Workflows

SLA rules work on "oldest unreplied message". This makes sense because that's how long the end customer has been waiting. But some use cases require it to work on "last unreplied message".

Increase the amount of views pinned to the sidebar to be more than 50 this is really helpful to maintain the organization of the workflow =

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...

This is an entire family of workflows around "I want to prevent something in special circumstances" Identified use cases: - Select a default channel in certain cases (i.e. "you have to use the risk@ channel by default when in the risk inbox") - Bl...

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...

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...

As a user, I need the ability to create a view by account (or domain) so I can view all comms with a certain customer in one place - and save that view (running the same search over an over again is not sufficient)

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

I'm building a Macro and want to provide a default value in a "Collect Teammate Answers" form. An example of how this could be used;I'm building an escalation workflow. The teammate should pick from a "Priority" enum field (High, Normal, Low) - I ...