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New metric: first reply handle time

In Analytics, measure handle time for first reply only
about 2 years ago in Analytics - Times 0 Backlog

Align text and images (right-aligned, left-aligned, center)

No description provided
over 2 years ago in Composer 4 Backlog

Rename Forward to "Forward with subscribers" and Resend to "Resend with subscribers"

Hello! I think it would be a great idea if the highlighted "Forward" were renamed to "Forward with subscribers" and "Resend" to "Resend with subscribers." In situations when folks are trying to forward a message to others (and not reveal that acti...
almost 2 years ago in Core Product Experience 2 Backlog

Only show teammates with access to the Workspace as assignment, mention and participant options

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.
almost 2 years ago in Workspaces 0 Backlog

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
over 3 years ago in CSAT - Customisation - survey - scale 3 Backlog

Keyboard Shortcut For Ticket Labels

When using the old inbox you could archive emails using cmd+E. When you try to do that while the new ticketing feature is enabled, it opens up the ticket label options. It would be awesome if there were keyboard shortcuts for 'Open', 'Waiting' and...
5 months ago in Ticketing 0 Backlog

Support STP files in chat

No description provided
3 months ago in Live Chat 0 Will not do

SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
over 1 year ago in Insights / Workflows 0 Backlog

Ability to use "reply-to" fields in rules

Use the "reply-to" field for auto replies instead of the "from:" field.
about 4 years ago in Auto-reply 2 Backlog

[core] AI tagging suggestion mode

No auto-tag, but being able to see the suggestions so the team can validate before tagging
6 months ago in AI / AI tagging 0 Backlog