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Workflows

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254 VOTE

See how a rule works during rule creation/edition

As an Admin, I want to be able to create a rule and immediately see how it impacts my inbox while I am creating the rule, so that I don't need to wait a few days to better understand whether it's behaving in the way that I need it to behave. Pleas...
almost 2 years ago in Rule management / Workflows 2 Planned
188 VOTE

Ability to copy rules

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.
almost 2 years ago in Workflows 5 Backlog

Configure business hours and shifts as a calendar

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.
almost 4 years ago in Admin Experience / Calendar - other / Workforce management 10 Backlog

Assign Due Dates to Conversations

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 ...
over 1 year ago in Admin Experience / Custom fields / Workflows 0 Backlog

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.
almost 4 years ago in Auto-reply 0 Backlog

Ability to use "reply-to" fields in rules

Use the "reply-to" field for auto replies instead of the "from:" field.
almost 4 years ago in Auto-reply 2 Backlog

"Snooze conversation" rule action

Ability to snooze a conversation from rules.
almost 4 years ago in Missing core rule actions 6 Backlog

Make Automatic Unassign when OOO Optional

Some users like using the snooze function. But we may have a bit of trouble if something is snoozed but reappears while the assigned person is Out of office status. Then the thread is unassigned and we can lose track of it. Not a big emergency but...
almost 2 years ago in Assign 2 Backlog

Improvements to Shift scheduling

Rather than only supporting recurring weekly shifts, add calendar shifts so that customers can plan holidays, changes in schedule week over week, etc.
almost 4 years ago in Teammate availability / Workforce management 0 Backlog

The ability to view & search within all rules that a company has

Giving admins the ability to have a top-down view of all rules that their company has. Would allow admins to search for specific rules based on their conditions.
almost 2 years ago in Company rules 1 Backlog