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API/Webhook export of Audit logs

Have the option to be notified/export audit logs. This can be via webhooks and/or a dedicated API endpoint. This is useful for: Monitor changes in workspace configuration on internal dashboards Add logs into SIEM platforms like Sentinel
2 days ago in Admin audit trail / Compliance & security 0 Backlog

Org Ticket Filters: Filter company tickets by assignee, product, site, priority, etc.

Allow customer admin to filter through and search all company tickets on their customer portal.
4 days ago in Customer Portal  / Knowledge Base 1

Allow Customer Portal follow up over email

Allow you to move your Customer Portal conversation over to email more easily. Many of people who submit tickets don't want to have to return to the help center to continue their conversation and want to be able to reply directly to a conversation.
9 days ago in Customer Portal 0

Chatbot handoff - Add "Create Customer Portal Conversation" option

Requesting a 4th option is added for Chatbot end-of-path options - the option to create a new Customer Portal thread. Our team wants to move towards a portal-based support model, so auto-creating a new portal conversation when a chat visitor needs...
2 days ago in Chatbots / Customer Portal 0

Customize vertical switcher in Settings

Have the option to customize the vertical switcher. Some ideas are: show/hide workspaces in the vertical switcher and customize order in which they appear on the sidebar
2 days ago in Settings (User Mgmt & Compliance) / Workspaces 0 Backlog

Macros that surface on a contact

Macros or quick action buttons that we can surface on a contact, account or app object card. If we want to be an operations cross team platform it would beb great to have actions that appear elsewhere in the platform, not just on the conversation....
2 days ago in Macros / Other (workflows) / Rule actions / Workflows 0

Filter Views by custom ticket status

I want to filter a View based on conversations in a certain custom ticket status (e.g. Waiting on Legal). Since I can't filter a View by custom ticket status, the workaround is to use a conversation custom field. However, I can't convert the ticke...
4 days ago in Views 0

Evaluate Smart QA only for some teammates

Allowing the rule to define what teammates / teammate groups should be evaluated
5 days ago in AI / Insights 0 Backlog
435 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...
about 2 years ago in Snooze 3 Backlog
433 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 16 Backlog