Great minds think alike

First use-case: Based on emails forwarded to the conversations inbox (shared inbox) with a comment from a team member in the mail to another user.   This note cannot be deleted when replying to the email from the inbox (to the initial sender) as it's part of the email thread.   Second common use-case: When replying from the Conversations inbox - we don't see the body of the email we are replying to, but it is common for many users to reply to a number of questions in the body of the email that we initially received ...read more

When clicking into a ticket within the Help Desk which shows the conversations it would be good to be able to create a default view for my team to sort tickets by oldest. This was a feature within the original Conversations Inbox.  ...read more

Currently, if the user has access to the inbox, they will be able to edit the inbox setting as well. (through the inbox setting button on the conversation page).     However, this may cause the issue of managing the inbox accessibility and connection if whoever is the user but not the admin edits the inbox or disconnects the inbox.    It'll be a good feature if we can restrict the inbox setting to only admin, not users who have access to the inbox.   ...read more

Please include the 'chatbox' name in the email subject or anywhere in the email. We have multiple live chat for different websites. When we receive the notification, we are not able to identify which live chat is it coming from unless we click into the email and take us to the chat. From a management point of view it is a bit uneasy when multiple chats are coming thru. Hope this is an esay one to tick off.   ...read more

Can we just keep the help desk clean and blank slate and only add tickets if we connect the ticket channel?   We have service to organize our tickets.  Every company wants to use Help Desk different.   Our use case, is only for live chat and facebook messenger so our prospecting team can answer them.  I like the 'Create Ticket' button so if it is service related they can easily create the ticket.   But don't automatically populate all tickets into the Help Desk. ...read more

We need to run reports so that our agents get credit for working a conversation even if they didn't respond to the customer but did leave a comment. For example, if they leave a comment saying "customer already called in, issue is resolved" they need the credit for working that conversation since they had to do the research to determine what was needed. Unfortunately reports only include activities and responses, there's no way to add conversations with comments to the reports. ...read more

Use case: We have chat flows based on Live Chat on our website. We have seen an increase if 'spam'/'rubbish' chats.   In order to filter and prevent us spending time on them we need to have an option to say 'Request email before the first message is accepted'   This way you can prevent trolls and spamming in general.   Changes: New option in Live Chat -> Build -> Email Capture called 'Request email before the first message is accepted' When this option is selected the user must enter a valid email (valid email, not required an existing contact) When the email is entered the chat message is presented and a live chat is created in our Inbox   Optionally: Require that the email belongs to a contact in the system ...read more

Our support team uses service for chat and tickets. I would like to see a new filter on the Availability Management page in settings to filter by team so I can see who is available on my support team. I'd also like to see the information from within the Inbox so I can stay in one window to manage my chats.   In chatflows you assign conversations to teams, not inboxes. In availability management you can see who's available by inbox, not team.    I also want a quick way to see how many agents are available by team and how many open chats are being worked per agent. ...read more

Hi!    We are excited about the new Help Desk beta, but when we went to set up live chat through it, there is not a way to connect Slack to send and receive live chat messages like there is currently in the conversation inbox. Our quandry is that we are trying to get SLA's set up for response time for live chat which works really well in the new Help Desk, but our client's team has been using Slack to respond to live chats and we do not want to disrupt their workflow. Would love to see this connection become available!!  ...read more