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Explicit "empty value" cases in rule conditions

Rules to not have explicit No value/NULL cases. It prevents very specific workflows from working ("do X if subject is empty").
about 3 years ago in Other (workflows) 2 Backlog

Drag and drop to change rule order

Instead of using the arrows, or typing in the order number you want a rule to fall into, having the ability to drag and drop rules in different order could be a better experience for customers who have cascading rules.
over 3 years ago in Rule management 0 Backlog

Send to spam rule action

No description provided
over 3 years ago in Rule actions 0 Backlog

Granular assignment limits

Giving Admins the ability to set complex limits such as “assign up to 1 chat and up to 5 emails to this teammates"
about 4 years ago in Load balancing 0 Backlog

Create resources (tags, inboxes) from rule editor

Allow tag and empty inbox creation from the rule editor to speed up creation.
about 4 years ago in Other (workflows) 0 Already available

Collect teammate answers: support images and attachments

Collecting attachment as answers to specific fields while triggering a macro, for easy handoff/escalation to another team Use TIC to upload an attachment Use macro action(s) to use the attachment
about 2 months ago in Macros 0 Backlog

Manage Shifts with Teammate Groups

No description provided
7 months ago in Admin Experience / Workforce management 0 Backlog

Create Rule From Selected Message in the inbox

Starting the Rule Creation Process from an Example Message would Improve Workflow Given, rules are designed to manage what happens to a particular type of incoming message, it would be logical to start the process of rule create using an example m...
12 months ago in Workflows 0 Backlog

Bulk edit teammates' availability

Something team leads can use to easily toggle "available / Out of office"
about 1 year ago in Admins can control more teammate settings / Teammate management / Workforce management 0 Backlog

Automatically remove CSAT Survey rule tags after a user defined amount of time

Currently customers don't have a way to automate the removal of tags used in CSAT rules that send survey templates in app. This causes issues when customers have a large amount of conversations that use a channel type that does not typically creat...
over 1 year ago in CSAT / Workflows 0 Backlog