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Time Zones in Calendar Entries

In other calendars we can specify the time zone for a meeting.
about 2 months ago in Core Product Experience / Schedule - manage your calendar 0 Backlog

Allow backup managers to get rule-based notifications

As a manager who goes out-of-office occasionally, I want an easier way to make it so that I can have Reply Time goal notifications – such as when we are almost at a breach – route to my backup manager who will cover for me. This would mean I would...
17 days ago in Rule actions 0 Backlog

Allow Customer Portal follow up over email

Allow you to move your Customer Portal conversation over to email more easily. Many of people who submit tickets don't want to have to return to the help center to continue their conversation and want to be able to reply directly to a conversation.
4 months ago in Customer Portal 0 Backlog
119 VOTE

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 ...
almost 2 years ago in Admin Experience / Custom fields / Workflows 1 Backlog
156 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...
over 2 years ago in Teammate Groups 5 Backlog

Display the exact amount of time left before SLA breach

SLA warnings currently show a rounded amount of time left before breach. We'd like to be able to either hover over the rounded amount to see the exact amount of time remaining, or just see the exact amount without hover.
2 months ago in Core Product Experience / SLA 0 Backlog

CSAT API - New API endpoint(s) for CSAT Scores

Exposing new API endpoints for extracting CSAT Scores would be very useful. For example, provide a `GET /analytics/csat` endpoint to list CSAT scores. Provide the response data in a structured way with the score, reviewer, reviewee (teammate), com...
about 2 months ago in CSAT / Exports and API 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.
over 1 year ago in Admin Experience 4 Backlog
135 VOTE

Ability to preview attachments

Ability to preview attachments in an email without downloading.
over 2 years ago in Core Product Experience 3 Backlog
220 VOTE

Include To, CC, BCC fields as part of message template

Add recipient fields to message templates so they can be used repeatedly as well.
over 4 years ago in Message templates 8 Backlog