All ideas

Use case: "When a company has multiple brands or works in different regions and languages it would be great to have the ability to redirect the customers to different landing pages for CSAT surveys"

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...

To make manual assignments faster/more accurate (especially to teammates with common names), it would be helpful if when I type a name into the assign box (like "Nick") the "Nicks" who populate show up in order of who you assign to most or who is ...

Allow rules using rule sets to be tested with the 'Test conversation' feature

Metrics are affected by the user's timezone. Users in different timezones will see different values, but have no clear way to notice why.

I am looking for a function like "Mute" to avoid seeing internal chatter, however, I would like to see the message again when an external sender replies or when I am mentioned. Currently, using "Mute" has caused me to miss external replies to mess...

Have a warning banner appear alerting sender from sending a message when emailing an external email domain. Much like this gmail functionality: https://support.google.com/a/answer/7380041?hl=en

Have articles assigned to a teammate or teammate group so that the responsibility of keeping the article up to date is clear (like assigning, but for articles)

Current State Currently, SLAs will only trigger when either a conversation is created, or an inbound reply is received. Requirement Provide additional triggers for starting an SLA countdown, including: Ticket unsnoozed Time since last outbound rep...

Today, teammates have the flexibility to change many preferences and customize their experience. However, in some cases, admins may want to lock the value of some of these preferences in order to create a consistent customer experience and ensure ...