All ideas

As a support manager, I need a way to be notified in real time when I receive a CSAT with certain characteristics (score, account...) so that I can react immediately

Ability to use variables like {{today.date}} in message templates.

Right now, when setting up a view, you can only choose to filter by ANY tag which means that if I select more than one, I am getting all emails with any of those tags (OR logic). However, I would love to be able to select more than one tag and onl...

Ability to set up an approval workflow so that certain teammates can approve an article before it is allowed to be published

AI features are picking up the language from the conversation and sometimes picks the wrong one because of signatures or past messages in the thread. It would be great to be able to force the language per user, for instance wanting all results in ...

Suggestion for the participant list to show teammates that the user has interacted with the most (i.e. have added as a participant in other conversations), instead of what today's list is actually based which is who they have recently assigned oth...

I regularly need to fetch Teammate Activity Export data - it would be useful to enable access via the API

Today you can only see 3 all-day events at a glance per day. It is not obvious that users need to scroll to see the rest of the all-day events on that day. Suggestion to expand and collapse the top section.

When creating a view under analytics you have the ability to send yourself automated reports via email. When looking at the "tags" report you have the option to select "all tags" or "filtered tags". Currently the emailed reports always function as...