All ideas

When an auto-reply (like an OOO) is received, the subsequent replies in the conversation often lose the full list of original CC recipients. This forces agents to manually scroll back through the thread to find a message with the full recipient li...

It would be great to have the possibility to add folders or some separator that you can name for teams. Currently it's like: Shared - WORKSPACE NAME -- SHARED INBOX 1 -- SHARED INBOX 2 I would like the possibility to have it like: Shared - WORKSPA...

Hi Team, It would be very helpful to have additional features in the Slack channel settings to improve navigation and usability. We currently have 10 500+ channels and we can't work on them to delete or clean as it is Currently available options: ...

Problem Teams don't know whether CSAT survey completion and response rates vary based on how the question is phrased or framed. Request Measure and compare survey efficiency metrics (response rate, completion rate) across different survey question...

Problem The chatbot opens to the chat tab by default, but some customers would prefer to direct visitors to the Knowledge Base first. Request Allow admins to configure the Knowledge Base tab as the default opening tab for the chatbot.

Problem When opening a conversation from search results, the view doesn't automatically jump to the latest message, requiring users to manually click 'jump to most recent.' Request Default to showing the most recent message when opening any conver...

Problem Private tag additions and removals don't appear in analytics reports, making it impossible to track which conversations previously had a tag when it's accidentally removed. Request Include private tag changes (adds and removals) in analyti...

Problem Support leaders need visibility into when customer relationships improve over time, but current satisfaction metrics don't highlight progress from low to high ratings. Request Add a satisfaction metric that tracks improvement—showing when ...

Request Add metrics for new and closed conversations to provide better visibility into team workload and productivity.

Problem The Knowledge Base currently supports only one form per article. Customers need to submit multiple forms to different teams. Request Allow multiple forms to be embedded in a single Knowledge Base article, consolidating customer submissions...