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Frontline users can see rule logic with view-only access

This will help with transparency as to how/why messages are getting assigned to them or not. This could be managed with a view-only permission for custom roles.
over 1 year ago in Permissions / Rule management 1 Backlog

All individual inboxes appear in analytics

Currently, when a teammate adds an individual inbox, they can choose whether it will appear in company analytics or not. This can be update one-by-one, but this is tedious and error-prone and still allows the setting to be changed later by the use...
over 2 years ago in Admins can lock teammate-level settings 0 Backlog

Ability to directly auto assign to the replying teammate on a conversation that already has an assigned teammate.

It would be great to have a setting in the team inbox to be able to auto shift assignee to the individual who replies back within the a conversation that has someone already assigned to it. This would allow our teammates to quickly reply and not h...
about 1 year ago in Assigning 0 Backlog

Tag creation on mobile

In the phones app, it would be nice to be able to create a new tag while on the road.
about 1 year ago in Mobile 0 Backlog

Pin tag for a teammate after it has been created (not just during creation)

Ability to pin tags from the Edit flow for a tag
almost 2 years ago in P1 navigation - left pane 0 Backlog

Jump to first email in conversation

Have an easily accessible button to jump to the top of a conversation
almost 2 years ago in P3 display 1 Backlog

Talkdesk Integration - Add Answering Agent to Call Logging

As of now the data we're bringing in from Talkdesk isn't extremely useful to our customers as it does not specify who may have answered the phone. Other telephony integrations we have expose this information so our customers can create rules to ro...
about 1 year ago in Existing integrations 0 Backlog

Display Most Recent Email Sender in Inbox Preview

Currently, the name that appears on the top row preview of a new email in an inbox is always the person who authored the first email, followed by who sent the most recent email in the chain (if there is space). Is there a way to customize this? Or...
over 1 year ago in Core Product Experience 0 Backlog

Integration with Jira Data Center

have email notifications in Front produced by Atlassian to connect to the objects in Jira/ServiceDesk to do updates like: add comments to the task (internal, public) update assignee update watchers Be able to link an existing conversation in Front...
over 1 year ago in New integration requests 0 Backlog

CSAT analytics table by tag (issue type)

Customers want to understand the user experience (NPS, CSAT) based on different issue types. Today, we can apply tags to filter in analytics but it'll be an extremely cumbersome process to get a holistic view of this data.
9 months ago in CSAT metrics and reporting 0 Backlog