All ideas

Currently, the scope of the report is not taken into account when calculating the metrics, leading to multiple counts. Ex: conversation is moved from inbox A to B. It will increment the new workload by one (for B) and the closed workload by one (f...

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart) Could also be solved by changing its definition (=> make sure it is not counted twice by tying it to a s...

Rules to not have explicit No value/NULL cases. It prevents very specific workflows from working ("do X if subject is empty").

Similar to what is offered to load balancing, round robin would not assign to teammates that have N open conversations already assigned.

Knowledge Base is great, but we need to make it searchable within an article to find keywords of interest. At the moment, Front has the option to search within all articles, but not inside a specific article to highlight keywords. We kindly reques...

Ability to split a conversation into multiple converastions via API.

Export the analytics visual dashboard, to share PDF internally. Also valuable for scheduled emails.

Currently, viewing a conversation marks the whole thing as being read, even if you didn't scroll up to see all the messages in the convo. This confuses some users when they read the most recent message in a long conversation, and the next time the...