All ideas

Out-of-Office (OOO) messages are currently reopening tickets in shared inboxes and triggering SLA rules. This forces support teams to constantly revisit tickets, and adds unnecessary workload and frustration The system should offer a native rule a...

Ability to change the channel used when replying or forwarding with rules. This useful when a conversation moves around multiple inboxes with different channels. This applies to the CSAT rule template too.

For clients with a sandbox/trial/developer account where significant effort has gone into testing workflows and integrations in a sandbox environment, migrating to production requires substantial manual work and copy/paste. It would be incredibly ...

Users would like an option to hide/minimize OOO auto-replies from threads to see a clearer history of interactions.

We currently have all our IT staff listed as company admins to handle company rules, developer options, company tags, etc. However, I don't want to give them access for other resources like billing, financial info or company preferences. We need g...

Many customers ask for the full conversation in an analytics export. This is not possible as conversations can be very long, and the infrastructure cannot handle it. However, we could think about adding conversation-level metrics in the Get conver...

I wanted to share a usability concern regarding the layout of the Chat and Internal Comment boxes. Currently, the two fields are very similar in both appearance and placement, which increases the risk of accidentally sending internal comments to t...

Make calendar reminders more obvious either visually or with sound.

We want more language support for the translate action in AI compose and the AI message translation feature. Languages like: Norwegian Hungarian Czech Latvian Lithuanian