All ideas

Problem First Response Time and Response Time metrics include internal emails. When a conversation has both internal and external emails, all emails count toward the metrics, making it impossible to measure response times to external parties only....

Problem When Help Center articles are shared on social channels like X, they lack preview images. This makes the links less compelling and harder for users to verify they're legitimate support resources. Request Allow Help Center articles to inclu...

Problem The Help Center lacks visual formatting options to emphasize important information like warnings, tips, or critical details. This makes it harder to guide users' attention to key content. Request Add callout formatting (similar to Notion) ...

Problem Team roles cannot be used as dynamic variables within teammate groups. This means custom field rules that reference team membership must be manually updated whenever internal team structures change. Request Add support for team roles as dy...

Problem The copy and delete actions for email addresses in the Contact panel are inconsistent. The primary email displays a copy action, while additional emails show a delete action on hover. Request Standardize these actions across all email addr...

Problem Developers cannot programmatically move or reorganize messages between conversations. This requires manual UI operations even in applications that manage conversations at scale. Request Expose an API endpoint to move one or more messages f...

Problem When using 'reply in a new window,' the reply editor opens as a small popup window over the Front interface instead of maximizing to full screen or moving to a secondary display. Request Allow the reply window to open full screen, and idea...

Problem Dynamic object extraction currently requires exact text matches, limiting flexibility for real-world use cases. Request Improve dynamic object extraction to support flexible pattern matching beyond exact text.

Problem When a response time SLA is breached, team admins can't quickly find the exact message or timestamp where the breach occurred. Currently they must manually scroll through the entire conversation to locate this point. Request Show the exact...