All ideas

It should be possible to know who left a CSAT comment: To correctly attribute to a contact To avoid self ratings from agents

The ability to see ticket IDs at the top of P2 without the need to click on the message.

Allow to filter by categories of channels (ie email / voice / text)

Similar to Google Calendar, the ability to label specific colors within the Calendar.

Using AI to determine if messages agents are drafting to send violate key quality assurance metrics, create confusion, or otherwise may result in a low customer satisfaction for that conversation (DSAT). Simple things like tone, grammar/ spelling ...

This would be great for teams who are on the go and need an easy, low-risk, low-click way of kick-starting a workflow/process.

Hello! I think it would be a great idea if the highlighted "Forward" were renamed to "Forward with subscribers" and "Resend" to "Resend with subscribers." In situations when folks are trying to forward a message to others (and not reveal that acti...

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...

Allow rules to reply all instead of replying to the sender.