All ideas

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...

Copilot leverages similar conversations to suggest a reply. The request is to do something similar for AI Answer

I'd like an endpoint to fetch a conversation via API using the Ticket ID. Use case is that we want to give information about a ticket to our customers and the people who help our customers in Discord. They know their inquiry by the Ticket ID. Thus...

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...

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.

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

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

Right now we have up to 10 different authors creating content. We would love the ability to report on details like number of articles created by author, status, creator/author and last updated across the KB. It's possible to view some of this info...

Ability to filter in analytics by conversation custom field (similarly to tags)