ADD A NEW IDEA

All ideas

Showing 2062

More visual customizability of conversation history panel

As a team leader, I want to be able to ensure my team follows our correct operating procedure. With that, there's a need to have more control over the visual interface that agents work out of. I'd want to be able to add comments with HTML to show ...
8 minutes ago in  0

Allow backup managers to get rule-based notifications

As a manager who goes out-of-office occasionally, I want an easier way to make it so that I can have Reply Time goal notifications – such as when we are almost at a breach – route to my backup manager who will cover for me. This would mean I would...
5 days ago in Rule actions 0 Backlog
475 VOTE

Comments will not cancel a snooze event

A lot of teams have a workflow where they snooze a conversation and continue to comment on it. It can be frustrating for them to always have to click Snooze again when it was internal comments that broke the snooze rather than a message from the c...
over 2 years ago in Snooze 3 Backlog
474 VOTE

Mark an inbound or outbound message as high or low importance

Inbound and outbound messages in Outlook can be set to have high or low importance: https://support.microsoft.com/en-us/office/mark-a-message-as-high-or-low-importance-44be4160-d3d9-4f26-97bd-46359b845ae3?ui=en-us&rs=en-us&ad=us Requesting...
over 2 years ago in Email channels 17 Backlog
716 VOTE

Ability to @mention a team

This will allow users to @ mention an entire group/team in a comment to notify all individuals at once.
over 4 years ago in Comments / @ mentions 25 Backlog
389 VOTE

@mention someone in an email when composing

When I @mention someone in an email, I would like the user's contact to be automatically added as a recipient or at least given the option to tag them in the body to make specific call outs.
almost 3 years ago in Composer 23 Backlog
270 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.
over 2 years ago in Workflows 7 Backlog

Ability to right click on an attachment and "Save as".

We have several staff who work Excel reports received via email and those reports are saved afterwards. It would save our team time if they had the ability to right click on attachments and save them as the document type they need, to the location...
6 months ago in Core Product Experience 7 Backlog
148 VOTE

Support sending and receiving S/MIME encrypted emails

Summary We have the need to be able to send and receive client documents and need encryption on those emails More background from customer We work alot with the government, and other proprietary companies who will always send their emails encrypte...
over 1 year ago in Email channels 5 Backlog

Time Zones in Calendar Entries

In other calendars we can specify the time zone for a meeting.
about 1 month ago in Core Product Experience / Schedule - manage your calendar 0 Backlog