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340 VOTE

@mention someone in an email when composing

When I @mention someone in an email, I would like the user's contact to be automatically added as a recipient or at least given the option to tag them in the body to make specific call outs.
over 2 years ago in Composer 20 Backlog

Filter Views by custom ticket status

I want to filter a View based on conversations in a certain custom ticket status (e.g. Waiting on Legal). Since I can't filter a View by custom ticket status, the workaround is to use a conversation custom field. However, I can't convert the ticke...
24 days ago in Core Product Experience 0

Advanced Customisable Branding in Portal

Allow for customers change font, more colours of all elements and rearrange layout.
11 days ago in Customer Portal 0 Backlog
238 VOTE

Ability to copy rules

Provide the ability to copy rules instead of having to start custom rules from scratch every time and provide the ability to copy rules to other workspaces.
about 2 years ago in Workflows 5 Backlog

Contact Whitelisting

It should be possible for a company admin to create a company wide contact whitelist so teammates cannot accidently mark important contacts as spammers.
8 days ago in Contacts 1
139 VOTE

Support sending and receiving S/MIME encrypted emails

Summary We have the need to be able to send and receive client documents and need encryption on those emails More background from customer We work alot with the government, and other proprietary companies who will always send their emails encrypte...
over 1 year ago in Email channels 5 Backlog

More granular permissions - disable field editing or other actions such as "reply"

Disable field editing to keep single source of truth in CRM as native sync from Hubspot or Salesforce for example are only one way batches. So if a user edits a contact field this wont be reflected in hubspot and when the next batch syncs, their c...
9 days ago in Admin Experience / Advanced rule conditions and actions / Compliance & security / Security / Workflows 0

Smart QA scores available in exports / API

No description provided
10 days ago in Insights 0 Backlog

[context] AI features to support attachment as context (e.g., Suggested Reply, AI Answer)

Many KB articles and conversations contain images and other file types with critical content. We'd like to have them used as important context for resolution and be added to the draft.
about 1 month ago in AI / AI answer / AI Assist / AI knowledge / AI suggested replies (auto draft) 0 Backlog

Evaluate Smart QA only for some teammates

Allowing the rule to define what teammates / teammate groups should be evaluated
25 days ago in AI / Insights 0 Backlog