All ideas

Allow admins to bulk-set preferences across a company. CSV template upload would probably work best and would not require a complex UI.

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...

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.

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 ...

Instead of scrolling through long lists of pinned comments in a discussion

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

At times, the team send the email to the wrong email domain. We would like a pop up to ensure the recipients are correct.

When a Macro has a Collect Teammate Answer step, leaving a text field empty could be a valid response that triggers a different branch condition. An option within "Add prompt" to mark a text field as Optional would allow for this added flexibility.

Leverage various criteria from audit trail to surface during QA. For instance: Who added which tags Message deletions Usage of message templates

Add custom emojis with company logos to better organize emails. We currently work wither a number of different wholesale partners (with the list growing) and adding a tag that's associated with their logo rather than just a color would be very hel...