Workflows

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

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.

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.

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

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...

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...

Enable workflows based on the result of a smart QA evaluation

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

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

As a Front Admin, I want to be able to duplicate a Macro so that I can easily create a new one with similar settings, as opposed to setting one up from scratch. For example, if I want to set up the option to move into an inbox, it'd be much easier...