With the new Send By Email feature for Inbox, having a way to bypass the persistent change to the hidden UDF would be highly beneficial. With our current team structure we have a mix of technicians and engineers working directly out of inbox and others working directly out of the PSA.

Issue:

If 2 technicians are working a ticket and Tech 1works out Thread Inbox and Tech 2 works out of the PSA, the PSA user has no direct visibility on what value is currently assigned to the hidden UDF (I.E. is the Send By Email checkbox checked or not?). Due to this the PSA technician does not know if the notification they are sending to the client will trigger the email notification template set up during initial configuration. As a result technicians think their note was sent (when it might not have) and customers receive the impression that we are not being responsive.

Request:

Add an admin side option to toggle between persistent UDF changes (how it works now) or having the hidden UDF value revert to the original value assigned at ticket creation by the AT WFR.

Perhaps having the revert function trigger like the "Pause Timer" feature that stops time tracking when a technician navigates away from the Thread could work.

For new adopters of Thread (including us) this feature would allow them to realistically entertain a slower employee adoption rate instead of having to make one massive push to get everyone utilizing the tool at the same time.

I know the obvious answer here is to consolidate, no argument from me there. But this works for our organization and see the primary ROI (for us) in the Automation and Agentic AI side of Thread.