All ideas

Some conversations don't need to be answered (newsletters, automations etc.). They are archived/resolved very fast and therefore skew analytics' metrics. Conversation stages offered a "no action needed" status, but are now deprecated. The "archive...

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

When an inbound message is received from a customer, and the message requires internal collaboration on the backend, an admin wants to track how much time is spent on that specific internal task. Example: As tasks and discussions are assigned to t...

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

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

Out-of-Office (OOO) messages are currently reopening tickets in shared inboxes and triggering SLA rules. This forces support teams to constantly revisit tickets, and adds unnecessary workload and frustration The system should offer a native rule a...

Minimize room for error and noise when assigning or mentioning someone. Only teammates with access to the conversation's Workspace should be possible to select.

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

Stop auto-archiving personal copies for teammates who are Participants when the conversation is moved from an individual's inbox to a shared inbox via the 'move to inbox' rule.