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Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship
6 months ago in CSAT metrics and reporting 0 Backlog

Add an option to individually sorting the different status tabs of an inbox

We would be interested in having the option to have individual sorting orders for the different status tabs of an inbox, for example, being able to sort the assigned tickets oldest-to-newest, but having the archive status be simultaneously sorting...
6 months ago in P2 display - conversation list 0 Backlog

Workload report: add 'New workload' and 'Closed workload' metrics

No description provided
6 months ago in Metrics 0 Backlog

Being able to host multiple form channels in KB vs. hosting them as separate resource links

Currently today we can only connect one form per KB. Ideally, there would be an option to add multiple consolidated forms as customers may need to submit many to various teams.
6 months ago in Knowledge Base 0

Nesting / Grouping Views

As a user with lots of views, I would like to be able to nest/group views together and collapse groupings, so that my views are more manageable and easier to navigate.
almost 2 years ago in Core Product Experience 0 Backlog

Oracle Netsuite integration

PlascoID has requested an Oracle Netsuite integration, because this is where they document all their support ticket. For each conversation, they manually create a ticket in Oracle Netsuite, copy-pasting the content of emails and associating a stat...
almost 2 years ago in New integration requests 0 Backlog

Push Email Notification for when an inbox goes offline

No description provided
over 1 year ago in Email channels 1 Backlog

Redact certain PPI in chat/email

Looking for the ability to reduce to last 4 digits or hide credit card numbers if a client sends one in chat or email.
about 1 year ago in Other (CPX) 0 Backlog

Use different KBs per chatbot/AI answers depending on customer

Jerry Services has multiple internal KBs depending on what insurance company their customer uses - i.e. Geico, FarmersInsurance, Progressive. This brought up an idea where in the future, can we connect multiple KBs to use for AI answers and depend...
about 1 year ago in AI / AI answer for chat / Knowledge Base 0 Backlog

Ability to Print Discussions (or export/download them)

Suggestion to be able to download or print discussions, both individually and mass export
over 3 years ago in Desktop 1 Backlog