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Message templates: Add business hours as a variable field

Our team currently has a fairly large number of templates which we use for rules and automations (mostly for off-hours requests). Though we don't change business hours often, when we hire in different time-zones and therefore update hours, it woul...
about 2 months ago in Message templates 0 Backlog

Knowledgebase Content Localization

It would be great to have content localization built into the knowledgebase. Have multiple versions of a page, for example a version for Ireland and a version for the US. The link/url to the page remains the same and the site will show the correct...
about 2 months ago in Knowledge Base 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...
3 months ago in Customer Portal 0 Backlog

Excel file preview instead of download

Sometimes we only need to view details thus having a preview option like Outlook has will help lessen the auto-downloading of excel files.
over 2 years ago in Collaborate - work together seamlessly 3 Backlog

Disable contact exporting for non-admins

Provide admin the ability to turn off contacts exporting for non-admins
over 2 years ago in Contacts / Export 3 Backlog

Ability to add an assignee/owner for knowledge base articles

Have articles assigned to a teammate or teammate group so that the responsibility of keeping the article up to date is clear (like assigning, but for articles)
almost 2 years ago in Knowledge Base 0 Backlog

Rank search results based on the recency of the match and not the most recent activity on the conversation

Description: Search results are ranked chronologically but based on the last activity time of a conversation containing a match, and not based on the activity time of the search match in the conversation. For example for the search query: acme@acm...
over 2 years ago in Search Ranking 0 Backlog

Ability for team members to manually send Front Chat transcript to chat visitor

Add setting so teams can customize whether they want the chat transcript to be sent every 5 minutes when a chat visitor does not reply, or if teammates can send the transcript manually.
over 2 years ago in Live Chat 2 Backlog

I want to customize "unsubscribe" to still have external replies bump conversation in my inbox (rather than being archived)

I am looking for a function like "Mute" to avoid seeing internal chatter, however, I would like to see the message again when an external sender replies or when I am mentioned. Currently, using "Mute" has caused me to miss external replies to mess...
about 2 years ago in Mute / subscribe 0 Backlog

Searching for assignee displays matches in order of most commonly assigned to or displays matches in the current team inbox, as opposed to alphabetically

To make manual assignments faster/more accurate (especially to teammates with common names), it would be helpful if when I type a name into the assign box (like "Nick") the "Nicks" who populate show up in order of who you assign to most or who is ...
over 2 years ago in Collaborate - work together seamlessly 1 Backlog