My ideas: Insights

Currently, the Live Dashboard allows to count the snoozed conversations only for non-ticketing inboxes. For ticketing inboxes, there's no way to distinguish waiting conversations that are snoozed or not.

Metrics are affected by the user's timezone. Users in different timezones will see different values, but have no clear way to notice why.

That would allow side by side comparisons on inboxes or other criteria instead of only timeline

It's hard to have a overview on low CSAT scores in the Customer Satisfaction report - especially in the account table. This would allow to quickly get a sense for customer health without digging in each account individually

The "Customer satisfaction details" table only contains details on traditional CSAT. This provides only a fraction of the knowledge about accounts

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...

Hide comments from teammates (while still recording results).

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...

Tables in Analytics report are limited to a certain number of rows, for example the details table in the CSAT report is limited to 500 rows. Although it may make sense to limit the number of rows to load in the app, it would be great if we could d...