All ideas

Would help large teams be able to see exactly who is online, especially when the teams all have different starting times and work across the globe.

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.

The ability for top-level admins to set up rules or apply tags for oversight or alerting purposes without those actions being visible to the wider team. For example, if we want to alert a manager to review something via a rule, but we don't want t...

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...

The current Zendesk importer is experiencing significant performance issues during large-scale migrations. Specific technical gaps include: Import Stability: The importer frequently fails or errors out during ticket transfer, resulting in incomp...

Calendar User settings

Current audit log only covers classic rules, but does not cover changes to branching rules.

In other calendars we can specify the time zone for a meeting.

Some conversations don't need to be answered (newsletters, automations etc.). They are archived/resolved very fast and therefore skew analytics' metrics. Conversation stages offered a "no action needed" status, but are now deprecated. The "archive...

The ability to tag drafts would be useful so that the user is allowed to "sit" on an email for a while, and not forget to tag it after sending. Currently, the only way to apply a tag to a draft is to schedule it for sending later, and then cancel ...