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Timeline of an employee's status

As a support leader, I want to be able to see the timeline of an employee's status. When were they first active? How often and for how long were they marked Busy or OOO? This will serve as an extra data point when trying to understand discrepancie...
4 days ago in Insights 0

Chat - Notification when customer abandons chat

The customer's chat team would like to be notified in some way when the visitor abandons the chat conversation.
4 days ago in  0

Chat - Display customer's geo location

When chatting with a customer, have the ability to see their current geographic location. This is important for businesses who have to comply with export restrictions.
4 days ago in Live Chat 0

"Vacation responder" for internal @mentions in comments

When I'm out of office for an extended time I set a vacation responder for emails. It would be helpful to enable the same thing for cases where a teammate @mentions me in an internal comment. Having a "comment vacation responser" could allow the s...
12 days ago in Vacation responders 0

Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/
4 days ago in Insights 0
342 VOTE

Comments will not cancel a snooze event

A lot of teams have a workflow where they snooze a conversation and continue to comment on it. It can be frustrating for them to always have to click Snooze again when it was internal comments that broke the snooze rather than a message from the c...
over 1 year ago in Snooze 2 Backlog
352 VOTE

Mark an inbound or outbound message as high or low importance

Inbound and outbound messages in Outlook can be set to have high or low importance: https://support.microsoft.com/en-us/office/mark-a-message-as-high-or-low-importance-44be4160-d3d9-4f26-97bd-46359b845ae3?ui=en-us&rs=en-us&ad=us Requesting...
over 1 year ago in Email channels 15 Backlog

Contacts and accounts plugin on mobile app

Provide access to contacts and accounts, similar to the plug-in available on the web browser and desktop app.
9 days ago in Native features 0 Backlog
122 VOTE

Support sending and receiving S/MIME encrypted emails

Summary We have the need to be able to send and receive client documents and need encryption on those emails More background from customer We work alot with the government, and other proprietary companies who will always send their emails encrypte...
10 months ago in Email channels 5 Backlog

Detect duplicate conversations & route them

Situation: Support teams can encounter multiple customer requests that are duplicates of previously resolved issues, leading to redundant work and decreased efficiency. Request: Implement a feature that automatically detects and flags duplicate cu...
24 days ago in AI / AI similar conversations / Workflows 1 Backlog