All ideas

A Front Translate module - Front user pick Translation engine. The possibility to connect your own Google Cloud Translation (account) to Front. Very easy to get started via the Google Cloud Console. Incoming messages can be translated in real time...

Problem Phone call transcripts from telephony providers are currently not used to generate Topics. Request Ability to use telephony provider transcripts to automatically generate Topics, making Topics truly omni-channel and accurately representing...

Problem When the current assignee goes out of office and a conversation reassigns to the next person, if the original assignee becomes available again before their turn in rotation, the conversation doesn't reassign back to them. Request When usin...

Problem Inbound messages, outbound messages, and internal notes in Chat conversations are difficult to distinguish visually due to similar blue and grey shades. Request Redesign message styling to clearly differentiate message types, and optimize ...

Request Add a rule action to merge a contact into an existing contact record for channels using different handles like chat.

Problem Analytics only show handle time, not the actual time spent working on a ticket from when a user starts to closure. Request Track time spent actively working on each ticket for more accurate analytics.

Problem Developers can't see logs of their API requests or debug failures; they have to contact support to understand why requests are failing. Request Provide a dashboard showing all API requests issued by an account, including request details an...

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...

Problem When multiple tags share the same name across different projects, the tag display only shows an arrow icon, making it impossible to distinguish which project a tag belongs to. Request Display parent tag and project information alongside ta...

Problem When a rule is created, it only applies to new conversations, leaving existing conversations unaffected even if they meet the rule conditions. Request When creating a rule, provide the option to retroactively apply it to conversations alre...