All ideas

Request Enable load balancing limits to be configured separately for different message types (such as emails versus chats) for more granular distribution control.

Problem Time metrics only track one type of time (either calendar or business hours), limiting context about different work patterns. Request Simultaneously track calendar hours, business hours, and shift hours across all time-based metrics.

Request Provide shorter, more shareable CSAT survey links for easier distribution.

Problem Scheduled analytics reports can only be sent via email. Request Support sending scheduled reports to Slack channels as an alternative to email.

Request Expose Front Analytics data directly to Looker for easier visualization and reporting.

Problem Archived tags clutter the tag list when working with rules, analytics, or tagging emails, making it hard to find active production tags. Request Add an option to hide archived tags in rules, analytics, and email tagging workflows while kee...

Problem Some custom fields only allow selecting a single value from a dropdown, limiting the amount of information that can be captured. Request Support multi-select dropdown custom fields so users can choose multiple values from the same list.

Prospect wants WooCommerce Integration. 3 seats on Growth.

Problem The Create Analytics Report API provides SLA breach counts but not the total number of messages with SLAs, preventing users from calculating SLA achievement percentage. Request Add the ability to retrieve total messages with SLAs in the Cr...

Request Count adding a tag as an action toward reaction time metrics.