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 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 ...
Flag all rules and macros that break when deleting a resource (tag, teammate, etc.)
When deleting a resource like a teammate, tag, or inbox, Front should flag all the rules and macros currently using that resource so that admin can update these workflows accordingly.
Access "Current Teammate" in Macro Dynamic Variables
When building a Macro, be able to access the "current teammate" in Dynamic Variables to include some information about them in the conditions or actions.
Collect teammate answers: support images and attachements
Collecting attachment as answers to specific fields while triggering a macro, for easy handoff/escalation to another team Use TIC to upload an attachment Use macro action(s) to use the attachment
Situation: Support teams can encounter multiple customer requests that are duplicates of previously resolved issues, leading to redundant work and decreased efficiency. Request: Implement a feature that automatically detects and flags duplicate cu...
Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.
The existing time criteria all exist as conditions to rules rather than triggers. For an overnight coverage use case it would be extremely helpful to have a time-based trigger be capable of taking action on a conversation. "When the clock strikes ...
Select channel when replying or forwarding with rules
Ability to change the channel used when replying or forwarding with rules. This useful when a conversation moves around multiple inboxes with different channels.