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Print Knowledge Base Article for internal use by others

The knowledge base articles you may wish to print an article for use in a meeting, to walk through a process with someone who is for example in your warehouse and does not have a company. If a company is to put all processes and knowledge into the...
over 1 year ago in Knowledge Base / Printing 1 Backlog

[measure] Analytics on AI feature usage (in API, in product)

Situation: Today, except for AI and chat, there is no way of actually knowing how AI features are used by users for an admin. Request: Let admins know how AI features are used by their teams: be able to extract this information through an API if n...
over 2 years ago in AI / AI tracking 0 Backlog

Enable templates for discussions

It would be extremely helpful if we had the option to create discussion templates similar to the available email template function. Our team uses discussions to log various project statuses across multiple aspects of our business as shown in the i...
over 1 year ago in Internal discussions 0 Backlog

Capability to broadcast messages on the chat widget during downtime

When coverage is sparse or there is a service outage, customers would like to be able to notify customers opening the chat widget.
over 1 year ago in Chatbots 0 Backlog

Consider business hours in tag duration

Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not. When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working ...
over 4 years ago in Existing metrics 0 Backlog

ManageEngine Service Desk Plus Cloud Integration

Feature to submit incident or service request ticket into ManageEngine Service Desk Plus Cloud (ondemand).
over 1 year ago in New integration requests 0 Backlog

CSAT: instant rating capability

No description provided
about 3 years ago in CSAT 0 Backlog

Ability to create rules for an inbox delegated to me

Currently, you cannot create rules on a delegated inbox if not an admin. This is because the conversations live in a namespace you do not own.
over 4 years ago in Delegated inboxes 0 Backlog

Teammate availability per inbox/channel

Ability to make teammates available for rule assignment only for specific inboxes or channels.
over 4 years ago in Teammate availability 0 Backlog

Link to standalone front chat window so customers don't need to embed on a website

Ability to trigger chat widget opening with a hyperlink (e.g., <a href> link) to make it easier to give customers direct access to chat.
about 3 years ago in Live Chat 2 Backlog