All ideas

Currently, the only tag types are Private tags (that only the individual can see) or Public tags (that everyone with access to the conversation can see). It would be a cool feature to have "Private public tags," which would be public tags that onl...

Today we can only insert message template variables in the body. The goal here is to be able to use variables in the subject field (optional field) of message templates.

Ideally, we'd want every conversation in our shared inboxes to get tagged so they can be triaged to the appropriate inbox. The AI tagging rule doesn't support moves Trigger on New Inbound Conversations Only: The AI tagging rule doesn't seem to sup...

In Analytics, measure handle time for first reply only

For example:- unassigned- archived- custom conversation fields- Ticket status

Leverage comments and tag teammates to be able to collaborate on knowledge base drafts

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

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

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