All ideas

We need the possibility to test all rules not only some to make sure it is working as expected.

Unfortunately, there isn't currently a way to merge conversations when one is started as a form submission, and the other was started via email. The conversations have different "types" and are not compatible for merge, and we'd like to be able ...

Custom fields are currently limited to just 50. We would like to increase this to store additional customer data to trigger workflows and surface relevant context to our team

​It would be helpful to enable rules to be re-triggered by edited comments not just new comments, as users frequently update comments to include crucial information that may have been initially overlooked.

Be able to create message templates for comments the way you can for emails today.

Integration with Microsoft To Do similar to the existing Asana or Todoist integrations.

Currently in Outlook, I have the ability to highlight non-contiguous text, copy those items, and paste into an outside application.

As the title suggests, getting this information is helpful to display it in external systems, feed it into LLMs for account insights, and more.

Our security team has a preference for having webhook payloads sent authenticated with OAuth Client Credentials, rather than being signed by an HMAC signature.

Smart CSAT seems to consider only emails and not considering comments on conversations.If one of our users comment and say for example 'case closed could not reach user' CSAT will still apply score without considering the comments on the conversat...