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Include resolution time as an option for the Tags report
Right now we can see response times by tag in the Tags report, but we can't see resolution time directly in this report. This would be useful for better understanding the full scope of time it takes to resolve certain issue types, separate from ju...
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Allow developers to create new "Send to <integration>" rule actions
As a developer, I would like to create a "Send to <my-integration>" rule action. Today it's possible to create an Application Webhook to subscribe to all events in an account of a given type (this is great for use cases like logging metrics ...
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In-app self-serve AI answer using Internal KB (P4 AI Answers Chat widget?)
Instead of keyword searching and parsing through articles, would see much more value in the ability to leverage AI answers to filter through internal KBs and surface relevant procedural info. Ability to have AI Answers in the integrations panel th...
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[scale] Increase AI tag limit (allow more than 10 per inbox)
We should increase or ultimately remove the limit of 10 AI tags per inbox to allow Support teams to unlock more automated workflows and accelerate deflection. Support team uses dozens/hundreds of tags to categorize Support inquiry possible, so onl...
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Automatically generate AI summaries upon receiving email
I love the AI summary feature in front. My only criticism is that I wish it would automatically summarize incoming emails. This would allow me to quickly browse through the summaries without needing to click generate and wait for the generation to...
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Launched