Workflows

Adding the ability to apply rules to Discussions in the same way rules can be applied to messages in inboxes. A new trigger for "discussion is added" or something along those lines so we can auto-tag/assign/archive discussions following the same w...

Add conversation custom fields as a filter in saved views. Today we have only 2 view filters (assignee and tags).

Adding a "notify" action to rule templates in the new rule library

Request Create and apply automation rules to individual conversations. This enables granular control over conversation-specific workflows and actions.

Allow tag and empty inbox creation from the rule editor to speed up creation.

Some customers have SLA only for the first message, we would need First Reply Time Goals specifically.

Problem Rules can only check for the 'is snoozed' condition, which causes rules to re-open conversations and cancel teammate snoozes that were set intentionally. Request Add an 'is not snoozed' rule condition so rules respect teammate snoozes and ...

I’m reaching out to request help with an ongoing issue in our ticketing system that’s creating a high volume of duplicate tickets from the same sender/email content.Scenario / what we’re seeing Since 2025, we’ve received 51 duplicate tickets. ...

By being able to set up a rule to auto-archive a customer-submitted CSAT survey, it does not interrupt the workflow of any customer operation frontline teams and does not skew the data of opened/resolved conversations. With a rule you should be ab...