My ideas

Freshdesk importer does not carry over email classifications / tags / folder structure. Teams forced to manually re-classify thousands of emails.

I have a few dynamic variables I use in multiple rules. Some are relatively complex to configure like "Support Team member is available (Boolean)" - made by fetching Support Teammate Group > Filter (Teammate.is_available == true) > TeammateL...

As an admin, I want to share plans generated by the AI assistant in settings to other users. That way they have a clear step by step guide of how to configure something. If not, I'd have to copy and paste the text and send it to the other user

As a team admin, I want the ability to invite new users directly, so that my team can add members as needed without waiting for IT approval, improving efficiency and autonomy in managing our workspace. This capability should include controls at th...

As a Front company admin deploying an API-based integration that requires access to individual teammate inboxes, I want to enable the "Allow access to my individual resources via the API" setting for all relevant teammates in bulk — either across ...

Currently, personal rules only on conversations that remain exclusively within private inboxes. Once a conversation is moved or mirrored to a shared inbox, personal rules are no longer applied. Adding an "Allow Individual rules to run" setting on ...

Add the ability to precisely target which recipient is evaluated by smart CSAT or smart QA. Instead of automatically targeting the last teammate responding, you can pick another recipient in the conversation and evaluate them accordingly. This wou...

AI Knowledge is an integral component of effective AI systems, however today AI Knowledge can only be distinguished by Workspaces. For users with multiple customer segments or types that require different knowledge but do not want to split effort ...

Rep#1 is OOO, and the thread goes to Rep#2. But then Rep#2 is OOO, it would be ideal if the thread was then assigned to Rep#1 instead of Rep#3 and so on. Our team works 4/10s, so this is especially difficult because each rep is OOO at least 1 day ...

We have an overseas afterhours team. Depending on the day of the week the staff can have a different role (ops,sales,broker). I have created shifts (After Hours Broker, Afterhours Ops) but I am not able to assign inbound conversations based on the...