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Introduce temporary breaks as an availability status (other than just Out of Office)

In addition to out of office, a break option would be hand (for lunch breaks, meetings etc.) to ensure communications like chats are not allocated to someone who is temporarily away from their desk.
over 1 year ago in Teammate availability 0 Backlog

Rule description

Add a "description" field to rules to explain what they do, why they were created, who is responsible for their maintenance, etc.
almost 2 years ago in Rule management 0 Backlog

Load balancing checking rule conditions again before assigning

Load balancing rule conditions are checked when a conversation *enters* the queue, but not when Front tries to assign. Ex: - Rule says "when inbound, if in inbox A, then assign load balance" - Conversation comes in inbox A, no teammate capacity, g...
over 2 years ago in Load balancing 1 Backlog

Conversation custom fields in Views

Add conversation custom fields as a filter in saved views. Today we have only 2 view filters (assignee and tags).
6 months ago in Custom fields / Views 0 Backlog

Give non-admins permission to manage shifts

Add a new permission for managing shifts that can be added inside a custom role. This enables teammates other than full Workspace admins to manage shifts.

Sortable rule set data

It would be good to be able to sort and change the order of the various rows within the Rule Set Data for Rule Sets. We are setting up a Master Rule Set for one of our teams to auto tag and assign messages received - this will end up having a lot ...
6 months ago in Workflows 1 Backlog

Notify action to rule templates

Adding a "notify" action to rule templates in the new rule library
10 months ago in Notify 0 Already available

Front Views 'Select all inboxes' option

Looking for the ability to select all inboxes when creating a view so that the view captures a single tag across all current inboxes and any future inboxes that I have in the future. Currently, I would have to scroll through and manually select al...
about 1 year ago in Views 0 Backlog

Message level statusing for SLA rules

Would allow you to better define which messages are considered for SLA's and also give more control over when the SLA timer would start.
over 1 year ago in Workflows 0 Backlog

Duration-type dynamic variables & custom fields

Introduce duration fields in rules to power time-sensitive workflows. For example: Add a "SLA target" custom field on the account to support a customer-specific SLA targets Have a "contract renewal date" custom field and use dynamic variable to fi...
over 2 years ago in Smart rules 0 Backlog