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React instantly to CSAT ratings

As a support manager, I need a way to be notified in real time when I receive a CSAT with certain characteristics (score, account...) so that I can react immediately
9 months ago in CSAT 1 Backlog

Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship
9 months ago in CSAT metrics and reporting 0 Backlog

Add an option to individually sorting the different status tabs of an inbox

We would be interested in having the option to have individual sorting orders for the different status tabs of an inbox, for example, being able to sort the assigned tickets oldest-to-newest, but having the archive status be simultaneously sorting...
9 months ago in P2 display - conversation list 0 Backlog

Adjust displayed hours in calendar view

The ability to narrow the times displayed on the week view of the calendar. Currently it shows 24 hours, when only ~9 are going to have any events. This squeezes all the events in that time frame. Changing the view to 12 hours or less would make t...
9 months ago in Calendar View 0 Backlog

Open all conversations of metrics details with a P2+P3 UI

I want to be able to access a list of conversions directly in the inbox, so that I can navigate faster between them and take action on them
9 months ago in Analytics - Widgets - timeline 0 Backlog

Workload report: add 'New workload' and 'Closed workload' metrics

No description provided
9 months ago in Metrics 0 Backlog

Manually triggered auto replies should be accounted for in metrics

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately
9 months ago in Metrics 0 Backlog

Display exact age of metrics

As a support agent or a support manager, I need to know how fresh is the data I'm looking at, so that I can trust its value.
9 months ago in Insights - Systems 0 Backlog

Open facebook channel for lead ad messages

Currently today, we only support comments and direct messages in fb messenger. However, messages originating as Facebook messenger/lead ads are not syncing in Front. This would be helpful to capture more inbound communications/opportunities.
9 months ago in Facebook / Other channels 0 Backlog

Being able to host multiple form channels in KB vs. hosting them as separate resource links

Currently today we can only connect one form per KB. Ideally, there would be an option to add multiple consolidated forms as customers may need to submit many to various teams.
9 months ago in Knowledge Base 0 Backlog