All ideas

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.

Why it’s useful: It helps managers understand how consistently their team members are sending messages throughout the month, rather than just seeing a total count. A daily average provides a clearer picture of each person’s typical workload and co...

Currently, Company admins experience the following two issues when creating and editing Workspace Views: Company Admins must also have Workspace Admin access to create views Company Admins must have direct access to each inbox relevant for a v...

Being able to delegate an inbox to teammates via mobile phone in case we don't have access to the desktop.

I could add conversation/ticket ID into subject or message body, but for a person with multiple conversation threads it could be confusing to relate which survey to the respective conversation. It would be helpful for the respondent to be able to ...

Currently CSAT survey post closing a ticket/thread for multiple email recipients are sent out with generic email. The form requests for the respondent to enter their email address. It would be easier and quicker for the respondent to respond if Fr...