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When inviting a teammate, have the option to automatically put them as Unavailable

When adding a teammate, they are automatically set as Available which will start to assign them emails if they're put into an assignment group. It'd be good to have an option to set them as "Unavailable"
7 days ago in Admin Experience / Teammate invitation 0 Backlog

Copy teammate groups when using "Clone settings from an existing teammate"

Be able to clone a teammate's teammate groups when inviting a new teammate and using the "Clone settings from an existing teammate".
7 days ago in Admin Experience 0 Backlog

Filters in Audit Logs

Add filters by date, by who made the update and by resource type to the audit logs
7 days ago in Admin audit trail / Admin Experience 0 Backlog

Add security events to Audit logs

Include security-focused events on audit logs. These could include: user logins/logouts, add IP addresses to all events, MFA success/failure
15 days ago in Admin audit trail / Compliance & security 0 Backlog

Admin Settings in Mobile App

Admin Settings in Mobile App
15 days ago in Admin Experience 0 Backlog

Count of conversations in a status over time

Value: Allow managers to understand how the volume of work in their team's backlog is fluctuating. Implementation: replace the "open at start" and "open at end" metric to: Allow custom statuses and status categories (open and waiting) Reflect accu...
19 days ago in Insights 0 Backlog

Granular Permissions for Create/Edit/Archive/Delete

Currently, in the roles permissions section (e.g., the Tags section), there is a single checkbox for "Shared tags - create/edit/archive/delete," which allows users to either perform all actions or none. To improve flexibility and control, it would...
22 days ago in Permissions 0 Backlog

Collect teammate answers: support images and attachments

Collecting attachment as answers to specific fields while triggering a macro, for easy handoff/escalation to another team Use TIC to upload an attachment Use macro action(s) to use the attachment
23 days ago in Macros 0 Backlog

Change Private Tag to Shared

Have the ability to change a once private tag to a shared tag.
24 days ago in Core Product Experience / Permissions 0 Backlog

Lock down Make inbox visible to analytics button

Under inbox settings, anyone can toggle option to make inbox visible to analytics. Have had users toggle this off themselves when we want forever on. There is no way to audit this outside of seeing they are not on report so then we miss on their r...
25 days ago in Admin Experience / Insights 0 Backlog