All ideas

Problem Admins can't prevent users from tracking request status in the Customer Portal. Request Allow admins to disable request tracking, so users can only submit requests. Also support submitters continuing conversations via email or other channels.

Problem Identifying common feature requests, emerging issues, and frequent questions across support inboxes requires manual review and tagging, which is time-consuming and slow to produce actionable insights. Request Provide an AI-powered reportin...

Problem The current API only provides an is_available field indicating whether a teammate is available. This lacks the detail needed to alert clients about specific unavailability windows. Request Add an API endpoint to fetch teammate time off det...

Request Export sequence analytics including open rates and bounce rates to CSV for analysis and reporting.

Request Add a rule action to automatically log emails and interactions to Gainsight, similar to existing Salesforce and HubSpot integrations.

Request Show AI-suggested replies within individual inboxes to enable faster reply composition at the inbox level.

Problem The 100-message limit for merging conversations is frequently exceeded when merging large email chains with multiple team members, preventing the use of this feature. Request Increase the message limit for merging conversations, or remove ...

Problem When a conversation is moved by a rule, it automatically archives for subscribers with no way to prevent this behavior. Request Option to control whether conversations are archived for subscribers when moved by a rule.

Outbound metrics (seen / opened / nb of reach out before reply)

Request Connect Atlassian Jira Service Desk with Front for help desk ticket management and collaboration.