All ideas

We would like to get a metric that captures the average time from when the conversation was assigned to a team member to the time of their first reply. Assigned Time to First Reply Time average. Some of our customers respond late at night outside ...

Have the option to show "similar articles" (in the same sub-category) or "related articles" on the left side of the article instead of the outline of the article.

We're not using the "Waiting" status, that is too generic for us. We have created custom statuses like "Waiting for Customer answer" or "Waiting for logistics answer", that work well. But we are "stuck" with the standard "Waiting" status that we d...

User StoryAs a business owner, I need to work with SaaS providers that allow me to increase or reduce my software seats during a given year based upon headcount. Current FunctionalityCurrently Admins are allowed to increase software seats during a...

I'm looking at setting up a time based rule for emails in the waiting ticket status. But as the wait time differs between external and internal departments, I currently need to make multiple rules to cover all. If the time since trigger rule can b...

Pinned comments are displayed with the small grey icon in the P3 header and in the timeline but look like normal comments. It would be useful if they stood out more.

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

Example: When a comment is added by sales, body contains "#quote", if the conversation is in accounting, then create task in inbox accounting. When a comment is added "#redston", if conversation is in production, the create link conversation with ...