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Latest updates to the Intercom Latest Updates page

  1. Check
    yesterday
    Change Detected
    Summary
    Adds draft preservation across reply and note panes; introduces ticket time-to-resolve metrics (office hours and team office hours); enables rating translation quality in the Inbox; enables exporting side conversations with timestamps; adds SLA-based sorting and editable internal notes. Removes the Discord integration and related capabilities.
    Difference
    27%
    Check dated 2026-04-17T13:42:30.000Z thumbnail image
  2. Check
    8 days ago
    Change Detected
    Summary
    Side conversations now update in real time and can be exported with all messages and timestamps. Email notifications for side conversations link directly to the parent conversation with the side conversation panel open, making it easier to locate the right thread.
    Difference
    12%
    Check dated 2026-04-10T08:49:49.000Z thumbnail image
  3. Check
    16 days ago
    Change Detected
    Summary
    Inbox now shows SLA timers on cards and tables with sorting by combined or individual SLA metrics for faster prioritization. Externally sharing reports has been removed, affecting users who relied on scheduling and sharing reports externally.
    Difference
    6%
    Check dated 2026-04-03T05:14:58.000Z thumbnail image
  4. Check
    23 days ago
    Change Detected
    Summary
    New features include editing internal notes, workflow version history with rollback, and default outbound numbers for calls and callbacks, plus Discord integration and updates to Round Robin and ticket handling. Additional changes cover redacting sensitive data, new reporting options, and various Inbox, Apps, and Security enhancements.
    Difference
    26%
    Check dated 2026-03-26T21:49:30.000Z thumbnail image
  5. Check
    30 days ago
    Change Detected
    Summary
    New ticket-management features include changing a ticket's type after creation, marking attributes as required to close, and automatic redaction of sensitive data, along with reporting and data-connectors improvements and portal visibility enhancements. Additionally, some earlier features like AI-generated Messenger titles and per-inbox capacity limits have been removed.
    Difference
    10%
    Check dated 2026-03-19T19:07:24.000Z thumbnail image
  6. Check
    37 days ago
    Change Detected
    Summary
    Incoming messages are automatically scanned and redacted before storage, so sensitive data never reaches your database. Built-in rules cover credit card numbers (last 4 digits preserved) and SSNs (fully masked) with up to 10 custom regex rules; redaction applies across Web Messenger, mobile SDKs, inbound email, and call transcripts and is irreversible.
    Difference
    6%
    Check dated 2026-03-12T14:34:58.000Z thumbnail image

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