All ideas

Problem Custom fields intended to be managed by rules or automations can be manually edited by teammates, breaking automated workflows. Request Allow admins to lock specific custom fields to prevent manual editing, ensuring values are only modifie...

Request Break down time spent metrics by individual teammate in reports for better visibility into workload distribution.

Request Make pinned analytics views more prominent and easier to access.

Request Display sent messages alongside received messages when viewing shared inboxes.

Problem Round robin assignment can overload teammates by assigning conversations without respecting workload limits. Request Add assignment limits to round robin so it respects a maximum number of open conversations per teammate, similar to load b...

Problem Message templates are full templates, but sometimes you only need to insert a short phrase or piece of information (like a meeting link) into an ad-hoc response without using an entire template. Request Add a "snippets" feature to save sho...

Problem Analytics dashboards can only be viewed in Front and cannot be exported for sharing or archiving. Request Enable PDF export of analytics charts and dashboard reports for internal sharing and scheduled email distribution.

Request Control how often analytics reports are automatically generated and sent to recipients.

As a developer I sometimes need to see the source inbox of a move (i.e. see which inbox a conversation was moved from in addition to the inbox it was moved to.

Problem Custom contact field dropdowns are limited to predefined options only, and don't support multi-select scenarios where multiple values may be relevant for a single contact. Request Enable two enhancements: (1) hybrid dropdowns that allow se...