As a support leader, I want to be able to see the timeline of an employee's status. When were they first active? How often and for how long were they marked Busy or OOO? This will serve as an extra data point when trying to understand discrepancie...
Today, to start a discussion with a group of people, you need to type out each of their names to add them as participants. This can be cumbersome when the intention is to start a discussion with a large group of people. A possible solution custome...
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 ...
Extend Shifts functionality to include Busy status instead of just out of office.
This is useful since members of my sales team want to make sure that we get our direct communications, but I'd like the new group emails to go to the next available rep. I have a team that mixes both direct and group emails.
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.
Custom fields are currently limited to just 50. We would like to increase this to store additional customer data to trigger workflows and surface relevant context to our team
Right now we are unbale to update custom fields in the mobile app. It would be great to be able to do this, especially for teams that work around the clock and on the go.
Set up shifts so that teammates are set as "Busy" X min before the end of their shifts, in order to allow for a smoother end of work transition. This way, teammates can finish their work without getting assigned brand new conversations that will r...