My ideas: Workflows

Summary Add a rule trigger that fires whenever a conversation's existing Application Object is refreshed and one or more of its values change. Problem Currently, App Triggers assume the external system can format the webhook in the exact format ex...

Currently, when an automated action fails, it does so silently, without showing any details anywhere in the app, either to teammates in the conversation or to admins through a log. Showing this information in the app would help users understand mo...

We are looking for native continuous or recurring Service Level Agreements (SLAs). The current reliance on only First Reply Time and Resolution Time SLAs is a significant blocker to managing complex, multi-day support issues and achieving a proact...

Make it easy for teammates to find macros via a shortcut and potentially the / command

I have a few dynamic variables I use in multiple rules. Some are relatively complex to configure like "Support Team member is available (Boolean)" - made by fetching Support Teammate Group > Filter (Teammate.is_available == true) > TeammateL...

Currently users can use the "email header contains content-type:multipart/report " condition to prevent Inbox Rules from executing on Delivery Status Notifications. However, it would be great if this was automatic and fell under the same scope of ...

Currently, personal rules only on conversations that remain exclusively within private inboxes. Once a conversation is moved or mirrored to a shared inbox, personal rules are no longer applied. Adding an "Allow Individual rules to run" setting on ...

Rep#1 is OOO, and the thread goes to Rep#2. But then Rep#2 is OOO, it would be ideal if the thread was then assigned to Rep#1 instead of Rep#3 and so on. Our team works 4/10s, so this is especially difficult because each rep is OOO at least 1 day ...

We have an overseas afterhours team. Depending on the day of the week the staff can have a different role (ops,sales,broker). I have created shifts (After Hours Broker, Afterhours Ops) but I am not able to assign inbound conversations based on the...

Today, setting up different reply time goals for multiple customer segments or ticket severity requires a large number of separate rules. Every separate reply time rule requires a separate rule. This increases the amount of time it takes for admin...