All ideas

Currently, shared contacts are shared with everyone in the company rather than by workspace. I'd like to be able to separate out shared contacts to specific workspaces, rahter than to everyone, to avoid confusion and support our security team's le...

We would like to be able to customize the chatbot flow / serve our customers different flows depending on specific customer attributes (i.e., contact fields). Different customers fall under different categories in terms of how we will provide supp...

Would allow you to better define which messages are considered for SLA's and also give more control over when the SLA timer would start.

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately

Comments build up quickly, and then it gets difficult to dig through a wall of grey comment boxes. This would introduce the ability to have comments that are threaded together.

Looking for the ability to reduce to last 4 digits or hide credit card numbers if a client sends one in chat or email.

Add conversation custom fields as a filter in saved views. Today we have only 2 view filters (assignee and tags).

Ability to make articles private, draft, or published.