Insights

I would like a way to see at a glance all my unresolved or opened tickets and a breakdown how how long these conversations have been opened. Currently there is no visibility how long a ticket is in a status outside until it is resolved

Set a duration after which the survey is not accessible

Use case: "When a company has multiple brands or works in different regions and languages it would be great to have the ability to redirect the customers to different landing pages for CSAT surveys"

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

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...

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 ...

I could add conversation/ticket ID into subject or message body, but for a person with multiple conversation threads it could be confusing to relate which survey to the respective conversation. It would be helpful for the respondent to be able to ...

Currently CSAT survey post closing a ticket/thread for multiple email recipients are sent out with generic email. The form requests for the respondent to enter their email address. It would be easier and quicker for the respondent to respond if Fr...

Ability to spent time on each ticket in analytics (not just handle time), from the moment a user clicks on a ticket/is assigned a ticket and works on it to closure.

Hide comments from teammates (while still recording results).