All ideas

Problem Response time metrics include time spent while a conversation is snoozed, inflating reported response times when agents intentionally delay a reply at the customer's request. Request Add an option to exclude snoozed time from response time...

Problem Only one attachment can be dragged at a time between emails, making bulk attachment transfers tedious. Request Allow selecting and dragging multiple attachments at once between emails, similar to Outlook's behavior.

Problem When creating a new tag during rule creation, it automatically becomes visible to all inboxes; most tags should be inbox-specific, requiring manual editing after creation. Request Show inbox visibility settings during tag creation in the r...

Currently, the "Allow conversations to be moved to all inboxes" setting controls both: Manual moves performed by users Automated moves performed by Rules This creates an unnecessary trade-off. Use case: Many organisations use separate Worksp...

Problem Dark mode only covers the main UI — the calendar and user settings pages still render in light mode, creating a jarring visual inconsistency. Request Extend dark mode support to the calendar view and user settings pages.

Problem: Rules built in sandbox can't be transferred to production, forcing builders to either edit prod directly or rebuild everything twice. Request: Enable export/promotion of validated rules and macros from a sandbox environment to production.

Problem There is no way to see which teammates are currently online or available, which is especially difficult for distributed teams across time zones. Request Display teammate availability/online status in the sidebar so users can see who is cur...

Problem AI Answers supports only English or French knowledge sources, and suggested replies require an English Knowledge Base — teams in other languages cannot use these features. Request Expand language support for AI Answers and suggested replie...

Copilot supports external knowledge sources as public URLs as a source for suggested replies. The request is to support more type of external sources like:* logged in KB* Files

Request Add an expanded color palette for tags to support color-coding workflows.