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122 VOTE

Assign Due Dates to Conversations

It would be great if a teammate could assign a Due Date for when a reply needs to go out for a specific conversation. We could tie in the Due Date with existing SLA rules, or issues notifications if the Due Date passes without a response from the ...
almost 2 years ago in Admin Experience / Custom fields / Workflows 1 Backlog
157 VOTE

Create a discussion with a teammate Group

Today, to start a discussion with a group of people, you need to type out each of their names to add them as participants. This can be cumbersome when the intention is to start a discussion with a large group of people. A possible solution custome...
over 2 years ago in Teammate Groups 5 Backlog

Allow Customer Portal follow up over email

Allow you to move your Customer Portal conversation over to email more easily. Many of people who submit tickets don't want to have to return to the help center to continue their conversation and want to be able to reply directly to a conversation.
4 months ago in Customer Portal 0 Backlog
140 VOTE

Ability to preview attachments

Ability to preview attachments in an email without downloading.
over 2 years ago in Core Product Experience 3 Backlog

Add Holidays to Business Hours

It would be great if we could add National Holiday closures as part of our company business hours.
over 1 year ago in Admin Experience 4 Backlog

Get the time left before SLA Warning or breach displayed based on business hours

Hi, I would like to have the time left before warning or breach displayed based on business hours of our teammates. For example, if a message was received 5.04 pm CET - Our business hours 9.00 AM to 5.00 PM CET. Time left is already displayed whil...
9 days ago in Core Product Experience / SLA 0 Backlog

SLA Warning to be displayed at message level

Hi, in long conversations, with lots of back and forth emails, we need to identify quickly and easily to which message in the conversations the SLA warning tag is applied to. Maybe highlight the message or a symbol close to the related emails but ...
9 days ago in Core Product Experience / SLA 0 Backlog

Time Zones in Calendar Entries

In other calendars we can specify the time zone for a meeting.
2 months ago in Core Product Experience / Schedule - manage your calendar 0 Backlog
228 VOTE

Include To, CC, BCC fields as part of message template

Add recipient fields to message templates so they can be used repeatedly as well.
over 4 years ago in Message templates 8 Backlog

Display the exact amount of time left before SLA breach

SLA warnings currently show a rounded amount of time left before breach. We'd like to be able to either hover over the rounded amount to see the exact amount of time remaining, or just see the exact amount without hover.
3 months ago in Core Product Experience / SLA 0 Backlog