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Smart QA scores available in exports / API

No description provided
7 days ago in Insights 0 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...
21 days ago in Core Product Experience 0
236 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
137 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

Add macros to Portal - Self Service Actions

All customers on the portal to take quick actions by surfacing macros on the portal. (Not necessarily attached to a conversation - instead just quick actions that allow users to interact with systems such as: "create a call back request" or "updat...
9 days ago in Macros / Workflows 0

Advanced Customisable Branding in Portal

Allow for customers change font, more colours of all elements and rearrange layout.
9 days ago in Customer Portal 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.
30 days 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
23 days ago in AI / Insights 0 Backlog
164 VOTE

Internal/External Out of Office

Hello Can we extend the vacation responder so you can set one responder for internal and another for external. We often need to provide different responses to the inside and outside of the organisation.
about 2 years ago in Vacation responders 2 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.
5 days ago in Contacts 0