and any custom attributes set to "Visible to customer". A conversation with no customer-visible ticket attached hides the details panel and uses the full page width. Raising a new ticket or starting a new conversation also happens on a full-page screen, using the ticket types the workspace makes available in the portal.
Views, search and filters
- A view selector switches between All, Tickets and Conversations. All is the default for first-time visitors and uses a single status filter covering both ticket and conversation states.
- Search matches ticket titles, descriptions, IDs and every customer-visible reply and message. In conversations, it matches the full body of the thread.
- While searching, a Preview column shows the best-matching snippet with the search term highlighted, plus the author's name and a relative timestamp. Teammates can turn it off in Settings, Inbox, Tickets, Customer portal.
- An AI title column gives each ticket and conversation a generated title, so the list can be scanned by subject.
- Ticket filters cover type, state, created or updated date, and creator.
Insights tab
A new Insights tab reports the company's support activity: conversation volume, who is raising conversations, and the AI-generated topics and subtopics behind that volume. Customers can filter the results and select a row to open the underlying ticket or conversation. Teammates control who sees the tab under Insights visibility in the same settings area. The topics breakdown comes from Topics Explorer and needs a Pro plan. Without it, customers still see the rest of the tab.
Requirements and limits
The portal needs a Help Center custom domain, Cookie Forwarding and Identity Verification to be set up first. Customers need an email address, a company and at least one ticket associated with that company to reach it. It is part of the Intercom Help Center and Inbox, so it is not available with Fin on other helpdesks such as Salesforce or Freshdesk. The table has fixed columns, and custom ticket attributes cannot be added as columns. Intercom notes that table width is currently unconstrained, so tables may extend beyond the viewport.
