Workflows

It would be nice to have the option for additional views, currently it is daily and weekly, but monthly would be useful in WFM.

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...

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...

The current options for dealing with unwanted messages like OOO replies are limited to archiving/resolving the conversation or merely tagging the message. For shared inboxes with ticket statuses enabled, the "Archive conversation" action inappropr...

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...

This would allow teams to prevent overlapping automation triggers and ensure that branching rules execute exclusively and efficiently, improving rule logic control and workflow accuracy, and maintaining feature parity with linear rules.

Hi, I would like to have the time left before warning or breach displayed based on business hours of our teammates. For example, if a message was received 5.04 pm CET - Our business hours 9.00 AM to 5.00 PM CET. Time left is already displayed whil...

Hi, in long conversations, with lots of back and forth emails, we need to identify quickly and easily to which message in the conversations the SLA warning tag is applied to. Maybe highlight the message or a symbol close to the related emails but ...

Since chat and text are the busiest support channels, an option to set up rules so those conversations are auto-prioritized and routed to the most or first available agent would be great.

Macro with moving action won't trigger rules such as Required tagging. Both features should be compatible to work together