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Assign conversation in personal inbox moves under "assigned to me"

When assigning a conversation in a personal inbox to myself, the conversation disappears, it moves under "assigned to me". This feels very confusing. I would expect the conversation to be visible in both places like it does for shared inboxes. Can...
6 months ago in Core Product Experience 0 Backlog

Expand visible comment length in email notification

When an agent leaves a private comment on a ticket, and that agent has enabled email notifications, they receive a truncated version of the comment by email, it only shows the first 200 characters and the agent needs to see more information.
6 months ago in Notifications 0 Backlog

Global Variable

I think it will be useful to have a place to add global variables with a predeterminate value that you can use later in the templates and the link of image in that way when a change is made to any of the link for example you only do the change in ...
6 months ago in Custom fields 0 Backlog

Search in pinned comments

Instead of scrolling through long lists of pinned comments in a discussion
6 months ago in Core Product Experience / Search 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
6 months ago in Filters 0 Backlog

Customising displayed search filters shortcuts

When I know I'm never using tag filters but I'm often leveraging the subject line for instance, it would be great to have the ability to select the filters displayed by default under the search bar
6 months ago in Filters 0 Backlog

Conversion rates between stages, tags ..

Request : I would like to understand the conversion rate between conversation stages using tags. Use cases: understand the n umber of quotes received and the conversion rate of these quotes
over 1 year ago in Breakdowns and totals / Conversation Stages / Insights 0 Backlog

Ability to save the view - Expand or Collapse within a conversation

Currently the view of email that comes into a conversation defaults to Expand All, and for each conversation users has to go and collapse all, to see each email entry in that conversation. Could there be a feature enabled that allows each user to ...
about 2 years ago in Core Product Experience 0 Backlog

Use dynamic links in signatures

Customer is requesting the ability to use dynamic links in a signature. For example, when using the custom teammate field {{teammate.phone_number}}, they would like the number to be clickable.
about 1 year ago in Signatures 1 Backlog

Assignment of Merged Conversations

When 2 conversations assigned to 2 different people are merged or smart merged to give the option of who to assign it to, instead assigning based who is first alphabetically.
about 2 years ago in Assigning / Core Product Experience 0 Backlog