Advanced rule conditions and actions

Showing 14

Add "Time of the day is" as Rule Trigger

The existing time criteria all exist as conditions to rules rather than triggers. For an overnight coverage use case it would be extremely helpful to have a time-based trigger be capable of taking action on a conversation. "When the clock strikes ...

8 months ago in Time-based options 3 Backlog

27 VOTE

Make Automatic Unassign when OOO Optional

Some users like using the snooze function. But we may have a bit of trouble if something is snoozed but reappears while the assigned person is Out of office status. Then the thread is unassigned and we can lose track of it. Not a big emergency but...

over 1 year ago in Assign 2 Backlog

60 VOTE

Select channel when replying or forwarding with rules

Ability to change the channel used when replying or forwarding with rules. This useful when a conversation moves around multiple inboxes with different channels.

over 3 years ago in Auto-reply 0 Backlog

47 VOTE

Ability to use "reply-to" fields in rules

Use the "reply-to" field for auto replies instead of the "from:" field.

over 3 years ago in Auto-reply 1 Backlog

16 VOTE

Improved Assignment Queues

Giving Admins more confidence that no conversations are left behind thanks to rules. Front already supports queuing conversations that cannot be assigned immediately but we want to make improvements to the experience: giving Admins visibility on t...

over 1 year ago in Assign / Workflows 0 Backlog

2 VOTE

More SLA rule triggers

Current State Currently, SLAs will only trigger when either a conversation is created, or an inbound reply is received. Requirement Provide additional triggers for starting an SLA countdown, including: Ticket unsnoozed Time since last outbound rep...

4 months ago in SLA / Time-based options 0 Backlog

21 VOTE

Allow rules and macros to "reply all"

Allow rules to reply all instead of replying to the sender.

over 3 years ago in Auto-reply 0 Backlog

6 VOTE

Notify action to rule templates

Adding a "notify" action to rule templates in the new rule library

about 1 year ago in Notify 0 Already available

15 VOTE

Assign through rules even if assignee is Out Of Office

No description provided

over 3 years ago in Assign 0 Backlog

12 VOTE

Auto-reply including conversation history

No description provided

over 3 years ago in Auto-reply 0 Backlog

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