All ideas

As other dates in conversation, you can click on it to switch from timestamp (May 30 9:29) to duration (6m) We want to be able to do the same for SLA timer.

Ability to change the channel used when replying or forwarding with rules. This useful when a conversation moves around multiple inboxes with different channels. This applies to the CSAT rule template too.

Ability to filter in analytics by conversation custom field (similarly to tags)

Right now we have up to 10 different authors creating content. We would love the ability to report on details like number of articles created by author, status, creator/author and last updated across the KB. It's possible to view some of this info...

Being able to delegate an inbox to teammates via mobile phone in case we don't have access to the desktop.

Import tags and message templates via CSV

Ability to toggle a view so that you can only see the email messages and not the internal comments.

Make calendar reminders more obvious either visually or with sound.

When a message sent to a group fails, display which recipients the delivery failed for. Currently this is not displayed in the UI