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Admin Experience

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Dedicated "Merge conversations" permission

Ability to restrict "merge conversations"
5 days ago in Conversation/inbox permissions / Permissions 0 Backlog
133 VOTE

Create a discussion with a teammate Group

Today, to start a discussion with a group of people, you need to type out each of their names to add them as participants. This can be cumbersome when the intention is to start a discussion with a large group of people. A possible solution custome...
almost 2 years ago in Teammate Groups 5 Backlog

Assign Due Dates to Conversations

It would be great if a teammate could assign a Due Date for when a reply needs to go out for a specific conversation. We could tie in the Due Date with existing SLA rules, or issues notifications if the Due Date passes without a response from the ...
about 1 year ago in Admin Experience / Custom fields / Workflows 0 Backlog

Optionally invite teammates silently

Make sure admins can set up their instance properly, including teammate configuration, before sending out invitation notification.
10 months ago in Teammate invitation 0 Backlog

Add Holidays to Business Hours

It would be great if we could add National Holiday closures as part of our company business hours.
7 months ago in Admin Experience 1 Backlog

Extend Shifts functionality to include Busy status instead of just out of office.

This is useful since members of my sales team want to make sure that we get our direct communications, but I'd like the new group emails to go to the next available rep. I have a team that mixes both direct and group emails.
3 months ago in Admin Experience 0 Backlog

Configure business hours and shifts as a calendar

Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.
almost 4 years ago in Admin Experience / Calendar - other 8 Backlog

Increase the limit of custom fields

Custom fields are currently limited to just 50. We would like to increase this to store additional customer data to trigger workflows and surface relevant context to our team
about 1 year ago in Contacts / Custom fields / Developer Platform 0 Backlog

Be able to edit custom field in mobile app

Right now we are unbale to update custom fields in the mobile app. It would be great to be able to do this, especially for teams that work around the clock and on the go.
about 1 month ago in Core Product Experience / Custom fields 0 Backlog

End shifts in the busy status

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...
4 months ago in Admin Experience 0 Backlog