All ideas

Request Display similar or related articles alongside knowledge base articles (in place of the article outline).

Problem The timestamp display preference (relative or absolute) resets each time you log off, requiring you to reconfigure it daily. Request Save the timestamp display preference across sessions so it persists after logout.

Problem Support managers can't react immediately to CSAT surveys because they don't receive real-time notifications. Request Send real-time notifications for CSAT responses that match specified criteria such as score or account.

Problem Analytics metrics do not include manually triggered automated messages, resulting in incomplete visibility of teammate work and activity. Request Include manually triggered auto-replies in analytics and team metrics so work is accurately r...

Problem Sharing a view requires manually selecting individual teammates, and new group members don't automatically receive the shared view. Request Allow views to be shared with teammate groups and pinned to their sidebar, so all current and futur...

Problem Currently only single messages can be moved to a new conversation, making it impossible to split threads if the decision is made after the first message. Request Support moving multiple selected messages or all messages after a certain poi...

I would like a way to see at a glance all my unresolved or opened tickets and a breakdown how how long these conversations have been opened. Currently there is no visibility how long a ticket is in a status outside until it is resolved

The ability for Views to have an "AND" condition (rather than OR). Example: I want the view to shown me all conversations with Tag A and Tag B applied. Currently Views would show conversation with either Tag A or Tag B applied.

Problem Managing high volume of emails with rapid back-and-forth communication creates inbox overload. Request Batch incoming emails and reveal them at scheduled times to help manage notification frequency. Context Similar to Boomerang's inbox pau...

Problem Images in Knowledge Base articles lack alt-text, creating accessibility barriers and leaving no fallback text if images fail to load. Request Support alt-text for all images in Knowledge Base articles.