All ideas

Our security team has a preference for having webhook payloads sent authenticated with OAuth Client Credentials, rather than being signed by an HMAC signature.

Smart CSAT seems to consider only emails and not considering comments on conversations.If one of our users comment and say for example 'case closed could not reach user' CSAT will still apply score without considering the comments on the conversat...

* On the analytics table when you click to view the smart csat score for a particular user(image1a) you are getting a list of conversations(image1b) where smart csat got added but you need to open each of these to see the star score. It would be u...

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 ...

We can do this via a message manually but via rules the option for forward as a new conversation does not exist.

Introduce setting to change time a chat transcript is sent to visitors with no reply from 5 minutes to another timeframe.

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)

each Team member can view their own metrics each team member can view & comment on their own Smart QA and see all feedback.

The Front / Salesforce integration has a "note" section, but it only updates the deprecate "notes and attachments" section in Salesforce. Notes are now a standalone feature, so using the deprecated version means we end up having to duplicate notes...

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