Workflows

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.

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.

Add conversation custom fields as a filter in saved views. Today we have only 2 view filters (assignee and tags).

Add a "description" field to rules to explain what they do, why they were created, who is responsible for their maintenance, etc.

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...

The collect teammate answer form is a really cool feature but we've encountered some usability issues when the popup opens which hinder us from using it more. We want to let our colleagues fill in quite a few fields as we are planning to take cert...

Would be useful to have just the important info that the next team needs based on the information the previous team has compiled.

Due to an increase in phishing emails lately and a possible influx of more capable attempts with the advancements in AI tech it's important to make sure there are processes in place to catch them before they can cause issues. The idea is a new rul...

Update sequence functionality to provide additional information around open rate, bounce rate, etc.

We use a library, this probably means looking for a better one\.