All ideas

Situation: Support teams can encounter multiple customer requests that are duplicates of previously resolved issues, leading to redundant work and decreased efficiency. Request: Implement a feature that automatically detects and flags duplicate cu...

Make sure admins can set up their instance properly, including teammate configuration, before sending out invitation notification.

3CX is a popular telephony solution, particularly in EMEA

Also: notes without a conversation

Enhance the filtering functionality in the schedule so that the inbox filter and teammate filter are more integrated: ensure that when an inbox is filtered, only those teammates with access to that specific inbox are displayed, thereby reducing co...

I have some existing automations which run when a comment is added with "CSAT Received" type content. Trouble is, I can't tell when it's submitted by a human or AI CSAT. I'd love a new rule trigger - CSAT Score. So I can start running a rule when ...

As other dates in conversation, you can click on it to switch from timestamp (May 30 9:29) to duration (6m) We want to be able to do the same for SLA timer.

As a manager, I want to be able to filter the Live Dashboard by Teammate to see how many conversations are Open and Waiting. Right now, I can only see #Open in the Assigned teammates table, but I'm unable to determine whether or not that includes ...

Why it’s useful: It helps managers understand how consistently their team members are sending messages throughout the month, rather than just seeing a total count. A daily average provides a clearer picture of each person’s typical workload and co...

Ability to sort the conversations list by sender or "from" address. This is something that is able to be done today in Outlook, and can be key to certain users' workflows.