All ideas

Problem Currently, copying a ticket ID only copies that ID to the clipboard, without the associated conversation URL. Request When copying a ticket ID, also copy the conversation URL simultaneously.

Problem Only one attachment can be dragged at a time between emails, making bulk attachment transfers tedious. Request Allow selecting and dragging multiple attachments at once between emails, similar to Outlook's behavior.

Problem Dark mode only covers the main UI — the calendar and user settings pages still render in light mode, creating a jarring visual inconsistency. Request Extend dark mode support to the calendar view and user settings pages.

Problem There is no way to see which teammates are currently online or available, which is especially difficult for distributed teams across time zones. Request Display teammate availability/online status in the sidebar so users can see who is cur...

Problem Response time metrics include time spent while a conversation is snoozed, inflating reported response times when agents intentionally delay a reply at the customer's request. Request Add an option to exclude snoozed time from response time...

Currently, when a macro uses an action that creates a new draft (like applying a message template or canned response), it generates a clean, blank message. It does not automatically include the previous conversation history, similar to how hitting...

Problem AI Answers supports only English or French knowledge sources, and suggested replies require an English Knowledge Base — teams in other languages cannot use these features. Request Expand language support for AI Answers and suggested replie...

Copilot supports external knowledge sources as public URLs as a source for suggested replies. The request is to support more type of external sources like:* logged in KB* Files

Problem When creating a new tag during rule creation, it automatically becomes visible to all inboxes; most tags should be inbox-specific, requiring manual editing after creation. Request Show inbox visibility settings during tag creation in the r...

Problem Tags can only be applied after sending — users who hold drafts for review risk forgetting to tag the conversation later. Request Allow tagging conversations while a draft is still being composed, so tags are applied before sending.