All ideas

It's hard to have a overview on low CSAT scores in the Customer Satisfaction report - especially in the account table. This would allow to quickly get a sense for customer health without digging in each account individually

The "Customer satisfaction details" table only contains details on traditional CSAT. This provides only a fraction of the knowledge about accounts

Summary: I’d love to have a dedicated report or filter in Front that shows all conversations archived or closed by automation rules — including which specific rule and branch performed the action. Problem: Right now, the full events export only le...

It would be nice to have the option for additional views, currently it is daily and weekly, but monthly would be useful in WFM.

Sometimes having the ability to override an SLA timer is required from various actions such as: Internal customer emails OOO automated emails trigger a SLA reply but no action is needed Conversations requiring no actions During initial o...

Allow admins to configure audiences on individual articles based on user segments. Not just based on knowledge base but instead, based on the actual article or category itself. Ensure that AI autopilot or copilot replies reference the correct know...

Would be based on the open-archived status, and replace the old "archived" metrics

Currently the inbox filter looks at the inbox at activity time This is expected behaviour but can lead to issues with some metrics such as "new conversations". In this particular case, if the conversation did not start in the filtered inbox, it is...

Enhance the filtering functionality in the schedule so that the inbox filter and teammate filter are more integrated: ensure that when an inbox is filtered, only those teammates with access to that specific inbox are displayed, thereby reducing co...