Workflows

Since chat and text are the busiest support channels, an option to set up rules so those conversations are auto-prioritized and routed to the most or first available agent would be great.

Require tag rules currently apply to move and archive actions. It could be useful to offer other options: reply, comment, etc.

Allow multi-select dropdown prompt type as a teammate answer option in macros, so that teammate can select multiple values in the dropdown.

I want to create a Rule Set where one or more variables are optional. For example, a rule might match new conversations when they arrive in specified mailboxes, from specified senders, with specified words in the subject, and notify specified team...

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

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...

Enable workflows based on the result of a smart QA evaluation

When moving a message to a new conversation, there is no base rule trigger to automate actions on the new conversation. This idea suggests adding a new item to rule triggers for when a conversation is created from a split.

When a rule is created, the end user should be given the option to apply this rule to conversations in the open state in the inbox if they meet the conditions.

Ability to have more granular permissions when it comes to "rule creation". It would be important to have some rule templates/rule types that certain users can create