All ideas

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.

In Analytics, measure handle time for first reply only

Please consider adding a trigger for "being notified" (especially triggered by another rule). This would be incredibly powerful for daisy-chaining workflows. e.g., trigger rule when I have been notified by another rule. Use case: when an email is ...

All requests for new customization options in the CSAT survey (fonts, font color, etc.)

Currently, the only tag types are Private tags (that only the individual can see) or Public tags (that everyone with access to the conversation can see). It would be a cool feature to have "Private public tags," which would be public tags that onl...

Allow rules to reply all instead of replying to the sender.

Ability to reconfigure location of reading pane from the right to the bottom (similar to options in Outlook)

Currently, it's impossible to drag&drop attachments from Front to external applications (such as Google Chrome, Drive etc.) on Mac. It is possible on PC but not on Mac. This is a huge productivity killer and therefore will make a very big impa...