All ideas

Currently selecting "Keep assignments when teammate is out of office or busy" is an all or nothing decision. Currently selecting this option changes all of the following when teammates are set to Out of office or Busy: New conversations can be a...

It would be nice to have the option for additional views, currently it is daily and weekly, but monthly would be useful in WFM.

Sometimes having the ability to override an SLA timer is required from various actions such as: Internal customer emails OOO automated emails trigger a SLA reply but no action is needed Conversations requiring no actions During initial o...

Allow admins to configure audiences on individual articles based on user segments. Not just based on knowledge base but instead, based on the actual article or category itself. Ensure that AI autopilot or copilot replies reference the correct know...

Would be based on the open-archived status, and replace the old "archived" metrics

Currently the inbox filter looks at the inbox at activity time This is expected behaviour but can lead to issues with some metrics such as "new conversations". In this particular case, if the conversation did not start in the filtered inbox, it is...

Enhance the filtering functionality in the schedule so that the inbox filter and teammate filter are more integrated: ensure that when an inbox is filtered, only those teammates with access to that specific inbox are displayed, thereby reducing co...

The current options for dealing with unwanted messages like OOO replies are limited to archiving/resolving the conversation or merely tagging the message. For shared inboxes with ticket statuses enabled, the "Archive conversation" action inappropr...

Out-of-Office (OOO) messages are currently reopening tickets in shared inboxes and triggering SLA rules. This forces support teams to constantly revisit tickets, and adds unnecessary workload and frustration The system should offer a native rule a...

This would allow teams to prevent overlapping automation triggers and ensure that branching rules execute exclusively and efficiently, improving rule logic control and workflow accuracy, and maintaining feature parity with linear rules.