All ideas

Request Connect Segment customer data platform with Front.

Problem Waiting status for tickets lacks time-based automation. If a ticket remains unresolved after time passes, there is no automatic way to return it to the inbox. Additionally, incoming comments or replies do not automatically update the ticke...

Problem Everyday actions like linking conversations, adding tags, setting custom fields, and associating objects are buried behind multiple menu levels, often requiring 3+ clicks to reach. While not a major issue in isolation, the accumulated fric...

Problem Finding private tags becomes very time-consuming when a large number of company-wide tags are available. Private tags get buried in the list if they haven't been used recently. Request Add the ability to filter by 'private' category when a...

Problem A remove button for shared calendars appears on hover and can be easily clicked by accident. Once removed, the calendar cannot be easily recovered without removing and re-adding the main user calendar. Request Add a confirmation prompt whe...

Request Extend custom fields to additional resources (Company, Workspace) and add new field types (such as Tag List) to support more complex data management scenarios.

Problem Ticket Statuses can only be used as conditions and actions in Workspace Rules, not Company Rules. This requires teams to manually duplicate rules across every workspace to apply the same logic organization-wide. Request Enable Ticket Statu...

Problem Conversations automatically reopen when internal out-of-office notifications arrive, even though these notifications don't represent genuine customer responses. Request Prevent conversations from reopening based on automatic out-of-office ...

Problem Rules can only remove one tag at a time, requiring multiple rule actions to clear all tags from a conversation. Request Add a rule action to remove all tags from a conversation at once, without needing to specify individual tags.