All ideas

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

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.

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

I am hoping it would possible to build-in a notification center that would house all activity where I am (or users) @ mentioned. If this is not possible, modifying rule limitations to expand across all inboxes I have access to, to apply a custom p...

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 ...

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

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...

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.