ADD A NEW IDEA

All ideas

Showing 2061

Sent items in shared inboxes

Ability to see Sent items from Shared inboxes
over 2 years ago in Core Product Experience 1 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 2 years ago in Analytics - Times / Insights 0 Backlog

Add quick actions to Portal - Self Service Actions

All customers on the portal to take quick actions by surfacing quick actions (similar to macros in the inbox) on the portal. (Not necessarily attached to a conversation - instead just quick actions that allow users to interact with systems such as...
2 months ago in Customer Portal 0 Backlog

Change Private Tag to Shared

Have the ability to change a once private tag to a shared tag.
5 months ago in Core Product Experience / Permissions 0 Backlog

Make sure that CSAT reviewers are identified

It should be possible to know who left a CSAT comment: To correctly attribute to a contact To avoid self ratings from agents
over 1 year ago in CSAT 0 Backlog

Choose and display timezone of reports in Analytics

Metrics are affected by the user's timezone. Users in different timezones will see different values, but have no clear way to notice why.
6 months ago in Insights 0 Backlog

Print or PDF entire conversation including comments

Teams that deal with sensitive content that may be subject to audit are looking for a way to take a snapshot of all content (emails/comments) on a conversation so they can store it elsewhere.
over 2 years ago in Printing 0 Backlog

[context] Don't include closing salutation and signature in AI compose

It would be nice not to include "Best, Name" when using AI compose because this is already part of our signatures. This requires the users to remove it every time.
12 months ago in AI / AI compose 0 Backlog

Manage Teammates Sidebar as an admin

As a Front Admin, I want to be able manage my teammates' sidebar.
over 1 year ago in Admin Experience 1 Backlog

Integration with Microsoft OneNote

An integration with OneNote would be really useful Within Outlook, users can just click a button and their email details, including files, can be sent to OneNote, to collect both the email info and meeting notes, and things unrelated to email into...
over 1 year ago in New integration requests 0 Backlog