All ideas

Problem Rules can't be triggered based on teammate availability status. Request Add a rule condition that triggers when a teammate (e.g., an inbox owner) is out of office, enabling automatic reassignment or notifications.

Problem Knowledge Base shows the same articles to all authenticated users without the ability to customize visibility based on user type or role. Request Enable Knowledge Base to dynamically display articles based on user custom fields or role, so...

Problem SMS links in signatures are deleted when saved, while telephone links work fine. Request Support SMS links in email signatures without removing them when saved.

Problem Analytics metrics are displayed as totals or summaries, with no way to view granular time-based breakdowns. Request Ability to break down any analytics metric by day, week, month, or custom time periods in a table view.

Request Display knowledge base articles in the mobile app so end users can access help content on the go.

Problem Customers can send attachments via Instagram, but agents can't, limiting the ability to share product photos. Request Allow agents to send image attachments in Instagram replies.

Problem Rules that require a tag fire on both archive and move actions, with no way to trigger only one. Request Ability to specify whether a rule triggers on archive, move, or both actions independently.

Problem The unread counter is hidden when the browser tab is pinned or minimized. Request Display a notification badge or counter on pinned browser tabs, similar to Gmail.

Problem With many rules, they become difficult to find and manage. Request Add folder organization for rules to improve discoverability.

Problem The message template picker displays only 4 recent templates followed by all available templates, requiring users to scroll through every team member's templates to find their own. Request Add ability to filter message templates to show on...