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Core Product Experience

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Allow multiple people assigned to one conversation

We are a large organization where we have multiple teams working in parallel with multiple stakeholders, there are times when two individuals from two different teams have to be responsible and responding on the same ticket. Understand there is th...
over 1 year ago in Assigning 5 Backlog

UNATTENDED FORCE OUT OF OFFICE

When a user forgets to sign off, or gets pulled away from their desk for "X" amount of time, the system makes the user "OUT OF OFFICE" and no longer allows ruled assignments. This would benefit us outside of the scheduling function. Often we have ...
over 1 year ago in Core Product Experience 1 Backlog

MUTE & SNOOZE

There are several threads I want to review at a later time but the back and forth keeps waking the conversation up. I can MUTE a conversation, then click over to archive, and then SNOOZE it to get my desired outcome. However, a Mute and Snooze sou...
over 2 years ago in Snooze / Triage - get to inbox 0 2 Backlog

Assign new draft to creator

Our workflow is that we: Press "Compose" The default email address is an email from a shared inbox. It’s configured here: Preferences / Personal / Preferences / Default channel We add participants Then the draft is in the shared inbox and we see t...
almost 2 years ago in Assigning / Compose - write efficiently with quality 1 Backlog

Ability to emoji react to emails

It would be cool if we could react to emails with emojis such as how we can react to comments.
about 2 years ago in Collaborate - work together seamlessly / P3 display 0 Backlog

moving inboxes or re-assigning save option

Have the ability to press a save button or a apply button when changing the inbox or assignee, so that the user has a chance to enter all internal comments or other additions before it disappears from their view.
6 months ago in Assigning / Core Product Experience 0 Backlog

Ticket status needs to be at workspace or inbox level

so that different teams can have personalised ticket statuses
6 months ago in Ticketing 1 Already available

Waiting tickets - time based rule for return

for tickets to be truly useful you need to be able to select a return time to the inbox if unresolved -similar to Snooze. Also comments and replies should move it back to Assigned
6 months ago in Ticketing 3 Backlog

Ability to adjust email headers

It would be very useful to be able to add headers to messages sent via a custom SMTP server.
about 4 years ago in Message headers / metadata 2 Backlog

duplicate conversations

where i can find a conversation in another inbox that I don't have access to - i need to have the ability to duplicate the conversation to my inbox
6 months ago in Core Product Experience 2 Backlog