All ideas

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Hide inbox from the Move to dropdown

Our instance is growing, and we have more and more inboxes. Some of these inboxes should never have anything moved into them. Other inboxes would be great to limit only to users who have access to the inbox. Would be great if we could provision pe...

over 1 year ago in Collaborate - work together seamlessly 0 Backlog

31 VOTE

Improvements to Shift scheduling

Rather than only supporting recurring weekly shifts, add calendar shifts so that customers can plan holidays, changes in schedule week over week, etc.

almost 4 years ago in Teammate availability / Workforce management 0 Backlog

2 VOTE

Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship

3 months ago in CSAT metrics and reporting 0 Backlog

2 VOTE

Workload report: add 'New workload' and 'Closed workload' metrics

No description provided

3 months ago in Metrics 0 Backlog

2 VOTE

Being able to host multiple form channels in KB vs. hosting them as separate resource links

Currently today we can only connect one form per KB. Ideally, there would be an option to add multiple consolidated forms as customers may need to submit many to various teams.

3 months ago in Knowledge Base 0

9 VOTE

Dedicated "View edit" permissions

Have permissions specific to create/edit/delete Views.

about 1 year ago in Admin Experience / Resource management permissions 0 Backlog

15 VOTE

Grammarly support in the Message Templates editor

Allow for using Grammarly when creating and editing Message Templates in Settings.

almost 2 years ago in Message templates 0 Backlog

15 VOTE

Slack channel integration — support syncing message edits

Once a message comes in from Slack, any edits that the original creator makes are not updated in Front, making it possible to miss information without going back to check the message in Slack. Images as an example.

almost 2 years ago in Existing integrations 0 Backlog

1 VOTE

Auto QA

With the power of AI run Customer Support Agent quality assurance on every conversation within Front and get Score Cards and additional reporting on Agent performance on the QA qualitative metrics you care about. This Product will be an Add-On on ...

about 2 months ago in Admin audit trail / AI / AI insights / AI tracking / Insights / Team performance analytics 0 Planned

13 VOTE

Outbound Chat Capability

Ability to send outbound chats with either an automated message or manual ones when customers are on certain pages of the website or complete certain actions

over 1 year ago in Live Chat 2 Backlog

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