Workflows

Our team uses branching rules to route conversations to the correct workflows, but once messages enter a branch, there is no option to distribute workload evenly. This creates uneven assignment, unassigned emails, and extra manual queue management...

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 ...

Sometimes having the ability to override an SLA timer is required from various actions such as: Internal customer emails OOO automated emails trigger a SLA reply but no action is needed Conversations requiring no actions During initial o...

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.

Enhance the filtering functionality in the schedule so that the inbox filter and teammate filter are more integrated: ensure that when an inbox is filtered, only those teammates with access to that specific inbox are displayed, thereby reducing co...

Out-of-Office (OOO) messages are currently reopening tickets in shared inboxes and triggering SLA rules. This forces support teams to constantly revisit tickets, and adds unnecessary workload and frustration The system should offer a native rule a...

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.

We want to begin using the auto replies, but it only replies back to the actual sender. Not the email addresses within CC etc.

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.