ADD A NEW IDEA

All ideas

Showing 1772

Ticket Status as Dynamic Variable for Message Templates

Ticket Status to be a default Dynamic Variable available to use in Message Templates
1 day ago in Message templates 0

Allow Customer Portal follow up over email

Allow you to move your Customer Portal conversation over to email more easily. Many of people who submit tickets don't want to have to return to the help center to continue their conversation and want to be able to reply directly to a conversation.
12 days ago in Customer Portal 0

Org Ticket Filters: Filter company tickets by assignee, product, site, priority, etc.

Allow customer admin to filter through and search all company tickets on their customer portal.
7 days ago in Customer Portal  / Knowledge Base 1
436 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...
about 2 years ago in Snooze 3 Backlog
434 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 2 years ago in Email channels 16 Backlog

API/Webhook export of Audit logs

Have the option to be notified/export audit logs. This can be via webhooks and/or a dedicated API endpoint. This is useful for: Monitor changes in workspace configuration on internal dashboards Add logs into SIEM platforms like Sentinel
5 days ago in Admin audit trail / Compliance & security 0 Backlog

Customize vertical switcher in Settings

Have the option to customize the vertical switcher. Some ideas are: show/hide workspaces in the vertical switcher and customize order in which they appear on the sidebar
5 days ago in Settings (User Mgmt & Compliance) / Workspaces 0 Backlog

Filter Views by custom ticket status

I want to filter a View based on conversations in a certain custom ticket status (e.g. Waiting on Legal). Since I can't filter a View by custom ticket status, the workaround is to use a conversation custom field. However, I can't convert the ticke...
7 days ago in Views 0

Evaluate Smart QA only for some teammates

Allowing the rule to define what teammates / teammate groups should be evaluated
8 days ago in AI / Insights 0 Backlog
634 VOTE

Ability to @mention a team

This will allow users to @ mention an entire group/team in a comment to notify all individuals at once.
over 4 years ago in Comments / @ mentions 21 Backlog