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All individual inboxes appear in analytics

Currently, when a teammate adds an individual inbox, they can choose whether it will appear in company analytics or not. This can be update one-by-one, but this is tedious and error-prone and still allows the setting to be changed later by the use...
over 3 years ago in Admins can lock teammate-level settings 0 Backlog

Ability to hide fields when creating or updating a module in Zoho

In the Zoho plugin, you can edit what fields are visible when viewing modules like a contact or lead. However, there is no way to hide certain fields from appearing the create or edit UIs. This would be useful since many of those fields are option...
11 months ago in Developer Platform / Existing integrations / Partner Integrations 0 Backlog

CSAT analytics table by tag (issue type)

Customers want to understand the user experience (NPS, CSAT) based on different issue types. Today, we can apply tags to filter in analytics but it'll be an extremely cumbersome process to get a holistic view of this data.
almost 2 years ago in CSAT 0 Backlog

Metrics on rules and macros

Count how many times a rule applied, who triggered a macro etc
over 2 years ago in New metrics 0 Backlog

[tone] Custom tone with AI compose

Ability to modify existing tones with AI compose to align with how their company speaks, or have the AI learn their companies tone and make a custom tone. Ability to have a tone selected by default.
about 1 year ago in AI / AI angel (QA before sending) / AI compose 0 Backlog

Set signature to message template

Tie a signature to a particular message template
over 2 years ago in Message templates / Signatures 0 Backlog

Inbox experience: view pending time-delayed rules in conversation activities

Being able to see triggered (but not yet run) rules inline with actions would be great so we can know (at a glance) if something may happen to a ticket, both for just general knowledge sake, but also debugging purposes. Even better if there was a ...
4 months ago in P3 display / Time-based options 0 Backlog

Outbound communication metrics

Open and Reply rates etc.
11 months ago in Insights 1 Will not do

Rule condition: if recipient is in Bcc field

Most of the time we're bcc'd by a customer, it is spam or a phishing attempt. I wish front could alert us natively via an obvious tag in the app (vs requiring us to create rules for hundreds of inboxes). Thanks!
4 months ago in Rule conditions / Tags 0 Backlog

Filtering search on conversations with a single participant

Would help when I'm looking for a 1:1 discussion for instance, instead of surfacing all team discussions where this person is included
7 months ago in Filters 1 Backlog