The Intercom platform has launched a series of new features to help modern support teams handle rising volumes of complex conversations with confidence and efficiency. These updates include improved ticketing workflows, clearer expectations on reply times and team availability, and new reporting metrics for more detailed insights. Additionally, the platform now offers an Articles API for managing and measuring the impact of help docs across multiple platforms. The App Store has also seen a number of new apps published or updated to enhance customer experience and team efficiency. New features include message versioning, streamlined workspace setup, and onboarding for teammates. These updates aim to strike a balance between behind-the-scenes efficiency and maintaining personal customer relationships.