All ideas

We would like to get a metric that captures the average time from when the conversation was assigned to a team member to the time of their first reply. Assigned Time to First Reply Time average. Some of our customers respond late at night outside ...

It is very difficult to find emails when they are all listed as "Me". Can we please change them back to the name?

It'd be great to be able duplicate a contact group from one team to another (or to/ from the whole company), to save manually re-creating a contact group or multiple contact groups. It's currently not possible to change access levels - if a group ...

Restrict certain teammates from merging together conversations, to prevent the feature being mis-used.

It seems to me like counting throttled API calls against our API call limit is punitive and the root cause for these snowballing outages. This is compounded by the fact that we are relying on Zapier for these api calls and can't finely control the...

Customize content of the Slack message when using the Send to Slack rule action.

We’re trying to create Dynamic Objects in Front using information from Okta and to use their API, the HTTP Authorization header needs a custom prefix (SSWS) https://developer.okta.com/docs/reference/api/users/#get-user-with-login. Can we please ge...

An admin can view which teammate Groups a given teammate belongs to, but it can only be edited from the teammate Groups. This means that I want to add a user to multiple teammate Groups I must navigate to each one.