Workflows

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Detect duplicate conversations & route them

Situation: Support teams can encounter multiple customer requests that are duplicates of previously resolved issues, leading to redundant work and decreased efficiency. Request: Implement a feature that automatically detects and flags duplicate cu...

4 months ago in AI / AI similar conversations / Workflows 1 Backlog

1 VOTE

Macros: "Move Message to New Conversation" as action

It would be nice if we had a macro option to move a conversation to a new message. Along with this option it would be super handy if we could preset the To address on the new message.

5 months ago in Macros 0 Backlog

2 VOTE

Teammate statuses selection

Hi, As per suggestion from the Front's User Support Team, I post this idea. It might be a good idea, as we have a situation where it definitely would be useful, to be able to activate/deactivate certain statuses. In our case, we would like to be a...

5 months ago in Admin Experience / Workflows 0 Backlog

5 VOTE

New [Is out-of-office] Teammate property for Dynamic Variables

Have a new [Is out-of-office] Teammate property to use in Dynamic Variables, in addition to [Is available] which returns false whether the status is Busy or Out-of-office.

5 months ago in Smart rules 0 Backlog

5 VOTE

Show time off end date next to a teammate's name

No description provided

5 months ago in Admin Experience / Teammate management / Workforce management 0 Backlog

6 VOTE

End shifts in the busy status

Set up shifts so that teammates are set as "Busy" X min before the end of their shifts, in order to allow for a smoother end of work transition. This way, teammates can finish their work without getting assigned brand new conversations that will r...

5 months ago in Admin Experience / Workforce management 0 Backlog

2 VOTE

Line break support for Text column type in rule sets

Add line breaks in Text column type in rule sets, so that it can be properly formatted in actions like adding a comment.

6 months ago in Rule actions 0 Backlog

15 VOTE

Macros available in Company settings

Ability to create macros at the company level, allowing them to be deployed across multiple workspaces and initiated from individual inboxes.

6 months ago in Macros 0 Backlog

2 VOTE

More SLA rule triggers

Current State Currently, SLAs will only trigger when either a conversation is created, or an inbound reply is received. Requirement Provide additional triggers for starting an SLA countdown, including: Ticket unsnoozed Time since last outbound rep...

7 months ago in SLA / Time-based options 0 Backlog

2 VOTE

Bulk upload Shifts

Mass changes for large teams in shifts are difficult to adjust in the product. Uploading via CSV would reduce the time needed to take these actions.

7 months ago in Admin Experience / Workforce management 0 Backlog

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