Intercom Changelog & Release Notes | Product Updates

Until now, a ticket's time counted only against the team currently assigned — so once it handed off, the earlier team's time disappeared from your reports and the path it took couldn't be reported on at all.

You can now report on every assignment a ticket passes through. A new Ticket assignments dataset measures how long a ticket sits with each team and teammate, counts handoffs, and shows which team pairs pass work back and forth. A new Sankey chart draws the full path your tickets take. A prebuilt Tickets lifecycle report puts all of it on one page.

Find it in Reports, under the Tickets lifecycle template.

The data Fin needs most to resolve conversations, like orders, subscriptions, usage, and billing, often lives in Snowflake, and until now Fin couldn't reach it. With the Snowflake MCP Connector, Fin securely connects directly to an MCP server running inside your own Snowflake account.

Connect Snowflake from Settings > Data connectors, then choose which tools Fin can use. The connection runs under a Snowflake role you pick, so your existing permissions, masking, and row-level access policies apply automatically, and nothing is copied or synced out of Snowflake.

Complex Series — those with many steps, rules, and email messages — could sometimes fail to go live with an error, even when the Series was correctly configured. Now activation runs in the background, so complex Series go live reliably.

You'll see progress as it activates and a confirmation once it's live. Customers start entering as soon as they match your entry rules.

Until now, when Intercom translated a teammate's reply, your integration had no way to know — it had to poll the API to catch up. Two new webhook topics now fire as soon as a translation is saved, delivering the translated text for every language alongside the original:

• conversation.admin.replied.translated
• ticket.admin.replied.translated

To use them, subscribe under Settings → Integrations → Webhooks and set your app to the Preview API version.

One thing to note: replies sent from the Inbox always trigger these topics. Replies created through the REST API only trigger them when the full body is wrapped in HTML block elements.

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Internal notes and assignment changes no longer have to wake a snoozed conversation. Turn on two new settings to keep it snoozed until a customer replies, the timer ends, or you reopen it yourself.

We've also moved the existing back-office ticket setting to sit alongside them, so all your unsnooze controls now live in one place.

Until now, scheduled data exports covered conversations only — so anyone reviewing workspace access or auditing changes had to pull that data by hand. You can now choose which data objects each scheduled export includes:

• Teammates — every teammate in your workspace, with their name, email address, and role.
• Teammate activity logs — a record of account activity such as logins, permission changes, and SSO changes.

Both are delivered to your cloud storage on the same schedule as your conversations, so your access and audit trail is already waiting when a compliance review comes around.

Phone was the one channel you couldn't watch as a whole. You could open an individual call, but nothing showed you the state of the operation — so staffing and service-level problems only surfaced after customers had already waited.

The new Phone tab on the Inbox Dashboard puts it all in one place: callers waiting and for how long, which agents are available, on a call, or in wrap-up, who is listening in for coaching, live SLA compliance, and a per-team breakdown — all updating in real time.

Switch to Today for the day's call feed, outcomes, and speed-of-answer and abandonment histograms, or Weekly for seven-day trends, hourly heatmaps, and week-over-week comparisons.

You can now connect Fin for Sales directly to your HubSpot account and build a working data connector in minutes.
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Authenticate with HubSpot, and our AI generator inspects your instance to build a fully configured connector. Review the suggested mappings, make any changes, and add it to your setup.
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Fin can then pull live contact context into every sales conversation and sync qualified contacts back to HubSpot.
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Until now, your hold audio only played to callers waiting in a queue. When a teammate put a caller on hold mid-call, they heard generic stock music instead.

Now mid-call holds play your own audio: the same track callers hear in the queue by default, or a separate one you upload just for mid-call holds — so you can play an apology or an on-hold message instead of queue music.

Find it in Settings > Phone Calls, under In-call hold music.

Fair workload distribution breaks down when teammates can pick their own conversations or drop the ones they don't want. Two new Inbox permissions let you close that gap, configured per teammate:

• Can assign conversations to themselves: prevents teammates from grabbing work outside your routing rules
• Can remove themselves as the assignee: prevents teammates from dropping conversations they've been assigned

Automated routing, workflows, and round-robin or load-balanced assignment are unaffected.