All ideas

Problem Multiple messages from the same sender create duplicate open conversations, increasing clutter and creating potential for missed responses. Request Add automatic conversation merging so multiple open conversations from the same sender can ...

Problem Comments cannot be scheduled; they send immediately, unlike emails which support Send Later. Request Add the ability to schedule comment delivery for future times.

Problem There are no keyboard shortcuts for changing ticket label states (Open, Waiting, Resolved), and existing shortcuts like cmd+E conflict with new ticketing features. Request Add keyboard shortcuts for Open, Waiting, and Resolved ticket label...

Problem Scheduled follow-up emails (Send Later) don't auto-cancel if the request is fulfilled before the send time, resulting in unnecessary messages. Request Automatically cancel scheduled emails when a new incoming message arrives in the same co...

Problem Multiple branching rules can trigger on the same conversation, causing conflicting automation and unpredictable behavior. Request Allow a "stop processing other rules" option so that when a branching rule triggers, other rules are prevente...

Problem There's no alert when sending messages to external email addresses, creating a risk of accidentally sharing sensitive information with people outside the organization. Request Display a warning banner when composing a message to external e...

Problem Audit logs do not capture conversation-level events such as tags applied, rules triggered, or other actions, limiting compliance visibility. Request Add conversation events (tag application, rule triggers, etc.) to audit logs so admins hav...

Problem Send-later options are limited to predefined times in Settings. Request Allow users to create custom send-later time options beyond the preset options available.

Problem Sequences (bulk message automation with CSV uploads and dynamic variables) are only available for email, not SMS channels. Request Extend Sequence functionality to SMS channels (e.g., via Twilio), including support for CSV uploads and temp...

Problem Email list view offers only two options: compact (all on one line) or default (sender, subject, preview). There's no middle option for users who want sender and subject only. Request Add a third view option that displays sender and subject...