All ideas

Hello Team! It would be really handy if we could see at a glance what items the customer has ordered in each order and the spend on each order with a total spend for the customer at the top. This helps us to contextualize our support to the custom...

Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not. When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working ...

Allow for customizable columns to simplify the Analytics CSV download from the UI

Ability to make teammates available for rule assignment only for specific inboxes or channels.

When reviewing scores on Smart QA for each of the categories, it would be great to only see the emails that were graded in that category. i.e. have the ability to filter out the "N/A" results.

Ability to create custom fields for different accounts. Example, tagging a specific custom fields that only applies to only 1 account and cannot be associated to any other account.

I have missed dozens of important messages because I hit "send and archive" and the client replys back while that is happening. The archive overrides it and I never see the new message until I get a reminder from client or I go looking for it.

When sending messages through the Front API through the Twilio SMS channel, Twilio's smart encoding feature is turned off. (Smart Encoding in Twilio automatically replaces special Unicode characters with GSM-7 equivalents to reduce message length ...