My ideas: Workflows

Provide the ability to copy rules instead of having to start custom rules from scratch every time and provide the ability to copy rules to other workspaces.

It would be great if we could add National Holiday closures as part of our company business hours.

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...

It would be great if a teammate could assign a Due Date for when a reply needs to go out for a specific conversation. We could tie in the Due Date with existing SLA rules, or issues notifications if the Due Date passes without a response from the ...

Currently, when a macro uses an action that creates a new draft (like applying a message template or canned response), it generates a clean, blank message. It does not automatically include the previous conversation history, similar to how hitting...

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...

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

Ability to change the channel used when replying or forwarding with rules. This useful when a conversation moves around multiple inboxes with different channels. This applies to the CSAT rule template too.

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 ...

SLA warnings currently show a rounded amount of time left before breach. We'd like to be able to either hover over the rounded amount to see the exact amount of time remaining, or just see the exact amount without hover.