Disable 'Track sent emails' setting for all channels
Our "seen" tracker tell users when an email has been read by the recipient. It can be disabled for a given channel if it is regarded as too intrusive, however, this is not scalable if an admin wants to ensure it is disabled across all channels. We...
Assign conversation in personal inbox moves under "assigned to me"
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...
Expand visible comment length in email notification
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 ...
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
Move conversations between inboxes delegated to me
If a teammate has delegated their inboxes to me, I should be able to move their conversations between their individual inboxes. This can help personal assistants organize conversations into different individual inboxes.
Ability to verify chat visitor identity using fields besides email
Currently the Chat SDK allows you to verify chat visitor identity using email only. This would allow you to verify chat visitor identity using other fields like phone number or user ID.