As a support manager, I need a way to be notified in real time when I receive a CSAT with certain characteristics (score, account...) so that I can react immediately
Include ability to right-click and copy an attachment to paste it somewhere else. Include ability to right-click and copy or drag and drop the email address that is in the "To" or "CC" or "BCC" line into the body of the email. Allow to right-click...
Print or PDF entire conversation including comments
Teams that deal with sensitive content that may be subject to audit are looking for a way to take a snapshot of all content (emails/comments) on a conversation so they can store it elsewhere.