Changelog

A web dashboard for Intercom support teams. See who is waiting on you right now, how the week is trending, and how each agent is doing.

The Slack App Home now has an Overview tab with this week's ratings, a Settings tab, and a banner when Intercom needs reconnecting.

Various bug and security fixes across ratings, weekly reports and the Intercom inbox app.

Field Notes has a new article layout and a Latest Articles section on its homepage, and every Fin page now lives in one hub.

Expired and cancelled workspaces get a restart button inside the Intercom inbox app, with reconnect prompts if Slack or Intercom needs re-authorising.

Agents request approvals from the Intercom inbox. Managers approve or reject in Slack with a reason. The decision stays on the record.

Route dissatisfied and neutral ratings to a dedicated Slack channel, separate from the main ratings feed.

Scheduled shares from the Intercom inbox app now deliver to the Slack channel you selected.

First Reply and Response Time now display as separate values in weekly reports.

Reports now only send to agents who were active that week.

New charts, warmer colour scheme, and a 7-day ratings summary graph in weekly reports.

Rebuilt from scratch. Send any conversation to a Slack channel, or DM it to yourself.

Launched the changelog and RSS feed at supportman.io/changelog.