All ideas

Problem When switching to AI tagging, teams must recreate all existing tagging rules from scratch instead of converting and adapting their current rules. Request Allow converting existing tagging rules to AI tagging rules instead of requiring rule...

Problem When scheduling links are active and an out-of-office period is set, meetings scheduled through the link may still be created and conflict with the OOO time. Request Automatically cancel or disable any scheduling link meetings that fall du...

Request Enable filtering and searching conversations by individual teammate status or assignment state.

Problem Acknowledging internal emails requires typing full responses, adding friction to simple acknowledgments like "Thank you" or approval. Request Support quick emoji reactions or suggested response templates for internal emails to reduce respo...

Problem Analytics access controls are limited, preventing teams from restricting access to certain teammate groups or allowing company-level analytics for non-admins. Request Ability to restrict analytics access by teammate group and grant company...

Problem When scheduling meetings from the calendar sidebar, you can't check a guest's calendar availability like you can in the full calendar view, making it harder to find open times. Request Add the ability to view meeting guest calendar availab...

Problem In the contact manager, all fields display in a fixed order with no ability to hide less relevant fields. Request Allow customizing which contact fields display and their order in the contact manager.

Problem CSAT surveys accept ratings without comments, losing context for why customers gave specific scores. Request Add an option to require respondents to include a comment when submitting a CSAT rating.

Problem Dynamic objects can only be accessed through search or the 'view related conversations' link, making it difficult to track activity and discover new conversations related to a specific object. Request Allow users to pin dynamic objects to ...

Problem When managing conversations from the inbox list, you have to open each conversation to access quick actions like copying the URL, snoozing, or archiving. Support teams frequently need conversation URLs to reference tickets in other systems...