All ideas

Give an end user accessing their portal the ability to search and filter through historic tickets that show on the portal.

The current Zendesk importer is experiencing significant performance issues during large-scale migrations. Specific technical gaps include: Import Stability: The importer frequently fails or errors out during ticket transfer, resulting in incomp...

Sometimes having the ability to override an SLA timer is required from various actions such as: Internal customer emails OOO automated emails trigger a SLA reply but no action is needed Conversations requiring no actions During initial o...

SLA warnings currently show a rounded amount of time left before breach. We'd like to be able to either hover over the rounded amount to see the exact amount of time remaining, or just see the exact amount without hover.

The ability to tag drafts would be useful so that the user is allowed to "sit" on an email for a while, and not forget to tag it after sending. Currently, the only way to apply a tag to a draft is to schedule it for sending later, and then cancel ...

Our security team has a preference for having webhook payloads sent authenticated with OAuth Client Credentials, rather than being signed by an HMAC signature.

Smart CSAT seems to consider only emails and not considering comments on conversations.If one of our users comment and say for example 'case closed could not reach user' CSAT will still apply score without considering the comments on the conversat...

Same as auto-draft with AI for emails, but for chat and SMS or others TBD