Advanced rule conditions and actions

Problem Rule-triggered replies and forwards always use the default channel, which may be wrong when a conversation has moved across inboxes with different channels. Request Allow specifying which channel to use when a rule replies to or forwards a...

Problem Rules and auto-replies use the From field, ignoring the reply-to field — automated responses go to the wrong address when reply-to differs from the sender. Request Allow rules to match on the reply-to field and use it as the destination fo...

Problem Rules and macros can only reply to the sender — there is no option to reply to all recipients on the message. Request Add a "reply all" option for rule and macro reply actions.

Problem Time-based criteria in rules can only be used as conditions, not triggers — there is no way to fire a rule at a specific time of day to act on open conversations. Request Add a time-of-day trigger so rules can take scheduled actions on con...

Request Allow selecting a signature when using the Reply with a message template rule or macro action.

Problem When conversations queue due to capacity limits in load-balancing rules, admins have limited visibility and control—they can't see the hidden queue or prioritize which conversations should be assigned first. Request Give admins visibility ...

Request Auto-replies should reference previous conversation messages to provide context and reduce repetition in ongoing conversations.

Current State Currently, SLAs will only trigger when either a conversation is created, or an inbound reply is received. Requirement Provide additional triggers for starting an SLA countdown, including: Ticket unsnoozed Time since last outbound...

Problem Rules that require a tag fire on both archive and move actions, with no way to trigger only one. Request Ability to specify whether a rule triggers on archive, move, or both actions independently.

Problem Auto-replies only go to the message sender, not to CC'd or BCC'd recipients. Request Auto-replies should be sent to all original recipients (To, CC, BCC fields).